customer satisfaction study wave ii
DESCRIPTION
Draft #1. Southeastern Institute of Research. Customer Satisfaction Study Wave II. April 2008. Part of Pulsar Advertising Contract Team. Objectives & Methodology. Objectives. - PowerPoint PPT PresentationTRANSCRIPT
Slide 1*
Draft #1
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Objectives
This research is designed to track and monitor the perceptions and responses of Virginia residents in regard to VDOT.
Specific objectives include:
Monitor residents’ expectations and perceptions of VDOT on critical issues across all areas of Virginia
Provide guidance for VDOT’s outreach communications program across the state
Monitor perceptions of VDOT across the state
Monitor changes in perceptions over time
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Random telephone survey conducted across Virginia
Designed to track key measures of contact, familiarity, satisfaction, and trust of VDOT
Survey includes “diagnostic” questions to understand the nature of the contact
Interviews conducted with 1,800 residents of the Commonwealth
Sample of 200 in each of VDOT’s nine Districts
Wave II Interviews were conducted January/February 2008
Wave I interviews were conducted in May 2007 – one year after the previous wave of the Omnibus
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Methodology
By design, each of VDOT’s nine Districts is equally represented in the sample. In terms of population, this causes some Districts to be over-represented and some to be under-represented. This means that the sample is not representative of Virginia’s population distribution. To correct for this inaccuracy, the data have been weighted.
Weighting is a standard statistical procedure that allows for the correction of distributions in the sample drawn to approximate those of the population from which it is drawn.
In this report, weighted data are used for the “total” sample. When results are reported for each District, unweighted data are utilized.
The weighting rationale is outlined on the following slide.
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Methodology
Note: In order to make appropriate comparisons with 2006 data, the “total” sample reported for 2006 has also been weighted.
Weighting Rational for 2007 and 2008 Samples
District
Designed proportion of sample
Weighted proportion of sample
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Methodology
For some measures in this study, comparable data are available from 2006. In those instances, the results from the three waves of data are compared statistically to determine if there is statistical evidence that there is a difference over the three years – and, thus, that the difference is not due to chance.
A red asterisk (*) is used to indicate that the difference between 2008 and 2007 is statistically significant.
A red carrot (^) is used to indicate that the difference between 2007 and 2006 is statistically significant.
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Satisfaction with VDOT: Functional Areas
Contact with VDOT
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Familiarity
Favorability
(Satisfaction)
Trust
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Even Though a Slight Drop in the Level of Contact Is Reported in this Wave, Most Residents of Virginia Report that They Have Had Some Form of Contact with VDOT Over the Past Year
Q15: Tell me, in which of the following ways have you come into contact with VDOT during the past year?
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About Half of the Residents of Virginia Are Familiar with VDOT and the Work It Does
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
About half (47%) say that they are familiar with VDOT.
18% are not familiar with VDOT and its work.
Data weighted to be representative of Virginia population.
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Familiarity with VDOT Has Remained Stable over the Past Few Years
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
Data weighted to be representative of Virginia population.
47% in 2006
46% in 2007
47% in 2008
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The Highest Level of Familiarity Is Posted for Bristol, at 58%; The Lowest Level Is Reported at 41% in Fredericksburg
58%
47%
46%
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
54%
48%
46%
44%
43%
41%
*
Familiarity Has Not Changed Significantly Across Any of the Districts
NOTE: Percentages indicate those rating their familiarity a “4” or a “5.”
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
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Nearly Half of Virginians Are Satisfied with VDOT
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
Data weighted to be representative of Virginia population.
44%
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After Improving from 2006 to 2007, Satisfaction with VDOT Has Remained
Steady Over the Past Year
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
39% in 2006 vs. 47% in 2007 – a statistically significant increase.
Satisfaction remained constant from 2007 to 2008.
Data weighted to be representative of Virginia population.
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Satisfaction Runs from a High of 66% in Lynchburg to a Low of 33% in Hampton Roads
66%
59%
59%
48%
47%
33%
54%
54%
39%
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Satisfaction with VDOT Has Increased Significantly in Fredericksburg; It Has Decreased Significantly in Staunton
NOTE: Percentages indicate those rating their overall satisfaction a “4” or a “5.”
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
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45% of Virginians Say That They Trust VDOT to Do the “Right Thing” for the People of Virginia
Q5a: To what extent do you trust VDOT to do the right thing for the people of Virginia in regard to managing the state’s road and highway system?
45%
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Following an Increase in 2007, Trust in VDOT Has Remained Stable over the Past Year
Q5a: To what extent do you trust VDOT to do the right thing for the people of Virginia in regard to managing the state’s road and highway system?
Trust increased from 37% in 2006 to 44% in 2007 – a statistically significant increase.
Trust remained constant from 2007 to 2008.
Data weighted to be representative of Virginia population.
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Satisfaction Plays an Important Role in the Development of Trust
Q5a: To what extent do you trust VDOT to do the right thing for the people of Virginia in regard to managing the state’s road and highway system?
83%
“Satisfied” rated their overall satisfaction with VDOT “4” or “5” on a 1-5 scale. “Not Satisfied” rated it “1,” “2,” or “3.”
14%
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Trust Is Highest in Lynchburg (64%) and Lowest in Hampton Roads (34%)
64%
48%
34%
51%
54%
51%
44%
53%
42%
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No Significant Improvements in Trust Are Posted for Any of the Districts over the Past Year
NOTE: Percentages indicate those rating their trust a “4” or a “5.”
Q5a: To what extent do you trust VDOT to do the right thing for the people of Virginia in regard to managing the state’s road and highway system?
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90%*
Familiarity
47%
Favorability
(Satisfaction)
44%
Trust
45%
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Conclusion & Implication
Conclusion: While a decrease in contact with VDOT is posted in this wave of research, overall contact with VDOT remains high. About 9 out of 10 Virginia residents have had some form of contact with VDOT over the past year. Levels of familiarity, satisfaction and trust have not changed significantly this wave – although a few significant changes are posted for certain individual Districts.
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VDOT’s Most Favorable Satisfaction Ratings – Tier 1 – Tend to be for Physical and Material Components of the Roadways Rather than for Planning and Management
Q4: How satisfied are you with VDOT in regard to:
67%
60%
58%
59%
50%
46%
45%
45%
41%
32%
27%
26%
26%
Tier 1: Highest satifactaionratings
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Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
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* 2008 differs significantly from 2007 at a 95% confidence level
Tier 1: Highest satifactaionratings
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Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Satisfaction Levels of These Tier 2 Attributes Have Not Changed Since the Last Wave
Tier 2: Moderate satisfaction ratings
NA
NA
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Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
No Significant Changes Are Posted for Tier 3 Attributes
Tier 3: Lowest satisfaction ratings
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Rest Areas and Welcome Centers
Rest Areas and Welcome Centers Earn Higher Levels of Satisfaction in Bristol, Lynchburg, Fredericksburg, Hampton Roads and Richmond
Q4h: How satisfied are you with VDOT in regard to the rest areas and welcome centers along the roads and highways in Virginia?
75%
74%
72%
63%
63%
62%
70%
71%
62%
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Rest Areas and Welcome Centers
Improvement for the Statewide Rating of Rest Areas and Welcome Centers Is Driven by Significant Improvements among Residents in Fredericksburg and Hampton Roads
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
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Cleanliness of the Highways and Roadways
Residents of Salem Post the Highest Levels of Satisfaction with Cleanliness of Highways and Roadways, Followed Closely by Staunton and Northern Virginia
Q4j: How satisfied are you with VDOT in regard to overall cleanliness of highways and roadways in Virginia?
67%
64%
64%
58%
57%
52%
58%
60%
54%
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Cleanliness of the Highways and Roadways
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* 2008 differs significantly from 2007 at a 95% confidence level
There is a slight, but not significant, increase in Fredericksburg.
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Signs and Pavement Markings
Residents of Staunton, Lynchburg, and Salem Are Most Satisfied with Signs and Pavement Markings; Residents of Hampton Roads Are Least Satisfied
Q4l: How satisfied are you with VDOT in regard to the signs and pavement markings on Virginia’s roads and highways?
73%
71%
70%
64%
59%
49%
67%
68%
54%
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Signs and Pavement Markings
Satisfaction with Signs and Pavement Markings Has Remained Stable Over the Past Year in All Districts
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
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Roadside Appearance
Residents of Staunton and Salem Tend to Be Most Satisfied with Roadside Appearance
Q4k: How satisfied are you with VDOT in regard to the appearance of the roadside along roads and highways in Virginia?
68%
65%
60%
58%
57%
52%
58%
59%
57%
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Roadside Appearance
Satisfaction with Roadside Appearance Has Remained Stable Over the Past Year in All Districts
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
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Residents of Lynchburg and Bristol Post the
Most Favorable Satisfaction Scores for Safety
Q4m: How satisfied are you with VDOT in regard to the safety of Virginia’s roads and highways?
63%
61%
55%
53%
51%
44%
54%
55%
45%
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Safety of the Roads and Highways
Satisfaction with Road and Highway Safety Has Decreased in Staunton and Northern Virginia and Increased in Fredericksburg
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
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Communications
The Highest Levels of Satisfaction with Communications Are Posted for Lynchburg and Salem; The Lowest Are Hampton Roads and Culpeper
Q4f: How satisfied are you with VDOT in regard to communicating to you, that is – keeping you informed about transportation changes that impact you?
57%
54%
51%
46%
45%
40%
47%
49%
41%
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Satisfaction with VDOT Communications
Has Not Changed Significantly in Any of The Districts Since Last Year
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4f: How satisfied are you with VDOT in regard to: Communicating to you, that is – keeping you informed about transportation changes that impact you?
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Traffic Management and Incident Response
VDOT’s Highest Level of Satisfaction with Traffic Management and Incident Response Is Posted for Salem; The Lowest Level Is in Northern Virginia
Q4c: How satisfied are you with VDOT in regard to traffic management and incident response, including such things as signal timing, placement of road signs and clearing accidents and roadway obstructions?
64%
59%
57%
46%
44%
32%
48%
54%
39%
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Traffic Management and Incident Response
There Have Been No Significant Changes in any Districts over the Past Couple of Years in Regard to
Satisfaction with Incident Response
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4c: How satisfied are you with VDOT in regard to: Traffic management and incident response, including such things as signal timing, placement of road signs and clearing accidents and roadway obstructions?
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Quality of the Ride
The Highest Levels of Satisfaction with Quality of the Ride Are Posted for Salem and Lynchburg; The Lowest Is in Hampton Roads
Q4g: How satisfied are you with VDOT in regard to overall quality of the ride experienced on the roads and highways of Virginia?
64%
64%
60%
43%
42%
32%
57%
58%
41%
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Quality of the Ride
Levels of Satisfaction with Quality of the Ride on Virginia Highways and Roads Is Comparable to Last Year In All Districts
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
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Maintenance and Construction of Bridges
The Highest Level of Satisfaction with Bridges Is Reported for Lynchburg, In Contrast to Hampton Roads which Has the Lowest Satisfaction Level
Q4i: How satisfied are you with VDOT in regard to maintenance and construction of bridges in Virginia?
