Draft #1
Southeastern
Institute of
Research
Customer Satisfaction Study
Wave II
April 2008
Part of Pulsar
Advertising
Contract Team
Pulsar Advertising
1
Southeastern Institute of Research
Objectives &
Methodology
Pulsar Advertising
2
Southeastern Institute of Research
Objectives
• This research is designed to track and monitor the
perceptions and responses of Virginia residents in
regard to VDOT.
• Specific objectives include:
– Monitor residents’ expectations and perceptions of
VDOT on critical issues across all areas of Virginia
– Provide guidance for VDOT’s outreach
communications program across the state
– Monitor perceptions of VDOT across the state
– Monitor changes in perceptions over time
– Provide data on resident satisfaction with VDOT
that is reported regularly in the VDOT Dashboard
Pulsar Advertising
3
Southeastern Institute of Research
Methodology
• Random telephone survey conducted across Virginia
• Designed to track key measures of contact, familiarity,
satisfaction, and trust of VDOT
–
Survey includes “diagnostic” questions to understand the
nature of the contact
• Interviews conducted with 1,800 residents of the
Commonwealth
–
Sample of 200 in each of VDOT’s nine Districts
• Wave II Interviews were conducted January/February
2008
–
Wave I interviews were conducted in May 2007 – one year
after the previous wave of the Omnibus
• The next wave of this research is scheduled to be
conducted in June
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Southeastern Institute of Research
Methodology
• By design, each of VDOT’s nine Districts is equally
represented in the sample. In terms of population,
this causes some Districts to be over-represented and
some to be under-represented. This means that the
sample is not representative of Virginia’s population
distribution. To correct for this inaccuracy, the data
have been weighted.
• Weighting is a standard statistical procedure that
allows for the correction of distributions in the sample
drawn to approximate those of the population from
which it is drawn.
• In this report, weighted data are used for the “total”
sample. When results are reported for each District,
unweighted data are utilized.
• The weighting rationale is outlined on the following
slide.
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Southeastern Institute of Research
Methodology
Weighting Rational for 2007 and 2008 Samples
Actual
proportion of
Virginia
population
Designed
proportion of
sample
Weighted
proportion of
sample
Bristol
5%
11.1%
5%
Hampton Roads
23%
11.1%
23%
Richmond
15%
11.1%
15%
Northern
Virginia
26%
11.1%
26%
Lynchburg
5%
11.1%
5%
Salem
9%
11.1%
9%
Staunton
7%
11.1%
7%
Fredericksburg
5%
11.1%
5%
Culpeper
5%
11.1%
5%
District
Note: In order to make appropriate comparisons with 2006 data, the
“total” sample reported for 2006 has also been weighted.
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Southeastern Institute of Research
Methodology
• For some measures in this study, comparable data are
available from 2006. In those instances, the results
from the three waves of data are compared
statistically to determine if there is statistical
evidence that there is a difference over the three
years – and, thus, that the difference is not due to
chance.
• A red asterisk (*) is used to indicate that the
difference between 2008 and 2007 is statistically
significant.
• A red carrot (^) is used to indicate that the difference
between 2007 and 2006 is statistically significant.
• All significance testing is conducted using a 95% level
of confidence.
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Southeastern Institute of Research
Detailed
Findings
Pulsar Advertising
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Southeastern Institute of Research
Detailed Findings
Outline of Presentation
• Monitoring VDOT Performance
• Satisfaction with VDOT: Overall Measures of
Performance
• Satisfaction with VDOT: Functional Areas
• Contact with VDOT
• 511 Virginia
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Southeastern Institute of Research
Monitoring
VDOT
Performance
Pulsar Advertising
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Southeastern Institute of Research
Monitoring VDOT’s Progress
Awareness (Contact with VDOT)
In previous waves of the
Omnibus study, the
research measured
growth of awareness,
familiarity, favorability,
and trust of VDOT. The
2007 and 2008 studies –
reported in this
document – continue to
monitor VDOT’s
performance on these
key measures.
Familiarity
Favorability
(Satisfaction)
Trust
Pulsar Advertising
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Southeastern Institute of Research
Even Though a Slight Drop in the Level of Contact
Is Reported in this Wave, Most Residents of
Virginia Report that They Have Had Some Form of
Contact with VDOT Over the Past Year
Data weighted
to be
representative
of Virginia
population.
* 2008 differs
significantly
from 2007 at a
95% confidence
level
^ 2007 differs
significantly
from 2006 at a
95% confidence
level
100%
93%
96%^
2006
2007
90% *
80%
60%
40%
20%
0%
2008
Q15: Tell me, in which of the following ways have you come into contact with VDOT
during the past year?
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Southeastern Institute of Research
About Half of the Residents of Virginia Are
Familiar with VDOT and the Work It Does
Data weighted
to be
representative
of Virginia
population.
18% are not
familiar
with VDOT
and its
work.
"1"--Not Very
Familiar
6%
"2"
12%
"5"--Very
Familiar
15%
About half
(47%) say
that they
are familiar
with VDOT.
"4"
32%
"3"
35%
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
Pulsar Advertising
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Southeastern Institute of Research
Familiarity with VDOT Has Remained Stable
over the Past Few Years
2006
Data weighted
to be
representative
of Virginia
population.
2007
2008
100%
47% in 2006
46% in 2007
47% in 2008
80%
60%
40%
33%
20%
13%
6% 6% 6%
38%
35%
33%
30%32%
14% 16%15%
10%12%
0%
"1"--Not very
familiar
"2"
"3"
"4"
"5"--Very
familiar
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
Pulsar Advertising
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Southeastern Institute of Research
The Highest Level of Familiarity Is Posted
for Bristol, at 58%; The Lowest Level Is
Reported at 41% in Fredericksburg
Bristol
34%
Salem
34%
Hampton Roads
33%
Lynchburg
Northern Virginia
Staunton
Richmond
Culpeper
Fredericksburg
26%
24%
48%
15%
21%
47%
14%
36%
46%
10%
15%
33%
28%
54%
20%
32%
29%
58%
10%
13%
Rating
0%of "4" on 1-520%
scale
46%
44%
43%
41%
Rating
40% of "5" on 1-5
60%scale -- Very80%
familiar
100%
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
Pulsar Advertising
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Southeastern Institute of Research
Familiarity Has Not Changed Significantly
Across Any of the Districts
NOTE:
Percentages
indicate those
rating their
familiarity a
“4” or a “5.”
2006
Although familiarity may be
increasing in Bristol and
decreasing in Lynchburg.
100%
2007
2008
80%
58%
60%
45%
49%
54%
50%
46%
52%
49% 48%
56%
51%
47%
46%
43%
42%
50%
46%
43%
50%
Northern
Staunton
Richmond
44%
42%
40%
49%
45%
44%
44%
41%
43%
20%
0%
Bristol
Salem
Hampton Lynchburg
Roads
Culpeper
Fred'burg
Va.
