SDDOT 2024 Statewide Customer Satisfaction Assessment
The South Dakota Department of Transportation (SDDOT) has commissioned statewide customer satisfaction assessments in 1997, 1999, 2002, 2004, 2006, 2011, 2015, 2018, and 2021. These surveys identified SDDOT’s key products and services and assessed perceptions of their importance and quality of delivery. Survey findings raised SDDOT’s awareness of customers’ concerns, provided valuable insights into their degree of satisfaction, influenced SDDOT’s strategic plans, and allowed SDDOT to gauge progress in addressing customers’ priorities. Some of the assessments included comparisons with similar assessments in other states in the region. Important recurring questions the SDDOT’s assessment intends to address: Have perceptions of SDDOT’s performance changed significantly? If so, how? Have SDDOT’s responses to issues identified in prior surveys been effective? Are more proactive or effective responses possible? Do key customer segments perceive SDDOT's services and performance differently from the population at large? Do perceptions vary by age, region or between urban and rural populations? Have new issues emerged that are important to the Legislature, the general public, or key customer segments? In light of increasing costs and constrained funding, have customers’ perceptions changed regarding the need for and relative priority of capital improvements, maintenance, operations, and other services? How have external factors, such as demographic changes, rural and urban development, agricultural and shipping practices, and technological developments affected customers’ perceptions of the need for and relative priority of SDDOT’s services? Have changes in SDDOT business processes, such as increased use of consultants, remote work arrangements, traveler information systems, and its external communications plan affected customers’ perceptions of the quality of service delivery? How have customers’ needs, preferences, and satisfaction levels regarding communication with SDDOT changed? How can SDDOT increase customers’ interest, trust, and engagement? How effectively does SDDOT conduct business with key business partners, particularly the contracting industry? Does the SDDOT respond innovatively and effectively to issues and concerns important to stakeholders? What is the public’s perception of driver behavior and the transportation safety culture in South Dakota? SDDOT’s emphasis on strategic planning and its participation in the Baldrige Excellence Framework assessment process elevates the need to reassess perceptions of SDDOT’s performance and to identify how SDDOT can effectively respond.
- Record URL:
Language
- English
Project
- Status: Completed
- Funding: $123,229.76
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Contract Numbers:
SD2024-01
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Sponsor Organizations:
South Dakota Department of Transportation
700 East Broadway Avenue
Pierre, SD United States 57501 -
Managing Organizations:
South Dakota Department of Transportation
700 East Broadway Avenue
Pierre, SD United States 57501 -
Project Managers:
McDowell, Margo
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Performing Organizations:
725 W. Frontier Circle
Olathe, KS United States 66061 -
Principal Investigators:
Tatham, Chris
- Start Date: 20241004
- Expected Completion Date: 20250604
- Actual Completion Date: 20250604
- USDOT Program: Research and Development
Subject/Index Terms
- TRT Terms: Customer satisfaction; Strategic planning; Surveys
- Identifier Terms: South Dakota Department of Transportation
- Subject Areas: Planning and Forecasting; Transportation (General);
Filing Info
- Accession Number: 01989854
- Record Type: Research project
- Source Agency: South Dakota Department of Transportation
- Contract Numbers: SD2024-01
- Files: RIP, STATEDOT
- Created Date: May 20 2026 9:33AM