TDOT Releases Results of First Customer Satisfaction Survey

Tuesday, October 17, 2006 | 07:00pm

Nashville, Tenn. – The Tennessee Department of Transportation (TDOT) announced today the results of its first comprehensive customer satisfaction survey. The purpose of the survey was to assess TDOT’s overall performance and to help identify short-term and long-term transportation priorities for the department. The survey, completed in July 2006, was mailed to 6,000 Tennesseans. Over 2,000 residents and public officials responded, and the findings were overwhelmingly positive.

“When I became Governor, I charged the officials at TDOT with improving the often strained relationship between the public and the department,” said Governor Phil Bredesen. “The results of this survey demonstrate the tremendous job the department has done during the last four years at building better relationships with the public, along with building some of the best roadways in the nation.”

The TDOT Customer Service Satisfaction Survey identified several key strengths for the department and key areas that the citizens and law makers felt the department needs to focus on moving forward.

“Everyone knows TDOT builds great roadways, but we also want to build great relationships with the communities we serve,” said TDOT Commissioner Gerald Nicely. “I am pleased to see that the citizens have recognized and appreciate our efforts to be a more community-oriented agency.”


  • Both residents and elected officials feel TDOT services have improved significantly over the past three years.
  • 72% of the residents and 84% of public officials surveyed were satisfied with TDOT maintenance on Interstates; only 8% of residents and 4% of public officials were dissatisfied.
  • A majority of the respondents thought TDOT is moving in the right direction and a majority indicated that they trust TDOT officials to make good decisions.
  • 31% of the residents and 49% of public officials surveyed thought funding for transportation in Tennessee should be increased; only 3% of residents and 1% of public officials thought it should be reduced.

Top Priorities:

Based on the results of the survey, the four issues listed below are the top priorities identified by both residents and elected officials for TDOT attention over the next two years.

  • Repairing/maintaining existing highways and keeping road surfaces in good condition.
  • Improving the visibility of striping at night and during wet weather.
  • Improving drainage from the surface of highways during storms.
  • Relieving congestion in urban areas.

Other Priorities identified in the survey included the following:

  • Improving lighting at highway interchanges in urban areas.
  • Developing dedicated lanes for trucks and/or additional passing lanes on highways.
  • Adding shoulders to highways that don’t have them.
  • Increasing the availability of alternative modes of transportation, such as public transit.

In specific questions related to environmental issues, more than 70% of residents and elected officials thought that TDOT is doing a good job of addressing environmental considerations when planning and building transportation projects in Tennessee.

The results of the survey provide TDOT with a comprehensive set of information to identify and manage customer-oriented improvements. The department will respond to the priorities that were identified and be prepared to respond to new issues that will emerge in the years ahead.
To view the entire survey, visit our website

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