Results from the "Ride the Road with TxDOT" Customer Satisfaction Pilot Program (TTI-2010-6)

The Texas Department of Transportation (TxDOT) wanted to know if the public's perception of Texas' transportation system matches the technical measures the agency uses in the various functional areas that TxDOT is responsible for providing and maintaining. The Texas Transportation Institute (TTI) developed a Customer Satisfaction Program that will bring the public's priorities and expectations on certain issues into the decision-making process of the department. A guidebook, Tell TxDOT, outlines the various techniques to collect public input, and the contents and logistics required for the effective use of each information-gathering method. This report documents the results of one specific data-collection technique to inform the Customer Satisfaction Program. The "Ride the Road with TxDOT" program involves driving participants over sections of roadway and having the participants grade various elements. The customer perspective is then analyzed and compared with other internal measures. Recommendations for future "Ride the Road with TxDOT" efforts include:

• Use shorter, more homogenous sections.
• Choose the route with TxMAP scoring sections in mind.
• Include a break.
• More clearly define survey instrument elements.
• Add a practice section.
• Include nighttime experiments.
• Consolidate some questions such as striping to shorten the survey.
• Survey in rainy weather.