February 16 th, 2017 WYDOT Customer Satisfaction Survey 2016 Presenting results of the WYDOT Customer Satisfaction Survey, 2016 Presented By Brian Harnisch Senior Research Scientist Wyoming Survey & Analysis Center (WYSAC)
Presentation Outline Project Background Survey Results Recommendations for future surveys 2
Background Project History Questionnaire Development Survey Administration Sample Design Response Rates Weighting Demographics
Project History Telephone survey 8 th iteration of survey First survey in 2002 Every 2 years since Questionnaire fairly consistent from 2002-2010 Significant scale changes in 2012 4
Questionnaire Development & Changes Major overhaul of questionnaire in 2012 iteration Significantly shortened, questions eliminated Response scales reduced from 5-point to 3-point Question wording changed slightly to account for new scale 2016 - Random split of respondents removed resulting in increased survey length, but more statistical power. 5
Survey Administration Thursday, November 10 th through Wednesday, November 30 th, 2016 Calling 7 days a week Evenings Sunday Thursday (5-9pm) Afternoons Friday Saturday (12-5pm) Additional weekday afternoons (12-5pm) Numbers attempted as many as 14 times Average survey length of 13 minutes 8 seconds Increase of just over 3 minutes from 2014 6
Sample Design Statewide sample frame Dual frame telephone sample Random Digit Dialing (RDD) Landline sample Cellphone sample Designed to complete over 2/3 of surveys on cell phones. US Dept. of Health & Human Services estimates that 58.5% of Wyoming households are wireless-only, with an additional 15.4% of households wireless-mostly. All designed to give everyone in Wyoming (with a phone) equal probability of selection. 7
Response Rate & Margin of Error 952 completed interviews 700 on cellphones (73.5% of all completions) 252 on landline telephones (26.5% of all completions) 10,386 phone numbers, attempted 53,613 times Overall response rate of 20.0% on eligible numbers 21.3% response rate on landline telephone numbers 19.5% response rate on cellular telephone numbers Margin of error is ±3.2 percentage points with 95% confidence 8
Weighting the Data Data weighted by gender, age group, and county Weighted to ensure sample accurately reflects the actual population distribution in Wyoming. Essential in generalizing findings from the survey to the overall Wyoming population. Merged with 2012-2014 weighted data Allows for statistical comparisons, trend analysis 9
Demographics 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 18-24 25-34 35-44 45-54 55-64 65-74 75+ Male Female Actual 2016 Unweighted 2016 Weighted 10
Survey Results Overall Satisfaction Maintenance & Construction Road Weather Management Rest Areas WYDOT Communications Airports & Air Travel WYDOT Services
Overall Satisfaction Please rate your overall satisfaction with WYDOT's stewardship of the statewide transportation system. 100.0% 90.0% 80.0% 70.0% 60.0% 79.2% 79.9% 84.2% 84% of residents say they are satisfied Statistically significant increase from 80% in 2014 50.0% 40.0% 30.0% 20.0% 18.5% 17.5% 14.2% 10.0% 0.0% 2.3% 2.6% 1.6% 2012 2014 2016 Dissatisfied Neutral Satisfied 12
Overall Satisfaction Overall, are you satisfied or dissatisfied with the maintenance of Wyoming's highways, such as guard rails, pot holes, etc.? 75% of residents say they are satisfied Observed changes are not statistically significant from previous years 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 78.5% 80.9% 74.9% 12.5% 14.3% 10.8% 9.0% 8.3% 10.8% 2012 2014 2016 Dissatisfied Neutral Satisfied 13
Overall Satisfaction Thinking only about the state highways and Interstates near where you live, are you satisfied or dissatisfied that the highway surfaces provide a smooth ride? 75% of residents say they are satisfied Observed changes are not statistically significant from previous years 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 77.4% 76.4% 75.4% 11.7% 14.7% 13.3% 10.9% 8.9% 11.3% 2012 2014 2016 Dissatisfied Neutral Satisfied 14
