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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 Internal/
Type External
Paved Roadway Surfaces Perceived Level of Service LOS (1-5) Outcome E
(LOS); desired LOS
Road Shoulders Perceived LOS; LOS (1-5) Outcome E
desired LOS
Roadside Perceived LOS; LOS (1-5) Outcome E
desired LOS
Vegetation Perceived LOS; LOS (1-5) Outcome E
desired LOS
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Appendix E: Surveys Administered by the States to Their Customers
ARIZONA: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/Services/Group Attributes Measure Scale Measure Internal/
Type External
Landscaping Perceived LOS; LOS (1-5) Outcome E
desired LOS
Drainage Perceived LOS; LOS (1-5) Outcome E
desired LOS
Structures Perceived LOS; LOS (1-5) Outcome E
desired LOS
Traffic Control and Safety Perceived LOS; LOS (1-5) Outcome E
desired LOS
Rest Areas Perceived LOS; LOS (1-5) Outcome E
desired LOS
Snow and Ice Removal Perceived LOS; LOS (1-5) Outcome E
desired LOS
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.
CALIFORNIA: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Group
Remove/clean Maintenance Response to National Customer 0 (extremely dissatis.)- Outcome E
spills, debris Disasters Satisfaction Rating 10 (extremely satis.)
Detours of Maintenance Customer 0 (extremely dissatis.)- Outcome E
accidents/closures Response to Satisfaction Rating 10 (extremely satis.)
National Disasters
Response to natural Maintenance Customer 0 (extremely dissatis.)- Outcome E
disasters Response to Satisfaction Rating 10 (extremely satis.)
National Disasters
Signs about temp. Maintenance Customer 0 (extremely dissatis.)- Outcome E
hazards Response to Satisfaction Rating 10 (extremely satis.)
National Disasters
Ice and snow Safety Customer 0 (extremely dissatis.)- Outcome E
removal Satisfaction Rating 10 (extremely satis.)
Chain controls Safety Customer 0 (extremely dissatis.)- Outcome E
Satisfaction Rating 10 (extremely satis.)
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CALIFORNIA: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Group
Debris removal Safety Customer 0 (extremely dissatis.)- Outcome E
Satisfaction Rating 10 (extremely satis.)
Safety barriers Safety Customer 0 (extremely dissatis.)- Outcome E
Satisfaction Rating 10 (extremely satis.)
Maintenance of Safety Customer 0 (extremely dissatis.)- Outcome E
shoulders & turnouts Satisfaction Rating 10 (extremely satis.)
Sign visibility Safety visibility Customer 0 (extremely dissatis.)- Outcome E
Satisfaction Rating 10 (extremely satis.)
Pavement smooth surfaces Customer 0 (extremely dissatis.)- Outcome E
Conditions Satisfaction Rating 10 (extremely satis.)
Pavement surface traction Customer 0 (extremely dissatis.)- Outcome E
Conditions Satisfaction Rating 10 (extremely satis.)
Pavement visibility of Customer 0 (extremely dissatis.)- Outcome E
Conditions pavement Satisfaction Rating 10 (extremely satis.)
markings
Removal of old Pavement absence of old Customer 0 (extremely dissatis.)- Outcome E
markings Conditions markings Satisfaction Rating 10 (extremely satis.)
Pothole repairs Pavement Customer 0 (extremely dissatis.)- Outcome E
Conditions Satisfaction Rating 10 (extremely satis.)
Pavement Pavement Customer 0 (extremely dissatis.)- Outcome E
resurfacing Conditions Satisfaction Rating 10 (extremely satis.)
Traffic Flow traffic information Customer 0 (extremely dissatis.)- Outcome E
Satisfaction Rating 10 (extremely satis.)
Maintenance Traffic Flow timing of Customer 0 (extremely dissatis.)- Outcome E
scheduling maintenance Satisfaction Rating 10 (extremely satis.)
work
Maintenance delay Traffic Flow delay Customer 0 (extremely dissatis.)- Outcome E
Satisfaction Rating 10 (extremely satis.)