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
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Southeastern Institute of Research
Nearly Half of Virginians Are
Satisfied with VDOT
"4"
35%
Data weighted
to be
representative
of Virginia
population.
44%
"5"--Very
Satisfied
9%
"1"--Not at all
satisfied
4%
"2"
12%
"3"
40%
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
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Southeastern Institute of Research
After Improving from 2006 to 2007,
Satisfaction with VDOT Has Remained
Steady Over the Past Year
Data weighted
to be
representative
of Virginia
population.
39% in 2006 vs. 47% in 2007
– a statistically significant
increase.
Satisfaction remained
constant from 2007 to 2008.
100%
80%
60%
42%
35%
40%
40%
37% 35%
29%
20%
12% 13% 12%
6%
10% 10% 9%
5% 4%
0%
"1"--Not at all
satisfied
"2"
"3"
2006
2007
"4"
"5"--Very
satisfied
2008
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
Pulsar Advertising
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Southeastern Institute of Research
Satisfaction Runs from a High of 66% in
Lynchburg to a Low of 33% in Hampton Roads
49%
Lynchburg
40%
Bristol
Salem
41%
Fredericksburg
42%
Richmond
Northern Virginia
Hampton Roads
54%
10%
13%
6%
37%
10%
32%
27%
59%
17%
44%
Staunton
59%
19%
42%
Culpeper
66%
17%
7%
6%
Rating
scale
0%of "4" on 1-520%
54%
48%
47%
39%
33%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very
80%
100%
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
Pulsar Advertising
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Southeastern Institute of Research
Satisfaction with VDOT Has Increased
Significantly in Fredericksburg; It Has
Decreased Significantly in Staunton
100%
NOTE:
Percentages
indicate those
rating their
overall
satisfaction a
“4” or a “5.”
* 2008 differs
significantly
from 2007 at a
95% confidence
level
^ 2007 differs
significantly
from 2006 at a
95% confidence
level
2006
2007
2008
80%
66% 66%
60%
57%
^
54% *
65%
59%
58%
53%
59%
55%
52%
46%
54%
49%
45%
48%
38%
36%
40%
*
46% 47%
40%
45%
^
39%
33%
^
36%
33%
27%
20%
0%
Lynchburg
Bristol
Salem
Staunton
Culpeper
Fred'burg
Richmond Northern
Va.
Hampton
Roads
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
Pulsar Advertising
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Southeastern Institute of Research
45% of Virginians Say That They Trust
VDOT to Do the “Right Thing” for the
People of Virginia
"4"
32%
Data weighted
to be
representative
of Virginia
population.
"3"
37%
45%
Rating of "5"
on 1-5 scale -Trust VDOT
very much
13%
Rating of "1"
on 1-5 scale -Do not trust
VDOT at all
6%
"2"
13%
Q5a: To what extent do you trust VDOT to do the right thing for the people of
Virginia in regard to managing the state’s road and highway system?
Pulsar Advertising
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Southeastern Institute of Research
Following an Increase in 2007, Trust in VDOT
Has Remained Stable over the Past Year
Data weighted
to be
representative
of Virginia
population.
Trust increased from 37% in
2006 to 44% in 2007 – a
statistically significant
increase.
Trust remained constant
from 2007 to 2008.
100%
80%
60%
35%37%37%
40%
32%32%
23%
20%
11%
16%
14% 12%13%
13%13%
6% 6%
0%
"1"--Do not
trust at all
"2"
"3"
2006
2007
"4"
"5"--Trust very
much
2008
Q5a: To what extent do you trust VDOT to do the right thing for the people of
Virginia in regard to managing the state’s road and highway system?
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Southeastern Institute of Research
Satisfaction Plays an Important
Role in the Development of Trust
“Satisfied”
rated their
overall
satisfaction
with VDOT “4”
or “5” on a 15 scale. “Not
Satisfied”
rated it “1,”
“2,” or “3.”
83% of those who are satisfied with VDOT overall also trust VDOT.
In contrast, only 14% of those who are not satisfied trust VDOT.
Satisfied
55%
Rating of "4" on 1-5 scale
This is
consistent
with 2007
when 80% of
those satisfied
also trusted
VDOT vs. only
13% of those
not satisfied.
Not Satisfied
13%
0%
83%
28%
Rating of "5" on 1-5 scale -- Trust very much
14%
20%
40%
60%
80%
100%
Q5a: To what extent do you trust VDOT to do the right thing for the people of
Virginia in regard to managing the state’s road and highway system?
Pulsar Advertising
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Southeastern Institute of Research
Trust Is Highest in Lynchburg (64%) and
Lowest in Hampton Roads (34%)
38%
Lynchburg
Salem
Bristol
26%
33%
54%
21%
30%
64%
53%
23%
Culpeper
35%
16%
51%
Staunton
36%
15%
51%
Richmond
35%
13%
Fredericksburg
33%
11%
Northern Virginia
34%
8%
Hampton Roads
25%
Rating of0%"4" on 1-5 scale
20%
9%
48%
44%
42%
34%
Rating
of "5" on 1-560%
scale -- Trust very
40%
80% much
100%
Q5a: To what extent do you trust VDOT to do the right thing for the people of
Virginia in regard to managing the state’s road and highway system?
Pulsar Advertising
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Southeastern Institute of Research
No Significant Improvements in
Trust Are Posted for Any of the
Districts over the Past Year
2006
NOTE:
Percentages
indicate those
rating their
trust a “4” or
a “5.”
2007
100%
80%
60%
64%
62%
57%
^
55% 54%
^
60%
53%
50%
^
56%
51%
44%
41%
51%
46%
38%
40%
^ 2007 differs
significantly
from 2006 at a
95% confidence
level
2008
48%
41%43%
44%
^
42% 42%
36%
29%
30%
36%34%
31%
Northern
Hampton
Va.
Roads
20%
0%
Lynchburg
Salem
Bristol
Staunton
Culpeper
Richmond Fred'burg
Q5a: To what extent do you trust VDOT to do the right thing for the people of
Virginia in regard to managing the state’s road and highway system?
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Southeastern Institute of Research
Monitoring VDOT’s Progress
Awareness (Contact with VDOT)
90%*
Familiarity
47%
* Indicates a
statistically
significant
decrease since
2007, at a 95%
confidence level
Favorability
(Satisfaction)
44%
Trust
45%
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Southeastern Institute of Research
Conclusion & Implication
Conclusion: While a decrease in contact with VDOT is
posted in this wave of research, overall contact with
VDOT remains high. About 9 out of 10 Virginia
residents have had some form of contact with VDOT
over the past year. Levels of familiarity, satisfaction
and trust have not changed significantly this wave –
although a few significant changes are posted for
certain individual Districts.
Implication: Through its far-reaching presence, VDOT
continues to have considerable potential to influence
perceptions of the organization. Continue to work to
grow satisfaction and trust by taking advantage of
every form of contact between VDOT and Virginia
residents. Since overall levels of satisfaction and trust
have not been declining in recent waves of the study,
take advantage of this “positive” environment to grow
overall imagery of VDOT.
