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Guide for Customer-Driven Benchmarking of Maintenance Activities (2004)

Chapter: Appendix E - Surveys Administered by the States to Their Customers

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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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Suggested Citation:"Appendix E - Surveys Administered by the States to Their Customers." National Academies of Sciences, Engineering, and Medicine. 2004. Guide for Customer-Driven Benchmarking of Maintenance Activities. Washington, DC: The National Academies Press. doi: 10.17226/13720.
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239 APPENDIX E: SURVEYS ADMINISTERED BY THE STATES TO THEIR CUSTOMERS ANALYSIS OF STATE SURVEYS Numerous states have administered surveys to customers of road maintenance. This appendix is composed of a series of tables that that attempts to analyze the extent such surveys address each of the following: • Activities; • Products and services or other groupings of maintenance activities; • Attributes of products and services; • Different types of performance measures (e.g., inputs, outputs, outcomes, value added); and • Whether the performance measure is focused on external or internal customers. Information from these tables can be used in defining product and service categories, identifying attributes of products and services important to customers, mapping maintenance activities to particular product and services, and determining whether a particular type of survey question is focused on customer-oriented outcomes. Arizona Arizona DOT has administered a survey that has sought customer input regarding the levels of services for different groups of maintenance activities. The measures all are outcome measures and are externally focused. ARIZONA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/Services/Group Attributes Measure Scale Measure Type Internal/ External Paved Roadway Surfaces Perceived Level of Service (LOS); desired LOS LOS (1-5) Outcome E Road Shoulders Perceived LOS; desired LOS LOS (1-5) Outcome E Roadside Perceived LOS; desired LOS LOS (1-5) Outcome E Vegetation Perceived LOS; desired LOS LOS (1-5) Outcome E

California Customer measures used in California are similar in some respects to those used in the Coopers & Lybrand survey done for the National Quality Review. However, many areas in which California has sought customer input pertain to maintenance services in storm and emergency conditions. Customer satisfaction is measured on a scale of 1 to 10, and the measures are all outcome measures and externally focused. Appendix E: Surveys Administered by the States to Their Customers 240 ARIZONA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/Services/Group Attributes Measure Scale Measure Type Internal/ External Landscaping Perceived LOS; desired LOS LOS (1-5) Outcome E Drainage Perceived LOS; desired LOS LOS (1-5) Outcome E Structures Perceived LOS; desired LOS LOS (1-5) Outcome E Traffic Control and Safety Perceived LOS; desired LOS LOS (1-5) Outcome E Rest Areas Perceived LOS; desired LOS LOS (1-5) Outcome E Snow and Ice Removal Perceived LOS; desired LOS LOS (1-5) Outcome E CALIFORNIA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Remove/clean spills, debris Maintenance Response to National Disasters Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Detours of accidents/closures Maintenance Response to National Disasters Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Response to natural disasters Maintenance Response to National Disasters Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Signs about temp. hazards Maintenance Response to National Disasters Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Ice and snow removal Safety Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Chain controls Safety Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E

241 CALIFORNIA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Debris removal Safety Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Safety barriers Safety Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Maintenance of shoulders & turnouts Safety Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Sign visibility Safety visibility Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Pavement Conditions smooth surfaces Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Pavement Conditions surface traction Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Pavement Conditions visibility of pavement markings Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Removal of old markings Pavement Conditions absence of old markings Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Pothole repairs Pavement Conditions Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Pavement resurfacing Pavement Conditions Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Traffic Flow traffic information Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Maintenance scheduling Traffic Flow timing of maintenance work Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Maintenance delay Traffic Flow delay Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Bridge Conditions approaches Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Bridge Conditions lighting Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Restroom maintenance at rest areas Travel Amenities Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Rest area grounds maintenance Travel Amenities Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Travel Amenities safety and lighting at rest areas Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Landscape maintenance Visual Appeal visual attractiveness Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Weed control Visual Appeal visual attractiveness Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Litter removal Visual Appeal visual attractiveness Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Graffiti removal Visual Appeal visual attractiveness Customer Satisfaction Rating 0 (extremely dissatis.)- 10 (extremely satis.) Outcome E Sign repair Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E

