Development of Scaled Measures of User and Citizen Satisfaction with Mn/DOT Services
1996-02
Title
Development of Scaled Measures of User and Citizen Satisfaction with Mn/DOT Services
Authors
Published Date
1996-02
Publisher
Minnesota Department of Transportation
Type
Report
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.
Description
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Funding information
Minnesota Department of Transportation
Isbn identifier
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Previously Published Citation
Suggested citation
Hansen, Robert A.. (1996). Development of Scaled Measures of User and Citizen Satisfaction with Mn/DOT Services. Retrieved from the University Digital Conservancy, https://hdl.handle.net/11299/155330.
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