Pulsar Advertising
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Southeastern Institute of Research
Satisfaction
with VDOT:
Overall
Measures of
Performance
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Southeastern Institute of Research
VDOT’s Most Favorable Satisfaction Ratings – Tier 1 –
Tend to be for Physical and Material Components of the
Roadways Rather than for Planning and Management
39%
Rest areas and welcome centers
43%
Cleanliness of highways and roadways
Data weighted
to be
representative
of Virginia
population.
17%
37%
Signs and pavement markings
59%
17%
34%
Safety of Virginia's roads and highways
46%
16%
Traffic management/incident response
32%
13%
45%
Quality of ride
33%
12%
45%
Maintenance and construction of bridges
Responsive to needs/preferences of citizens
Maintenance and construction of roadways
29%
22%
20%
12%
10% 32%
7%
27%
Planning for future needs
18%
8% 26%
Management of public funds
19%
7% 26%
Rating of "4" on 1-5 scale
0%
58%
Tier 1:
Highest
satifactaion
ratings
50%
16%
30%
Communicating
60%
22%
41%
Appearance of roadside
67%
28%
41%
Tier 2:
Moderate
satisfaction
ratings
Tier 3:
Lowest
satisfaction
ratings
Rating
1-5 scale60%
-- Very satisfied
20% of "5" on
40%
80%
Q4: How satisfied are you with VDOT in regard to:
Pulsar Advertising
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Southeastern Institute of Research
100%
Satisfaction with Rest Areas and
Welcome Centers Has Increased
Significantly Since Last Year
Tier 1:
Highest
satifactaion
ratings
Data weighted
to be
representative
of Virginia
population.
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2007
2008
100%
80%
63%
67%
*
63%
62% 59%
60%
60%
61%
58%
52% 50%
40%
20%
0%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
Rest areas/welcome
centers
Cleanliness of
highways and
Signs and pavement
markings
Appearance of
roadside
Safety of Virginia's
roads and highways
roadways
Q4: How satisfied are you with VDOT in regard to:
Pulsar Advertising
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Southeastern Institute of Research
Tier 2:
Moderate
satisfaction
ratings
Data weighted
to be
representative
of Virginia
population.
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
Satisfaction Levels of These Tier 2
Attributes Have Not Changed
Since the Last Wave
2006
2007
2008
100%
80%
60%
44% 44% 46%
46% 44%
45%
45% 45%
44%
41%
40%
20%
NA
0%
Communicating
Traffic
management/incident
Quality of ride
NA
Maintenance and
construction of bridges
response
Q4: How satisfied are you with VDOT in regard to:
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Southeastern Institute of Research
Tier 3:
Lowest
satisfaction
ratings
Data weighted
to be
representative
of Virginia
population.
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
No Significant Changes Are
Posted for Tier 3 Attributes
2006
2007
2008
100%
80%
60%
40%
32% 34% 32%
27% 28%
30% 28%
26%
27%
25% 24%
26%
20%
0%
Responsive to needs/prefs
Maintenance and
of citizens
construction of roadways
Planning for future needs
Management of public
funds
Q4: How satisfied are you with VDOT in regard to:
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Southeastern Institute of Research
Rest Areas and Welcome Centers
Rest Areas and Welcome Centers Earn Higher Levels
of Satisfaction in Bristol, Lynchburg,
Fredericksburg, Hampton Roads and Richmond
Bristol
37%
38%
Lynchburg
38%
36%
Fredericksburg
Hampton Roads
Richmond
Salem
Northern Virginia
43%
75%
74%
72%
29%
39%
71%
32%
45%
70%
25%
35%
63%
28%
39%
24%
63%
Culpeper
37%
25%
62%
Staunton
38%
24%
62%
Rating0%of "4" on 1-520%
scale
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very
80%
100%
Q4h: How satisfied are you with VDOT in regard to the rest areas and welcome
centers along the roads and highways in Virginia?
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Southeastern Institute of Research
Rest Areas and Welcome Centers
Improvement for the Statewide Rating of Rest Areas and
Welcome Centers Is Driven by Significant Improvements
among Residents in Fredericksburg and Hampton Roads
2007
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2008
100%
80%
73%75%
74%
69%
72%
*
58%
60%
71% *
70%
67%
60%
63%
61%63%
60%62%
Northern
Culpeper
55%
68%
62%
40%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
20%
0%
Bristol
Lynchburg Fred'burg
Hampton
Roads
Richmond
Salem
Staunton
Virginia
Q4h: How satisfied are you with VDOT in regard to the rest areas and welcome
centers along the roads and highways in Virginia?
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Southeastern Institute of Research
Cleanliness of the Highways and Roadways
Residents of Salem Post the Highest Levels of Satisfaction
with Cleanliness of Highways and Roadways, Followed
Closely by Staunton and Northern Virginia
40%
Salem
67%
27%
Staunton
47%
17%
64%
Northern Virginia
48%
16%
64%
Hampton Roads
43%
Lynchburg
40%
Fredericksburg
Richmond
18%
43%
Culpeper
Bristol
17%
58%
15%
29%
10%
41%
11%
Rating
scale
0%of "4" on 1-520%
58%
57%
28%
44%
60%
54%
52%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very80%
100%
Q4j: How satisfied are you with VDOT in regard to overall cleanliness of highways
and roadways in Virginia?
Pulsar Advertising
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Southeastern Institute of Research
Cleanliness of the Highways and Roadways
Satisfaction with Rest Areas Has Decreased in
Staunton over the Past Year
2007
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2008
100%
80%
There is a slight, but not
significant, increase in
Fredericksburg.
75%
73%
64%*
67%
67%
64%
60%
58% 60%
59% 58%
61%
58%
57% 57%
54%
47%
59%
52%
40%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
20%
0%
Salem
Staunton
Northern
Virginia
Hampton Lynchburg
Culpeper
Bristol
Fred'burg
Richmond
Roads
Q4j: How satisfied are you with VDOT in regard to overall cleanliness of highways
and roadways in Virginia?
Pulsar Advertising
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Southeastern Institute of Research
Signs and Pavement Markings
Residents of Staunton, Lynchburg, and Salem Are
Most Satisfied with Signs and Pavement Markings;
Residents of Hampton Roads Are Least Satisfied
48%
Staunton
Lynchburg
41%
30%
Salem
41%
29%
Bristol
34%
Culpeper
Hampton Roads
68%
20%
Rating0%
of "4" on 1-5 scale
64%
59%
19%
38%
24%
67%
18%
40%
Northern Virginia
70%
28%
46%
Fredericksburg
71%
34%
39%
Richmond
73%
25%
16%
25%
54%
49%
40% of "5" on 1-5
60%
Rating
scale -- Very80%
satisfied
100%
Q4l: How satisfied are you with VDOT in regard to the signs and pavement markings
on Virginia’s roads and highways?