Connecticut Connecticut conducted customer surveys regarding rest area maintenance. Appendix E: Surveys Administered by the States to Their Customers 242 CALIFORNIA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Guardrail and safety repair Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Light repair Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Traffic delays due to Maintenance Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Notification of road closures Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Graffiti removal on signs Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Graffiti removal elsewhere Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Pothole repairs Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Update message: Road Condition Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E CONNECTICUT: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/Services/Group Attributes Measure Scale Measure Type Internal/External Rest Area Maintenance cleanliness and sanitary Y/N Outcome E adequate restroom supplies Y/N Outcome E neat and litter free Y/N Outcome E helpful personnel Y/N Outcome E

Kansas Kansas DOT has administered a survey to obtain information on customer satisfaction and on how good a job the state was doing. Both general types of measures are outcomes. The Kansas survey sought reactions to attributes of maintenance, not just to product or service areas or to maintenance activities. Kansas DOT also asked customers a question about the value of services provided to its customers. 243 KANSAS: TYPES OF MEASURES IN CUSTOMER SURVEYS Products/Services/Group Attributes Measure Scale Measure Type Internal/ External Lighting At intersections and interchanges Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E At intersections and interchanges How Good a Job 1 (VP)–5 (VG) Outcome E Debris/Litter Removal Brush and animals Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E Brush and animals How Good a Job 1 (VP)–5 (VG) Outcome E Snow Removal How Good a Job 1 (Very Dis)–5 (Very Satis) Outcome E Maintain Pavement Markings Striping on side of road Customer Satisfaction 1 (VP)–5 (VG) Outcome E Centerline and no passing stripes Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E Fixing Guardrail How Good a Job 1 (VP)–5 (VG) Outcome E Fixing Potholes How Good a Job 1 (VP)–5 (VG) Outcome E Fixing Cracks in Road How Good a Job 1 (VP)–5 (VG) Outcome E Pavements Smoothness of road surface Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E Durability of road Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E Maintaining Signs How Good a Job 1 (VP)–5 (VG) Outcome E Reflectiveness and visibility at night Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E Frequency of posted signs Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E Condition of rest areas How Good a Job 1 (VP)–5 (VG) Outcome E Frequency of roadside rest areas Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E Maintaining Shoulders How Good a Job 1 (VP)–5 (VG) Outcome E Having a shoulder along road Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E Having a paved shoulder along road Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E Roadside Mowing How Good a Job 1 (VP)–5 (VG) Outcome E Maintaining Bridges How Good a Job 1 (VP)–5 (VG) Outcome E Bridge condition Customer Satisfaction 1 (Very Dis)–5 (Very Satis) Outcome E

Kentucky The Kentucky Transportation Cabinet commissions an annual customer survey to find out customer reactions to attributes of maintenance. Customers are asked to respond by using a 1 to 5 scale. The measures pertain to outcomes. The questions are nearly identical to those in the Coopers & Lybrand survey conducted for the National Quality Review and were intended to allow the state to compare the reaction of its road users with those throughout the nation. Appendix E: Surveys Administered by the States to Their Customers 244 KANSAS: TYPES OF MEASURES IN CUSTOMER SURVEYS Products/Services/Group Attributes Measure Scale Measure Type Internal/ External Overall Customer Service Courtesy and helpfulness Overall Customer Service 1 (Very Good)–5 (Very Poor) Outcome E Fulfill KDOT mission to meet Kansas’s needs Overall Customer Service 1 (Very Well)–5 (Very poor) Outcome E Keeping you informed about what you need to know Overall Customer Service 1 (Very Well)–5 (Very poor) Outcome E Value of services provided by KDOT Overall Customer Service 1 = Good Value;2 = OK Value;3 = Poor Value Value Added E KENTUCKY: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Overall Visual Appeal (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Rest Area Design Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Environmental Compatibility Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Landscaping Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Sound Barriers Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Overall Safety Items (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Construction Signs Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Warning Signs Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Lane Width Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Safety Barriers Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Pavement Markings Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Shoulder Width Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E

245 KENTUCKY: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Detour Directions Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Roadway Lighting Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Wet Weather Conditions Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Overall Bridge Condition (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Visual Appearance Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Durability of Road Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Smooth Ride Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Travel Amenities (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Mileage/Destination Signs Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Service/Attraction Signs Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Number of Rest Areas/Plazas Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Variety of Rest Area/Plaza Services Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Number of Emergency Call Boxes Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Overall Pavement Conditions (General Conditions) Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Surface Appearance Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Quiet Ride Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Smooth Ride Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Durability Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Maintenance Response Time (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Rest Area Cleaning Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Guardrail Repair Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Litter Removal Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Snow Removal Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Pavement Repairs Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E

