Untitled Document

ITD commissions statewide phone survey
to determine level of customer satisfaction

It’s a rather basic premise – you can’t determine where you’re going unless you know where you are.

Part of ITD’s strategic planning effort, introduced last year, is to help determine the satisfaction level of the department’s stakeholders, the citizens of Idaho. To establish that benchmark, the strategic planning group focusing on enhancing customer service recently commissioned a statewide random survey by the University of Idaho.

ITD’s research office helped develop the survey and provided input on the questions, said Ned Parrish, manager of the ITD Research Office.

The university’s Social Science Research Unit (SSRU) began the telephone (line-based and cell phone) survey early this month. The goal is to reach 1,650 Idahoans in all regions of the state.

Randomly selected residents received a postcard last month announcing the survey and its intended purpose. The survey includes more than 80 questions related to a range of topics such as:

Highway maintenance and quality
Highway construction projects
Division of Motor Vehicles services
511 Traveler Information services
ITD’s Web site
Public involvement and planning
Alternative transportation modes and availability
Customer service

The survey is one of several ITD has initiated, Parrish said. Others relate to partnerships, employees and other state transportation departments.

“We want the ITD research program to support the strategic plan and other key programs, such as Practical Design,” he said. His office also is involved in reporting on performance initiatives, accountability and other requirements.