Bridge Conditions approaches Customer 0 (extremely dissatis.)- Outcome E
Satisfaction Rating 10 (extremely satis.)
Bridge Conditions lighting Customer 0 (extremely dissatis.)- Outcome E
Satisfaction Rating 10 (extremely satis.)
Restroom Travel Amenities Customer 0 (extremely dissatis.)- Outcome E
maintenance at rest Satisfaction Rating 10 (extremely satis.)
areas
Rest area grounds Travel Amenities Customer 0 (extremely dissatis.)- Outcome E
maintenance Satisfaction Rating 10 (extremely satis.)
Travel Amenities safety and Customer 0 (extremely dissatis.)- Outcome E
lighting at rest Satisfaction Rating 10 (extremely satis.)
areas
Landscape Visual Appeal visual Customer 0 (extremely dissatis.)- Outcome E
maintenance attractiveness Satisfaction Rating 10 (extremely satis.)
Weed control Visual Appeal visual Customer 0 (extremely dissatis.)- Outcome E
attractiveness Satisfaction Rating 10 (extremely satis.)
Litter removal Visual Appeal visual Customer 0 (extremely dissatis.)- Outcome E
attractiveness Satisfaction Rating 10 (extremely satis.)
Graffiti removal Visual Appeal visual Customer 0 (extremely dissatis.)- Outcome E
attractiveness Satisfaction Rating 10 (extremely satis.)
Sign repair Time-Sensitive response time Preferred amount w/in 15, 30, 60 min; Preferred E
Maintenance of time for service 1 day, 3 days, 1 wk Outcome
Activities
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Appendix E: Surveys Administered by the States to Their Customers
CALIFORNIA: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Group
Guardrail and safety Time-Sensitive response time Preferred amount w/in 15, 30, 60 min; Preferred E
repair Maintenance of time for service 1 day, 3 days, 1 wk Outcome
Activities
Light repair Time-Sensitive response time Preferred amount w/in 15, 30, 60 min; Preferred E
Maintenance of time for service 1 day, 3 days, 1 wk Outcome
Activities
Traffic delays due to Time-Sensitive response time Preferred amount w/in 15, 30, 60 min; Preferred E
Maintenance Maintenance of time for service 1 day, 3 days, 1 wk Outcome
Activities
Notification of road Time-Sensitive response time Preferred amount w/in 15, 30, 60 min; Preferred E
closures Maintenance of time for service 1 day, 3 days, 1 wk Outcome
Activities
Graffiti removal on Time-Sensitive response time Preferred amount w/in 15, 30, 60 min; Preferred E
signs Maintenance of time for service 1 day, 3 days, 1 wk Outcome
Activities
Graffiti removal Time-Sensitive response time Preferred amount w/in 15, 30, 60 min; Preferred E
elsewhere Maintenance of time for service 1 day, 3 days, 1 wk Outcome
Activities
Pothole repairs Time-Sensitive response time Preferred amount w/in 15, 30, 60 min; Preferred E
Maintenance of time for service 1 day, 3 days, 1 wk Outcome
Activities
Update message: Time-Sensitive response time Preferred amount w/in 15, 30, 60 min; Preferred E
Road Condition Maintenance of time for service 1 day, 3 days, 1 wk Outcome
Activities
Connecticut
Connecticut conducted customer surveys regarding rest area maintenance.
CONNECTICUT: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/Services/Group Attributes Measure Scale Measure Internal/External
Type
Rest Area Maintenance cleanliness and sanitary Y/N Outcome E
adequate restroom Y/N Outcome E
supplies
neat and litter free Y/N Outcome E
helpful personnel Y/N Outcome E
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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.