Pulsar Advertising
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Southeastern Institute of Research
Signs and Pavement Markings
Satisfaction with Signs and Pavement Markings Has
Remained Stable Over the Past Year in All Districts
2007
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2008
100%
80%
77%
73%
73%71%
70%
65%
70%68%
67%67%
60%
70%
64%
59%
55%
56%54%
56%
49%
40%
20%
0%
Staunton Lynchburg
Salem
Bristol
Culpeper
Richmond Fred'burg
Northern
Hampton
Virginia
Roads
Q4l: How satisfied are you with VDOT in regard to the signs and pavement markings
on Virginia’s roads and highways?
Pulsar Advertising
38
Southeastern Institute of Research
Roadside Appearance
Residents of Staunton and Salem Tend to Be Most
Satisfied with Roadside Appearance
50%
Staunton
Salem
38%
Culpeper
43%
Lynchburg
42%
Bristol
Northern Virginia
65%
27%
60%
17%
59%
17%
32%
58%
26%
43%
15%
58%
Hampton Roads
40%
17%
57%
Richmond
41%
16%
57%
Fredericksburg
41%
20%
Rating0%
of "4" on 1-5 scale
68%
18%
11%
52%
40% of "5" on 1-5
60%
Rating
scale -- Very80%
satisfied
100%
Q4k: How satisfied are you with VDOT in regard to the appearance of the roadside
along roads and highways in Virginia?
Pulsar Advertising
39
Southeastern Institute of Research
Roadside Appearance
Satisfaction with Roadside Appearance Has
Remained Stable Over the Past Year in All Districts
2007
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2008
100%
80%
74%
68%
65%
61%
60%
58%60%
60% 59%
61%
58%
65%
58%
60%
57%
58% 57%
47%
52%
40%
20%
0%
Staunton
Salem
Culpeper
Lynchburg
Bristol
Northern
Hampton
Virginia
Roads
Richmond Fred'burg
Q4k: How satisfied are you with VDOT in regard to the appearance of the roadside
along roads and highways in Virginia?
Pulsar Advertising
40
Southeastern Institute of Research
Safety of the Roads and Highways
Residents of Lynchburg and Bristol Post the
Most Favorable Satisfaction Scores for Safety
43%
Lynchburg
40%
Bristol
Salem
34%
55%
21%
38%
17%
Richmond
39%
15%
Staunton
39%
14%
Fredericksburg
39%
Northern Virginia
28%
61%
21%
Culpeper
Hampton Roads
63%
20%
12%
17%
31%
13%
0%of "4" on 1-520%
Rating
scale
55%
54%
53%
51%
45%
44%
40% of "5" on 1-5
60%scale -- Very
80%
Rating
satisfied
100%
Q4m: How satisfied are you with VDOT in regard to the safety of Virginia’s roads
and highways?
Pulsar Advertising
41
Southeastern Institute of Research
Safety of the Roads and Highways
Satisfaction with Road and Highway Safety
Has Decreased in Staunton and Northern
Virginia and Increased in Fredericksburg
2007
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2008
100%
80%
65%63%
60%
67%
59%61%
55% 55%
57% 55%
53% 54%
53%
*
*
55%
51%
41%
45%
42%
44%
40%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
*
20%
0%
Lynchburg
Bristol
Salem
Culpeper
Richmond
Staunton
Fred'burg
Hampton
Northern
Roads
Virginia
Q4m: How satisfied are you with VDOT in regard to the safety of Virginia’s roads
and highways?
Pulsar Advertising
42
Southeastern Institute of Research
Communications
The Highest Levels of Satisfaction with
Communications Are Posted for Lynchburg and
Salem; The Lowest Are Hampton Roads and Culpeper
Lynchburg
Salem
Bristol
31%
27%
29%
17%
Fredericksburg
33%
14%
Northern Virginia
33%
13%
Culpeper
30%
27%
30%
Rating0%of "4" on 1-5 20%
scale
51%
22%
32%
Hampton Roads
54%
27%
Staunton
Richmond
57%
26%
15%
14%
10%
49%
47%
46%
45%
41%
40%
40% of "5" on 1-5
60%
Rating
scale -- Very80%
satisfied
100%
Q4f: How satisfied are you with VDOT in regard to communicating to you, that is –
keeping you informed about transportation changes that impact you?
Pulsar Advertising
43
Southeastern Institute of Research
Communications
Satisfaction with VDOT Communications
Has Not Changed Significantly in Any of
The Districts Since Last Year
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
100%
57%
52% 51%
53%
52% 54% 50%51%51%
49% 49%
44%
40%
^ 2007 differs
significantly
from 2006 at a
95% confidence
level
2008
But, notice that satisfaction in
Northern Virginia has bounced
back this wave after a slight
drop last wave.
80%
60%
2007
47%
46%
40%
38%
41%
37%
Fred'burg
Northern
46%
47% 45%
51%
43%
39% 41%
^
41%
40%
20%
0%
Lynchburg
Salem
Bristol
Staunton
Virginia
Richmond Hampton
Culpeper
Roads
Q4f: How satisfied are you with VDOT in regard to: Communicating to you, that is –
keeping you informed about transportation changes that impact you?
Pulsar Advertising
44
Southeastern Institute of Research
Traffic Management and Incident Response
VDOT’s Highest Level of Satisfaction with Traffic
Management and Incident Response Is Posted for Salem;
The Lowest Level Is in Northern Virginia
39%
Salem
Lynchburg
Bristol
35%
37%
Culpeper
37%
Hampton Roads
32%
Richmond
32%
Fredericksburg
Northern Virginia
57%
26%
54%
17%
48%
11%
14%
12%
30%
27%
59%
24%
31%
Staunton
64%
25%
9%
46%
44%
39%
5% 32%
Rating
0% of "4" on20%
1-5 scale
Rating
40% of "5" on 60%
1-5 scale -- Very
80%
satisfied
100%
Q4c: How satisfied are you with VDOT in regard to traffic management and incident
response, including such things as signal timing, placement of road signs and
clearing accidents and roadway obstructions?
Pulsar Advertising
45
Southeastern Institute of Research
Traffic Management and Incident Response
There Have Been No Significant Changes in any
Districts over the Past Couple of Years in Regard to
Satisfaction with Incident Response
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
100%
80%
2008
There has been a slight, but not significant, drop in satisfaction in
Bristol since the last wave of research. Hampton Roads has increased
slightly, but not significantly.
65%
60%
2007
66%
65%
64%
63%
59%
58% 59%
57% 55%
54% 54%
48%
43%
40%
40%
46%
42%
38%
49%
47%
44%
41% 39%
37%
35%
32%
32%
20%
0%
Salem
Lynchburg
Bristol
Staunton
Culpeper
Hampton
Richmond Fred'burg
Northern
Roads
Virginia
Q4c: How satisfied are you with VDOT in regard to: Traffic management and
incident response, including such things as signal timing, placement of road signs
and clearing accidents and roadway obstructions?
