Development of scaled measures of user and citizen satisfaction with Mn/DOT services

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.