Overall Satisfaction State highways and Interstates usually permit travel between destinations with only minimal delays. 100.0% 90.0% 80.0% 70.0% 60.0% 88.6% 84.7% 86.7% 87% of residents say they agree with this statement Observed changes are not statistically significant from previous years 50.0% 40.0% 30.0% 20.0% 10.0% 6.9% 9.3% 9.2% 0.0% 4.5% 6.0% 4.0% 2012 2014 2016 Disagree Neutral Agree 15
Survey Results Overall Satisfaction Maintenance & Construction Road Weather Management Rest Areas WYDOT Communications Airports & Air Travel WYDOT Services
Maintenance & Construction After a highway construction project is completed in Wyoming, I am usually satisfied with the amount of improvement in the road. 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 87.1% 87.8% 86.5% 87% of residents say they agree with this statement 40.0% 30.0% Observed changes are not statistically significant from previous years 20.0% 10.0% 7.8% 8.4% 10.2% 0.0% 5.1% 3.8% 3.4% 2012 2014 2016 Disagree Neutral Agree 17
Maintenance & Construction 100% 90% 80% WYDOT has started posting project completion dates at major highway construction sites. During the past two years, have you seen any of these signs? 70% 60% 50% 66.8% 61.6% 62% of residents say that yes, they have seen these signs Statistically significant decrease from 67% in 2014 Those 62% were asked two follow up questions 40% 30% 20% 10% 0% 2014 2016 Yes No 18
When you saw the project completion date sign, had the date already past, or was it in the future? Statistically significant increase in percentage of those who say past (19%) Those who say past (19%) asked an additional question Was construction activity still going on after the posted completion date? Non-significant decline to 56% who say yes 100.0% 90.0% 80.0% 86.4% 81.2% 100% 90% 80% 70.0% 70% 60.0% 50.0% 60% 50% 62.5% 56.0% 40.0% 40% 30.0% 20.0% 13.6% 18.8% 30% 20% 10.0% 10% 0.0% 2014 2016 0% 2014 2016 Future Past Yes No 19
Maintenance & Construction In my experience, the condition of state highways in Wyoming has improved in the past two years. 64% of residents say that they agree, down from 65% in 2014 Disagree fell 3 percentage points from 2014 Neutral increased 4 percentage points No statistically significant differences 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 63.4% 64.6% 63.5% 25.2% 24.3% 20.4% 14.9% 11.5% 12.2% 2012 2014 2016 Disagree Neutral Agree 20
Maintenance & Construction New in 2016 "Wyoming's construction zones are properly identified and easy to navigate. 84% of residents say they agree with this statement 2016 8.2% 8.0% 83.8% 0% 20% 40% 60% 80% 100% Disagree Neutral Agree 21
Maintenance & Construction WYDOT does a good job of keeping litter and debris cleaned up along state highways and the interstates. 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 85.0% 81.1% 81% of residents say they agree with this statement, down from 85% in 2014 40.0% 30.0% Not statistically significant change 20.0% 10.0% 9.3% 11.1% 0.0% 5.7% 7.8% 2014 2016 Disagree Neutral Agree 22
Survey Results Overall Satisfaction Maintenance & Construction Road Weather Management Rest Areas WYDOT Communications Airports & Air Travel WYDOT Services
Road Weather Management Highways plowed promptly 100.0% 90.0% Plowing /sanding done thoroughly 100.0% 90.0% 80.0% 70.0% 75.1% 72.7% 73.3% 80.0% 70.0% 72.5% 70.8% 73.4% 67.8% 60.0% 60.0% 62.0% Disagree 50.0% Disagree Neutral 50.0% Neutral Agree 40.0% Agree 40.0% Male 30.0% 30.0% Female 20.0% 10.0% 13.0% 15.7% 11.9% 11.6% 15.1% 11.5% 20.0% 10.0% 13.9% 13.5% 14.6% 18.9% 13.3% 0.0% 0.0% 2012 2014 2016 2012 2014 2016 (No significant changes 2014-2016) 24
Survey Results Overall Satisfaction Maintenance & Construction Road Weather Management Rest Areas WYDOT Communications Airports & Air Travel WYDOT Services
100% Rest Areas In the PAST TWO YEARS, have you used any of the rest areas along the highways? 90% 80% 70% 60% 74.9% 81.0% 81.9% 50% 82% of residents say yes, they have used a rest areas in the past two years. 40% 30% No significant change from previous years 20% 10% 0% 2012 2014 2016 Yes No 26