55%
49%
47%
43%
40%
31%
46%
46%
39%
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Satisfaction with Bridge Maintenance and Construction Has Decreased in Several Districts, Although It Has Increased in Fredericksburg
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4i: How satisfied are you with VDOT in regard to maintenance and construction of bridges in Virginia?
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Lynchburg Residents Are More Likely than Residents in
Other Districts to Be Satisfied with VDOT’s Responsiveness to their Needs and Preferences
Q4e: How satisfied are you with VDOT in regard to being responsive to the needs and preferences of the citizens of Virginia?
53%
45%
44%
33%
32%
21%
37%
43%
29%
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Satisfaction with VDOT’s Responsiveness Has Increased Significantly in Fredericksburg and Decreased Significantly in Bristol
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
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Satisfaction with Maintenance and Construction of Roadways and Highways Is Fairly Low in All Districts, Especially Hampton Roads
Q4b: How satisfied are you with VDOT in regard to maintenance and construction of the roadways and highways across Virginia, including ensuring quality design and completion of projects on time and on budget?
39%
38%
36%
30%
26%
15%
31%
35%
22%
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Maintenance and Construction of the Roadways & Highways
No Significant Changes Are Posted This Wave for Any of the Districts in Regard to Maintenance and Construction of Roadways and Highways
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4b: How satisfied are you with VDOT in regard to: Maintenance and construction of the roadways and highways across Virginia, including ensuring quality design and completion of projects on time and on budget?
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Highest Levels of Satisfaction for VDOT
for Working with Communities to Plan for the Future Are Posted for the More Rural, Less Densely Populated Areas: Lynchburg and Bristol
Q4a: How satisfied are you with VDOT in regard to working with communities, stakeholders and businesses to plan for Virginia’s future transportation needs?
45%
42%
33%
27%
25%
17%
30%
32%
22%
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Planning for Future Needs
No Significant Changes Are Posted from 2007 to 2008 for Any of the Districts in Regard to “Planning for Future Needs”
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4a: How satisfied are you with VDOT in regard to: Working with communities, stakeholders, and businesses to plan for Virginia’s future transportation needs?
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Management of Public Funds
The Highest Levels of Satisfaction with VDOT’s Management of Public Funds Are Posted for Bristol, Lynchburg, Salem, and Staunton; Satisfaction Is Lowest in Hampton Roads
Q4d: How satisfied are you with VDOT in regard to management of public funds in regard to the road and highway system in Virginia?
42%
40%
34%
24%
23%
18%
27%
33%
23%
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Management of Public Funds
Satisfaction with Management of Public Funds Has Remained Fairly Stable Since the Last Wave of this Research with the Exception of Fredericksburg Which Posts a Statistically Significant Improvement
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4d: How satisfied are you with VDOT in regard to: Management of public funds in regard to the road and highway system in Virginia?
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Conclusion & Implication
Conclusion: VDOT continues to perform most favorably on measures of physical attributes and conditions of the roadways. In fact, the only significant improvement posted statewide among the overall measures is for one of these “physical” attributes: satisfaction with rest areas and welcome centers. But, no statewide losses are posted this wave on any of the overall measures.
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Conclusion & Implication
Conclusion: Satisfaction ratings for VDOT continue to vary across Districts. Some differences – sometimes positive, sometimes negative – are posted for individual Districts. For example, satisfaction with VDOT communications in Northern Virginia has bounced back this wave after falling slightly in 2007. But, satisfaction with communication continues to be down in Culpeper. Satisfaction with construction and maintenance of bridges is down this wave in Staunton and Salem, but it is up in Fredericksburg.
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Communications
In Regard to Communications, VDOT Is Rated Most Favorably for Accuracy and Least Favorably for Amount of Information
Q7: Next, let’s think about some specific aspects of VDOT communications and the information provided by VDOT. Again, please tell me how satisfied you are with VDOT in regard to:
48%
46%
39%
41%
30%
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Satisfaction with Usefulness of Information Has Increased Significantly Since Last Wave
Q7: Next, let’s think about some specific aspects of VDOT communications and the information provided by VDOT. Again, please tell me how satisfied you are with VDOT in regard to:
Data weighted to be representative of Virginia population.
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Slightly More than a Third Say They Have Received Sufficient Information from VDOT
Q15a: Think about the amount of information you have received from VDOT about transportation, planning, construction, and traffic related issues. Would you say that you have received:
Data weighted to be representative of Virginia population.
39%
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Maintenance
Residents Are Equally Likely to Be Satisfied with VDOT’s Regular Maintenance of the Roadways and Its Response to Unexpected Maintenance Needs
Q8: Overall, how satisfied are you with:
41%
40%
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Maintenance
While Satisfaction with “Regular” Maintenance Has Remained Stable Since the Last Wave of the Study, Satisfaction with Meeting Unexpected Maintenance Needs Has Increased Significantly
Data weighted to be representative of Virginia population.
Q8: Overall, how satisfied are you with:
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Quality of the Ride
On Measures of the Quality of the Ride, the Highest Level of Satisfaction Is Posted for “Smoothness of Ride”
But, Other Measures of Quality of Ride Have Lower Levels of Satisfaction
Q9: Now, think about the quality of the ride experienced on Virginia roads and highways. How satisfied are you with:
49%
35%
30%
35%
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Quality of the Ride
Satisfaction with Day-to-Day Flow of Traffic Has Increased Significantly Since the Last Wave of Research
Q9: Now, think about the quality of the ride experienced on Virginia roads and highways. How satisfied are you with:
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Emergency Response
The Highest Levels of Satisfaction with VDOT in Regard to Emergency Response Are Posted for Being Prepared for Inclement Weather and Snow Removal; Satisfaction Is Somewhat Lower for Management of Traffic during Incident Response
Q10: Based on your experience and perceptions, how satisfied are you with VDOT in regard to:
61%
56%
45%
41%
52%
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Emergency Response
Significant Improvements in Regard to Emergency Response Are Posted for Two Measures: Timely Response to Traffic Incidents and Ability to Resolve Traffic Incidents
Q10: Based on your experience and perceptions, how satisfied are you with VDOT in regard to:
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Signage and Pavement Markings
Readability and Visibility of Signs Receive the Highest Marks for “Signage and Pavement Markings” Attributes, While Lighting Receives the Lowest Rating
Q11: Think now about signage and pavement markings on Virginia roadways and highways. How satisfied are you with:
72%
65%
63%
56%
64%
72%
62%
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Signage and Pavement Markings
Satisfaction with Signage and Pavement Markings Has Remained Steady Since Last Year
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Rest Areas & Welcome Centers
Satisfaction with Rest Areas & Welcome Centers Is Highest for “Signs Indicating Locations” and Lowest for “Number Available”
Q12: What about the rest areas and welcome centers on Virginia roads and highways? How satisfied are you with the rest areas and welcome centers in regard to:
77%
64%
60%
53%
63%
68%
57%
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Rest Areas & Welcome Centers
Significant Improvements Are Posted this Wave for the Condition and Safety of Rest Areas and Welcome Centers and the Number Available
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Roadside Appearance
In Regard to Litter Removal, Residents Are Most Happy with the Appearance of Plants, Grasses, and Flowers and Least Happy with the Appearance of Construction Sites
Q13: How satisfied are you with:
68%
53%
49%
61%
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Roadside Appearance
Significant Improvements Are Posted this Wave for Frequency of Mowing and Appearance of Construction Sites
Q12: What about the rest areas and welcome centers on Virginia roads and highways? How satisfied are you with the rest areas and welcome centers in regard to:
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Management of Public Funds
Satisfaction Levels for Measures of Budget Management Are Fairly Low, Ranging from 23% for “Completing Projects on Budget” to 32% for “Building Projects that Are Solutions to Community Needs”
Q14: Overall, how satisfied are you with VDOT in regard to:
32%
31%
23%
25%
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Management of Public Funds
Although the Level of Satisfaction Is Still Quite Low for “Completing Projects on Time,” A Statistically Significant Increase Is Posted for this Wave
Q14: Overall, how satisfied are you with VDOT in regard to:
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Quality of ride
.071
.210
.203
.081
.221
.324
.212
.108
.155
.076
.077
.111
.080
.054
.080
.268
.787
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Quality of ride
.071
.210
.203
.081
.221
.324
.212
.108
.155
.076
.077
.111
.080
.054
.080
.268
.787
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As Noted Earlier, Although the Level of Contact Has Decreased this Wave, Nearly All Virginians Have Some Form of Contact with VDOT
Q15: Tell me, in which of the following ways have you come into contact with VDOT during the past year?
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Significant Decreases in Contact Are Posted for Lynchburg, Hampton Roads, Culpeper, Northern Virginia, Fredericksburg, and Richmond
About 9 of 10 residents have had some form of contact with VDOT over the past year – regardless of the District in which they live.
Q15: Tell me, in which of the following ways have you come into contact with VDOT during the past year?
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Just As Reported in the Past, Virginia Residents Tend Not to Initiate Contact with VDOT
Q15: Now, lets talk about any contact you might have had with VDOT in the past year. Tell me, in which of the following ways have you come into contact with VDOT during the past year?
Contact via Electronic Message Boards is significantly lower than the 2007 level of 75%. No other differences are significant at the 95% confidence level.
11% have called 511; and, 8% have accessed 511 online
Data weighted to be representative of Virginia population.
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Districts Vary Slightly in the Type
of Contact Residents Have with VDOT
Residents of Hampton Roads are less likely than the other Districts, specifically Bristol, Lynchburg, and Staunton, to have called a VDOT office.
Salem residents are more likely to have called 511 than other Districts, especially Lynchburg and Culpeper.
Residents of Bristol are more likely to have visited a VDOT office than other Districts, especially Richmond and Hampton Roads.
Northern Virginia residents are most likely to have searched the VDOT Web site, and Bristol residents are least likely.
Northern Virginia residents are also the most likely to receive mail from VDOT.
Residents in Bristol are more likely than other Districts, especially Staunton, to have attended a public meeting.
Residents in Northern Virginia and Hampton Roads are more likely than other Districts, especially Lynchburg, to have encountered electronic message boards on the highways.
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Conclusion & Implication
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Unaided Awareness of 511 Virginia Telephone Is 18%; It Is 12% for the Web Site
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of?
Combined, total unaided awareness of 511 Virginia is 26%.
Data weighted to be representative of Virginia population.
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Data weighted to be representative of Virginia population.
Unaided Awareness of Transportation Information Sources Is Up This Wave Across the Board
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of?
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Unaided Awareness of These Sources Is Up As Well
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of?
But, the proportions saying some “other” source of information and “don’t know” are down.
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In Total, Nearly Half of Virginians Are Aware of 511 Virginia
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of? Q21: Prior to this interview, had you ever heard of or read about 511, 511 Virginia, or 511 Virginia.org?
