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 2020-21 survey, which was completed by nearly 5,000 North Carolina residents. This customer survey was conducted in the fall of 2021 using convenience sampling as well as two additional oversampling efforts to ensure populations that are typically more difficult to reach were surveyed.