Pulsar Advertising
46
Southeastern Institute of Research
Quality of the Ride
The Highest Levels of Satisfaction with Quality
of the Ride Are Posted for Salem and
Lynchburg; The Lowest Is in Hampton Roads
39%
Salem
25%
41%
Lynchburg
Staunton
17%
36%
Culpeper
42%
15%
10%
Northern Virginia
33%
9%
42%
6%
41%
Hampton Roads
25%
7%
57%
43%
33%
35%
60%
58%
22%
Richmond
Fredericksburg
64%
23%
43%
Bristol
64%
32%
0% of "4" on 1-5
20%
Rating
scale
40% of "5" on 1-5
60%scale -- Very80%
Rating
satisfied
100%
Q4g: How satisfied are you with VDOT in regard to overall quality of the ride
experienced on the roads and highways of Virginia?
Pulsar Advertising
47
Southeastern Institute of Research
Quality of the Ride
Levels of Satisfaction with Quality of the
Ride on Virginia Highways and Roads Is
Comparable to Last Year In All Districts
2007
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2008
100%
80%
60%
64%
58%
64%
60%
67%
60%
61%
58%
57%
52%
43%
39%
40%
43% 42%
41%
33%
34% 32%
20%
0%
Salem
Lynchburg
Staunton
Bristol
Culpeper
Richmond Northern
Fred'burg
Virginia
Hampton
Roads
Q4g: How satisfied are you with VDOT in regard to overall quality of the ride
experienced on the roads and highways of Virginia?
Pulsar Advertising
48
Southeastern Institute of Research
Maintenance and Construction of Bridges
The Highest Level of Satisfaction with Bridges Is
Reported for Lynchburg, In Contrast to Hampton
Roads which Has the Lowest Satisfaction Level
33%
Lynchburg
35%
Staunton
Bristol
Salem
31%
47%
16%
25%
46%
21%
35%
11%
Northern Virginia
35%
8%
Richmond
29%
11%
Culpeper
29%
10%
20%
49%
14%
Fredericksburg
Hampton Roads
55%
22%
11%
Rating0%of "4" on 1-5 20%
scale
46%
43%
40%
39%
31%
40% of "5" on 1-5
60%scale -- Very80%
Rating
satisfied
100%
Q4i: How satisfied are you with VDOT in regard to maintenance and construction of
bridges in Virginia?
Pulsar Advertising
49
Southeastern Institute of Research
Maintenance and Construction of Bridges
Satisfaction with Bridge Maintenance and
Construction Has Decreased in Several Districts,
Although It Has Increased in Fredericksburg
2007
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
100%
Note the decreases in Staunton and Salem are statistically significant;
and, the increase in Fredericksburg is statistically significant.
80%
60%
60%
55%
61%
49% *
55%
47%
56%
46% *
40%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
2008
46% *
43%43%
41%40%
46%
39%
32% 31%
30%
20%
0%
Lynchburg
Staunton
Bristol
Salem
Fred'burg
Northern
Virginia
Richmond
Culpeper
Hampton
Roads
Q4i: How satisfied are you with VDOT in regard to maintenance and construction of
bridges in Virginia?
Pulsar Advertising
50
Southeastern Institute of Research
Responsiveness to Citizens’ Needs
Lynchburg Residents Are More Likely than Residents in
Other Districts to Be Satisfied with VDOT’s
Responsiveness to their Needs and Preferences
32%
Lynchburg
Bristol
26%
Staunton
Richmond
29%
Northern Virginia
Hampton Roads
14%
33%
6%
22%
7%
7%
37%
8%
9%
26%
Fredericksburg
43%
17%
24%
44%
12%
26%
Culpeper
45%
19%
32%
Salem
53%
21%
32%
29%
21%
0% of "4" on 1-5
20%scale
Rating
40% of "5" on 60%
80%
Rating
1-5 scale -- Very
satisfied
100%
Q4e: How satisfied are you with VDOT in regard to being responsive to the needs
and preferences of the citizens of Virginia?
Pulsar Advertising
51
Southeastern Institute of Research
Responsiveness to Citizens’ Needs
Satisfaction with VDOT’s Responsiveness Has
Increased Significantly in Fredericksburg and
Decreased Significantly in Bristol
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2008
100%
The drop in satisfaction in Richmond
reported in 2007 continues into 2008.
80%
60%
52%
53%
45%
58%
50%
45%*
40%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
^ 2007 differs
significantly
from 2007 at a
95% confidence
level
2007
48%^
44% 43%
44%
39%
38%
45%
35% 37%
33%
33%^33%
29%
32%*
21%
20%
27% 29% 28% 29%
24%
21%
0%
Lynchburg
Bristol
Staunton
Salem
Culpeper
Richmond Fred'burg
Northern
Hampton
Virginia
Roads
Q4e: How satisfied are you with VDOT in regard to: Being responsive to the needs
and preferences of the citizens of Virginia?
Pulsar Advertising
52
Southeastern Institute of Research
Maintenance and Construction of the Roadways & Highways
Satisfaction with Maintenance and Construction of
Roadways and Highways Is Fairly Low in All
Districts, Especially Hampton Roads
25%
Bristol
Salem
22%
Staunton
39%
14%
38%
16%
29%
36%
7%
35%
Lynchburg
24%
Culpeper
24%
7%
Northern Virginia
24%
6% 30%
Fredericksburg
Richmond
Hampton Roads
11%
6% 26%
20%
16%
11%
31%
6%
22%
4% 15%
Rating
0% of "4" on 1-5
20%
scale
Rating
40% of "5" on 1-5
60%scale -- Very
80%
satisfied
100%
Q4b: How satisfied are you with VDOT in regard to maintenance and construction of
the roadways and highways across Virginia, including ensuring quality design and
completion of projects on time and on budget?
Pulsar Advertising
53
Southeastern Institute of Research
Maintenance and Construction of the Roadways & Highways
No Significant Changes Are Posted This Wave for
Any of the Districts in Regard to Maintenance and
Construction of Roadways and Highways
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2008
100%
The drop in satisfaction in Lynchburg
reported in 2007 continues into 2008.
80%
60%
40%
^ 2007 differs
significantly
from 2006 at a
95% confidence
level
2007
52%
41%
39% 40% 38%
35%
34%
43%
34% 36%
40%
^
35%
37%
31%
25%
^
20%
31%30%
25%
26%
21%
18%
26%
25%
22%
16%
14% 15%
0%
Bristol
Salem
Staunton
Lynchburg
Culpeper
Northern
Virginia
Fred'burg
Richmond
Hampton
Roads
Q4b: How satisfied are you with VDOT in regard to: Maintenance and construction
of the roadways and highways across Virginia, including ensuring quality design and
completion of projects on time and on budget?