44% are aware of 511 Virginia
Data weighted to be representative of Virginia population.
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Awareness of 511 Has Increased Over the Past Year
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of? Q21: Prior to this interview, had you ever heard of or read about 511, 511 Virginia, or 511 Virginia.org?
Data weighted to be representative of Virginia population.
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Nearly One-half or More of Residents of Salem, Bristol, Staunton, Hampton Roads, and Richmond Are Aware of 511 Virginia
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of? Q21: Prior to this interview, had you ever heard of or read about 511, 511 Virginia, or 511 Virginia.org?
56%
54%
51%
49%
47%
41%
37%
35%
33%
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Awareness of 511 Virginia Has Increased Significantly in Salem, Bristol, and Fredericksburg; It Has Increased Directionally in Staunton, Hampton Roads, Culpeper, Lynchburg, and Northern Virginia
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of? Q21: Prior to this interview, had you ever heard of or read about 511, 511 Virginia, or 511 Virginia.org?
*
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*
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Radio or TV Reports Are Mentioned Most Often as the Tools Found Most Useful for Traffic Information
Q22: Which of the following tools do you find most useful for providing you with traffic information to plan your routes when traveling?
3% said 511 telephone is most useful; and, 2% said the 511 Web site is most useful.
Data weighted to be representative of Virginia population.
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Usefulness of 511 Has Remained Fairly Stable Over the Past Year
Q22: Which of the following tools do you find most useful for providing you with traffic information to plan your routes when traveling?
Data weighted to be representative of Virginia population.
^
*
^
* 2008 differs significantly from 2007 at a 95% confidence level
^ 2007 differs significantly from 2006 at a 95% confidence level
NA
NA
*
Familiarity with the Telephone Service Is Slightly Higher than That of the Web Site
Telephone
Web site
Q23: Overall, how familiar are you with the 511 telephone service? Q24: Overall, how familiar are you with the 511 online service, sometimes called “511 Virginia” or “511 Virginia.org”?
Data weighted to be representative of Virginia population.
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Familiarity with 511 Virginia – Both Online and Telephone – Has Remained Fairly Stable
Telephone
Web site
Q23: Overall, how familiar are you with the 511 telephone service? Q24: Overall, how familiar are you with the 511 online service, sometimes called “511 Virginia” or “511 Virginia.org”?
Data weighted to be representative of Virginia population.
* 2008 differs significantly from 2007 at a 95% confidence level.
NOTE: Question asked of those who are aware of 511.
19%
18%
9%
12%
*
15% of Virginia Residents Have Used 511 Virginia
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler information?
Data weighted to be representative of Virginia population.
Telephone only 7%
Online only 4%
Both telephone 4%
*
Use of 511 Virginia Is about the Same This Year as Last
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler information?
Data weighted to be representative of Virginia population.
2007 2008
*
Residents of Staunton, Salem and Hampton Roads Are Most Likely to Have Ever Called or Logged Onto 511 Virginia; Residents of Lynchburg Are Least Likely
*
*
A Significant Increase in Usage of 511 Virginia Is Posted for Salem; Usage of 511 Has Remained Fairly Constant in Other Districts
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler information?
*
*
*
Just as Reported in the Past, Both Specific Media (e.g., Highway Sign) and Word of Mouth Prompt the Use of 511 Virginia
Q25b: What prompted you to use 511?
NOTE: Question asked of those who have used 511. Only most frequent mentions shown.
Data weighted to be representative of Virginia population.
2008
*
Motorists Are More Likely to Have Been Prompted to Use 511 Virginia by Highway Signs than They Have Been in the Past; and, Use of Other Media – Such as Advertising and Web Links – Seems to Be Growing as Well
Q25b: What prompted you to use 511?
NOTE: Question asked of those who have used 511. Only most frequent mentions listed. Only most frequent mentions are shown.
Data weighted to be representative of Virginia population.
* 2008 differs significantly from 2007 at a 95% confidence level
2007
2008
*
As Reported in the Past, 511 Virginia Users – Both Telephone and Online – Tend to Be “Repeat” Users
Q27: How many times have you used the 511 telephone service, once or more than once? Q32: How many times have you used the 511 online service, once or more than once?
NOTE: Question asked of those who have used 511.
Data weighted to be representative of Virginia population.
Frequency of Using 511
*
Repeat Usage of 511 Virginia Telephone Is Increasing; Repeat Usage of the Web Site Is Stable
Q27: How many times have you used the 511 telephone service, once or more than once? Q32: How many times have you used the 511 online service, once or more than once?
NOTE: Question asked of those who have used 511.
Data weighted to be representative of Virginia population.
*
*
*
While Users of 511 Virginia – Both Telephone and Online – Tend To Use the Service More than Once, They Tend to Use It Less Often than Once a Month
Q28a/Q33a: How often would you say you use the 511 telephone/online service?
Data weighted to be representative of Virginia population.
NOTE: Question asked of those who have used 511 more than one time.
Frequency of Using 511
75%
67%
16%
16%
3%
3%
*
*
Web site
Q28a/Q33a: How often would you say you use the 511 telephone/online service?
Data weighted to be representative of Virginia population.
*
*
Telephone and Online Users Are Seeking Information about Traffic Conditions – Especially Telephone Users; Online Users Are More Likely than Telephone Users to Be Seeking Weather Information and Trip Planning Information – But, Still, Online Users Are Most Often Seeking Information about Traffic Conditions
Q28b&c: Which of the following best describes the type of information you were seeking when you called 511 telephone service? Q33b&c: Which of the following best describes the type of information you were seeking when you used 511 online service?
NOTE: Question asked of those who have used each service.
Data weighted to be representative of Virginia population.
Reason for Using 511
*
Both Telephone and Online 511 Users Seek The Same Type of Information as in 2007, with a Few Exceptions. Overall, Interest in Using 511 for Traffic Conditions Seems to Be Increasing for Both Telephone and Online; Interest in Using Online for Weather Information Has Increased
Q28b&c: Which of the following best describes the type of information you were seeking when you called 511 telephone service? Q33b&c: Which of the following best describes the type of information you were seeking when you used 511 online service?
NOTE: Question asked of those who have used each service.
Data weighted to be representative of Virginia population.
*
*
Half of Those Using 511 – Either Telephone or Online – Changed Their Behavior Based on the Information Obtained
Q29a: Which of the following best describes your experience using the 511 telephone service? Q34a: Which of the following best describes your experience using the 511 online service?
Data weighted to be representative of Virginia population.
Telephone service
Online service
47%
49%
Based on the information I obtained, I changed my route or took another road
38%
29%
Based on the information I obtained, I changed my travel time
14%
23%
Based on information received, changed to another type of transportation
2%
2%
44%
42%
I obtained helpful information, but did not change travel in any way
35%
34%
11%
8%
9%
6%
3%
3%
The information obtained reduced the stress or frustration of trip
12%
15%
*
Behavior Change in Response to Information Obtained from 511 Has Remained Stable Since the Last Wave of Research
Q29a: Which of the following best describes your experience using the 511 telephone service? Q34a: Which of the following best describes your experience using the 511 online service?
Data weighted to be representative of Virginia population.
*
50%
47%
50%
49%
Based on the information I obtained, I changed my route or took another road
38%
38%
30%
29%
Based on the information I obtained, I changed my travel time
18%
14%
22%
23%
Based on information received, changed to another type of transportation
3%
2%
2%
2%
36%
44%
42%
42%
I obtained helpful information, but did not change travel in any way
30%
35%
34%
34%
8%
11%
9%
8%
9%
9%
1%
6%
7%
3%
1%
3%
The information obtained reduced the stress or frustration of trip
7%
12%
20%
15%
*
Nearly Two-thirds of Users – Both Telephone and Web Site – Are Satisfied with 511 Virginia
Q30/Q35: Thinking about the 511 telephone/online service overall, how satisfied are you with the 511 telephone/online service?
Telephone
Data weighted to be representative of Virginia population.
*
*
Satisfaction with the Web Site Has Declined; It Has Remained Stable for the Telephone Service
Telephone
61%
61%
77%
62%*
NOTE: Question asked of those who have used 511 more than one time.
* 2008 differs significantly from 2007 at a 95% confidence level
Data weighted to be representative of Virginia population.
*
*
About Half of Telephone Users and Web Site Users Plan to Use 511 again in the Future
Q31/Q36: How likely are you to use the 511 telephone service/online service in the future?
Telephone
*
*
* 2008 differs significantly from 2007 at a 95% confidence level
Data weighted to be representative of Virginia population.
Q31/Q36: How likely are you to use the 511 telephone service/online service in the future?
NOTE: Question asked of those who are aware of 511.
*
*
Conclusion & Implication
Conclusion: Awareness of 511 has increased over the past year, with significant increases posted for Salem, Bristol, and Fredericksburg. Nevertheless, familiarity and usefulness of 511 have remained fairly stable. The proportion of Virginians using 511 – online and telephone – has remained fairly constant at 15%.
*
*
Conclusion & Implication
*
*
*
Summary of Key Findings
Even though a slight drop in the level of contact is reported in this wave of the research, most residents of Virginia report that they have had some form of contact with VDOT over the past year.
Overall, levels of familiarity, satisfaction, and trust have remained stable this wave. However, satisfaction with VDOT has increased significantly in Fredericksburg and decreased significantly in Staunton.
In terms of specific functional areas, VDOT’s highest satisfaction ratings continue to be for physical attributes and conditions of the roadways. Lowest ratings are for issues related to planning and management.
*
*
Summary of Key Findings
In total, nearly half of Virginians are aware of 511 Virginia. Currently, awareness is 44% – a significant increase from the 38% posted in 2007.
The highest levels of awareness of 511 Virginia are posted for Salem, Bristol, Staunton, Hampton Roads, and Richmond. In these Districts, awareness of 511 Virginia runs at about 50% or higher.
15% of Virginians have ever used 511 Virginia – about the same as in 2007. But, frequency of usage may be going down as users tend to use 511 less often than once a month.
*
*
Thank You
*
*
*
*
Nearly All Opinion Leaders Have Had Contact with VDOT During the Past Year
Q44: In which of the following ways have you come into contact with VDOT during the past year?
“Opinion leaders” are defined as people who have participated in at least 2 community and public activities during the last 12 months.
This finding is consistent with the previous wave of this research.
Data weighted to be representative of Virginia population.
*
*
Opinion Leaders Have More of Every Type of Contact Than Non-Leaders – Opinion Leaders Are about Twice as Likely as Non-leaders to Have Used 511 Virginia
Q15: Now, let’s talk about any contact you might have had with VDOT in the past year. Tell me, in which of the following ways have you come into contact with VDOT during the past year?
“Opinion leaders” are defined as people who have participated in at least 2 community and public activities during the last 12 months.
Data weighted to be representative of Virginia population.
*
*
Opinion Leaders Are More Likely To Be Familiar with VDOT
38%
56%
“Opinion leaders” are defined as people who have participated in at least 2 community and public activities during the last 12 months.
