Write Up:

Providing outstanding customer service is one of MoDOT’s core values and is the responsibility of all employees 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 all seven district boundaries using a one team approach. The data shown in the graphs reflect how surveyed customers rated their interactions with MoDOT.

During the first quarter of 2026, overall customer satisfaction remained at 83%, the same as in the first quarter of 2025. Politeness of staff rose to 97%, up from 93% in 2025. Customer satisfaction with the clarity of responses increased to 95%, compared to 89% in 2025. Responsiveness also improved to 94%, up from 89% in 2025.

The average time to complete customer requests was 3.1 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 and is established by projecting a 10% improvement over a 5-year average.