Pulsar Advertising
54
Southeastern Institute of Research
Planning for Future Needs
Highest Levels of Satisfaction for VDOT
for Working with Communities to Plan for the Future
Are Posted for the More Rural, Less Densely Populated
Areas: Lynchburg and Bristol
32%
Lynchburg
Bristol
13%
27%
15%
Salem
21%
12%
Staunton
22%
10%
Culpeper
Richmond
Fredericksburg
Northern Virginia
Hampton Roads
24%
18%
9%
21%
17%
11%
6%
45%
42%
33%
32%
30%
27%
4% 25%
5% 22%
6% 17%
Rating0%
of "4" on 1-5 20%
scale
Rating
40% of "5" on 1-5
60%
scale -- Very80%
satisfied
100%
Q4a: How satisfied are you with VDOT in regard to working with communities,
stakeholders and businesses to plan for Virginia’s future transportation needs?
Pulsar Advertising
55
Southeastern Institute of Research
Planning for Future Needs
No Significant Changes Are Posted from
2007 to 2008 for Any of the Districts in
Regard to “Planning for Future Needs”
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2008
100%
The drop in satisfaction in Staunton
reported in 2007 continues into 2008.
80%
60%
40%
^ 2007 differs
significantly
from 2006 at a
95% confidence
level
2007
45% 45%
40%
45%
42% 42%
41%
36%
33%
45%
^
35%
32%
20%
34%
29%30% 28% 27%
27%
25% 25%
19%
27% 24%
25%
24%
22%
17%
Culpeper
Northern
Hampton
Virginia
Roads
0%
Lynchburg
Bristol
Salem
Staunton
Richmond Fred'burg
Q4a: How satisfied are you with VDOT in regard to: Working with communities,
stakeholders, and businesses to plan for Virginia’s future transportation needs?
Pulsar Advertising
56
Southeastern Institute of Research
Management of Public Funds
The Highest Levels of Satisfaction with VDOT’s
Management of Public Funds Are Posted for Bristol,
Lynchburg, Salem, and Staunton; Satisfaction Is Lowest
in Hampton Roads
Bristol
27%
15%
Lynchburg
28%
12%
Salem
20%
Staunton
Richmond
19%
Northern Virginia
19%
Culpeper
Fredericksburg
Hampton Roads
17%
20%
12%
40%
34%
14%
26%
42%
33%
7%
27%
8%
5% 24%
6%
23%
3% 23%
6% 18%
Rating 0%
of "4" on 1-5 scale
20%
Rating
40% of "5" on 1-5
60%
scale -- Very80%
satisfied
100%
Q4d: How satisfied are you with VDOT in regard to management of public funds in
regard to the road and highway system in Virginia?
Pulsar Advertising
57
Southeastern Institute of Research
Management of Public Funds
Satisfaction with Management of Public Funds Has
Remained Fairly Stable Since the Last Wave of this
Research with the Exception of Fredericksburg Which
Posts a Statistically Significant Improvement
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2008
100%
80%
60%
40%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
2007
42%
38%41%
40%
38%
36%
35% 34%
31%
35%
33%
29%
20%
27%
26%
24%
24%
20%
19%
29%
28%
23%
23%*
15%
14%
19%18%
18%
0%
Bristol
Lynchburg
Salem
Staunton
Richmond Northern
Virginia
Culpeper
Fred'burg
Hampton
Roads
Q4d: How satisfied are you with VDOT in regard to: Management of public funds in
regard to the road and highway system in Virginia?
Pulsar Advertising
58
Southeastern Institute of Research
Conclusion & Implication
Conclusion: VDOT continues to perform most favorably
on measures of physical attributes and conditions of the
roadways. In fact, the only significant improvement
posted statewide among the overall measures is for one
of these “physical” attributes: satisfaction with rest areas
and welcome centers. But, no statewide losses are
posted this wave on any of the overall measures.
Implication: Take advantage of the current generally
stable environment – that is, no overall decreases in
satisfaction – to improve VDOT’s performance on
measures that do not monitor physical attributes and
road conditions. Recognize that these attributes – such
as those related to planning, responsiveness and
management of public funds – are often as much a
function of perceptions as actual experience. These
perceptions can be improved through communications.
Use communications to transform this period of stability
into one of growth.
Pulsar Advertising
59
Southeastern Institute of Research
Conclusion & Implication
Conclusion: Satisfaction ratings for VDOT continue to
vary across Districts. Some differences – sometimes
positive, sometimes negative – are posted for individual
Districts. For example, satisfaction with VDOT
communications in Northern Virginia has bounced back
this wave after falling slightly in 2007. But, satisfaction
with communication continues to be down in Culpeper.
Satisfaction with construction and maintenance of bridges
is down this wave in Staunton and Salem, but it is up in
Fredericksburg.
Implication: There will be changes in satisfaction scores
from wave to wave. The value of this tracking study is
that it will allow us to monitor changes over time so that
a change that is reported in only one wave may not be as
meaningful as a change – either positive or negative –
that continues for several waves. Examine the data for
each wave carefully and try to understand changes posted
for one wave within the context of that District. But, do
not assume that a change reported in only one wave is
indicative of either “problems” or “successes.”
Pulsar Advertising
60
Southeastern Institute of Research
Satisfaction
With VDOT:
Functional Areas
Pulsar Advertising
61
Southeastern Institute of Research
Communications
In Regard to Communications, VDOT Is
Rated Most Favorably for Accuracy and
Least Favorably for Amount of Information
Data weighted
to be
representative
of Virginia
population.
Accuracy of
information
Usefulness of
information
Timeliness of
information
Ease of obtaining
information
Amount of information
35%
13%
32%
12%
25%
21%
46%
14%
29%
14%
9%
Rating of0%
"4" on 1-5 scale
20%
48%
41%
39%
30%
Rating
of "5" on 1-5
scale -- Very80%
satisfied
40%
60%
100%
Q7: Next, let’s think about some specific aspects of VDOT communications and the
information provided by VDOT. Again, please tell me how satisfied you are with
VDOT in regard to:
Pulsar Advertising
62
Southeastern Institute of Research
Communications
Satisfaction with Usefulness of Information Has
Increased Significantly Since Last Wave
2007
Data weighted
to be
representative
of Virginia
population.
2008
100%
80%
60%
46% 48%
42%
46% *
39% 41%
40%
36% 39%
30% 30%
20%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
0%
Accuracy of
information
Usefulness of
information
Timeliness of
information
Ease of
obtaining
information
Amount of
information
Q7: Next, let’s think about some specific aspects of VDOT communications and the
information provided by VDOT. Again, please tell me how satisfied you are with
VDOT in regard to:
Pulsar Advertising
63
Southeastern Institute of Research
Slightly More than a Third Say They Have
Received Sufficient Information from VDOT
4%
More information than needed
Data weighted
to be
representative
of Virginia
population.
39%
14%
All of information needed
21%
Most of information needed
15%
Some of information needed
7%
Less information than needed
68% of those not satisfied with the
amount of information they have
received from VDOT have not
received enough information to
meet their needs.