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
Data weighted to be representative of Virginia population.
*
*
But, Opinion Leaders Appear to Judge VDOT More Critically in that They Are Less Satisfied than Non-leaders
52%
40%
“Opinion leaders” are defined as people who have participated in at least 2 community and public activities during the last 12 months.
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
This finding is consistent with the previous wave of this research.
Data weighted to be representative of Virginia population.
*
*
On Areas of Specific VDOT Responsibilities, Leaders and Non-Leaders Differ Most in Regard to Issues of Planning – Non-leaders Have Generally More Positive Views of VDOT
Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
*
*
39%
49%
Q5a: To what extent do you trust VDOT to do the right thing for the people of Virginia in regard to managing the state’s road and highway system?
“Opinion leaders” are defined as people who have participated in at least 2 community and public activities during the last 12 months.
This finding is consistent with the previous wave of this research.
Data weighted to be representative of Virginia population.
*
Fredericksburg
Culpeper
Richmond
Staunton
Salem
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very familiar
45%
50%
49%
56%
Hampton Roads
Northern Virginia
Richmond
Fredericksburg
Staunton
Culpeper
Salem
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
57%
53%
52%
46%
45%
36%
40%
33%
27%
66%
58%
55%
49%
38%
46%
36%
Not Satisfied
Satisfied
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Trust very much
25%
34%
33%
35%
36%
35%
30%
33%
38%
9%
8%
11%
13%
15%
16%
23%
21%
26%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Staunton
Culpeper
Bristol
Salem
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Trust very much
57%
41%
50%
44%
38%
41%
29%
30%
31%
55%
60%
56%
46%
36%
42%
36%
53%
51%
48%
44%
43%
62%
54%
34%
51%
64%
42%
0%
20%
40%
60%
80%
100%
LynchburgSalemBristolStauntonCulpeperRichmondFred'burgNorthern
Va.
Hampton
Roads
200620072008
19%
18%
20%
22%
29%
33%
32%
30%
34%
41%
37%
43%
39%
7%
8%
7%
10%
12%
12%
13%
16%
16%
17%
22%
17%
28%
Management of public funds
Planning for future needs
Quality of ride
Traffic management/incident response
Appearance of roadside
Cleanliness of highways and roadways
Rest areas and welcome centers
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
63%
62%
61%
52%
59%
50%
63%
60%
58%
67%
0%
20%
40%
60%
80%
100%
funds
200620072008
38%
37%
39%
35%
45%
39%
43%
38%
37%
24%
25%
24%
28%
32%
29%
36%
38%
25%
Staunton
Culpeper
Fredericksburg
Lynchburg
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
73%
69%
58%
60%
67%
55%
61%
60%
75%
74%
72%
71%
70%
Richmond
Fredericksburg
Bristol
Culpeper
Lynchburg
Staunton
Salem
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
73%
75%
67%
58%
59%
61%
57%
47%
54%
59%
64%
67%
64%
52%
57%
58%
58%
60%
0%
20%
40%
60%
80%
100%
SalemStauntonNorthern
Virginia
Hampton
Roads
LynchburgCulpeperBristolFred'burgRichmond
20072008
24%
38%
40%
46%
39%
34%
41%
41%
48%
25%
16%
19%
18%
34%
29%
30%
25%
28%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Culpeper
Bristol
Salem
Lynchburg
Staunton
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
77%
73%
65%
70%
67%
70%
55%
56%
73%
71%
70%
68%
67%
64%
59%
54%
49%
56%
0%
20%
40%
60%
80%
100%
StauntonLynchburgSalemBristolCulpeperRichmondFred'burgNorthern
Virginia
Hampton
Roads
20072008
41%
41%
40%
43%
32%
42%
43%
38%
50%
11%
16%
17%
15%
17%
17%
27%
18%
26%
Fredericksburg
Richmond
Bristol
Lynchburg
Culpeper
Salem
Staunton
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
74%
61%
58%
60%
61%
65%
60%
58%
68%
65%
60%
58%
57%
52%
47%
58%
59%
57%
0%
20%
40%
60%
80%
100%
StauntonSalemCulpeperLynchburgBristolNorthern
Virginia
Hampton
Roads
RichmondFred'burg
20072008
31%
28%
39%
39%
39%
38%
34%
40%
43%
13%
17%
12%
14%
17%
21%
21%
20%
15%
Northern Virginia
Hampton Roads
Fredericksburg
Staunton
Richmond
Culpeper
Salem
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
65%
59%
55%
57%
53%
67%
41%
42%
63%
61%
53%
51%
45%
44%
55%
Culpeper
Fredericksburg
Staunton
Bristol
Salem
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
52%52%
Northern Virginia
Culpeper
Staunton
Bristol
Lynchburg
Salem
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
65%
58%
63%
55%
40%
42%
47%
41%
65%
66%
43%
49%
37%
48%
46%
35%
54%
32%
59%
38%
44%
39%
57%
59%
64%
54%
32%
0%
20%
40%
60%
80%
100%
SalemLynchburgBristolStauntonCulpeperHampton
Roads
RichmondFred'burgNorthern
Virginia
200620072008
25%
35%
33%
33%
42%
36%
43%
41%
39%
7%
6%
9%
10%
22%
17%
23%
25%
15%
Hampton Roads
Richmond
Culpeper
Bristol
Staunton
Lynchburg
Salem
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
58%
60%
67%
61%
52%
39%
43%
33%
Hampton Roads
Fredericksburg
Salem
Bristol
Staunton
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
60%
61%
55%
56%
30%
43%
41%
46%
55%
49%
47%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Culpeper
Salem
Staunton
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
52%
50%
38%
39%
33%
45%
24%
48%
44%
27%
29%
28%
35%
58%
21%
29%
45%
33%
37%
21%
29%
32%
43%
44%
45%
53%
33%
0%
20%
40%
60%
80%
100%
LynchburgBristolStauntonSalemCulpeperRichmondFred'burgNorthern
Virginia
Hampton
Roads
200620072008
11%
16%
20%
24%
24%
24%
29%
22%
25%
4%
6%
6%
6%
11%
7%
16%
14%
7%
Hampton Roads
Culpeper
Lynchburg
Staunton
Salem
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
35%
40%
34%
52%
37%
25%
34%
43%
40%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Culpeper
Staunton
Salem
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
45%
42%
36%
45%
34%
28%
Hampton Roads
Richmond
Staunton
Salem
Lynchburg
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
38%38%
Amount of information
Ease of obtaining
information
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
46%
42%
39%
36%
30%
48%
46%
41%
39%
30%
0%
20%
40%
60%
80%
100%
More information than needed
All of information needed
Most of information needed
Some of information needed
Less information than needed
Very little
VDOT's ability to meet
highways
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
42%
36%
41%
40%
0%
20%
40%
60%
80%
100%
maintenance needs
Management of traffic congestion
delays and disruptions
Smoothness of ride
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
49%
31%
33%
30%
49%
traffic
response
Snow removal
Being prepared for inclement weather
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
63%
59%
45%
41%
39%
61%
56%
52%
45%
41%
0%
20%
40%
60%
80%
100%
Lighting on roadways & highways
Condition of pavement markings
Quality of pavement markings
Visibility of pavement markings
Roads & highways clearly marked
Visibility of signs
Readability of signs
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
74%
71%
64%
62%
63%
61%
54%
56%
62%
63%
64%
65%
72%
72%
0%
20%
40%
60%
80%
100%
Readability
Amenities available
Signs indicating locations
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
76%
61%
63%
60%
55%
54%
46%
77%
68%
64%
63%
60%
57%
53%
0%
20%
40%
60%
80%
100%
Signs
indicating
locations
ConditionTraveler
information
availabile
CleanlinessSafetyAmenities
available
Appearance of
construction sites
Frequency of mowing
Appearance of plants,
grasses and flowers
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
67%
55%
52%
44%
68%
61%
53%
49%
0%
20%
40%
60%
80%
100%
Completing projects
on budget
Developing budgets
community needs
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
32%
28%
26%
24%
32%
31%
25%
23%
0%
20%
40%
60%
80%
100%
Read or heard about VDOT in news
Visited Virginia Interstate rest area
VDOT road crews
Electronic message boards
9%
7%
11%
12%
16%
17%
18%
20%
25%
25%
27%
27%
30%
46%
49%
53%
58%
63%
64%
Don't know
Not aware of 511
Salem
Bristol
Staunton
42%
44%
48%
44%
47%
31%
34%
31%
54%
51%
49%
47%
37%
35%
25%
41%
56%
33%
0%
20%
40%
60%
80%
100%
SalemBristolStauntonHampton
Roads
RichmondFred'burgCulpeperLynchburgNorthern
Virginia
20072008
16%
1%
2%
3%
4%
6%
7%
20%
42%
Do not use any of these tools
VDOT toll-free Highway Helpline
511 Virginia Web site
511 Virginia telephone service
39%
30%
5%
4%
2%
1%
16%
42%
20%
5%
4%
3%
Don't know
"2"
"3"
"4"
"2"
"3"
"4"
Lynchburg
Culpeper
Weather 14% 14% 16% 28%
Public transportation/transit info - 7% - -
Location of traveler services 6% 3% 4% 7%
Other 5% 3% 3% 4%
Nothing in particular 1% - 6% 5%
Don’t know 1% 1% - 5%
Telephone
service
50% 49%
38% 38%
30% 29%
changed my travel time
3% 2%
2% 2%
change behavior (net)
not change travel in an y way
30% 35%
34% 34%
helpful
1% 6%
1% 3%
stress or frustration of trip
7%
12%
20%
15%
Don't know
"2"
"3"
"4"
"2"
"3"
"4"
Don't know
Very unlikely
Somewhat unlikely
Non-Leaders
Leaders
1%
2%
2%
6%
7%
7%
6%
11%
12%
21%
28%
69%
71%
59%
5%
11%
14%
10%
13%
16%
19%
27%
27%
38%
46%
85%
85%
91%
85%
66%
Sent a letter to VDOT
Sent email to VDOT
Attended VDOT public meeting
Read or heard about VDOT in news
VDOT road crews
Non-Leaders
Leaders
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very familiar
40%
33%
12%
7%
Non-Leaders
Leaders
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
28%
32%
33%
39%
49%
46%
48%
48%
56%
66%
63%
63%
61%
24%
20%
25%
30%
38%
39%
40%
39%
49%
58%
61%
61%
63%
Management of public funds
Planning for future needs
Traffic management/incident response
Communicating
Appearance of roadside
Leaders
Non-leaders
33%
30%
16%
9%
Non-Leaders
Leaders
Draft #1
*
*
Objectives
This research is designed to track and monitor the perceptions and responses of Virginia residents in regard to VDOT.