Minnesota For some time, the Minnesota DOT (MnDOT) maintenance organization has been customer oriented. MnDOT was among the first states to categorize its maintenance activities into product and services that relate directly to the customer. The department has conducted a variety of different types of customer surveys, beginning with one that asked customers to rate the importance of each product and service area, to rate how well the department is doing regarding each product and service area, and to allocate $100 among different products and services. More recently, the department conducted a number of innovative surveying procedures that have used digital imagery to help assess customer satisfaction, customer expectations, and value added in regards to specific product and service areas, especially the snow and ice component of the MnDOT Clear Roadways and the Attractive Roadside product and service area. Appendix E: Surveys Administered by the States to Their Customers 246 KENTUCKY: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Overall Traffic Flow (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Toll Booth Delays Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Accident Clean Up Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Level of Congestion Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Construction Delays Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E MINNESOTA TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type External/ Internal Clear Roadways Clear of unplanned obstructions Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome E Clear Roadways Roadway clear of ice and snow Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome E Clear Roadways Roadway clear of ice and snow Indicator for clear of ice and snow Hrs. to restore bare pavement/length of storm Outcome E Clear Roadways Trucks plowing as soon as snow appears Importance to customer and customer satisfaction Outcome E Clear Roadways Plowing frequency during average snowfall Importance to customer and customer satisfaction Outcome E Clear Roadways Ability to see shoulder striping during snowfall Importance to customer and customer satisfaction Outcome E Clear Roadways Ability to see road edge during snow fall Importance to customer and customer satisfaction Outcome E

247 MINNESOTA TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type External/ Internal Clear Roadways Ability to make turns at crossovers/intersections Importance to customer and customer satisfaction Outcome E Clear Roadways Driving speed during snowfall Customer expectations Outcome E Clear Roadways Day versus night snow removal expectations Customer expectations Outcome E Clear Roadways Weekday versus weekend snow removal expectations Customer expectations Outcome E Clear Roadways Radio channels listed to for weather/road info Customer expectations Outcome E Clear Roadways Bare wheel baths Importance to customer and customer satisfaction Outcome E Clear Roadways Scattered slippery spots Importance to customer and customer satisfaction Outcome E Clear Roadways Only right lane plowed to bare pavement Importance to customer and customer satisfaction Outcome E Clear Roadways All driving lanes plowed to bare pavement Customer importance and satisfaction; miles willing to drive for LOS Outcome, value added E Clear Roadways All lanes plowed full width Customer importance and satisfaction; miles willing to drive for LOS Outcome, value added E Clear Roadways Fully cleared intersections/crossovers Importance to customer and customer satisfaction Outcome E Smooth and Reliable Pavement Availability of roadway for year-round use Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Smooth and Reliable Pavement Roadride comfort Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Smooth and Reliable Pavement Road reliability Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Available Bridges Availability of bridges Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Safety Features Guardrail and bridge rail condition Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Safety Features Pavement markings Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Safety Features Roadway lighting Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Safety Features Signing Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Safety Features Traffic signals functioning as designed Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Safety Features Attractive woods by road and lack of clear space to woods Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E

Montana Montana conducted a customer survey that sought reactions to eight different groups of maintenance activities. Customers were asked to rate on a scale of 1 to 4 the current state, importance, and priority of each type of maintenance. All measures were externally focused outcome measures or measures of customer preferences. Appendix E: Surveys Administered by the States to Their Customers 248 MINNESOTA TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type External/ Internal Safety Features Vegetation on shoulders blocking site distance Willingness to pay in travel time to avoid unsafe conditions minutes and imputed economic value in $ Value added E Safety Features Vegetation blocking site distance at corners Willingness to pay in travel time to avoid unsafe conditions minutes and imputed economic value in $ Value added E Safety Features Vegetation blocking signs Willingness to pay in travel time to avoid unsafe conditions minutes and imputed economic value in $ Value added E Attractive Roadsides Amount of roadside litter Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Attractive Roadsides Amount of roadside litter Litter indicator litter indicator scale of 1–10 Outcome E Attractive Roadsides Amount of roadside litter Willingness to pay in travel time to avoid litter minutes and imputed economic value in $ Value added E Attractive Roadsides Noxious weed control Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Attractive Roadsides Noxious weed control Noxious weed indicator indicator value (1–10) Outcome E Attractive Roadsides Vegetation control Vegetation control indicator indicator value (1–10) Outcome E Attractive Roadsides Vegetation height control Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Attractive Roadsides Vegetation by road not neat Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Highway Permits/ Regulations Encroachments on Right-of- Way Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Highway Permits/ Regulations Accessibility of permit office Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Highway Permits/ Regulations Consistency of permit requirements Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Highway Permits/ Regulations Time to issue permits Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Motorist Services Motorist info on unplanned conditions Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E Motorist Services Rest area attractiveness Cu Customer importance; how well DOT is doing; allocate $100 importance (1–10); how well DOT doing (1–10); $ tradeoff Outcome, relative value E