KANSAS: TYPES OF MEASURES IN CUSTOMER SURVEYS
Products/Services/Group Attributes Measure Scale Measure Internal/
Type External
Lighting At intersections and interchanges Customer Satisfaction 1 (Very Dis)5 (Very Outcome E
Satis)
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 Outcome E
Satis)
Brush and animals How Good a Job 1 (VP)5 (VG) Outcome E
Snow Removal How Good a Job 1 (Very Dis)5 (Very Outcome E
Satis)
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 Outcome E
Satis)
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 Outcome E
Satis)
Durability of road Customer Satisfaction 1 (Very Dis)5 (Very Outcome E
Satis)
Maintaining Signs How Good a Job 1 (VP)5 (VG) Outcome E
Reflectiveness and visibility at night Customer Satisfaction 1 (Very Dis)5 (Very Outcome E
Satis)
Frequency of posted signs Customer Satisfaction 1 (Very Dis)5 (Very Outcome E
Satis)
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 Outcome E
Satis)
Maintaining Shoulders How Good a Job 1 (VP)5 (VG) Outcome E
Having a shoulder along road Customer Satisfaction 1 (Very Dis)5 (Very Outcome E
Satis)
Having a paved shoulder along Customer Satisfaction 1 (Very Dis)5 (Very Outcome E
road Satis)
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 Outcome E
Satis)
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Appendix E: Surveys Administered by the States to Their Customers
KANSAS: TYPES OF MEASURES IN CUSTOMER SURVEYS
Products/Services/Group Attributes Measure Scale Measure Internal/
Type External
Overall Customer Service Courtesy and helpfulness Overall Customer 1 (Very Good)5 (Very Outcome E
Service Poor)
Fulfill KDOT mission to meet Overall Customer 1 (Very Well)5 (Very Outcome E
Kansas's needs Service poor)
Keeping you informed about what Overall Customer 1 (Very Well)5 (Very Outcome E
you need to know Service poor)
Value of services provided by Overall Customer 1 = Good Value;2 = OK Value Added E
KDOT Service Value;3 = Poor Value
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.
KENTUCKY: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Group
Overall Visual Appeal Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
(General Category) 5=Ext. Satisfied
Rest Area Design Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Environmental Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Compatibility 5=Ext. Satisfied
Landscaping Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Sound Barriers Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Overall Safety Items Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
(General Category) 5=Ext. Satisfied
Construction Signs Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Warning Signs Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Lane Width Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Safety Barriers Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Pavement Markings Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Shoulder Width Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
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KENTUCKY: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Group
Detour Directions Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Roadway Lighting Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Wet Weather Conditions Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Overall Bridge Condition Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
(General Category) 5=Ext. Satisfied
Visual Appearance Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Durability of Road Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Smooth Ride Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Travel Amenities Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
(General Category) 5=Ext. Satisfied
Mileage/Destination Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Signs 5=Ext. Satisfied
Service/Attraction Signs Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Number of Rest Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Areas/Plazas 5=Ext. Satisfied
Variety of Rest Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Area/Plaza Services 5=Ext. Satisfied
Number of Emergency Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Call Boxes 5=Ext. Satisfied
Overall Pavement Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Conditions 5=Ext. Satisfied
(General Conditions)
Surface Appearance Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Quiet Ride Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Smooth Ride Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Durability Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Maintenance Response Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Time (General 5=Ext. Satisfied
Category)
Rest Area Cleaning Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Response Time 5=Ext. Satisfied
Guardrail Repair Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Response Time 5=Ext. Satisfied
Litter Removal Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Response Time 5=Ext. Satisfied
Snow Removal Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Response Time 5=Ext. Satisfied
Pavement Repairs Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
Response Time 5=Ext. Satisfied
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Appendix E: Surveys Administered by the States to Their Customers
KENTUCKY: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Group
Overall Traffic Flow Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
(General Category) 5=Ext. Satisfied
Toll Booth Delays Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Accident Clean Up Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Level of Congestion Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
Construction Delays Customer Satisfaction 1=Extremely Dissatisfied; Outcome E
5=Ext. Satisfied
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.
