Across North Carolina, the North Carolina Department of Transportation (NCDOT) provides transportation services for a variety of functions and uses. Customer satisfaction is identified as an NCDOT priority as part of the department's Strategic Plan. Since 2015, NCDOT has measured customer service through a statewide survey focused on asking customers about key elements of interest to the department. This survey continues to provide useful insights that can be used to improve customer satisfaction and track progress over time, with a focus on NCDOT's mission and goals.
This summary outlines the results of the 2019-20 survey, which was completed by over 2,300 North Carolina residents. The 2019-20 version of the survey was updated to improve the quality of responses and capture potential changes in habits due to the COVID-19 pandemic. This customer survey was conducted in the fall of 2020 using random sampling, with an additional oversampling method to reach typically hard-to-reach demographics.
