Several years ago, the Florida Department of Transportation began surveying their customers-- the residents, visitors and businesses of Florida-- to identify the services the Department successfully delivers and what they could do to improve.  Customer satisfaction and dissatisfaction results provide the Department with valuable information to help them understand both their customers’ needs and the marketplace.  These survey results helped the Department to identify five areas for improvement: the visibility of roadway signs and markings, construction zones, traffic flow, rest areas and airports, and overall satisfaction with the transportation system.

Our team understands the people of South Florida want a safe and effective roadway completed on time, on budget, and of the highest quality.  With the Department’s initiative in mind, we plan to survey our customers along the corridor to help us identify the areas we may need to improve throughout the course of construction.  We also believe timely communication is a key to achieving customer satisfaction and plan to evaluate the time it takes for the public to receive answers to their questions and concerns about this project.

The roadway signs below provide a snapshot of whether we are on the right path to meeting our customers’ expectations when they contact our office with questions or concerns.  We strive to provide a response to each request within 24 hours and to resolve each request within 72 hours.  By monitoring the timeframe that requests are answered by our project office and by our partners, we will be able to grade ourselves to determine if we are meeting our customers’ needs.  The percentage of successful requests will be reported for each month, along with a light on our traffic signal.  A green light will appear when we score above 90%, a yellow light when the score is between 80% and 90%, and a red light if the score falls below 80%.

FDOT Project Office’s Response Time (June 2010)	Evaluation of Concessionaire’s response time to complaints and requests (June 2010)
FDOT Project Office’s Response Time (Cumulative)	Evaluation of Concessionaire’s response time to complaints and requests (Cumulative)
The above charts were last updated July 2010