New Hampshire A New Hampshire DOT survey of customers sought to address the relative value of different maintenance activities by asking respondents to allocate $100 dollars to each. The allocation indicates the relative value of each activity. 249 MONTANA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Signage 3 Measures: current state, importance, $ priority Current state (1–4); Importance (1–4); Priority (1–4) Outcome and Preference E Information 3 Measures: current state, importance, $ priority Current state (1–4); Importance (1–4); Priority (1–4) Outcome and Preference E Rest Stop Maintenance 3 Measures: current state, importance, $ priority Current state (1–4); Importance (1–4); Priority (1–4) Outcome and Preference E Striping 3 Measures: current state, importance, $ priority Current state (1–4); Importance (1–4); Priority (1–4) Outcome and Preference E Debris Removal 3 Measures: current state, importance, $ priority Current state (1–4); Importance (1–4); Priority (1–4) Outcome and Preference E Winter Maintenance 3 Measures: current state, importance, $ priority Current state (1–4); Importance (1–4); Priority (1–4) Outcome and Preference E Roadsides 3 Measures: current state, importance, $ priority Current state (1–4); Importance (1–4); Priority (1–4) Outcome and Preference E Surfaces 3 Measures: current state, importance, $ priority Current state (1–4); Importance (1–4); Priority (1–4) Outcome and Preference E NEW HAMPSHIRE: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type External/ Internal Research Allocation Allocation of $100 Relative Value E Paving Allocation Allocation of $100 Relative Value E Roadside Mowing Allocation Allocation of $100 Relative Value E Trash Pickup Allocation Allocation of $100 Relative Value E Roadway Signage Allocation Allocation of $100 Relative Value E Roadway Striping Allocation Allocation of $100 Relative Value E Bridge Inspection Allocation Allocation of $100 Relative Value E Snow & Ice Removal Allocation Allocation of $100 Relative Value E

Ohio Ohio DOT reported that it uses professional spotters of snow and ice conditions to obtain a rating scale in regards to snow and ice control. This is an external outcome measure. Appendix E: Surveys Administered by the States to Their Customers 250 Pennsylvania Pennsylvania DOT has conducted external customer surveys for a number of years. Most of the questions are focused on customer satisfaction. OHIO: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type External/ Internal Snow and Ice Control Professional Road Condition Spotter Rating 10 (Excellent) to 1 (Poor) Outcome E PENNSYLVANIA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Ride Quality of Interstate Outcome E Ride Quality of Numbered Traffic Routes Interstate Outcome E Ride Quality of Secondary Roads Outcome E Snow and Ice Removal Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E Traffic Line Painting Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E Highway Traffic Signs Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E Work Zone Warning Signs Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E Travel Lanes Clearly Identified Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E Length of Delays Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E

Virginia Virginia DOT conducts external customer surveys in which respondents are asked to rate customer satisfaction on a 1 to 5 scale of an outcome measure. The survey focuses on attributes of maintenance. 251 VIRGINIA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Groups Attributes Measure Scale Measure Type Internal/ External Overall Visual Appeal (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Rest Area Design Customer Satisfaction 1=Extremely Dissatisfied; 5= Extremely Satisfied Outcome E Environmental Compatibility Customer Satisfaction 1=Extremely Dissatisfied; 5= Extremely Satisfied Outcome E Landscaping Customer Satisfaction 1=Extremely Dissatisfied; 5= Extremely Satisfied Outcome E Sound Barriers Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Overall Safety Items (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Construction Signs Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Warning Signs Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Lane Width Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Safety Barriers Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Pavement Markings Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Shoulder Width Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Detour Directions Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Roadway Lighting Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Wet Weather Conditions Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Overall Bridge Condition (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Visual Appearance Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Durability of Road Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Smooth Ride Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Travel Amenities (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Mileage/Destination Signs Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Service/Attraction Signs Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Number of Rest Areas/Plazas Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Variety of Rest Area/Plaza Services Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E