MINNESOTA TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure External/
Services/ Type Internal
Group
Clear Roadways Clear of unplanned Customer importance; importance (110); Outcome E
obstructions how well DOT is doing; how well DOT doing
allocate $100 (110); $ tradeoff
Clear Roadways Roadway clear of ice and Customer importance; importance (110); Outcome E
snow how well DOT is doing; how well DOT doing
allocate $100 (110); $ tradeoff
Clear Roadways Roadway clear of ice and Indicator for clear of ice and
Hrs. to restore bare Outcome E
snow snow pavement/length of
storm
Clear Roadways Trucks plowing as soon as Importance to customer and customer satisfaction Outcome E
snow appears
Clear Roadways Plowing frequency during Importance to customer and customer satisfaction Outcome E
average snowfall
Clear Roadways Ability to see shoulder Importance to customer and customer satisfaction Outcome E
striping during snowfall
Clear Roadways Ability to see road edge Importance to customer and customer satisfaction Outcome E
during snow fall
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MINNESOTA TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure External/
Services/ Type Internal
Group
Clear Roadways Ability to make turns at Importance to customer and customer satisfaction Outcome E
crossovers/intersections
Clear Roadways Driving speed during snowfall Customer expectations Outcome E
Clear Roadways Day versus night snow Customer expectations Outcome E
removal expectations
Clear Roadways Weekday versus weekend Customer expectations Outcome E
snow removal expectations
Clear Roadways Radio channels listed to for Customer expectations Outcome E
weather/road info
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 Importance to customer and customer satisfaction Outcome E
bare pavement
Clear Roadways All driving lanes plowed to Customer importance and satisfaction; miles willing Outcome, E
bare pavement to drive for LOS value
added
Clear Roadways All lanes plowed full width Customer importance and satisfaction; miles willing Outcome, E
to drive for LOS value
added
Clear Roadways Fully cleared Importance to customer and customer satisfaction Outcome E
intersections/crossovers
Smooth and Availability of roadway for Customer importance; importance (110); Outcome, E
Reliable year-round use how well DOT is doing; how well DOT doing relative
Pavement allocate $100 (110); $ tradeoff value
Smooth and Roadride comfort Customer importance; importance (110); Outcome, E
Reliable how well DOT is doing; how well DOT doing relative
Pavement allocate $100 (110); $ tradeoff value
Smooth and Road reliability Customer importance; importance (110); Outcome, E
Reliable how well DOT is doing; how well DOT doing relative
Pavement allocate $100 (110); $ tradeoff value
Available Bridges Availability of bridges Customer importance; importance (110); Outcome, E
how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Safety Features Guardrail and bridge rail Customer importance; importance (110); Outcome, E
condition how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Safety Features Pavement markings Customer importance; importance (110); Outcome, E
how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Safety Features Roadway lighting Customer importance; importance (110); Outcome, E
how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Safety Features Signing Customer importance; importance (110); Outcome, E
how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Safety Features Traffic signals functioning as Customer importance; importance (110); Outcome, E
designed how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Safety Features Attractive woods by road and Customer importance; importance (110); Outcome, E
lack of clear space to woods how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
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Appendix E: Surveys Administered by the States to Their Customers
MINNESOTA TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure External/
Services/ Type Internal
Group
Safety Features Vegetation on shoulders Willingness to pay in travel minutes and imputed Value E
blocking site distance time to avoid unsafe economic value in $ added
conditions
Safety Features Vegetation blocking site Willingness to pay in travel minutes and imputed Value E
distance at corners time to avoid unsafe economic value in $ added
conditions
Safety Features Vegetation blocking signs Willingness to pay in travel minutes and imputed Value E
time to avoid unsafe economic value in $ added
conditions
Attractive Amount of roadside litter Customer importance; importance (110); Outcome, E
Roadsides how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Attractive Amount of roadside litter Litter indicator litter indicator scale of Outcome E
Roadsides 110
Attractive Amount of roadside litter Willingness to pay in travel minutes and imputed Value E
Roadsides time to avoid litter economic value in $ added
Attractive Noxious weed control Customer importance; importance (110); Outcome, E
Roadsides how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Attractive Noxious weed control Noxious weed indicator indicator value (110) Outcome E
Roadsides
Attractive Vegetation control Vegetation control indicator indicator value (110) Outcome E
Roadsides
Attractive Vegetation height control Customer importance; importance (110); Outcome, E
Roadsides how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Attractive Vegetation by road not neat Customer importance; importance (110); Outcome, E
Roadsides how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Highway Permits/ Encroachments on Right-of- Customer importance; importance (110); Outcome, E
Regulations Way how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Highway Permits/ Accessibility of permit office Customer importance; importance (110); Outcome, E
Regulations how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Highway Permits/ Consistency of permit Customer importance; importance (110); Outcome, E
Regulations requirements how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Highway Permits/ Time to issue permits Customer importance; importance (110); Outcome, E
Regulations how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Motorist Services Motorist info on unplanned Customer importance; importance (110); Outcome, E
conditions how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
Motorist Services Rest area attractiveness Cu Customer importance; importance (110); Outcome, E
how well DOT is doing; how well DOT doing relative
allocate $100 (110); $ tradeoff value
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.
