TxDOT Receives Excellent Customer Satisfaction Ratings Across Wide Range of Multi-Modal Transportation Services, Outreach
Survey measures customer service, travel information centers, communication initiatives, more
AUSTIN — In its ongoing mission to become a best-in-class state agency, the Texas Department of Transportation recently achieved a 92-percent satisfaction rating among its external customers. The survey, conducted by the Texas Legislative Council (TLC) between October 2013 and January 2014, measured all areas of the agency’s multi-modal approach to keeping Texans moving safely and efficiently across land and water, as well as through the air.
"Meeting the expectations of our business partners helps nurture productive outcomes for the entire state of Texas," said Chairman Ted Houghton, Texas Transportation Commission. "We are pleased to hear such positive feedback and will continue to maintain the exceptional levels of satisfaction that are mutually beneficial to our business partners and the hardworking people of Texas."
"TxDOT has made great strides in recent years to be more open and responsive to the people it works with every day while also improving agency operations," said Sen. Kirk Watson. "That shows in these high marks. Just about every Texan is affected by our state’s transportation system and I’m pleased TxDOT has focused on listening to them and local partners."
The TLC survey was conducted through a combination of online and mailed questions distributed to more than 6,200 individual customers and 19 service areas within the agency. The survey collected feedback on the public’s satisfaction with agency business services, staff, communications, facilities, website and complaint-handling processes, among other categories. Along with TxDOT’s overall 92-percent satisfaction rating, the agency’s Aviation division and Travel Information Centers scored 95- and 99-percent satisfaction ratings, respectively.
"Our customers are absolutely essential to guiding the ways in which we do business," said TxDOT Executive Director LtGen Joe Weber, USMC (Ret). "We’re very proud that these survey results indicate an overall and exceptional level of satisfaction, but our work is far from done. We look forward to continuously improving our service to the people of Texas and exploring new and innovative ways to build and strengthen partnerships that benefit all who travel our great state."
For media inquiries, contact TxDOT Media Relations at MediaRelations@txdot.gov or (512) 463-8700.