SATISFACTION SURVEY Dr. Sameer Bawa, Director BBC Research & - PowerPoint PPT Presentation

2015 INDOT CUSTOMER SATISFACTION SURVEY Dr. Sameer Bawa, Director BBC Research & Consulting 1999 Broadway, Suite 2200 Denver, Colorado 80202 (303) 321-2547 sbawa@bbcresearch.com

KEY TOPICS • Transportation priorities • Construction management • Satisfaction with services • Highway safety • Current transportation issues 2

APPROACH & ANALYSIS • Telephone/online survey • 1,200 roadway customers • 200 customers per district 3

TRANSPORTATION CHANGES (NEXT 10 YEARS IF FUNDING STAYS THE SAME) Highway Conditions Get much better Get better Stay about the same Get worse Get much worse 6% 20% 38% 23% 12% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Highway Congestion Get much better Get better Stay about the same Get worse Get much worse 5% 13% 38% 31% 14% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 4

FUNDING PRIORITIES Current Allocation 44.0% Maintaining road conditions 41.8% Preferred Allocation 44.0% Ensuring bridges are in good condition 36.0% 6.0% Safety projects 11.7% 6.0% Lane/intersection construction 10.6% 0% 20% 40% 60% 80% 100% 5

CONSTRUCTION MANAGEMENT Very Dissatisfied Dissatisfied Satisfied Very Satisfied Notifying public about 6% 11% 36% 23% construction projects Minimizing disruption to drivers 4% 14% 35% 14% Minimizing disruption to communities 5% 13% 34% 13% Completing construction projects in 8% 16% 31% 13% reasonable amount of time Overall satisfaction with 4% 11% 42% 13% construction management Very Dissatisfied/Dissatisfied Satisfied/Very Satisfied 6

CONSTRUCTION MANAGEMENT 2013 VS. 2015 60% Notifying public about 2015 construction projects 62% 2013 48% Minimizing disruption to drivers 58% 47% Minimizing disruption to communities 60% Completing construction projects in 44% reasonable amount of time 56% Overall satisfaction with 55% construction management 61% 0% 20% 40% 60% 80% 100% 7

HIGHWAY SAFETY Strongly Disagree Disagree Agree Strongly Agree I feel safe traveling 1% 4% 49% 33% on highways I feel safe when driving 5% 16% 38% 15% through work zones (night) I feel safe when driving 2% 6% 47% 29% through work zones (day) Strongly Disagree/Disagree Agree/Strongly Agree 8

OVERALL IMPRESSIONS Overall Satisfaction Very Dissatisfied Dissatisfied Satisfied Very Satisfied 2% 7% 49% 13% Very Dissatisfied/Dissatisfied Satisfied/Very Satisfied Overall Confidence Strongly Disagree Disagree Agree Strongly Agree 3% 8% 46% 19% Strongly Disagree/Disagree Agree/Strongly Agree 9

IMPORTANCE OF SERVICES Extremely Important Very Important Important Most Important Less Important Not Important Removing snow/ice from highways 81% 16% 3% 0.3% Repairing/maintaining bridges 72% 21% 5% 1% 0.2% Repairing/maintaining highways 71% 23% 6% 1% 0.3% Ensuring water drains during storms 59% 29% 10% 1% 0.2% Ensuring striping on highways is visible 57% 29% 12% 1% 0.3% Least Important Picking up trash along highways 24% 30% 33% 11% 2% Mowing/trimming along highways 21% 29% 35% 14% 2% Adding lanes to existing highways 21% 27% 33% 14% 5% Providing room for bicyclists 22% 21% 27% 18% 12% Building new highways 19% 23% 32% 18% 8% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 10

SATISFACTION WITH SERVICES Most Satisfied Very Dissatisfied Dissatisfied Satisfied Very Satisfied Maintaining informational/warning signs 1% 5% 48% 28% Keeping guardrails in good condition 1% 3% 51% 24% Ensuring water drains during storms 1% 5% 48% 22% 1% 6% 48% 22% Keeping shoulders in good condition Keeping rest areas clean 2% 4% 42% 25% Very Dissatisfied/Dissatisfied Satisfied/Very Satisfied Least Satisfied Very Dissatisfied Dissatisfied Satisfied Very Satisfied Removing debris from highways 3% 13% 39% 17% Repairing/maintaining highways 4% 12% 42% 14% Building new highways 5% 8% 33% 17% Minimizing congestion on highways 3% 12% 38% 12% Providing room for bicyclists 8% 16% 28% 11% Very Dissatisfied/Dissatisfied Satisfied/Very Satisfied 11

SATISFACTION WITH IMPORTANT SERVICES Very Dissatisfied Dissatisfied Satisfied Very Satisfied Removing snow/ice from highways 3% 6% 45% 24% Repairing/maintaining bridges 3% 11% 39% 18% Repairing/maintaining highways 4% 12% 42% 14% Ensuring water drains during storms 1% 5% 48% 22% Ensuring striping on highways is visible 2% 7% 47% 22% Very Dissatisfied/Dissatisfied Satisfied/Very Satisfied 12

IMPORTANCE VS. SATISFACTION Highway signs Guardrails Freight transportation Roadway striping Rest areas Snow removal Mowing and trimming Water drainage Adding lanes Highway shoulders Street lights Maintaining bridges Litter and trash cleanup Removing debris Maintaining highways Building highways Minimizing congestion Room for bicyclists 13

SUMMARY AND IMPLICATIONS • High satisfaction with INDOT overall, consistent across INDOT districts and with 2013 survey • Moderate satisfaction with INDOT customer service and direct and online communications • High satisfaction with several important services such as guardrails, snow removal, and signs • Low satisfaction with several important services such as congestion, debris removal, and repairs • Lowest satisfaction with construction management including completing projects in a timely manner • Predictors of overall satisfaction include value from taxes and INDOT’s efforts to keep customers informed 14

QUESTIONS 15