Title
Development of scaled measures of user and citizen satisfaction with Mn/DOT services
Publisher
Minnesota Department of Transportation
Abstract
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
recommendations.
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
needs.
* Specifying customers and measuring their satisfaction are deceptively difficult and require input from top
management.
* 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.
Funding information
Minnesota Department of Transportation
Suggested Citation
Hansen, Robert A..
(1996).
Development of scaled measures of user and citizen satisfaction with Mn/DOT services.
Minnesota Department of Transportation.
Retrieved from the University of Minnesota Digital Conservancy,
https://hdl.handle.net/11299/155330.