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MONTANA: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Type Internal/
Services/ External
Group
Signage 3 Measures: current state, Current state (14); Outcome and E
importance, $ priority Importance (14); Preference
Priority (14)
Information 3 Measures: current state, Current state (14); Outcome and E
importance, $ priority Importance (14); Preference
Priority (14)
Rest Stop 3 Measures: current state, Current state (14); Outcome and E
Maintenance importance, $ priority Importance (14); Preference
Priority (14)
Striping 3 Measures: current state, Current state (14); Outcome and E
importance, $ priority Importance (14); Preference
Priority (14)
Debris Removal 3 Measures: current state, Current state (14); Outcome and E
importance, $ priority Importance (14); Preference
Priority (14)
Winter Maintenance 3 Measures: current state, Current state (14); Outcome and E
importance, $ priority Importance (14); Preference
Priority (14)
Roadsides 3 Measures: current state, Current state (14); Outcome and E
importance, $ priority Importance (14); Preference
Priority (14)
Surfaces 3 Measures: current state, Current state (14); Outcome and E
importance, $ priority Importance (14); Preference
Priority (14)
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.
NEW HAMPSHIRE: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure External/
Services/ Type Internal
Group
Research Allocation Allocation of $100 Relative E
Value
Paving Allocation Allocation of $100 Relative E
Value
Roadside Mowing Allocation Allocation of $100 Relative E
Value
Trash Pickup Allocation Allocation of $100 Relative E
Value
Roadway Signage Allocation Allocation of $100 Relative E
Value
Roadway Striping Allocation Allocation of $100 Relative E
Value
Bridge Inspection Allocation Allocation of $100 Relative E
Value
Snow & Ice Allocation Allocation of $100 Relative E
Removal Value
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Appendix E: Surveys Administered by the States to Their Customers
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.
OHIO: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure External/
Services/ Type Internal
Group
Snow and Ice Professional Road Condition 10 (Excellent) to Outcome E
Control Spotter Rating 1 (Poor)
Pennsylvania
Pennsylvania DOT has conducted external customer surveys for a number of years. Most
of the questions are focused on customer satisfaction.
PENNSYLVANIA: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Group
Ride Quality of Outcome E
Interstate
Ride Quality of Outcome E
Numbered Traffic
Routes Interstate
Ride Quality of Outcome E
Secondary Roads
Snow and Ice Customer P-F/Average/ Meets Outcome E
Removal Satisfaction Expectations/ Exceeds
Expectations/ Excellent
Traffic Line Painting Customer P-F/Average/ Meets Outcome E
Satisfaction Expectations/ Exceeds
Expectations/ Excellent
Highway Traffic Signs Customer P-F/Average/ Meets Outcome E
Satisfaction Expectations/ Exceeds
Expectations/ Excellent
Work Zone Warning Customer P-F/Average/ Meets Outcome E
Signs Satisfaction Expectations/ Exceeds
Expectations/ Excellent
Travel Lanes Clearly Customer P-F/Average/ Meets Outcome E
Identified Satisfaction Expectations/ Exceeds
Expectations/ Excellent
Length of Delays Customer P-F/Average/ Meets Outcome E
Satisfaction Expectations/ Exceeds
Expectations/ Excellent
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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.
