Write Up:

Providing outstanding customer service is one of MoDOT’s core values and is the responsibility of every employee in the organization. To actively seek feedback from customers, MoDOT uses a statewide call system and an enhanced online call report system that enables customer service representatives to work across seven district boundaries in a one-team approach. The data provided in the graphs reflects how those surveyed customers rated their interaction with MoDOT.  

During the first quarter of 2024, compared to the first quarter of 2023, overall customer satisfaction increased to 85%. Politeness of response increased to 97%. Customers who were satisfied with the clarity of the response increased to 88%. Responsiveness was up to 88% compared to 81% in 2023.

The average time to complete customer requests was 3.2 days.

Purpose of the Measure:

This measure shows how satisfied customers who contacted MoDOT were with the politeness, clarity and responsiveness they received, as well as their overall level of satisfaction.

Measurement and Data Collection:

Data for this measure comes from a monthly telephone, email and texting survey of 200 customers who contacted a MoDOT customer service center in the previous month. The customer contacts come from call reports logged into the customer service database. Survey participants are asked to respond on an agreement scale regarding three qualities of their experiences. A fourth question is asked regarding their overall satisfaction. This measure also includes the time to complete requests logged into the customer service database. Requests requiring more than 30 days to complete are removed to prevent skewing the overall results.

The target for this measure is updated quarterly. This target is established by projecting a 10% improvement over a 5-year average.