Specific objectives include:
Monitor residents’ expectations and perceptions of VDOT on critical issues across all areas of Virginia
Provide guidance for VDOT’s outreach communications program across the state
Monitor perceptions of VDOT across the state
Monitor changes in perceptions over time
*
*
Random telephone survey conducted across Virginia
Designed to track key measures of contact, familiarity, satisfaction, and trust of VDOT
Survey includes “diagnostic” questions to understand the nature of the contact
Interviews conducted with 1,800 residents of the Commonwealth
Sample of 200 in each of VDOT’s nine Districts
Wave II Interviews were conducted January/February 2008
Wave I interviews were conducted in May 2007 – one year after the previous wave of the Omnibus
*
*
Methodology
By design, each of VDOT’s nine Districts is equally represented in the sample. In terms of population, this causes some Districts to be over-represented and some to be under-represented. This means that the sample is not representative of Virginia’s population distribution. To correct for this inaccuracy, the data have been weighted.
Weighting is a standard statistical procedure that allows for the correction of distributions in the sample drawn to approximate those of the population from which it is drawn.
In this report, weighted data are used for the “total” sample. When results are reported for each District, unweighted data are utilized.
The weighting rationale is outlined on the following slide.
*
*
Methodology
Note: In order to make appropriate comparisons with 2006 data, the “total” sample reported for 2006 has also been weighted.
Weighting Rational for 2007 and 2008 Samples
District
Designed proportion of sample
Weighted proportion of sample
*
Methodology
For some measures in this study, comparable data are available from 2006. In those instances, the results from the three waves of data are compared statistically to determine if there is statistical evidence that there is a difference over the three years – and, thus, that the difference is not due to chance.
A red asterisk (*) is used to indicate that the difference between 2008 and 2007 is statistically significant.
A red carrot (^) is used to indicate that the difference between 2007 and 2006 is statistically significant.
*
*
*
Satisfaction with VDOT: Functional Areas
Contact with VDOT
*
*
Familiarity
Favorability
(Satisfaction)
Trust
*
*
Even Though a Slight Drop in the Level of Contact Is Reported in this Wave, Most Residents of Virginia Report that They Have Had Some Form of Contact with VDOT Over the Past Year
Q15: Tell me, in which of the following ways have you come into contact with VDOT during the past year?
*
^
*
*
About Half of the Residents of Virginia Are Familiar with VDOT and the Work It Does
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
About half (47%) say that they are familiar with VDOT.
18% are not familiar with VDOT and its work.
Data weighted to be representative of Virginia population.
*
*
Familiarity with VDOT Has Remained Stable over the Past Few Years
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
Data weighted to be representative of Virginia population.
47% in 2006
46% in 2007
47% in 2008
*
The Highest Level of Familiarity Is Posted for Bristol, at 58%; The Lowest Level Is Reported at 41% in Fredericksburg
58%
47%
46%
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
54%
48%
46%
44%
43%
41%
*
Familiarity Has Not Changed Significantly Across Any of the Districts
NOTE: Percentages indicate those rating their familiarity a “4” or a “5.”
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
*
*
Nearly Half of Virginians Are Satisfied with VDOT
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
Data weighted to be representative of Virginia population.
44%
*
After Improving from 2006 to 2007, Satisfaction with VDOT Has Remained
Steady Over the Past Year
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
39% in 2006 vs. 47% in 2007 – a statistically significant increase.
Satisfaction remained constant from 2007 to 2008.
Data weighted to be representative of Virginia population.
*
*
Satisfaction Runs from a High of 66% in Lynchburg to a Low of 33% in Hampton Roads
66%
59%
59%
48%
47%
33%
54%
54%
39%
*
*
Satisfaction with VDOT Has Increased Significantly in Fredericksburg; It Has Decreased Significantly in Staunton
NOTE: Percentages indicate those rating their overall satisfaction a “4” or a “5.”
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
^
^
^
*
*
*
*
45% of Virginians Say That They Trust VDOT to Do the “Right Thing” for the People of Virginia
Q5a: To what extent do you trust VDOT to do the right thing for the people of Virginia in regard to managing the state’s road and highway system?
45%
*
*
Following an Increase in 2007, Trust in VDOT Has Remained Stable over the Past Year
Q5a: To what extent do you trust VDOT to do the right thing for the people of Virginia in regard to managing the state’s road and highway system?
Trust increased from 37% in 2006 to 44% in 2007 – a statistically significant increase.
Trust remained constant from 2007 to 2008.
Data weighted to be representative of Virginia population.
*
*
Satisfaction Plays an Important Role in the Development of Trust
Q5a: To what extent do you trust VDOT to do the right thing for the people of Virginia in regard to managing the state’s road and highway system?
83%
“Satisfied” rated their overall satisfaction with VDOT “4” or “5” on a 1-5 scale. “Not Satisfied” rated it “1,” “2,” or “3.”
14%
*
*
Trust Is Highest in Lynchburg (64%) and Lowest in Hampton Roads (34%)
64%
48%
34%
51%
54%
51%
44%
53%
42%
*
*
No Significant Improvements in Trust Are Posted for Any of the Districts over the Past Year
NOTE: Percentages indicate those rating their trust a “4” or a “5.”
Q5a: To what extent do you trust VDOT to do the right thing for the people of Virginia in regard to managing the state’s road and highway system?
^
^
^
^
*
*
90%*
Familiarity
47%
Favorability
(Satisfaction)
44%
Trust
45%
*
*
Conclusion & Implication
Conclusion: While a decrease in contact with VDOT is posted in this wave of research, overall contact with VDOT remains high. About 9 out of 10 Virginia residents have had some form of contact with VDOT over the past year. Levels of familiarity, satisfaction and trust have not changed significantly this wave – although a few significant changes are posted for certain individual Districts.
*
*
*
*
VDOT’s Most Favorable Satisfaction Ratings – Tier 1 – Tend to be for Physical and Material Components of the Roadways Rather than for Planning and Management
Q4: How satisfied are you with VDOT in regard to:
67%
60%
58%
59%
50%
46%
45%
45%
41%
32%
27%
26%
26%
Tier 1: Highest satifactaionratings
*
*
Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
*
* 2008 differs significantly from 2007 at a 95% confidence level
Tier 1: Highest satifactaionratings
*
Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Satisfaction Levels of These Tier 2 Attributes Have Not Changed Since the Last Wave
Tier 2: Moderate satisfaction ratings
NA
NA
*
Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
No Significant Changes Are Posted for Tier 3 Attributes
Tier 3: Lowest satisfaction ratings
*
*
Rest Areas and Welcome Centers
Rest Areas and Welcome Centers Earn Higher Levels of Satisfaction in Bristol, Lynchburg, Fredericksburg, Hampton Roads and Richmond
Q4h: How satisfied are you with VDOT in regard to the rest areas and welcome centers along the roads and highways in Virginia?
75%
74%
72%
63%
63%
62%
70%
71%
62%
*
Rest Areas and Welcome Centers
Improvement for the Statewide Rating of Rest Areas and Welcome Centers Is Driven by Significant Improvements among Residents in Fredericksburg and Hampton Roads
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
*
*
*
*
Cleanliness of the Highways and Roadways
Residents of Salem Post the Highest Levels of Satisfaction with Cleanliness of Highways and Roadways, Followed Closely by Staunton and Northern Virginia
Q4j: How satisfied are you with VDOT in regard to overall cleanliness of highways and roadways in Virginia?
67%
64%
64%
58%
57%
52%
58%
60%
54%
*
Cleanliness of the Highways and Roadways
*
* 2008 differs significantly from 2007 at a 95% confidence level
There is a slight, but not significant, increase in Fredericksburg.
*
*
Signs and Pavement Markings
Residents of Staunton, Lynchburg, and Salem Are Most Satisfied with Signs and Pavement Markings; Residents of Hampton Roads Are Least Satisfied
Q4l: How satisfied are you with VDOT in regard to the signs and pavement markings on Virginia’s roads and highways?
73%
71%
70%
64%
59%
49%
67%
68%
54%
*
Signs and Pavement Markings
Satisfaction with Signs and Pavement Markings Has Remained Stable Over the Past Year in All Districts
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
*
*
Roadside Appearance
Residents of Staunton and Salem Tend to Be Most Satisfied with Roadside Appearance
Q4k: How satisfied are you with VDOT in regard to the appearance of the roadside along roads and highways in Virginia?
68%
65%
60%
58%
57%
52%
58%
59%
57%
*
Roadside Appearance
Satisfaction with Roadside Appearance Has Remained Stable Over the Past Year in All Districts
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
*
*
Residents of Lynchburg and Bristol Post the
Most Favorable Satisfaction Scores for Safety
Q4m: How satisfied are you with VDOT in regard to the safety of Virginia’s roads and highways?
63%
61%
55%
53%
51%
44%
54%
55%
45%
*
Safety of the Roads and Highways
Satisfaction with Road and Highway Safety Has Decreased in Staunton and Northern Virginia and Increased in Fredericksburg
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
*
*
*
*
*
Communications
The Highest Levels of Satisfaction with Communications Are Posted for Lynchburg and Salem; The Lowest Are Hampton Roads and Culpeper
Q4f: How satisfied are you with VDOT in regard to communicating to you, that is – keeping you informed about transportation changes that impact you?
57%
54%
51%
46%
45%
40%
47%
49%
41%
*
Satisfaction with VDOT Communications
Has Not Changed Significantly in Any of The Districts Since Last Year
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4f: How satisfied are you with VDOT in regard to: Communicating to you, that is – keeping you informed about transportation changes that impact you?
^
*
*
Traffic Management and Incident Response
VDOT’s Highest Level of Satisfaction with Traffic Management and Incident Response Is Posted for Salem; The Lowest Level Is in Northern Virginia
Q4c: How satisfied are you with VDOT in regard to traffic management and incident response, including such things as signal timing, placement of road signs and clearing accidents and roadway obstructions?
64%
59%
57%
46%
44%
32%
48%
54%
39%
*
Traffic Management and Incident Response
There Have Been No Significant Changes in any Districts over the Past Couple of Years in Regard to
Satisfaction with Incident Response
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4c: How satisfied are you with VDOT in regard to: Traffic management and incident response, including such things as signal timing, placement of road signs and clearing accidents and roadway obstructions?
*
*
Quality of the Ride
The Highest Levels of Satisfaction with Quality of the Ride Are Posted for Salem and Lynchburg; The Lowest Is in Hampton Roads
Q4g: How satisfied are you with VDOT in regard to overall quality of the ride experienced on the roads and highways of Virginia?
64%
64%
60%
43%
42%
32%
57%
58%
41%
*
Quality of the Ride
Levels of Satisfaction with Quality of the Ride on Virginia Highways and Roads Is Comparable to Last Year In All Districts
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
*
*
Maintenance and Construction of Bridges
The Highest Level of Satisfaction with Bridges Is Reported for Lynchburg, In Contrast to Hampton Roads which Has the Lowest Satisfaction Level
Q4i: How satisfied are you with VDOT in regard to maintenance and construction of bridges in Virginia?