4%
Somewhat less information than needed
2%
Much less information than needed
11%
Very little
18%
Received no information
2%
Don't know
0%
20%
40%
60%
80%
100%
Q15a: Think about the amount of information you have received from VDOT about
transportation, planning, construction, and traffic related issues. Would you say
that you have received:
Pulsar Advertising
64
Southeastern Institute of Research
Maintenance
Residents Are Equally Likely to Be Satisfied with
VDOT’s Regular Maintenance of the Roadways and
Its Response to Unexpected Maintenance Needs
Data weighted
to be
representative
of Virginia
population.
VDOT's regular
maintenance of
roadways and
highways
VDOT's ability to meet
unexpected
maintenance needs
31%
10%
29%
11%
Rating of
0%"4" on 1-5 scale
20%
41%
40%
Rating
satisfied
40%of "5" on 1-5
60%scale -- Very
80%
100%
Q8: Overall, how satisfied are you with:
Pulsar Advertising
65
Southeastern Institute of Research
Maintenance
While Satisfaction with “Regular” Maintenance Has
Remained Stable Since the Last Wave of the Study,
Satisfaction with Meeting Unexpected Maintenance
Needs Has Increased Significantly
Data weighted
to be
representative
of Virginia
population.
Note: Wording for these questions changed
slightly in 2008. Thus, differences between
2007 and 2008 may be due to changes in
the questionnaire rather than actual
changes in ratings.
100%
80%
60%
42%
41%
36%
40%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
40% *
20%
0%
VDOT's regular maintenance of
roadways and highways
2007
VDOT's ability to meet unexpected
maintenance needs
2008
Q8: Overall, how satisfied are you with:
Pulsar Advertising
66
Southeastern Institute of Research
Quality of the Ride
On Measures of the Quality of the Ride, the Highest Level
of Satisfaction Is Posted for “Smoothness of Ride”
But, Other Measures of Quality of Ride Have Lower Levels of Satisfaction
Data weighted
to be
representative
of Virginia
population.
Smoothness of ride
37%
12%
Day-to-day flow of traffic
26%
9%
35%
Management of projects to minimize traffic
delays and disruptions
27%
8%
35%
Management of traffic congestion
22%
8%
49%
30%
Rating of "4" on 1-5 scale 0% Rating20%
of "5" on40%
1-5 scale60%
-- Very satisfied
80%
100%
Q9: Now, think about the quality of the ride experienced on Virginia roads and
highways. How satisfied are you with:
Pulsar Advertising
67
Southeastern Institute of Research
Quality of the Ride
Satisfaction with Day-to-Day Flow of
Traffic Has Increased Significantly Since
the Last Wave of Research
2007
Data weighted
to be
representative
of Virginia
population.
2008
100%
80%
60%
49% 49%
31% 35% *
40%
33% 35%
30% 30%
20%
0%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
Smoothness of ride Day-to-day flow of
traffic
Management of
projects to
minimize traffic
delays and
disruptions
Management of
traffic congestion
Q9: Now, think about the quality of the ride experienced on Virginia roads and
highways. How satisfied are you with:
Pulsar Advertising
68
Southeastern Institute of Research
Emergency Response
The Highest Levels of Satisfaction with VDOT in Regard to Emergency
Response Are Posted for Being Prepared for Inclement Weather and
Snow Removal; Satisfaction Is Somewhat Lower for Management of
Traffic during Incident Response
Data weighted
to be
representative
of Virginia
population.
Being prepared for inclement weather
40%
Snow removal
37%
Timely response to traffic incidents
38%
Ability to resolve traffic incidents
Management of traffic flow during incident
response
32%
29%
21%
56%
19%
14%
13%
61%
52%
45%
12% 41%
Rating of "4" on 1-5 scale 0% Rating20%
of "5" on40%
1-5 scale60%
-- Very satisfied
80%
100%
Q10: Based on your experience and perceptions, how satisfied are you with VDOT
in regard to:
Pulsar Advertising
69
Southeastern Institute of Research
Emergency Response
Significant Improvements in Regard to Emergency Response
Are Posted for Two Measures: Timely Response to Traffic
Incidents and Ability to Resolve Traffic Incidents
Data weighted
to be
representative
of Virginia
population.
100%
80%
63% 61%
60%
59% 56%
45%
52% *
41%
40%
45%*
39% 41%
20%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
0%
Being prepared Snow removal
for inclement
weather
Timely
response to
traffic
incidents
2007
Ability to
Management of
resolve traffic
traffic flow
incidents
during incident
response
2008
Q10: Based on your experience and perceptions, how satisfied are you with VDOT
in regard to:
Pulsar Advertising
70
Southeastern Institute of Research
Signage and Pavement Markings
Readability and Visibility of Signs Receive the Highest
Marks for “Signage and Pavement Markings” Attributes,
While Lighting Receives the Lowest Rating
Data weighted
to be
representative
of Virginia
population.
Readability of signs
41%
31%
72%
Visibility of signs
42%
30%
72%
Roads & highways clearly marked
42%
23%
Visibility of pavement markings
44%
20%
64%
Quality of pavement markings
43%
20%
63%
Condition of pavement markings
43%
19%
Lighting on roadways & highways
38%
0% scale
Rating of "4" on 1-5
18%
65%
62%
56%
20%
40%
60%-- Very satisfied
80%
Rating of "5"
on 1-5 scale
100%
Q11: Think now about signage and pavement markings on Virginia roadways and
highways. How satisfied are you with:
Pulsar Advertising
71
Southeastern Institute of Research
Signage and Pavement Markings
Satisfaction with Signage and Pavement Markings
Has Remained Steady Since Last Year
2007
Data weighted
to be
representative
of Virginia
population.
2008
100%
80%
74% 72%
71% 72%
64% 65%
62% 64%
63% 63%
60%
61% 62%
54% 56%
40%
20%
0%
Readability Visibility of
of signs
signs
Roads &
highways
clearly
marked
Visibility of Quality of
pavement pavement
markings
markings
Condition Lighting on
of
roadways &
pavement
highways
markings
Q11: Think now about signage and pavement markings on Virginia roadways and
highways. How satisfied are you with:
Pulsar Advertising
72
Southeastern Institute of Research
Rest Areas & Welcome Centers
Satisfaction with Rest Areas & Welcome
Centers Is Highest for “Signs Indicating
Locations” and Lowest for “Number Available”
Data weighted
to be
representative
of Virginia
population.
Signs indicating locations
40%
Condition
41%
35%
Traveler information available
Cleanliness
38%
Safety
38%
Amenities available
35%
Number of rest areas & welcome centers
33%
77%
37%
68%
27%
29%
25%
22%
22%
20%
64%
63%
60%
57%
53%
Rating of "4" on 1-5 scale 0% Rating20%
of "5" on 40%
1-5 scale -60%
Very satisfied
80%
100%
Q12: What about the rest areas and welcome centers on Virginia roads and
highways? How satisfied are you with the rest areas and welcome centers in regard
to:
Pulsar Advertising
73
Southeastern Institute of Research
Rest Areas & Welcome Centers
Significant Improvements Are Posted this Wave
for the Condition and Safety of Rest Areas and
Welcome Centers and the Number Available
2007
Data weighted
to be
representative
of Virginia
population.
