Florida Department of

TRANSPORTATION

Florida Customer Satisfaction Survey

A PowerPoint presentation to the FDOT Executive Board Meeting in April 2003 is available. The visitor survey results  and a statewide comparison  of the results from the resident, Well Elder and government official surveys can also be accessed.

From August 2002 to February 2003, the FDOT conducted its second customer satisfaction survey. A total of 3,073 DOT customers responded to our customer satisfaction survey. They included Florida residents (1,752), visitors to Florida (448), government officials (476), and Well Elders (397). Like customers in the FY 01 customer satisfaction survey, these groups rated their satisfaction with several aspects of the State Highway System, which included the visibility of roadway signs and markings, construction zones, traffic flow, rest areas and airports, and overall satisfaction with the system.

The FY 03 survey results are comparable to those of the FY 01 customer survey. This is expected because the action plans were in place for only a short period of time when the FY 03 customer survey was conducted. Not surprisingly, no significant changes were observed in two of the four improvement areas identified by the FY 01 survey customers: visibility of roadway striping and markings at night, and timeliness of completing construction projects. A slight increase was seen in satisfaction with "access to business during construction" (3% for residents and 4% for government officials). Government officials were more satisfied, a 6% increase, with "seeking government input during design".