Transportation Customer Survey, Part 1-Statewide Analysis.

Pigg, Kenneth E.; Brown, Sara J. · 2004 · ROSA P / Missouri. Department of Transportation

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Summary

This report presents the findings of the 2003 Transportation Customer Survey (TCS), a statewide study conducted by the University of Missouri-Columbia for the Missouri Department of Transportation (MoDOT). The research was motivated by the need to establish public accountability and guide agency performance management through reliable citizen input. The TCS replicated the 2000 Constituent Service Quality Survey (CSQS) to create a benchmark for measuring changes in public satisfaction and priorities over time. The study aimed to assess the discrepancy between citizens’ current satisfaction with MoDOT’s performance and their expectations for future attention in specific areas of transportation work. The methodology involved a stratified random sample of 4,000 Missouri residents aged 18 and older, with 400 respondents selected from each of MoDOT’s ten regional districts. This design ensured valid data for both statewide and district-level analysis, with a sampling error of +/- 3 percent at the 95 percent confidence level. The survey, implemented by a commercial firm, achieved a 67.1 percent response rate. The instrument included 34 items covering safety, maintenance, construction, and resource management. Respondents rated their current satisfaction and desired future attention on a four-point scale. The researchers calculated "discrepancy scores" by subtracting future priority ratings from current satisfaction ratings to identify gaps in performance. The 2003 data were compared against the 2000 baseline to evaluate trends. The results indicate that Missourians are generally satisfied with MoDOT’s performance, with over two-thirds expressing satisfaction overall and more than three-quarters satisfied with available transportation options. However, respondents identified significant room for improvement, particularly in pavement quality maintenance and resource allocation. All 34 performance areas were ranked as needing more future attention by over half the respondents, with maintenance of the existing system receiving the highest priority compared to new construction, safety, or congestion management. Discrepancy analysis revealed that while MoDOT is perceived as a strong performer, there are notable gaps between current satisfaction and future expectations, especially regarding maintenance. Compared to the 2000 benchmark, the agency showed marginal but positive improvements in satisfaction and reduced discrepancy scores. Regarding funding, only 36 percent of respondents believed MoDOT received sufficient resources, and there was no consensus on preferred revenue sources. However, respondents allocated approximately 42 percent of fuel tax revenues to maintenance versus 23 percent to new construction. Trust in MoDOT remained high, with over 60 percent of respondents trusting the agency to perform responsibly in six key areas. The significance of this study lies in its provision of empirical data for MoDOT’s performance management and strategic planning. The findings highlight a clear public preference for preserving the existing transportation system over new construction, suggesting that agency priorities should align with this demand. The modest improvements observed since 2000 indicate positive trends in service delivery, but the persistent discrepancies in maintenance and funding perceptions suggest areas requiring continued focus. The lack of consensus on funding sources implies that any future revenue strategies may need to combine multiple approaches. Overall, the report establishes a reliable baseline for ongoing monitoring of public satisfaction and agency accountability in Missouri’s transportation sector.

Key finding

Missouri residents expressed general satisfaction with MoDOT's current performance but identified significant discrepancies requiring increased future attention, particularly for pavement maintenance and resource allocation, while showing modest improvements compared to 2000 benchmarks.

Methodology

survey

Sample size: 4000

Provenance

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Topics

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• incidence prevalence

Information type

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• Applied Guidance: countermeasure evaluation
• Empirical Findings: self report data, observational prevalence