On Wednesday, Feb. 19, MoDOT employees from around the state gathered to discuss the January 2014 edition of Tracker and the latest Tracker Focal Point, which covered customer service.
As you may recall, Tracker Focal Point is a new performance management tool that takes a deeper look at performance on district and division levels. Because Tracker is more focused on the most relevant measures associated with our tangible results, Tracker Focal Point allows the department to examine and compare additional data from across the state.
It's no secret that MoDOT excels at customer service. With an overall customer satisfaction rate of 85 percent, we beat Starbucks, UPS, Volkswagen, and many other businesses where customer satisfaction is key.
It is still important to take an in-depth look at customer service because it allows us to look for trends and find ways to proactively change and improve.
During the meeting, Chief Engineer Ed Hassinger reminded everyone that customer service will always be personal.
“One person’s opinion can balance on a pothole,” said Hassinger. “Something that basic can be the difference between a satisfied or unsatisfied customer.”
The discussion also covered the importance of keeping our commitments, which means more just following through on construction projects. Our commitment to Missourians includes accurate information on the traveler map, filling a pothole in a timely manner, or simply returning a phone call.
Another valuable tool in the customer service tool box is MoDOT’s efforts to be understandable. Whether we’re talking to homeowners at a public meeting, or with a legislator at the Capitol, it’s important to avoid “engineering speak” and giving clear, easy-to-understand information. About 90 percent of those surveyed last year agreed that MoDOT provides understandable information.
The next Tracker Focal Point will focus on the conditions of Missouri’s roads and bridges. Tracker Focal Point is available for review on MoDOT's SharePoint page (link works for employees only).