55%
49%
47%
43%
40%
31%
46%
46%
39%
*
Satisfaction with Bridge Maintenance and Construction Has Decreased in Several Districts, Although It Has Increased in Fredericksburg
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4i: How satisfied are you with VDOT in regard to maintenance and construction of bridges in Virginia?
*
*
*
*
*
Lynchburg Residents Are More Likely than Residents in
Other Districts to Be Satisfied with VDOT’s Responsiveness to their Needs and Preferences
Q4e: How satisfied are you with VDOT in regard to being responsive to the needs and preferences of the citizens of Virginia?
53%
45%
44%
33%
32%
21%
37%
43%
29%
*
Satisfaction with VDOT’s Responsiveness Has Increased Significantly in Fredericksburg and Decreased Significantly in Bristol
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
*
^
^
*
*
*
Satisfaction with Maintenance and Construction of Roadways and Highways Is Fairly Low in All Districts, Especially Hampton Roads
Q4b: How satisfied are you with VDOT in regard to maintenance and construction of the roadways and highways across Virginia, including ensuring quality design and completion of projects on time and on budget?
39%
38%
36%
30%
26%
15%
31%
35%
22%
*
Maintenance and Construction of the Roadways & Highways
No Significant Changes Are Posted This Wave for Any of the Districts in Regard to Maintenance and Construction of Roadways and Highways
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4b: How satisfied are you with VDOT in regard to: Maintenance and construction of the roadways and highways across Virginia, including ensuring quality design and completion of projects on time and on budget?
^
^
*
*
Highest Levels of Satisfaction for VDOT
for Working with Communities to Plan for the Future Are Posted for the More Rural, Less Densely Populated Areas: Lynchburg and Bristol
Q4a: How satisfied are you with VDOT in regard to working with communities, stakeholders and businesses to plan for Virginia’s future transportation needs?
45%
42%
33%
27%
25%
17%
30%
32%
22%
*
Planning for Future Needs
No Significant Changes Are Posted from 2007 to 2008 for Any of the Districts in Regard to “Planning for Future Needs”
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4a: How satisfied are you with VDOT in regard to: Working with communities, stakeholders, and businesses to plan for Virginia’s future transportation needs?
^
*
*
Management of Public Funds
The Highest Levels of Satisfaction with VDOT’s Management of Public Funds Are Posted for Bristol, Lynchburg, Salem, and Staunton; Satisfaction Is Lowest in Hampton Roads
Q4d: How satisfied are you with VDOT in regard to management of public funds in regard to the road and highway system in Virginia?
42%
40%
34%
24%
23%
18%
27%
33%
23%
*
Management of Public Funds
Satisfaction with Management of Public Funds Has Remained Fairly Stable Since the Last Wave of this Research with the Exception of Fredericksburg Which Posts a Statistically Significant Improvement
NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”
Q4d: How satisfied are you with VDOT in regard to: Management of public funds in regard to the road and highway system in Virginia?
*
*
*
Conclusion & Implication
Conclusion: VDOT continues to perform most favorably on measures of physical attributes and conditions of the roadways. In fact, the only significant improvement posted statewide among the overall measures is for one of these “physical” attributes: satisfaction with rest areas and welcome centers. But, no statewide losses are posted this wave on any of the overall measures.
*
*
Conclusion & Implication
Conclusion: Satisfaction ratings for VDOT continue to vary across Districts. Some differences – sometimes positive, sometimes negative – are posted for individual Districts. For example, satisfaction with VDOT communications in Northern Virginia has bounced back this wave after falling slightly in 2007. But, satisfaction with communication continues to be down in Culpeper. Satisfaction with construction and maintenance of bridges is down this wave in Staunton and Salem, but it is up in Fredericksburg.
*
*
*
Communications
In Regard to Communications, VDOT Is Rated Most Favorably for Accuracy and Least Favorably for Amount of Information
Q7: Next, let’s think about some specific aspects of VDOT communications and the information provided by VDOT. Again, please tell me how satisfied you are with VDOT in regard to:
48%
46%
39%
41%
30%
*
Satisfaction with Usefulness of Information Has Increased Significantly Since Last Wave
Q7: Next, let’s think about some specific aspects of VDOT communications and the information provided by VDOT. Again, please tell me how satisfied you are with VDOT in regard to:
Data weighted to be representative of Virginia population.
*
*
*
Slightly More than a Third Say They Have Received Sufficient Information from VDOT
Q15a: Think about the amount of information you have received from VDOT about transportation, planning, construction, and traffic related issues. Would you say that you have received:
Data weighted to be representative of Virginia population.
39%
*
*
Maintenance
Residents Are Equally Likely to Be Satisfied with VDOT’s Regular Maintenance of the Roadways and Its Response to Unexpected Maintenance Needs
Q8: Overall, how satisfied are you with:
41%
40%
*
*
Maintenance
While Satisfaction with “Regular” Maintenance Has Remained Stable Since the Last Wave of the Study, Satisfaction with Meeting Unexpected Maintenance Needs Has Increased Significantly
Data weighted to be representative of Virginia population.
Q8: Overall, how satisfied are you with:
*
*
*
Quality of the Ride
On Measures of the Quality of the Ride, the Highest Level of Satisfaction Is Posted for “Smoothness of Ride”
But, Other Measures of Quality of Ride Have Lower Levels of Satisfaction
Q9: Now, think about the quality of the ride experienced on Virginia roads and highways. How satisfied are you with:
49%
35%
30%
35%
*
*
Quality of the Ride
Satisfaction with Day-to-Day Flow of Traffic Has Increased Significantly Since the Last Wave of Research
Q9: Now, think about the quality of the ride experienced on Virginia roads and highways. How satisfied are you with:
*
*
*
Emergency Response
The Highest Levels of Satisfaction with VDOT in Regard to Emergency Response Are Posted for Being Prepared for Inclement Weather and Snow Removal; Satisfaction Is Somewhat Lower for Management of Traffic during Incident Response
Q10: Based on your experience and perceptions, how satisfied are you with VDOT in regard to:
61%
56%
45%
41%
52%
*
*
Emergency Response
Significant Improvements in Regard to Emergency Response Are Posted for Two Measures: Timely Response to Traffic Incidents and Ability to Resolve Traffic Incidents
Q10: Based on your experience and perceptions, how satisfied are you with VDOT in regard to:
*
*
*
*
Signage and Pavement Markings
Readability and Visibility of Signs Receive the Highest Marks for “Signage and Pavement Markings” Attributes, While Lighting Receives the Lowest Rating
Q11: Think now about signage and pavement markings on Virginia roadways and highways. How satisfied are you with:
72%
65%
63%
56%
64%
72%
62%
*
*
Signage and Pavement Markings
Satisfaction with Signage and Pavement Markings Has Remained Steady Since Last Year
*
*
Rest Areas & Welcome Centers
Satisfaction with Rest Areas & Welcome Centers Is Highest for “Signs Indicating Locations” and Lowest for “Number Available”
Q12: What about the rest areas and welcome centers on Virginia roads and highways? How satisfied are you with the rest areas and welcome centers in regard to:
77%
64%
60%
53%
63%
68%
57%
*
*
Rest Areas & Welcome Centers
Significant Improvements Are Posted this Wave for the Condition and Safety of Rest Areas and Welcome Centers and the Number Available
*
*
*
*
*
Roadside Appearance
In Regard to Litter Removal, Residents Are Most Happy with the Appearance of Plants, Grasses, and Flowers and Least Happy with the Appearance of Construction Sites
Q13: How satisfied are you with:
68%
53%
49%
61%
*
*
Roadside Appearance
Significant Improvements Are Posted this Wave for Frequency of Mowing and Appearance of Construction Sites
Q12: What about the rest areas and welcome centers on Virginia roads and highways? How satisfied are you with the rest areas and welcome centers in regard to:
*
*
*
*
Management of Public Funds
Satisfaction Levels for Measures of Budget Management Are Fairly Low, Ranging from 23% for “Completing Projects on Budget” to 32% for “Building Projects that Are Solutions to Community Needs”
Q14: Overall, how satisfied are you with VDOT in regard to:
32%
31%
23%
25%
*
*
Management of Public Funds
Although the Level of Satisfaction Is Still Quite Low for “Completing Projects on Time,” A Statistically Significant Increase Is Posted for this Wave
Q14: Overall, how satisfied are you with VDOT in regard to:
*
*
*
Quality of ride
.071
.210
.203
.081
.221
.324
.212
.108
.155
.076
.077
.111
.080
.054
.080
.268
.787
*
Quality of ride
.071
.210
.203
.081
.221
.324
.212
.108
.155
.076
.077
.111
.080
.054
.080
.268
.787
*
*
As Noted Earlier, Although the Level of Contact Has Decreased this Wave, Nearly All Virginians Have Some Form of Contact with VDOT
Q15: Tell me, in which of the following ways have you come into contact with VDOT during the past year?
*
^
*
*
Significant Decreases in Contact Are Posted for Lynchburg, Hampton Roads, Culpeper, Northern Virginia, Fredericksburg, and Richmond
About 9 of 10 residents have had some form of contact with VDOT over the past year – regardless of the District in which they live.
Q15: Tell me, in which of the following ways have you come into contact with VDOT during the past year?
*
*
^
*
*
^
*
*
*
*
Just As Reported in the Past, Virginia Residents Tend Not to Initiate Contact with VDOT
Q15: Now, lets talk about any contact you might have had with VDOT in the past year. Tell me, in which of the following ways have you come into contact with VDOT during the past year?
Contact via Electronic Message Boards is significantly lower than the 2007 level of 75%. No other differences are significant at the 95% confidence level.
11% have called 511; and, 8% have accessed 511 online
Data weighted to be representative of Virginia population.
*
*
Districts Vary Slightly in the Type
of Contact Residents Have with VDOT
Residents of Hampton Roads are less likely than the other Districts, specifically Bristol, Lynchburg, and Staunton, to have called a VDOT office.
Salem residents are more likely to have called 511 than other Districts, especially Lynchburg and Culpeper.
Residents of Bristol are more likely to have visited a VDOT office than other Districts, especially Richmond and Hampton Roads.
Northern Virginia residents are most likely to have searched the VDOT Web site, and Bristol residents are least likely.
Northern Virginia residents are also the most likely to receive mail from VDOT.
Residents in Bristol are more likely than other Districts, especially Staunton, to have attended a public meeting.
Residents in Northern Virginia and Hampton Roads are more likely than other Districts, especially Lynchburg, to have encountered electronic message boards on the highways.
*
*
Conclusion & Implication
*
*
*
Unaided Awareness of 511 Virginia Telephone Is 18%; It Is 12% for the Web Site
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of?
Combined, total unaided awareness of 511 Virginia is 26%.
Data weighted to be representative of Virginia population.
*
*
Data weighted to be representative of Virginia population.
Unaided Awareness of Transportation Information Sources Is Up This Wave Across the Board
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of?
*
*
Unaided Awareness of These Sources Is Up As Well
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of?
But, the proportions saying some “other” source of information and “don’t know” are down.
