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Title:

"SO WE'RE A 7.0, BUT WHAT DOES THAT TELL ME?": COLLECTING AND ANALYZING MANAGERIALLY RELEVANT CUSTOMER DATA
Cover of "SO WE'RE A 7.0, BUT WHAT DOES THAT TELL ME?": COLLECTING AND ANALYZING MANAGERIALLY RELEVANT CUSTOMER DATA

Accession Number:

00960083

Record Type:

Component

Availability:

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Order URL: http://worldcat.org/issn/00978515

Abstract:

Despite heightened emphasis on customer input over the past decade, methods for gauging customer perceptions employed by state departments of transportation remain underdeveloped in comparison with market research techniques used across other sectors. Based on a review of current literature, practices across state departments of transportation, and the authors' own experience assessing methods for collecting and analyzing customer data for the Bureau of Highway Operations (BHO) at Wisconsin Department of Transportation, it is argued that many customer survey efforts fail to impact management simply because administrators are not sure specifically what--if anything--they can learn from customer data. While innovative methods offer substantial room for improved data quality, organizations must first carefully evaluate the cost and relative usefulness of data collection methods in light of the organization's priorities. This paper first describes the authors' review of customer data collection techniques identified as part of an effort to improve the value and relevance of customer data for BHO managers. Based on this experience, the authors then sketch a decision framework designed to guide the collection and analysis of useful information on customer priorities and attitudes. Finally, the authors identify and briefly describe a series of implementation steps designed to track the customer data collection and analysis from mapping needs to communicating results. These are as follows: (1) develop a needs matrix; (2) map collection strategy; (3) collect data; (4) analyze data; (5) develop communications strategy; and (6) evaluate needs and review collection strategy.

Supplemental Notes:

Distribution, posting, or copying of this PDF is strictly prohibited without written permission of the Transportation Research Board of the National Academy of Sciences. Unless otherwise indicated, all materials in this PDF are copyrighted by the National Academy of Sciences. Copyright © National Academy of Sciences. All rights reserved

Report/Paper Numbers:

E-C052,
MMC03-032
MMC03-029

Language:

English

Corporate Authors:

Transportation Research Board

500 Fifth Street, NW
Washington, DC 20001 United States

Authors:

Dull, M
Lebwohl, A S

Pagination:

p. 23-42

Publication Date:

2003-7

Serial:

Transportation Research Circular

Issue Number: E-C052
Publisher: Transportation Research Board
ISSN: 0097-8515

Conference:

10th AASHTO-TRB Maintenance Management Conference

Location: Duluth, Minnesota
Date: 2003-7-13 to 2003-7-17
Sponsors: Transportation Research Board; American Association of State Highway and Transportation Officials; and Federal Highway Administration.

Features:

Appendices (2) ; Figures (5) ; References (19) ; Tables (6)

Subject Areas:

Administration and Management; Highways; Maintenance and Preservation; I10: Economics and Administration; I60: Maintenance

Files:

TRIS, TRB

Created Date:

Jul 14 2003 12:00AM

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