SDDOT 2002 Statewide Customer Survey
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Summary
This report presents the findings of the 2002 Statewide Customer Survey conducted by the South Dakota Department of Transportation (SDDOT). The study was motivated by the need to evaluate the effectiveness of the SDDOT’s 2001 Strategic Plan, which was originally shaped by customer feedback from 1997 and 1999 assessments. The primary research objectives were to assess public and key customer group opinions on the composition, importance, and quality of SDDOT services; measure progress in addressing prior concerns; and identify specific actions to improve performance and public perception. This survey marked the first time data was gathered from all key user segments, including citizens, leisure travelers, farmers, emergency vehicle operators, carriers/shippers, and legislators. The research employed a mixed-methods approach consisting of qualitative focus groups and quantitative telephone interviews. Between March and April 2002, 88 individuals participated in ten focus group sessions across Aberdeen, Rapid City, Pierre, and Sioux Falls. Following this, a computer-aided telephone interview survey was conducted from May to June 2002, involving 1,182 respondents. The sample included six distinct segments: citizens, leisure travelers, farmers, emergency vehicle operators, carriers/shippers, and a subset of 60 legislators. The survey evaluated perceptions of 18 key products and services, ranging from infrastructure maintenance to information dissemination. The findings indicated significant positive changes in customer satisfaction compared to the 1999 survey, with statistically significant improvements in seven of fourteen performance areas. Overall satisfaction with the SDDOT increased, driven by proactive efforts in core services such as roadway maintenance, winter maintenance, and communication. Users across all segments prioritized basic infrastructure services, specifically providing a clean driving surface and maintaining roads and bridges. While satisfaction was generally high, notable segment differences emerged. Emergency vehicle operators placed significantly higher importance on safety-related services and supported greater financial investment in local road access. Conversely, carriers and shippers expressed lower satisfaction with basic infrastructure maintenance. Farmers assigned less importance to travel information and speed zone posting, while legislators were more supportive of long-term planning investments. Regional variations were less pervasive than segment differences, though the Mitchell region reported higher overall satisfaction, and the Aberdeen region showed the greatest improvement in snow removal satisfaction. The study concludes that the SDDOT’s focus on delivering core services and strengthening communications has successfully improved public perception. However, the report highlights the need for customized communication strategies to address the diverse needs of specific user segments, particularly regarding information sources and expectations. Recommendations include developing a targeted media relations plan, expanding the use of variable message signs for real-time travel information, and addressing specific concerns such as the perception of unnecessary work zone delays. The findings provide a framework for updating the SDDOT’s management action plan to better align service delivery with the distinct priorities of its varied customer base.
Key finding
Overall satisfaction with DOT performance increased significantly from 1999 to 2002, with snow and ice removal satisfaction rising from 6.42 to 7.60 on a 10-point scale.
Methodology
mixed_methods
Sample size: 1182
Provenance
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Summary generated by qwen3.6-27b-prismaquant on 2026-06-10; verification: verified.
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- Empirical Findings: self report data