Write Up:

Just like well-maintained roads and bridges, MoDOT delivers information. The citizens of Missouri expect timely, accurate and understandable information from their department of transportation. Whether it’s a news release, social media post, text alert or a notice of a public meeting, MoDOT makes every effort to get the word out as quickly and as clearly as possible. The results of this effort are public trust and respect. With numbers consistently above 90% agreement for the past five surveys, this measure shows the department meets customers’ high expectations.

While customer satisfaction with MoDOT remains relatively high, the percent of Missourians surveyed who says they are satisfied with the job MoDOT is doing dropped from 83% in 2017 to 77% in 2019, a 6% decline. In addition, those customers who reported they are very satisfied with MoDOT decreased from 28% to 20%.

Results have remained fairly steady, with some decreases. Possible reasons for the decreases seen in these measures could be related to stagnant funding and system condition, as well as a harsh winter and flooding.

As the agency responsible for transportation in Missouri, MoDOT must hold its lead as an expert in the field. The department continues to work on improving partnerships with all Missourians, including local government, elected officials and transportation-related groups and organizations in order to deliver the very best possible transportation system with the resources available. Gaining and keeping the public’s trust is critical to MoDOT’s overall success. The best way MoDOT can accomplish this is to deliver on the commitments it makes.

The 2019 survey shows an overwhelming majority of customers perceive the department as Missouri’s transportation expert. Ninety-one percent of those surveyed agreed MoDOT serves this role, a percentage the department has consistently maintained for more than 10 years. Of the 91%, 52% of respondents “strongly agreed” and 39% “somewhat agreed” MoDOT serves as the state’s primary transportation expert.

The 2019 survey results indicate 82% of Missourians trust MoDOT to keep its commitments to the public, compared to 87% in the previous survey. While 82% is still a high measure of trust in a government agency, it reflects a 5% decrease from 2017, the lowest rating since before 2012.

Purpose of the Measure:

This measure tracks the percent of customers who are satisfied with MoDOT as a leader and expert in transportation issues, how effectively MoDOT conveys its expertise to the traveling public and keeps its commitments, and also tracks whether customers feel MoDOT provides timely, accurate and understandable information about road projects, highway conditions and work zones.

Measurement and Data Collection:

Data is collected through a biennial, in odd-numbered years, telephone survey of approximately 3,500 randomly selected Missourians.

The target for this measure is updated bi-annually in October. MoDOT strives to reach and maintain 100% satisfaction across all aspects of customer satisfaction, based on standards in major global industries.