The North Carolina Department of Transportation (NCDOT) delivers a wide range of transportation services to meet the needs of residents across the state. Prioritizing customer satisfaction, as outlined in the department's Strategic Plan, NCDOT has been conducting the statewide survey since 2015 to gather feedback on key services and programs of interest. These annual surveys provide valuable insights that help enhance customer satisfaction and measure progress in alignment with NCDOT's mission and objectives.
This document outlines the results of the 2023-24 survey (referred to as the “2024" survey in this document) conducted in August and September of 2024. Over 1,100 North Carolinians participated, with responses collected through an opt-in convenience survey and a targeted oversampling effort. The survey methodology alternates annually between a convenience sample and a random sample. Additionally, the 2023-24 survey included targeted oversampling to better capture input from demographic groups that are typically harder to reach.
Overall, 74% of participants reported being satisfied with NCDOT services, a slight decrease from 2023. Personal vehicles remain the primary mode of transportation, with 71% of respondents using them every day, signifying a return to pre-pandemic travel levels. Alternative modes such as bicycles, public transit, and ferries see more limited usage. While personal vehicles are used at a higher rate, pedestrian and bicycle mode usage is consistent. Respondents highlighted infrastructure and safety concerns as potential barriers to increased use.