*
*
In Total, Nearly Half of Virginians Are Aware of 511 Virginia
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of? Q21: Prior to this interview, had you ever heard of or read about 511, 511 Virginia, or 511 Virginia.org?
44% are aware of 511 Virginia
Data weighted to be representative of Virginia population.
*
*
Awareness of 511 Has Increased Over the Past Year
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of? Q21: Prior to this interview, had you ever heard of or read about 511, 511 Virginia, or 511 Virginia.org?
Data weighted to be representative of Virginia population.
*
*
Nearly One-half or More of Residents of Salem, Bristol, Staunton, Hampton Roads, and Richmond Are Aware of 511 Virginia
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of? Q21: Prior to this interview, had you ever heard of or read about 511, 511 Virginia, or 511 Virginia.org?
56%
54%
51%
49%
47%
41%
37%
35%
33%
*
*
Awareness of 511 Virginia Has Increased Significantly in Salem, Bristol, and Fredericksburg; It Has Increased Directionally in Staunton, Hampton Roads, Culpeper, Lynchburg, and Northern Virginia
Q20: Now, think about the various sources of information about transportation and traffic available to the public. What sources of travel and transportation have you heard of? Q21: Prior to this interview, had you ever heard of or read about 511, 511 Virginia, or 511 Virginia.org?
*
*
*
*
*
Radio or TV Reports Are Mentioned Most Often as the Tools Found Most Useful for Traffic Information
Q22: Which of the following tools do you find most useful for providing you with traffic information to plan your routes when traveling?
3% said 511 telephone is most useful; and, 2% said the 511 Web site is most useful.
Data weighted to be representative of Virginia population.
*
*
Usefulness of 511 Has Remained Fairly Stable Over the Past Year
Q22: Which of the following tools do you find most useful for providing you with traffic information to plan your routes when traveling?
Data weighted to be representative of Virginia population.
^
*
^
* 2008 differs significantly from 2007 at a 95% confidence level
^ 2007 differs significantly from 2006 at a 95% confidence level
NA
NA
*
Familiarity with the Telephone Service Is Slightly Higher than That of the Web Site
Telephone
Web site
Q23: Overall, how familiar are you with the 511 telephone service? Q24: Overall, how familiar are you with the 511 online service, sometimes called “511 Virginia” or “511 Virginia.org”?
Data weighted to be representative of Virginia population.
*
*
Familiarity with 511 Virginia – Both Online and Telephone – Has Remained Fairly Stable
Telephone
Web site
Q23: Overall, how familiar are you with the 511 telephone service? Q24: Overall, how familiar are you with the 511 online service, sometimes called “511 Virginia” or “511 Virginia.org”?
Data weighted to be representative of Virginia population.
* 2008 differs significantly from 2007 at a 95% confidence level.
NOTE: Question asked of those who are aware of 511.
19%
18%
9%
12%
*
15% of Virginia Residents Have Used 511 Virginia
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler information?
Data weighted to be representative of Virginia population.
Telephone only 7%
Online only 4%
Both telephone 4%
*
Use of 511 Virginia Is about the Same This Year as Last
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler information?
Data weighted to be representative of Virginia population.
2007 2008
*
Residents of Staunton, Salem and Hampton Roads Are Most Likely to Have Ever Called or Logged Onto 511 Virginia; Residents of Lynchburg Are Least Likely
*
*
A Significant Increase in Usage of 511 Virginia Is Posted for Salem; Usage of 511 Has Remained Fairly Constant in Other Districts
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler information?
*
*
*
Just as Reported in the Past, Both Specific Media (e.g., Highway Sign) and Word of Mouth Prompt the Use of 511 Virginia
Q25b: What prompted you to use 511?
NOTE: Question asked of those who have used 511. Only most frequent mentions shown.
Data weighted to be representative of Virginia population.
2008
*
Motorists Are More Likely to Have Been Prompted to Use 511 Virginia by Highway Signs than They Have Been in the Past; and, Use of Other Media – Such as Advertising and Web Links – Seems to Be Growing as Well
Q25b: What prompted you to use 511?
NOTE: Question asked of those who have used 511. Only most frequent mentions listed. Only most frequent mentions are shown.
Data weighted to be representative of Virginia population.
* 2008 differs significantly from 2007 at a 95% confidence level
2007
2008
*
As Reported in the Past, 511 Virginia Users – Both Telephone and Online – Tend to Be “Repeat” Users
Q27: How many times have you used the 511 telephone service, once or more than once? Q32: How many times have you used the 511 online service, once or more than once?
NOTE: Question asked of those who have used 511.
Data weighted to be representative of Virginia population.
Frequency of Using 511
*
Repeat Usage of 511 Virginia Telephone Is Increasing; Repeat Usage of the Web Site Is Stable
Q27: How many times have you used the 511 telephone service, once or more than once? Q32: How many times have you used the 511 online service, once or more than once?
NOTE: Question asked of those who have used 511.
Data weighted to be representative of Virginia population.
*
*
*
While Users of 511 Virginia – Both Telephone and Online – Tend To Use the Service More than Once, They Tend to Use It Less Often than Once a Month
Q28a/Q33a: How often would you say you use the 511 telephone/online service?
Data weighted to be representative of Virginia population.
NOTE: Question asked of those who have used 511 more than one time.
Frequency of Using 511
75%
67%
16%
16%
3%
3%
*
*
Web site
Q28a/Q33a: How often would you say you use the 511 telephone/online service?
Data weighted to be representative of Virginia population.
*
*
Telephone and Online Users Are Seeking Information about Traffic Conditions – Especially Telephone Users; Online Users Are More Likely than Telephone Users to Be Seeking Weather Information and Trip Planning Information – But, Still, Online Users Are Most Often Seeking Information about Traffic Conditions
Q28b&c: Which of the following best describes the type of information you were seeking when you called 511 telephone service? Q33b&c: Which of the following best describes the type of information you were seeking when you used 511 online service?
NOTE: Question asked of those who have used each service.
Data weighted to be representative of Virginia population.
Reason for Using 511
*
Both Telephone and Online 511 Users Seek The Same Type of Information as in 2007, with a Few Exceptions. Overall, Interest in Using 511 for Traffic Conditions Seems to Be Increasing for Both Telephone and Online; Interest in Using Online for Weather Information Has Increased
Q28b&c: Which of the following best describes the type of information you were seeking when you called 511 telephone service? Q33b&c: Which of the following best describes the type of information you were seeking when you used 511 online service?
NOTE: Question asked of those who have used each service.
Data weighted to be representative of Virginia population.
*
*
Half of Those Using 511 – Either Telephone or Online – Changed Their Behavior Based on the Information Obtained
Q29a: Which of the following best describes your experience using the 511 telephone service? Q34a: Which of the following best describes your experience using the 511 online service?
Data weighted to be representative of Virginia population.
Telephone service
Online service
47%
49%
Based on the information I obtained, I changed my route or took another road
38%
29%
Based on the information I obtained, I changed my travel time
14%
23%
Based on information received, changed to another type of transportation
2%
2%
44%
42%
I obtained helpful information, but did not change travel in any way
35%
34%
11%
8%
9%
6%
3%
3%
The information obtained reduced the stress or frustration of trip
12%
15%
*
Behavior Change in Response to Information Obtained from 511 Has Remained Stable Since the Last Wave of Research
Q29a: Which of the following best describes your experience using the 511 telephone service? Q34a: Which of the following best describes your experience using the 511 online service?
Data weighted to be representative of Virginia population.
*
50%
47%
50%
49%
Based on the information I obtained, I changed my route or took another road
38%
38%
30%
29%
Based on the information I obtained, I changed my travel time
18%
14%
22%
23%
Based on information received, changed to another type of transportation
3%
2%
2%
2%
36%
44%
42%
42%
I obtained helpful information, but did not change travel in any way
30%
35%
34%
34%
8%
11%
9%
8%
9%
9%
1%
6%
7%
3%
1%
3%
The information obtained reduced the stress or frustration of trip
7%
12%
20%
15%
*
Nearly Two-thirds of Users – Both Telephone and Web Site – Are Satisfied with 511 Virginia
Q30/Q35: Thinking about the 511 telephone/online service overall, how satisfied are you with the 511 telephone/online service?
Telephone
Data weighted to be representative of Virginia population.
*
*
Satisfaction with the Web Site Has Declined; It Has Remained Stable for the Telephone Service
Telephone
61%
61%
77%
62%*
NOTE: Question asked of those who have used 511 more than one time.
* 2008 differs significantly from 2007 at a 95% confidence level
Data weighted to be representative of Virginia population.
*
*
About Half of Telephone Users and Web Site Users Plan to Use 511 again in the Future
Q31/Q36: How likely are you to use the 511 telephone service/online service in the future?
Telephone
*
*
* 2008 differs significantly from 2007 at a 95% confidence level
Data weighted to be representative of Virginia population.
Q31/Q36: How likely are you to use the 511 telephone service/online service in the future?
NOTE: Question asked of those who are aware of 511.
*
*
Conclusion & Implication
Conclusion: Awareness of 511 has increased over the past year, with significant increases posted for Salem, Bristol, and Fredericksburg. Nevertheless, familiarity and usefulness of 511 have remained fairly stable. The proportion of Virginians using 511 – online and telephone – has remained fairly constant at 15%.
*
*
Conclusion & Implication
*
*
*
Summary of Key Findings
Even though a slight drop in the level of contact is reported in this wave of the research, most residents of Virginia report that they have had some form of contact with VDOT over the past year.
Overall, levels of familiarity, satisfaction, and trust have remained stable this wave. However, satisfaction with VDOT has increased significantly in Fredericksburg and decreased significantly in Staunton.
In terms of specific functional areas, VDOT’s highest satisfaction ratings continue to be for physical attributes and conditions of the roadways. Lowest ratings are for issues related to planning and management.
*
*
Summary of Key Findings
In total, nearly half of Virginians are aware of 511 Virginia. Currently, awareness is 44% – a significant increase from the 38% posted in 2007.
The highest levels of awareness of 511 Virginia are posted for Salem, Bristol, Staunton, Hampton Roads, and Richmond. In these Districts, awareness of 511 Virginia runs at about 50% or higher.
15% of Virginians have ever used 511 Virginia – about the same as in 2007. But, frequency of usage may be going down as users tend to use 511 less often than once a month.
*
*
Thank You
*
*
*
*
Nearly All Opinion Leaders Have Had Contact with VDOT During the Past Year
Q44: In which of the following ways have you come into contact with VDOT during the past year?
“Opinion leaders” are defined as people who have participated in at least 2 community and public activities during the last 12 months.
This finding is consistent with the previous wave of this research.
Data weighted to be representative of Virginia population.
*
*
Opinion Leaders Have More of Every Type of Contact Than Non-Leaders – Opinion Leaders Are about Twice as Likely as Non-leaders to Have Used 511 Virginia
Q15: Now, let’s talk about any contact you might have had with VDOT in the past year. Tell me, in which of the following ways have you come into contact with VDOT during the past year?
