In addition to assessing levels of customer satisfaction, the SDDOT is interested in gaining feedback on the effectiveness of the initiatives implemented in response to the ongoing survey process. Public awareness, and perceptions of the ways that customer surveys and strategic planning efforts have influenced certain departmental programs, program prioritization, and funding priorities would be of particular interest to the Department. Also, the 2004 customer satisfaction assessment contained a comparative analysis of how South Dakota residents perceived the SDDOT in relation to how other states residents perceived their own DOTs performance levels, and this was deemed very insightful.
Several recurrent questions also arise when new customer surveys are initiated, such as:
Have perceptions of the Departments performance changed significantly? If so, how?
How has the Department responded to issues raised in the prior surveys? Have the responses been effective? Are more proactive or effective responses possible?
Do key customer segments-such as commercial vehicle drivers, public transit drivers, older drivers, the agricultural industry, and emergency vehicle operators-perceive the Departments services and performance differently from the population at large? If so, how should the Department respond?
Do public perceptions accurately distinguish between services provided by the Department and services provided by other public and private entities? How well received are the Departments budgetary allocations in efforts to deliver the right mix of services?
Have new issues emerged that are important to the Legislature, the general public, or key customer segments, such as the deployment of dynamic message signs across the state, the implementation of the 511 weather information telephone number, or the departmental response to the ice storm in late November 2005?