This report investigates the application of customer satisfaction concepts and measures to Minnesota Department of
Transportation (Mn/DOT) operations. It defines the terms customer and customer satisfaction, estimates the cost of
collecting customer satisfaction information, discusses related research and management activities, and makes
Specific research findings include the following:
* The measurement of customer satisfaction primarily occurs in the private sector.
* The straightforward definitions of customer and customer satisfaction can be translated to fit public sector
* Specifying customers and measuring their satisfaction are deceptively difficult and require input from top
* Developing and implementing a customer satisfaction measurement system takes time and requires a
significant financial investment.
* Initial customer satisfaction projects suffer from a higher than average failure rate, often caused by lack of
planning before execution.
* Segments of the public may view design and implementation of customer satisfaction measures as wasteful,
especially if the project is not successful.
Hansen, Robert A..
Development of scaled measures of user and citizen satisfaction with Mn/DOT services.
Minnesota Department of Transportation.
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