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


63 Rest Areas

4 Welcome Centers

16 Truck Comfort Stations

8 Service Plazas

Facilities

http://infonet.dot.state.fl.us/statemaintenanceoffice/Rest_Area_Listing.htm



Old Manual Process: 2400 cards/year

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



Automating Customer Comments:Rest Areas

• Re-Designed Cards• New Questions• Scanned Responses

Facility Bar Code



Automating Customer Comments:Truck Comfort Stations

• Added Specific Truck Questions

Facility Bar Code



•Card Boxes mounted visibly

•Cards collected twice/week

•Cards scanned and posted daily

•Customers contacted within 5 days

•Records retained

•QAR performed annually



•Contract Administration Checklist

•Quality Assurance Review Checklist



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



Management Reports on Intranet





Data formatDate range

Reporting Level



3.7 Target

District



Statewide Data

1 Month reporting period

Feedback categories

Rest Rooms

Attendants

Vending

Grounds & Parking

Safety

Security

Overall Rating



Data sorted by

Facility

Maintenance Area

District

Statewide

Card Count

Statewide Data




Composite satisfaction for all facilities within Maintenance Area

District Data

Maintenance Unit



District Card Count

District Data




19 cards



St. Johns Northbound RA



Documenting Inspection



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



etrucker OVERDRIVE Magazine January 2004 Highway Report Card

Ranked #1



State Permits Office

Overweight and Over Dimensional Permitting



State Permits OfficePermit Type

Data Format Select Date Range



Feedback Sorted by

Blanket (annual)

Trip

Both

Other



Quarterly Feedback

Permits Contractor mails cards

DOT scans and posts data

Overall high satisfaction



Individual Card Data1038 cards submitted



Feedback on Process Concerns



Document Good Performance



Motor Carrier Compliance







I 75 Wildwood WIM Southbound





Road Rangers

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









Maintenance Business Plan Strategic Improvements





FDOT Customer Comment Card System

Documents

Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System