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

Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System. Florida Department of Transportation October 12, 2004. Facilities. 63 Rest Areas 4 Welcome Centers 16 Truck Comfort Stations 8 Service Plazas. Old Manual Process: 2400 cards/year.

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

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  1. Using Customer Feedback to Manage PerformanceFlorida’s Customer Comment Card System Florida Department of Transportation October 12, 2004

  2. Facilities 63 Rest Areas 4 Welcome Centers 16 Truck Comfort Stations 8 Service Plazas

  3. Old Manual Process: 2400 cards/year • Questions not specific to FDOT survey • Each card read individually

  4. Automating Customer Comments: Rest Areas Facility Bar Code • Re-Designed Cards • New Questions • Scanned Responses

  5. Automating Customer Comments:Truck Comfort Stations Facility Bar Code • Added Specific Truck Questions

  6. Card Boxes mounted visibly • Cards collected twice/week • Cards scanned and posted daily • Customers contacted within 5 days • Records retained • QAR performed annually

  7. Contract Administration Checklist • Quality Assurance Review Checklist

  8. 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

  9. Management Reports on Intranet

  10. Reporting Level Date range Data format

  11. 3.7 Target District

  12. Feedback categories Rest Rooms Attendants Vending Grounds & Parking Safety Security Overall Rating Statewide Data 1 Month reporting period

  13. Data sorted by Facility Maintenance Area District Statewide Statewide Data 1 Month reporting period Card Count

  14. District Data Composite satisfaction for all facilities within Maintenance Area Maintenance Unit

  15. District Data 1 Month reporting period District Card Count

  16. 19 cards

  17. St. Johns Northbound RA

  18. Documenting Inspection

  19. Composite Rest Area Satisfaction 45% increase in cards received

  20. etrucker OVERDRIVE Magazine January 2004 Highway Report Card • Ranked #1

  21. State Permits Office Overweight and Over Dimensional Permitting

  22. State Permits Office Permit Type Data Format Select Date Range

  23. Feedback Sorted by Blanket (annual) Trip Both Other

  24. Quarterly Feedback Permits Contractor mails cards DOT scans and posts data Overall high satisfaction

  25. Individual Card Data 1038 cards submitted

  26. Feedback on Process Concerns

  27. Document Good Performance

  28. Motor Carrier Compliance

  29. I 75 Wildwood WIM Southbound

  30. Road Rangers More than 300,000 cards/year read manually under old process

  31. Maintenance Business Plan Strategic Improvements

  32. FDOT Customer Comment Card System

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