VIRGINIA: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Groups
Overall Visual Appeal Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
(General Category) Satisfaction Satisfied
Rest Area Design Customer 1=Extremely Dissatisfied; 5= Extremely Outcome E
Satisfaction Satisfied
Environmental Compatibility Customer 1=Extremely Dissatisfied; 5= Extremely Outcome E
Satisfaction Satisfied
Landscaping Customer 1=Extremely Dissatisfied; 5= Extremely Outcome E
Satisfaction Satisfied
Sound Barriers Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Overall Safety Items Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
(General Category) Satisfaction Satisfied
Construction Signs Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Warning Signs Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Lane Width Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Safety Barriers Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Pavement Markings Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Shoulder Width Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Detour Directions Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Roadway Lighting Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Wet Weather Conditions Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Overall Bridge Condition Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
(General Category) Satisfaction Satisfied
Visual Appearance Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Durability of Road Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Smooth Ride Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Travel Amenities Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
(General Category) Satisfaction Satisfied
Mileage/Destination Signs Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Service/Attraction Signs Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Number of Rest Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Areas/Plazas Satisfaction Satisfied
Variety of Rest Area/Plaza Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Services Satisfaction Satisfied
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VIRGINIA: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Groups
Number of Emergency Call Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Boxes Satisfaction Satisfied
Overall Pavement Conditions Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
(General Conditions) Satisfaction Satisfied
Surface Appearance Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Quiet Ride Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Smooth Ride Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Durability Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Maintenance Response Time Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
(General Category) Satisfaction Satisfied
Rest Area Cleaning Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Response Time Satisfaction Satisfied
Guardrail Repair Response Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Time Satisfaction Satisfied
Litter Removal Response Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Time Satisfaction Satisfied
Snow Removal Response Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Time Satisfaction Satisfied
Pavement Repairs Response Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Time Satisfaction Satisfied
Overall Traffic Flow Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
(General Category) Satisfaction Satisfied
Toll Booth Delays Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Accident Clean Up Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Level of Congestion Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Construction Delays Customer 1=Extremely Dissatisfied; 5=Extremely Outcome E
Satisfaction Satisfied
Pavement Smoothness and Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
Pothole Repairs on Major Satisfaction
Roads
Pavement Smoothness and Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
Pothole Repairs on Satisfaction
Secondary Roads
Moving and Brush Removal Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
on Major Roads Satisfaction
Mowing and Brush Removal Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
on Secondary Roads Satisfaction
Snow Removal and Surface Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
Treatment on Major Roads Satisfaction
Snow Removal and Surface Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
Treatment on Secondary Satisfaction
Roads
Signing Around Construction Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
and Maintenance Activities Satisfaction
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VIRGINIA: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Groups
Ditching and Shoulder Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
Maintenance Satisfaction
Grading on Gravel Roads Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
Satisfaction
Dust on Gravel Roads Near Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
Houses Satisfaction
Traffic Signals and Pavement Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
Markings Satisfaction
Informing the Public about Customer 1 (Poor); 2 (Fair); 3 (Good); 4 (Excellent) Outcome E
VDOT Activities Satisfaction
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.
WASHINGTON STATE: TYPES OF MEASURES IN CUSTOMER SURVEYS
Activities Products/ Attributes Measure Scale Measure Internal/
Services/ Type External
Group
Paved Roadway Perceived LOS; desired LOS LOS (15) Outcome E
Surfaces
Road Shoulders Perceived LOS; desired LOS LOS (15) Outcome E
Roadside Perceived LOS; desired LOS LOS (15) Outcome E
Vegetation Perceived LOS; desired LOS LOS (15) Outcome E
Landscaping Perceived LOS; desired LOS LOS (15) Outcome E
Drainage Perceived LOS; desired LOS LOS (15) Outcome E
Structures Perceived LOS; desired LOS LOS (15) Outcome E
Traffic Control Perceived LOS; desired LOS LOS (15) Outcome E
and Safety
Rest Areas Perceived LOS; desired LOS LOS (15) Outcome E
Snow and Ice Perceived LOS; desired LOS LOS (15) Outcome E
Removal
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Appendix E: Surveys Administered by the States to Their Customers
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.
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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