252 VIRGINIA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Groups Attributes Measure Scale Measure Type Internal/ External Number of Emergency Call Boxes Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Overall Pavement Conditions (General Conditions) Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Surface Appearance Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Quiet Ride Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Smooth Ride Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Durability Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Maintenance Response Time (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Rest Area Cleaning Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Guardrail Repair Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Litter Removal Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Snow Removal Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Pavement Repairs Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Overall Traffic Flow (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Toll Booth Delays Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Accident Clean Up Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Level of Congestion Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Construction Delays Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Pavement Smoothness and Pothole Repairs on Major Roads Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E Pavement Smoothness and Pothole Repairs on Secondary Roads Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E Moving and Brush Removal on Major Roads Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E Mowing and Brush Removal on Secondary Roads Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E Snow Removal and Surface Treatment on Major Roads Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E Snow Removal and Surface Treatment on Secondary Roads Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E Signing Around Construction and Maintenance Activities Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E

Washington State Washington State DOT has administered external customer surveys to obtain input regarding perceived and desired levels of service (LOS). This input is for the department’s Maintenance Accountability Process. 253 VIRGINIA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Groups Attributes Measure Scale Measure Type Internal/ External Ditching and Shoulder Maintenance Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E Grading on Gravel Roads Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E Dust on Gravel Roads Near Houses Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E Traffic Signals and Pavement Markings Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E Informing the Public about VDOT Activities Customer Satisfaction 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E WASHINGTON STATE: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Paved Roadway Surfaces Perceived LOS; desired LOS LOS (1–5) Outcome E Road Shoulders Perceived LOS; desired LOS LOS (1–5) Outcome E Roadside Perceived LOS; desired LOS LOS (1–5) Outcome E Vegetation Perceived LOS; desired LOS LOS (1–5) Outcome E Landscaping Perceived LOS; desired LOS LOS (1–5) Outcome E Drainage Perceived LOS; desired LOS LOS (1–5) Outcome E Structures Perceived LOS; desired LOS LOS (1–5) Outcome E Traffic Control and Safety Perceived LOS; desired LOS LOS (1–5) Outcome E Rest Areas Perceived LOS; desired LOS LOS (1–5) Outcome E Snow and Ice Removal Perceived LOS; desired LOS LOS (1–5) Outcome E

IMPORTANCE OF MAINTENANCE The project team examined a number of customer surveys to assess how customers rank the relative importance of different types of maintenance. The results are as follows. Appendix E: Surveys Administered by the States to Their Customers 254 IMPORTANCE OF CUSTOMER SURVEYS State Attributes Activity Importance Kansas Fix Potholes 1 Snow Removal 2 Maintain Lighting 3 Bridge Maintenance 4 Pavement Markings 5 Remove Debris 6 Shoulder Maintenance 8 Fix Cracks 9 Maintain Signs 7 Maintain Rest Areas 12 Roadside Mowing 11 Fix Guardrail 10 Roadside stripes 2 Roadside smoothness 7 Center stripes 1 Roadside shoulders 3 Road durability 8 Interchange lighting 4 Paved shoulders 10 Bridge conditions 5 Sign reflection 6 Sign accuracy 9 Sign location 11 Rest area frequency 13 Sign frequency 12 Kentucky Pavement conditions 1 Safety 2 Maintenance response time 3 Visual appeal 4 Traffic flow 5 Travel amenities 6 Bridge conditions 7 Rest area frequency 8 Ohio (northeastern) Roadways clear of snow and ice 1 Roadway safety items (guardrails, signals, debris) 2 Roadway lighting in working order 3 Pavement markings and signs visible 4 Smooth pavement 5 Roadside appearance 6

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TRB's National Cooperative Highway Research Program (NCHRP) Report 511: Guide for Customer-Driven Benchmarking of Maintenance Activities provides guidance on how to evaluate and improve an agency's performance through a process called "customer-driven benchmarking." The objective of benchmarking is to identify, evaluate, and implement best practices by comparing the performance of agencies.

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