MoDOT Customer Satisfaction Tracking Survey

This Customer Satisfaction survey will be conducted quarterly to evaluate the Missouri Department of Transportation's (MoDOT's) overall satisfaction. The Right Transportation Survey (RTS) will be conducted once under this contract. Quarterly Progress (Jan-Mar 2016): In the Customer Relations portion, a quarterly report was created and provided for the Customer Relations Tracker measure reflecting the three months of the previous quarter. Transcription mistakes in the RTS Reports were discovered in the supplemental reports originally created in December. In order to ensure quality results, the entire set of comments were reentered by Heartland personnel and the reports were reissued. In order to prevent a similar problem in the future, Heartland changed its internal policies and will never subcontract transcription work again. Quarterly Progress (Apr-Jun 2016): A quarterly report was created and provided for the Customer Relations Tracker measure reflecting the three months of the previous quarter. In addition, during each month of the quarter, approximately 200 people who contacted MoDOT the previous month were surveyed by phone about their experience along with online surveys being distributed to those who provided an email address. And a summary report was provided to MoDOT each month.

    Language

    • English

    Project

    • Status: Active
    • Funding: $130556
    • Contract Numbers:

      TR201522

    • Sponsor Organizations:

      Missouri Department of Transportation

      1617 Missouri Boulevard
      P.O. Box 270
      Jefferson City, MO  United States  65102
    • Project Managers:

      Stone, Bill

    • Performing Organizations:

      Heartland Market Research LLC

      12738 CR 8400
      Rolla, MO  United States  65401
    • Principal Investigators:

      Gentry, Lance

    • Start Date: 20150304
    • Expected Completion Date: 20190131
    • Actual Completion Date: 0
    • Source Data: RiP Project 39604

    Subject/Index Terms

    Filing Info

    • Accession Number: 01562405
    • Record Type: Research project
    • Source Agency: Missouri Department of Transportation
    • Contract Numbers: TR201522
    • Files: RiP, STATEDOT
    • Created Date: Apr 29 2015 1:00AM