“Opinion leaders” are defined as people who have participated in at least 2 community and public activities during the last 12 months.
Data weighted to be representative of Virginia population.
*
*
Opinion Leaders Are More Likely To Be Familiar with VDOT
38%
56%
“Opinion leaders” are defined as people who have participated in at least 2 community and public activities during the last 12 months.
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
Data weighted to be representative of Virginia population.
*
*
But, Opinion Leaders Appear to Judge VDOT More Critically in that They Are Less Satisfied than Non-leaders
52%
40%
“Opinion leaders” are defined as people who have participated in at least 2 community and public activities during the last 12 months.
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
This finding is consistent with the previous wave of this research.
Data weighted to be representative of Virginia population.
*
*
On Areas of Specific VDOT Responsibilities, Leaders and Non-Leaders Differ Most in Regard to Issues of Planning – Non-leaders Have Generally More Positive Views of VDOT
Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
*
*
39%
49%
Q5a: To what extent do you trust VDOT to do the right thing for the people of Virginia in regard to managing the state’s road and highway system?
“Opinion leaders” are defined as people who have participated in at least 2 community and public activities during the last 12 months.
This finding is consistent with the previous wave of this research.
Data weighted to be representative of Virginia population.
*
Fredericksburg
Culpeper
Richmond
Staunton
Salem
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very familiar
45%
50%
49%
56%
Hampton Roads
Northern Virginia
Richmond
Fredericksburg
Staunton
Culpeper
Salem
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
57%
53%
52%
46%
45%
36%
40%
33%
27%
66%
58%
55%
49%
38%
46%
36%
Not Satisfied
Satisfied
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Trust very much
25%
34%
33%
35%
36%
35%
30%
33%
38%
9%
8%
11%
13%
15%
16%
23%
21%
26%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Staunton
Culpeper
Bristol
Salem
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Trust very much
57%
41%
50%
44%
38%
41%
29%
30%
31%
55%
60%
56%
46%
36%
42%
36%
53%
51%
48%
44%
43%
62%
54%
34%
51%
64%
42%
0%
20%
40%
60%
80%
100%
LynchburgSalemBristolStauntonCulpeperRichmondFred'burgNorthern
Va.
Hampton
Roads
200620072008
19%
18%
20%
22%
29%
33%
32%
30%
34%
41%
37%
43%
39%
7%
8%
7%
10%
12%
12%
13%
16%
16%
17%
22%
17%
28%
Management of public funds
Planning for future needs
Quality of ride
Traffic management/incident response
Appearance of roadside
Cleanliness of highways and roadways
Rest areas and welcome centers
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
63%
62%
61%
52%
59%
50%
63%
60%
58%
67%
0%
20%
40%
60%
80%
100%
funds
200620072008
38%
37%
39%
35%
45%
39%
43%
38%
37%
24%
25%
24%
28%
32%
29%
36%
38%
25%
Staunton
Culpeper
Fredericksburg
Lynchburg
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
73%
69%
58%
60%
67%
55%
61%
60%
75%
74%
72%
71%
70%
Richmond
Fredericksburg
Bristol
Culpeper
Lynchburg
Staunton
Salem
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
73%
75%
67%
58%
59%
61%
57%
47%
54%
59%
64%
67%
64%
52%
57%
58%
58%
60%
0%
20%
40%
60%
80%
100%
SalemStauntonNorthern
Virginia
Hampton
Roads
LynchburgCulpeperBristolFred'burgRichmond
20072008
24%
38%
40%
46%
39%
34%
41%
41%
48%
25%
16%
19%
18%
34%
29%
30%
25%
28%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Culpeper
Bristol
Salem
Lynchburg
Staunton
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
77%
73%
65%
70%
67%
70%
55%
56%
73%
71%
70%
68%
67%
64%
59%
54%
49%
56%
0%
20%
40%
60%
80%
100%
StauntonLynchburgSalemBristolCulpeperRichmondFred'burgNorthern
Virginia
Hampton
Roads
20072008
41%
41%
40%
43%
32%
42%
43%
38%
50%
11%
16%
17%
15%
17%
17%
27%
18%
26%
Fredericksburg
Richmond
Bristol
Lynchburg
Culpeper
Salem
Staunton
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
74%
61%
58%
60%
61%
65%
60%
58%
68%
65%
60%
58%
57%
52%
47%
58%
59%
57%
0%
20%
40%
60%
80%
100%
StauntonSalemCulpeperLynchburgBristolNorthern
Virginia
Hampton
Roads
RichmondFred'burg
20072008
31%
28%
39%
39%
39%
38%
34%
40%
43%
13%
17%
12%
14%
17%
21%
21%
20%
15%
Northern Virginia
Hampton Roads
Fredericksburg
Staunton
Richmond
Culpeper
Salem
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
65%
59%
55%
57%
53%
67%
41%
42%
63%
61%
53%
51%
45%
44%
55%
Culpeper
Fredericksburg
Staunton
Bristol
Salem
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
52%52%
Northern Virginia
Culpeper
Staunton
Bristol
Lynchburg
Salem
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
65%
58%
63%
55%
40%
42%
47%
41%
65%
66%
43%
49%
37%
48%
46%
35%
54%
32%
59%
38%
44%
39%
57%
59%
64%
54%
32%
0%
20%
40%
60%
80%
100%
SalemLynchburgBristolStauntonCulpeperHampton
Roads
RichmondFred'burgNorthern
Virginia
200620072008
25%
35%
33%
33%
42%
36%
43%
41%
39%
7%
6%
9%
10%
22%
17%
23%
25%
15%
Hampton Roads
Richmond
Culpeper
Bristol
Staunton
Lynchburg
Salem
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
58%
60%
67%
61%
52%
39%
43%
33%
Hampton Roads
Fredericksburg
Salem
Bristol
Staunton
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
60%
61%
55%
56%
30%
43%
41%
46%
55%
49%
47%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Culpeper
Salem
Staunton
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
52%
50%
38%
39%
33%
45%
24%
48%
44%
27%
29%
28%
35%
58%
21%
29%
45%
33%
37%
21%
29%
32%
43%
44%
45%
53%
33%
0%
20%
40%
60%
80%
100%
LynchburgBristolStauntonSalemCulpeperRichmondFred'burgNorthern
Virginia
Hampton
Roads
200620072008
11%
16%
20%
24%
24%
24%
29%
22%
25%
4%
6%
6%
6%
11%
7%
16%
14%
7%
Hampton Roads
Culpeper
Lynchburg
Staunton
Salem
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
35%
40%
34%
52%
37%
25%
34%
43%
40%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Culpeper
Staunton
Salem
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
45%
42%
36%
45%
34%
28%
Hampton Roads
Richmond
Staunton
Salem
Lynchburg
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
38%38%
Amount of information
Ease of obtaining
information
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
46%
42%
39%
36%
30%
48%
46%
41%
39%
30%
0%
20%
40%
60%
80%
100%
More information than needed
All of information needed
Most of information needed
Some of information needed
Less information than needed
Very little
VDOT's ability to meet
highways
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
42%
36%
41%
40%
0%
20%
40%
60%
80%
100%
maintenance needs
Management of traffic congestion
delays and disruptions
Smoothness of ride
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
49%
31%
33%
30%
49%
traffic
response
Snow removal
Being prepared for inclement weather
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
63%
59%
45%
41%
39%
61%
56%
52%
45%
41%
0%
20%
40%
60%
80%
100%
Lighting on roadways & highways
Condition of pavement markings
Quality of pavement markings
Visibility of pavement markings
Roads & highways clearly marked
Visibility of signs
Readability of signs
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
74%
71%
64%
62%
63%
61%
54%
56%
62%
63%
64%
65%
72%
72%
0%
20%
40%
60%
80%
100%
Readability
Amenities available
Signs indicating locations
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
76%
61%
63%
60%
55%
54%
46%
77%
68%
64%
63%
60%
57%
53%
0%
20%
40%
60%
80%
100%
Signs
indicating
locations
ConditionTraveler
information
availabile
CleanlinessSafetyAmenities
available
Appearance of
construction sites
Frequency of mowing
Appearance of plants,
grasses and flowers
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
67%
55%
52%
44%
68%
61%
53%
49%
0%
20%
40%
60%
80%
100%
Completing projects
on budget
Developing budgets
community needs
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
32%
28%
26%
24%
32%
31%
25%
23%
0%
20%
40%
60%
80%
100%
Read or heard about VDOT in news
Visited Virginia Interstate rest area
VDOT road crews
Electronic message boards
9%
7%
11%
12%
16%
17%
18%
20%
25%
25%
27%
27%
30%
46%
49%
53%
58%
63%
64%
Don't know
Not aware of 511
Salem
Bristol
Staunton
42%
44%
48%
44%
47%
31%
34%
31%
54%
51%
49%
47%
37%
35%
25%
41%
56%
33%
0%
20%
40%
60%
80%
100%
SalemBristolStauntonHampton
Roads
RichmondFred'burgCulpeperLynchburgNorthern
Virginia
20072008
16%
1%
2%
3%
4%
6%
7%
20%
42%
Do not use any of these tools
VDOT toll-free Highway Helpline
511 Virginia Web site
511 Virginia telephone service
39%
30%
5%
4%
2%
1%
16%
42%
20%
5%
4%
3%
Don't know
"2"
"3"
"4"
"2"
"3"
"4"
Lynchburg
Culpeper
Weather 14% 14% 16% 28%
Public transportation/transit info - 7% - -
Location of traveler services 6% 3% 4% 7%
Other 5% 3% 3% 4%
Nothing in particular 1% - 6% 5%
Don’t know 1% 1% - 5%
Telephone
service
50% 49%
38% 38%
30% 29%
changed my travel time
3% 2%
2% 2%
change behavior (net)
not change travel in an y way
30% 35%
34% 34%
helpful
1% 6%
1% 3%
stress or frustration of trip
7%
12%
20%
15%
Don't know
"2"
"3"
"4"
"2"
"3"
"4"
Don't know
Very unlikely
Somewhat unlikely
Non-Leaders
Leaders
1%
2%
2%
6%
7%
7%
6%
11%
12%
21%
28%
69%
71%
59%
5%
11%
14%
10%
13%
16%
19%
27%
27%
38%
46%
85%
85%
91%
85%
66%
Sent a letter to VDOT
Sent email to VDOT
Attended VDOT public meeting
Read or heard about VDOT in news
VDOT road crews
Non-Leaders
Leaders
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very familiar
40%
33%
12%
7%
Non-Leaders
Leaders
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very satisfied
28%
32%
33%
39%
49%
46%
48%
48%
56%
66%
63%
63%
61%
24%
20%
25%
30%
38%
39%
40%
39%
49%
58%
61%
61%
63%
Management of public funds
Planning for future needs
Traffic management/incident response
Communicating
Appearance of roadside
Leaders
Non-leaders
33%
30%
16%
9%
Non-Leaders
Leaders