using customer feedback to manage performance florida’s customer comment card system
DESCRIPTION
Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System. Florida Department of Transportation October 12, 2004. Facilities. 63 Rest Areas 4 Welcome Centers 16 Truck Comfort Stations 8 Service Plazas. Old Manual Process: 2400 cards/year. - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/1.jpg)
State Maintenance Office
Using Customer Feedback to Manage
Performance Florida’s Customer
Comment Card System
Florida Department of TransportationOctober 12, 2004
![Page 2: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/2.jpg)
Florida Department of Transportation
State Maintenance Office
63 Rest Areas
4 Welcome Centers
16 Truck Comfort Stations
8 Service Plazas
Facilities
![Page 3: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/3.jpg)
Florida Department of Transportation
State Maintenance Office
Old Manual Process: 2400 cards/year
• Questions not specific to FDOT survey• Each card read individually
![Page 4: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/4.jpg)
Florida Department of Transportation
State Maintenance Office
Automating Customer Comments:Rest Areas
• Re-Designed Cards• New Questions• Scanned Responses
Facility Bar Code
![Page 5: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/5.jpg)
Florida Department of Transportation
State Maintenance Office
Automating Customer Comments:Truck Comfort Stations
• Added Specific Truck Questions
Facility Bar Code
![Page 6: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/6.jpg)
Florida Department of Transportation
State Maintenance Office
•Card Boxes mounted visibly
•Cards collected twice/week
•Cards scanned and posted daily
•Customers contacted within 5 days
•Records retained
•QAR performed annually
![Page 7: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/7.jpg)
Florida Department of Transportation
State Maintenance Office
•Contract Administration Checklist
•Quality Assurance Review Checklist
![Page 8: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/8.jpg)
Florida Department of Transportation
State Maintenance Office
Using Customer Feedback•Rest areas, welcome centers & truck comfort stations
•Inspection Checklist Rating calibrated with
Customer Satisfaction
•3.7 satisfaction ~ 90 condition rating
•Daily feedback used to manage for results
•Used by FDOT & Asset Management Contractors,
RESPECT of Florida, Blind Services
![Page 9: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/9.jpg)
Florida Department of Transportation
State Maintenance Office
Management Reports on Intranet
![Page 10: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/10.jpg)
Florida Department of Transportation
State Maintenance Office
![Page 11: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/11.jpg)
Florida Department of Transportation
State Maintenance Office
Data formatDate range
Reporting Level
![Page 12: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/12.jpg)
Florida Department of Transportation
State Maintenance Office
3.7 Target
District
![Page 13: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/13.jpg)
Florida Department of Transportation
State Maintenance Office
Statewide Data
1 Month reporting period
Feedback categories
Rest Rooms
Attendants
Vending
Grounds & Parking
Safety
Security
Overall Rating
![Page 14: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/14.jpg)
Florida Department of Transportation
State Maintenance Office
Data sorted by
Facility
Maintenance Area
District
Statewide
Card Count
Statewide Data
1 Month reporting period
![Page 15: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/15.jpg)
Florida Department of Transportation
State Maintenance Office
Composite satisfaction for all facilities within Maintenance Area
District Data
Maintenance Unit
![Page 16: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/16.jpg)
Florida Department of Transportation
State Maintenance Office
District Card Count
District Data
1 Month reporting period
![Page 17: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/17.jpg)
Florida Department of Transportation
State Maintenance Office
19 cards
![Page 18: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/18.jpg)
Florida Department of Transportation
State Maintenance Office
St. Johns Northbound RA
![Page 19: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/19.jpg)
Florida Department of Transportation
State Maintenance Office
Documenting Inspection
![Page 20: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/20.jpg)
Florida Department of Transportation
State Maintenance Office
Composite Rest Area SatisfactionTime period Card
CountRest Room
Attendant Vending Grounds & Parking
Safety Security Score
06/01/02 –05/31/03
5958 3.90 4.03 3.85 4.37 4.32 4.20 4.10
06/01/03 – 05/31/04
8646 4.05 4.12 3.89 4.43 4.33 4.27 4.18
45% increase in cards received
![Page 21: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/21.jpg)
Florida Department of Transportation
State Maintenance Office
etrucker OVERDRIVE Magazine January 2004 Highway Report Card
Ranked #1
![Page 22: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/22.jpg)
Florida Department of Transportation
State Maintenance Office
State Permits Office
Overweight and Over Dimensional Permitting
![Page 23: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/23.jpg)
Florida Department of Transportation
State Maintenance Office
State Permits OfficePermit Type
Data Format Select Date Range
![Page 24: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/24.jpg)
Florida Department of Transportation
State Maintenance Office
Feedback Sorted by
Blanket (annual)
Trip
Both
Other
![Page 25: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/25.jpg)
Florida Department of Transportation
State Maintenance Office
Quarterly Feedback
Permits Contractor mails cards
DOT scans and posts data
Overall high satisfaction
![Page 26: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/26.jpg)
Florida Department of Transportation
State Maintenance Office
Individual Card Data1038 cards submitted
![Page 27: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/27.jpg)
Florida Department of Transportation
State Maintenance Office
Feedback on Process Concerns
![Page 28: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/28.jpg)
Florida Department of Transportation
State Maintenance Office
Document Good Performance
![Page 29: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/29.jpg)
Florida Department of Transportation
State Maintenance Office
Motor Carrier Compliance
![Page 30: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/30.jpg)
Florida Department of Transportation
State Maintenance Office
![Page 31: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/31.jpg)
Florida Department of Transportation
State Maintenance Office
![Page 32: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/32.jpg)
Florida Department of Transportation
State Maintenance Office
I 75 Wildwood WIM Southbound
![Page 33: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/33.jpg)
Florida Department of Transportation
State Maintenance Office
![Page 34: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/34.jpg)
Florida Department of Transportation
State Maintenance Office
Road Rangers
More than 300,000 cards/year read manually under old process
![Page 35: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/35.jpg)
Florida Department of Transportation
State Maintenance Office
![Page 36: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/36.jpg)
Florida Department of Transportation
State Maintenance Office
![Page 37: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/37.jpg)
Florida Department of Transportation
State Maintenance Office
![Page 38: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/38.jpg)
Florida Department of Transportation
State Maintenance Office
Maintenance Business Plan Strategic Improvements
![Page 39: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/39.jpg)
Florida Department of Transportation
State Maintenance Office
![Page 40: Using Customer Feedback to Manage Performance Florida’s Customer Comment Card System](https://reader035.vdocuments.site/reader035/viewer/2022062521/568135d6550346895d9d45c7/html5/thumbnails/40.jpg)
Florida Department of Transportation
State Maintenance Office
FDOT Customer Comment Card System