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Guide for Customer-Driven Benchmarking of Maintenance Activities (2004) / Chapter Skim
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Appendix E - Surveys Administered by the States to Their Customers
Pages 231-246

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From page 231...
... ARIZONA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/Services/Group Attributes Measure Scale Measure Type Internal/ External Paved Roadway Surfaces Perceived Level of Service (LOS) ; desired LOS LOS (1-5)
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From page 232...
... Outcome E Snow and Ice Removal Perceived LOS; desired LOS LOS (1-5) Outcome E CALIFORNIA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Remove/clean spills, debris Maintenance Response to National Disasters Customer Satisfaction Rating 0 (extremely dissatis.)
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From page 233...
... Outcome E Graffiti removal Visual Appeal visual attractiveness Customer Satisfaction Rating 0 (extremely dissatis.) 10 (extremely satis.)
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From page 234...
... Connecticut Connecticut conducted customer surveys regarding rest area maintenance. Appendix E: Surveys Administered by the States to Their Customers 242 CALIFORNIA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Guardrail and safety repair Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Light repair Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Traffic delays due to Maintenance Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Notification of road closures Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Graffiti removal on signs Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Graffiti removal elsewhere Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Pothole repairs Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E Update message: Road Condition Time-Sensitive Maintenance Activities response time Preferred amount of time for service w/in 15, 30, 60 min; 1 day, 3 days, 1 wk Preferred Outcome E CONNECTICUT: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/Services/Group Attributes Measure Scale Measure Type Internal/External Rest Area Maintenance cleanliness and sanitary Y/N Outcome E adequate restroom supplies Y/N Outcome E neat and litter free Y/N Outcome E helpful personnel Y/N Outcome E
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From page 235...
... 243 KANSAS: TYPES OF MEASURES IN CUSTOMER SURVEYS Products/Services/Group Attributes Measure Scale Measure Type Internal/ External Lighting At intersections and interchanges Customer Satisfaction 1 (Very Dis) –5 (Very Satis)
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From page 236...
... –5 (Very poor) Outcome E Value of services provided by KDOT Overall Customer Service 1 = Good Value;2 = OK Value;3 = Poor Value Value Added E KENTUCKY: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Overall Visual Appeal (General Category)
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From page 237...
... Satisfied Outcome E Snow Removal Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E Pavement Repairs Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext.
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From page 238...
... Satisfied Outcome E Construction Delays Customer Satisfaction 1=Extremely Dissatisfied; 5=Ext. Satisfied Outcome E MINNESOTA TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type External/ Internal Clear Roadways Clear of unplanned obstructions Customer importance; how well DOT is doing; allocate $100 importance (1–10)
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From page 239...
... ; $ tradeoff Outcome, relative value E Safety Features Pavement markings Customer importance; how well DOT is doing; allocate $100 importance (1–10) ; how well DOT doing (1–10)
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From page 240...
... All measures were externally focused outcome measures or measures of customer preferences. Appendix E: Surveys Administered by the States to Their Customers 248 MINNESOTA TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type External/ Internal Safety Features Vegetation on shoulders blocking site distance Willingness to pay in travel time to avoid unsafe conditions minutes and imputed economic value in $ Value added E Safety Features Vegetation blocking site distance at corners Willingness to pay in travel time to avoid unsafe conditions minutes and imputed economic value in $ Value added E Safety Features Vegetation blocking signs Willingness to pay in travel time to avoid unsafe conditions minutes and imputed economic value in $ Value added E Attractive Roadsides Amount of roadside litter Customer importance; how well DOT is doing; allocate $100 importance (1–10)
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From page 241...
... Outcome and Preference E NEW HAMPSHIRE: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type External/ Internal Research Allocation Allocation of $100 Relative Value E Paving Allocation Allocation of $100 Relative Value E Roadside Mowing Allocation Allocation of $100 Relative Value E Trash Pickup Allocation Allocation of $100 Relative Value E Roadway Signage Allocation Allocation of $100 Relative Value E Roadway Striping Allocation Allocation of $100 Relative Value E Bridge Inspection Allocation Allocation of $100 Relative Value E Snow & Ice Removal Allocation Allocation of $100 Relative Value E
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From page 242...
... to 1 (Poor) Outcome E PENNSYLVANIA: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Ride Quality of Interstate Outcome E Ride Quality of Numbered Traffic Routes Interstate Outcome E Ride Quality of Secondary Roads Outcome E Snow and Ice Removal Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E Traffic Line Painting Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E Highway Traffic Signs Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E Work Zone Warning Signs Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E Travel Lanes Clearly Identified Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E Length of Delays Customer Satisfaction P-F/Average/ Meets Expectations/ Exceeds Expectations/ Excellent Outcome E
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From page 243...
... Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Construction Signs Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Warning Signs Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Lane Width Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Safety Barriers Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Pavement Markings Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Shoulder Width Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Detour Directions Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Roadway Lighting Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Wet Weather Conditions Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Overall Bridge Condition (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Visual Appearance Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Durability of Road Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Smooth Ride Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Travel Amenities (General Category)
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From page 244...
... Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Rest Area Cleaning Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Guardrail Repair Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Litter Removal Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Snow Removal Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Pavement Repairs Response Time Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Overall Traffic Flow (General Category) Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Toll Booth Delays Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Accident Clean Up Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Level of Congestion Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Construction Delays Customer Satisfaction 1=Extremely Dissatisfied; 5=Extremely Satisfied Outcome E Pavement Smoothness and Pothole Repairs on Major Roads Customer Satisfaction 1 (Poor)
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From page 245...
... Outcome E WASHINGTON STATE: TYPES OF MEASURES IN CUSTOMER SURVEYS Activities Products/ Services/ Group Attributes Measure Scale Measure Type Internal/ External Paved Roadway Surfaces Perceived LOS; desired LOS LOS (1–5) Outcome E Road Shoulders Perceived LOS; desired LOS LOS (1–5)
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From page 246...
... Appendix E: Surveys Administered by the States to Their Customers 254 IMPORTANCE OF CUSTOMER SURVEYS State Attributes Activity Importance Kansas Fix Potholes 1 Snow Removal 2 Maintain Lighting 3 Bridge Maintenance 4 Pavement Markings 5 Remove Debris 6 Shoulder Maintenance 8 Fix Cracks 9 Maintain Signs 7 Maintain Rest Areas 12 Roadside Mowing 11 Fix Guardrail 10 Roadside stripes 2 Roadside smoothness 7 Center stripes 1 Roadside shoulders 3 Road durability 8 Interchange lighting 4 Paved shoulders 10 Bridge conditions 5 Sign reflection 6 Sign accuracy 9 Sign location 11 Rest area frequency 13 Sign frequency 12 Kentucky Pavement conditions 1 Safety 2 Maintenance response time 3 Visual appeal 4 Traffic flow 5 Travel amenities 6 Bridge conditions 7 Rest area frequency 8 Ohio (northeastern) Roadways clear of snow and ice 1 Roadway safety items (guardrails, signals, debris)
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Key Terms

  • customer importance
  • dot doing
  • desired los
  • perceived los
  • satisfaction rating

  • extremely satis
  • response time
  • customer surveys
  • scale measure
  • measure scale

  • attributes measure
  • surveys activities
  • satisfaction outcome
  • los los
  • safety features

  • time preferred
  • preferred amount
  • signs customer
  • extremely dissatis
  • visual appeal

  • road customer
  • delays customer
  • amenities customer
  • appearance customer
  • ride customer

  • barriers customer
  • width customer
  • appeal visual
  • pavement markings
  • travel amenities


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