TDOT Statewide Customer Survey - 2013

The Tennessee Department of Transportation (TDOT) completed a statewide customer survey in January 2014. The key objectives of the survey were to (1) assess satisfaction levels with the quality and services of our state transportation system and (2) help identify and prioritize the transportation services and improvements that are most important to Tennesseans. 

The comprehensive survey consisted of four major components: (1) a Resident Survey, (2) an Elected Official Survey, (3) a Partner Survey, and (4) a Benchmarking Survey with the eight states that border Tennessee.

The survey was administered from November 4 to January 15 by ETC Institute, a national market research firm selected through the state competitive Request for Proposal (RFP) process.

Of the 8,000 Tennessee households selected at random to receive the Resident survey, 2,729 residents responded. A total of 333 elected officials, including city mayors, county mayors and members of the Tennessee General Assembly, participated in the Elected Official survey. In addition, 454 responses to the Partner Survey were received; the partner survey was sent to a wide cross-section of planning partners including city managers/administrators, street superintendents, county highway superintendents, rural and metropolitan transportation planning committee members, transit providers, Tennessee development districts and freight advisory committee members. 

Survey results are provided below in both an executive summary and comprehensive report version. A copy of the survey instrument is included in each survey report.

For more information on the 2013 TDOT Statewide Customer Survey, please contact the TDOT Office of Strategic Planning at (615) 532-3507.

Executive Summary (short)

Executive Summary (short, in Spanish)

Executive Summary (long)

Executive Summary (long, in Spanish)

Resident Survey Report

Elected Official Survey Report

Partner Survey Report

*This research was funded through the State Planning and Research (SPR) Program by the Tennessee Department of Transportation and the Federal Highway Administration under RES2013-44: TDOT Customer Satisfaction Survey-FY2013-2018. The contents of these reports reflect the views of the author(s) who is(are) solely responsible for the facts and accuracy of the material presented. The contents do not necessarily reflect the official views of the Tennessee Department of Transportation or the United States Department of Transportation.