using customer feedback to manage performance florida’s customer comment card system

State Maintenance Office

Using Customer Feedback to Manage

Performance Florida’s Customer

Comment Card System

Florida Department of TransportationOctober 12, 2004

Florida Department of Transportation

State Maintenance Office

63 Rest Areas

4 Welcome Centers

16 Truck Comfort Stations

8 Service Plazas

Facilities

Florida Department of Transportation

State Maintenance Office

Old Manual Process: 2400 cards/year

• Questions not specific to FDOT survey• Each card read individually

Florida Department of Transportation

State Maintenance Office

Automating Customer Comments:Rest Areas

• Re-Designed Cards• New Questions• Scanned Responses

Facility Bar Code

Florida Department of Transportation

State Maintenance Office

Automating Customer Comments:Truck Comfort Stations

• Added Specific Truck Questions

Facility Bar Code

Florida Department of Transportation

State Maintenance Office

•Card Boxes mounted visibly

•Cards collected twice/week

•Cards scanned and posted daily

•Customers contacted within 5 days

•Records retained

•QAR performed annually

Florida Department of Transportation

State Maintenance Office

•Contract Administration Checklist

•Quality Assurance Review Checklist

Florida Department of Transportation

State Maintenance Office

Using Customer Feedback•Rest areas, welcome centers & truck comfort stations

•Inspection Checklist Rating calibrated with

Customer Satisfaction

•3.7 satisfaction ~ 90 condition rating

•Daily feedback used to manage for results

•Used by FDOT & Asset Management Contractors,

RESPECT of Florida, Blind Services

Florida Department of Transportation

State Maintenance Office

Management Reports on Intranet

Florida Department of Transportation

State Maintenance Office

Florida Department of Transportation

State Maintenance Office

Data formatDate range

Reporting Level

Florida Department of Transportation

State Maintenance Office

3.7 Target

District

Florida Department of Transportation

State Maintenance Office

Statewide Data

1 Month reporting period

Feedback categories

Rest Rooms

Attendants

Vending

Grounds & Parking

Safety

Security

Overall Rating

Florida Department of Transportation

State Maintenance Office

Data sorted by

Facility

Maintenance Area

District

Statewide

Card Count

Statewide Data

1 Month reporting period

Florida Department of Transportation

State Maintenance Office

Composite satisfaction for all facilities within Maintenance Area

District Data

Maintenance Unit

Florida Department of Transportation

State Maintenance Office

District Card Count

District Data

1 Month reporting period

Florida Department of Transportation

State Maintenance Office

19 cards

Florida Department of Transportation

State Maintenance Office

St. Johns Northbound RA

Florida Department of Transportation

State Maintenance Office

Documenting Inspection

Florida Department of Transportation

State Maintenance Office

Composite Rest Area SatisfactionTime period Card

CountRest Room

Attendant Vending Grounds & Parking

Safety Security Score

06/01/02 –05/31/03

5958 3.90 4.03 3.85 4.37 4.32 4.20 4.10

06/01/03 – 05/31/04

8646 4.05 4.12 3.89 4.43 4.33 4.27 4.18

45% increase in cards received

Florida Department of Transportation

State Maintenance Office

etrucker OVERDRIVE Magazine January 2004 Highway Report Card

Ranked #1

Florida Department of Transportation

State Maintenance Office

State Permits Office

Overweight and Over Dimensional Permitting

Florida Department of Transportation

State Maintenance Office

State Permits OfficePermit Type

Data Format Select Date Range

Florida Department of Transportation

State Maintenance Office

Feedback Sorted by

Blanket (annual)

Trip

Both

Other

Florida Department of Transportation

State Maintenance Office

Quarterly Feedback

Permits Contractor mails cards

DOT scans and posts data

Overall high satisfaction

Florida Department of Transportation

State Maintenance Office

Individual Card Data1038 cards submitted

Florida Department of Transportation

State Maintenance Office

Feedback on Process Concerns

Florida Department of Transportation

State Maintenance Office

Document Good Performance

Florida Department of Transportation

State Maintenance Office

Motor Carrier Compliance

Florida Department of Transportation

State Maintenance Office

Florida Department of Transportation

State Maintenance Office

Florida Department of Transportation

State Maintenance Office

I 75 Wildwood WIM Southbound

Florida Department of Transportation

State Maintenance Office

Florida Department of Transportation

State Maintenance Office

Road Rangers

More than 300,000 cards/year read manually under old process

Florida Department of Transportation

State Maintenance Office

Florida Department of Transportation

State Maintenance Office

Florida Department of Transportation

State Maintenance Office

Florida Department of Transportation

State Maintenance Office

Maintenance Business Plan Strategic Improvements

Florida Department of Transportation

State Maintenance Office

Florida Department of Transportation

State Maintenance Office

FDOT Customer Comment Card System