Percent of Customers Satisfied with MoDOT’s Customer Service -2b

Providing outstanding customer service is one of MoDOT’s core values and 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.

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Results Driver

Contact Photo
Tom Blair, P.E.
Tom Blair, P.E.
Title
St. Louis District Engineer
Department
St. Louis District
Contact Info

Phone: (314) 453-1800

E-mail: thomas.blair@modot.mo.gov

Measurement Driver

Contact Photo
preston photo
Preston Kramer
Title
Area Engineer
Department
Central District
Contact Info

Phone: (573) 526-8437

Email: Preston.Kramer@modot.mo.gov

Write Up:

Providing outstanding customer service is one of MoDOT’s core values and 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 fourth quarter of 2020, compared to the fourth quarter of 2019, overall customer satisfaction decreased from 81% to 76%. Politeness of response decreased from 95% to 92%. Customers who were satisfied with the clarity of the response they received decreased from 84% to 80%. Responsiveness was down slightly from 84% to 83%.

The average time to complete customer requests was 2.3 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 five-year average.