Rest Areas Of those who have Overall, are you satisfied or dissatisfied with the cleanliness of Wyoming's highway rest areas? 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 93.7% 91.8% 94.6% 90.2% 92.5% 40.0% 93% of residents who have used a rest area in past two years say they are satisfied No significant change from previous years 30.0% 20.0% 10.0% 0.0% 3.2% 4.1% 4.1% 3.4% 2012 2014 2016 Dissatisfied Neutral Satisfied Male Female 27
Survey Results Overall Satisfaction Maintenance & Construction Road Weather Management Rest Areas WYDOT Communications Airports & Air Travel WYDOT Services
100.0% WYDOT Communication 90.0% 80.0% 85.8% 84.2% 83.1% Overall, are you satisfied or dissatisfied with how WYDOT communicates with the public? 70.0% 60.0% 50.0% 83% of residents say they are satisfied with how WYDOT communicates with the public. Not significantly different from previous years 40.0% 30.0% 20.0% 10.0% 0.0% 11.3% 12.0% 13.8% 2.9% 3.7% 3.1% 2012 2014 2016 Dissatisfied Neutral Satisfied 29
WYDOT Communication Which of the following resources have you used to obtain road and driving conditions within the past 2 years? WYDOT's website WYDOT's web-cams Highway advisory radio stations, such as 1610 AM 29.9% 72.4% 67.8% WYDOT's 511 phone APP 24.4% A Majority of residents utilize WYDOT s website (72%) and WYDOT s webcams (68%) WYDOT's 511 phone number 23.8% Only 12% of residents say they have not used a WYDOT resource for road and driving conditions WYDOT's 511 notify text requests None of the above 10.0% 12.1% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 30
Survey Results Overall Satisfaction Maintenance & Construction Road Weather Management Rest Areas WYDOT Communications Airports & Air Travel WYDOT Services
Airports & Air Travel in Wyoming 64% of Wyoming residents visited an airport for any reason in the past 2 years (63% in 2014) Of those, 78% express satisfaction with the overall facilities (80% in 2014) 4% expressed dissatisfaction with the overall facilities (5% in 2014) 32
Air Travel in Wyoming In the PAST TWO YEARS, about how many trips have you taken on commercial airlines where you began or ended your flight at an airport IN WYOMING? 100% 90% 80% 70% 60% 50% 22.3% 23.4% 24.7% 12.0% 12.4% 10.4% Two or more One 65% of Wyoming residents say they have not utilized commercial air service in Wyoming 40% 30% 65.8% 64.2% 64.8% None 20% 25% of residents say they have taken 2 or more trips in the last two years 10% 0% 2012 2014 2016 33
Air Travel in Wyoming Of those who have flown in the past two years Overall, are you satisfied or dissatisfied with Wyoming commercial air service? 80.0% 70.0% 60.0% 50.0% 40.0% 59.9% 60.8% 69.6% 70% of residents say they are satisfied (+9 points) 16% say they are dissatisfied (-10 points) 30.0% 20.0% 10.0% 29.6% 10.5% 25.7% 13.5% 16.4% 14.0% Statistically significant change and linear trend 0.0% 2012 2014 2016 Dissatisfied Neutral Satisfied 34
Air Travel in Wyoming Lack of choices or options 46.8% 61.4% For those who are dissatisfied 16.4%, or 59 respondents High cost 61.4% 64.5% For which of the following reasons were you dissatisfied? Unreliable service 43.0% 47.4% 61% say lack of choices or options 61% say high cost Baggage lost or damaged 8.8% 7.5% No statistically significant differences from 2014 Other responses mostly fall under Unreliable service (specific complaints of cancellations, delays, late, etc.) Other (please specify) 33.9% 26.9% 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 2016 2014 35
Survey Results Overall Satisfaction Maintenance & Construction Road Weather Management Rest Areas WYDOT Communications Airports & Air Travel WYDOT Services
Drivers License Offices Over two-thirds (67%) of Wyoming residents say they have conducted some sort of business at a drivers license office in Wyoming in the past two years. Of those Were you satisfied or dissatisfied with how promptly the staff handled things? 79% of residents who have visited an office in the last two years say they were satisfied with the promptness. 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 77.2% 78.0% 78.5% 17.5% 16.7% 14.9% 5.3% 5.4% 6.6% 2012 2014 2016 Dissatisfied Neutral, or Satisfied 37
