SATISFACTION SURVEY Dr. Sameer Bawa, Director BBC Research & - - PowerPoint PPT Presentation

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SATISFACTION SURVEY Dr. Sameer Bawa, Director BBC Research & - - PowerPoint PPT Presentation

Feb 26, 2023 27 likes •177 views

2015 INDOT CUSTOMER SATISFACTION SURVEY Dr. Sameer Bawa, Director BBC Research & Consulting 1999 Broadway, Suite 2200 Denver, Colorado 80202 (303) 321-2547 sbawa@bbcresearch.com KEY TOPICS Transportation priorities Construction

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SLIDE 1

2015 INDOT CUSTOMER SATISFACTION SURVEY

  • Dr. Sameer Bawa, Director

BBC Research & Consulting 1999 Broadway, Suite 2200 Denver, Colorado 80202 (303) 321-2547 sbawa@bbcresearch.com

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SLIDE 2

KEY TOPICS

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  • Transportation priorities
  • Construction management
  • Satisfaction with services
  • Highway safety
  • Current transportation issues
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SLIDE 3

APPROACH & ANALYSIS

  • Telephone/online survey
  • 1,200 roadway customers
  • 200 customers per district

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SLIDE 4

TRANSPORTATION CHANGES

(NEXT 10 YEARS IF FUNDING STAYS THE SAME)

4 6% 20% 38% 23% 12% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Get much better Get better Stay about the same Get worse Get much worse

Highway Conditions

5% 13% 38% 31% 14% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Get much better Get better Stay about the same Get worse Get much worse

Highway Congestion

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SLIDE 5

FUNDING PRIORITIES

5 44.0% 44.0% 6.0% 6.0% 41.8% 36.0% 11.7% 10.6% 0% 20% 40% 60% 80% 100% Current Allocation Preferred Allocation

Maintaining road conditions Ensuring bridges are in good condition Safety projects Lane/intersection construction

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SLIDE 6

CONSTRUCTION MANAGEMENT

6 11% 14% 13% 16% 11% 6% 4% 5% 8% 4% 36% 35% 34% 31% 42% 23% 14% 13% 13% 13% Very Dissatisfied/Dissatisfied Satisfied/Very Satisfied Very Dissatisfied Dissatisfied Satisfied Very Satisfied

Minimizing disruption to drivers Minimizing disruption to communities Completing construction projects in reasonable amount of time Overall satisfaction with construction management Notifying public about construction projects

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SLIDE 7

CONSTRUCTION MANAGEMENT

2013 VS. 2015

7 60% 48% 47% 44% 55% 62% 58% 60% 56% 61% 0% 20% 40% 60% 80% 100% 2015 2013

Notifying public about construction projects Minimizing disruption to drivers Minimizing disruption to communities Completing construction projects in reasonable amount of time Overall satisfaction with construction management

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SLIDE 8

HIGHWAY SAFETY

8 4% 16% 6% 1% 5% 2% 49% 38% 47% 33% 15% 29%

I feel safe when driving through work zones (night) I feel safe traveling

  • n highways

I feel safe when driving through work zones (day)

Strongly Disagree/Disagree Agree/Strongly Agree Strongly Disagree Disagree Agree Strongly Agree

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SLIDE 9

OVERALL IMPRESSIONS

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Overall Confidence

8% 3% 46% 19% Strongly Disagree/Disagree Agree/Strongly Agree Strongly Disagree Disagree Agree Strongly Agree 7% 2% 49% 13% Very Dissatisfied/Dissatisfied Satisfied/Very Satisfied Very Dissatisfied Dissatisfied Satisfied Very Satisfied

Overall Satisfaction

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SLIDE 10

IMPORTANCE OF SERVICES

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Removing snow/ice from highways Repairing/maintaining highways Ensuring water drains during storms Ensuring striping on highways is visible

81% 72% 71% 59% 57% 16% 21% 23% 29% 29% 3% 5% 6% 10% 12% 1% 1% 1% 1%

0.3% 0.2% 0.3% 0.2% 0.3%

Extremely Important Very Important Important Less Important Not Important

Most Important

Repairing/maintaining bridges Building new highways

24% 21% 21% 22% 19% 30% 29% 27% 21% 23% 33% 35% 33% 27% 32% 11% 14% 14% 18% 18% 2% 2% 5% 12% 8% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Picking up trash along highways Providing room for bicyclists Mowing/trimming along highways Adding lanes to existing highways

Least Important

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SLIDE 11

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SATISFACTION WITH SERVICES

13% 12% 8% 12% 16% 3% 4% 5% 3% 8% 39% 42% 33% 38% 28% 17% 14% 17% 12% 11%

Repairing/maintaining highways Removing debris from highways Building new highways Minimizing congestion on highways Providing room for bicyclists

Very Dissatisfied/Dissatisfied Satisfied/Very Satisfied Very Dissatisfied Dissatisfied Satisfied Very Satisfied

Least Satisfied

5% 3% 5% 6% 4% 1% 1% 1% 1% 2% 48% 51% 48% 48% 42% 28% 24% 22% 22% 25%

Keeping guardrails in good condition Maintaining informational/warning signs Keeping rest areas clean Ensuring water drains during storms Keeping shoulders in good condition

Most Satisfied

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Very Dissatisfied/Dissatisfied Satisfied/Very Satisfied

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SLIDE 12

SATISFACTION WITH IMPORTANT SERVICES

12 6% 11% 12% 5% 7% 3% 3% 4% 1% 2% 45% 39% 42% 48% 47% 24% 18% 14% 22% 22%

Removing snow/ice from highways Repairing/maintaining bridges Repairing/maintaining highways Ensuring water drains during storms Ensuring striping on highways is visible

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Very Dissatisfied/Dissatisfied Satisfied/Very Satisfied

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SLIDE 13

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IMPORTANCE VS. SATISFACTION

Highway signs Guardrails Water drainage Highway shoulders Roadway striping Snow removal Street lights Freight transportation Rest areas Mowing and trimming Adding lanes Litter and trash cleanup Building highways Room for bicyclists Removing debris Maintaining bridges Maintaining highways Minimizing congestion

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SLIDE 14

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SUMMARY AND IMPLICATIONS

  • High satisfaction with INDOT overall, consistent

across INDOT districts and with 2013 survey

  • Moderate satisfaction with INDOT customer

service and direct and online communications

  • High satisfaction with several important services

such as guardrails, snow removal, and signs

  • Low satisfaction with several important services

such as congestion, debris removal, and repairs

  • Lowest satisfaction with construction management

including completing projects in a timely manner

  • Predictors of overall satisfaction include value from

taxes and INDOT’s efforts to keep customers informed

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SLIDE 15

QUESTIONS

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