Florida Department of

TRANSPORTATION

Florida Customer Satisfaction Survey

A slide presentation to the FDOT Executive Workshop in July 2005 is available. The statewide comparison of the results from surveys of the customer groups can also be accessed.

From August 2004 to February 2005, the FDOT conducted its third customer satisfaction surveys. A total of 6,026 FDOT customers responded to our surveys. They included Florida residents (2,806), visitors to Florida (489), government officials (454), Well Elders (526), and commercial drivers (1,751). Like customers in the first two surveys, 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 survey results are comparable to those of the previous two customer surveys. This is expected because the action plans were in place for only a couple of years when the 2004/05 customer survey was conducted. Compared to the base year, 2004/05 survey results showed no significant change in respondent satisfaction with visibility of roadway striping and markings at night (67%), and timeliness of completing construction projects (37%).

An increase was observed in satisfaction with "access to business during construction" (from 51% to 58%). FDOT has given a lot of emphasis to this area since the 2000 survey. Government officials were more satisfied with "seeking government input during design". The percentage of government officials who agreed or strongly agreed that FDOT sought their government unit's input during design of construction projects increased from 65% to 70%.