Drivers License Offices Over two-thirds (67%) of Wyoming residents say they have conducted some sort of business at a drivers license office in Wyoming in the past two years. Of those Were you satisfied or dissatisfied with the courtesy of the staff there? 87% of residents who have visited an office in the last two years say they were satisfied with the courtesy of the staff. 100.0% 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 89.5% 89.6% 87.0% 7.4% 6.7% 8.5% 3.1% 4.5% 3.7% 2012 2014 2016 Dissatisfied Neutral Satisfied 38
Wyoming Highway Patrol I believe Highway Patrol personnel treat people with courtesy and respect. 90.0% 80.0% 70.0% 60.0% 76.8% 74.7% 77.3% 50.0% 77% of residents say they agree that WHP personnel treat people with courtesy and respect. 40.0% 30.0% 20.0% 19.9% 21.3% 19.2% Not a statistically significant increase from 2014. 10.0% 0.0% 3.4% 4.0% 3.5% 1 2 3 Disagree Neutral Agree 39
Wyoming Highway Patrol I believe Highway Patrol personnel respond to situations in an appropriate manner. 90.0% 80.0% 70.0% 60.0% 50.0% 74.4% 73.1% 79.3% 79% of residents say they agree that WHP personnel respond to situations in an appropriate manner. 40.0% 30.0% 20.0% 21.5% 23.0% 16.8% A statistically significant increase from 73% in 2014. 10.0% 0.0% 4.1% 4.0% 3.9% 2012 2014 2016 Disagree Neutral Agree 40
Wyoming Highway Patrol Overall, the Wyoming Highway Patrol meets the expectations I have for our highway patrol. 90.0% 80.0% 70.0% 60.0% 50.0% 83.9% 77.5% 82.5% 83% of residents say they agree that WHP meets their expectations. A statistically significant increase from 78% in 2014. 40.0% 30.0% 20.0% 10.0% 0.0% 17.7% 11.3% 13.1% 4.7% 4.8% 4.4% 2012 2014 2016 Disagree Neutral Agree 41
Wyoming Highway Patrol Differences based on contact with WHP (47% of residents) For previous statements, contact with WHP leads to: Decrease in neutral responses. Increase in disagreement with statements But, larger increase in agreement with statements Statistically significant differences Any Contact No Contact 6.5% 9.1% 3.0% 2.3% 5.3% 2.1% 16.3% I believe Highway Patrol personnel respond to situations in an appropriate manner. Any Contact 6.0% 10.8% 83.2% No Contact Any Contact No Contact Overall, the Wyoming Highway Patrol meets the expectations I have for our highway patrol. 21.6% 9.5% 26.8% 84.4% +4 points 80.7% +7 points 76.1% I believe Highway Patrol personnel treat people with courtesy and respect. 85.2% +14 points 71.0% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Disagree Neutral Agree 42
Wyoming Highway Patrol Are there any areas you can think of in which the highway patrol does not meet your expectations? (No areas in which they do not meet my expectations) They take too long to respond 1.2% 84.3% (Categories NOT presented to respondents) They have an "attitude" 4.0% Not enough of them on the road 84% of residents say there are no areas in which the WHP does not meet their expectations. Other (please specify) 9.3% 3.6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100% 43
Wyoming Highway Patrol Is there a specific area in which you would like to see enforcement increased in Wyoming? I'm going to read a list. For each, please tell me if you would like enforcement INCREASED from present levels. Over two-thirds (69%) would like to see increased distracted driving enforcement Over half (58%) would like to see increased DUI enforcement Distracted driving 68.7% Driving under the influence 58.0% Traffic violations by commercial vehicles 43.8% Speeding 35.5% Other (please specify) 8.4% (NONE) 17.0% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100% Stat. sig. difference observed (female>male) 44
Recommendations Recommendations for Future surveys
Recommendations Maintain answer scale structure for comparability Continue to increase cell-phone sub-sample Growing number of young, wireless-only households in Wyoming Maintain statewide sample frame 46
Questions? Wyoming Survey & Analysis Center (WYSAC) University of Wyoming Dept. 3925 1000 E. University Ave. Laramie, WY 82071 Brian Harnisch, harnisch@uwyo.edu Bistra Anatchkova, bistra@uwyo.edu