2008
100%
80%
76%77%
68% *
61%
63%64%
60%
60%63%
60%*
55%
54%57%
53%*
46%
40%
20%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
0%
Signs
indicating
locations
Condition
Traveler Cleanliness
information
availabile
Safety
Amenities Number of
available rest areas &
welcome
centers
Q12: What about the rest areas and welcome centers on Virginia roads and
highways? How satisfied are you with the rest areas and welcome centers in regard
to:
Pulsar Advertising
74
Southeastern Institute of Research
Roadside Appearance
In Regard to Litter Removal, Residents Are Most Happy
with the Appearance of Plants, Grasses, and Flowers and
Least Happy with the Appearance of Construction Sites
Data weighted
to be
representative
of Virginia
population.
Appearance of plants,
grasses and flowers
Frequency of mowing
42%
40%
Frequency of litter
removal
38%
Appearance of
construction sites
37%
68%
26%
61%
21%
15%
12%
Rating0%
of "4" on 1-520%
scale
53%
49%
40%of "5" on 1-5
60%
80%
Rating
scale -- Very
satisfied
100%
Q13: How satisfied are you with:
Pulsar Advertising
75
Southeastern Institute of Research
Roadside Appearance
Significant Improvements Are Posted this
Wave for Frequency of Mowing and
Appearance of Construction Sites
Data weighted
to be
representative
of Virginia
population.
100%
80%
67% 68%
55%
60%
61%*
52% 53%
44%
49% *
40%
20%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
0%
Appearance of
plants, grasses, and
flowers
Frequency of
mowing
2007
Frequency of litter
removal
Appearance of
construction sites
2008
Q12: What about the rest areas and welcome centers on Virginia roads and
highways? How satisfied are you with the rest areas and welcome centers in regard
to:
Pulsar Advertising
76
Southeastern Institute of Research
Management of Public Funds
Satisfaction Levels for Measures of Budget
Management Are Fairly Low, Ranging from 23% for
“Completing Projects on Budget” to 32% for “Building
Projects that Are Solutions to Community Needs”
Data weighted
to be
representative
of Virginia
population.
Building projects that
are solutions to
community needs
23%
9%
Completing projects
on time
23%
8%
Developing budgets
that give priority to
important projects
18%
Completing projects
on budget
17%
32%
31%
25%
7%
6% 23%
0%of "4" on 1-5
20%
Rating
scale
40% of "5" on 60%
80%satisfied 100%
Rating
1-5 scale -- Very
Q14: Overall, how satisfied are you with VDOT in regard to:
Pulsar Advertising
77
Southeastern Institute of Research
Management of Public Funds
Although the Level of Satisfaction Is Still Quite Low for
“Completing Projects on Time,” A Statistically
Significant Increase Is Posted for this Wave
Data weighted
to be
representative
of Virginia
population.
2007
2008
28% 31% *
26% 25%
100%
80%
60%
40%
32% 32%
24% 23%
20%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
0%
Building projects
that are solutions
to community
needs
Completing
projects on time
Developing budgets
Completing
that give priority to projects on budget
important projects
Q14: Overall, how satisfied are you with VDOT in regard to:
Pulsar Advertising
78
Southeastern Institute of Research
Driving Satisfaction & Trust: The Derived Model
Accuracy
.071
Usefulness
.210
Timeliness
Ease of obtaining
.203
Communications
.221
Amount
Traffic man. &
incident
response
.076
Planning with
communities
.077
Responsive to
needs of
citizens
Quality of ride
Management of
public funds
Regular maint.
Unexpected
maint.
.155
.081
.324
.212
.108
Bridge maint.
Pulsar Advertising
Safety of
roadways
.111
.080
Overall satisfaction
with VDOT
.787
Trust of VDOT
.054
.080
.268
Maintenance &
construction
79
Southeastern Institute of Research
Driving Satisfaction & Trust: The Derived Model
Accuracy
Usefulness (42% → 46%)
Timeliness
Ease of obtaining
.071
.210
.203
Communications
.221
Amount
Traffic man. &
incident
response
.076
Planning with
communities
.077
Responsive to
needs of
citizens
Quality of ride
Management of
public funds
Regular maint.
Unexpected maint.
(36% → 40%)
.155
.081
.324
.212
.108
Bridge maint.
Pulsar Advertising
Safety of
roadways
.111
.080
Overall satisfaction
with VDOT
.787
Trust of VDOT
.054
.080
.268
Maintenance &
construction
80
Southeastern Institute of Research
Contact
with VDOT
Pulsar Advertising
81
Southeastern Institute of Research
As Noted Earlier, Although the Level of Contact
Has Decreased this Wave, Nearly All Virginians
Have Some Form of Contact with VDOT
Data weighted
to be
representative
of Virginia
population.
* 2008 differs
significantly
from 2007 at a
95% confidence
level
^ 2007 differs
significantly
from 2006 at a
95% confidence
level
100%
93%
96%^
2006
2007
90% *
80%
60%
40%
20%
0%
2008
Q15: Tell me, in which of the following ways have you come into contact with VDOT
during the past year?
Pulsar Advertising
82
Southeastern Institute of Research
Significant Decreases in Contact Are Posted for
Lynchburg, Hampton Roads, Culpeper, Northern
Virginia, Fredericksburg, and Richmond
About 9 of
10 residents
have had
some form of
contact with
VDOT over
the past year
– regardless
of the
District in
which they
live.
* 2007 differs
significantly
from 2006 at a
95% confidence
level
2006
100%
98%^
90%
90%*
97%
93%
97%
96%
90%*
97%
94%
87%*
2007
2008
94%
96%^
95%
93%
93%
91%* 90%
90%
88%
87% *
*
93%
90% 89%
93%
90% 91%
Bristol
Salem
80%
60%
40%
20%
0%
Lynchburg
Hampton
Roads
Culpeper
Northern
Fred'burg
Richmond
Staunton
Va.
Q15: Tell me, in which of the following ways have you come into contact with VDOT
during the past year?
Pulsar Advertising
83
Southeastern Institute of Research
Data weighted
to be
representative
of Virginia
population.
Just As Reported in the Past, Virginia Residents
Tend Not to Initiate Contact with VDOT
Read or heard about VDOT in news
72%
68%
Visited Virginia Interstate rest area
68%
VDOT road crews
Contact via
Electronic
Message
Boards is
significantly
lower than the
2007 level of
75%. No other
differences
are significant
at the 95%
confidence
level.
63%
Electronic message boards
40%
Encountered Safety Service Patrols
31%
Searched VDOT website
21%
Received mail from VDOT
15%
Called VDOT
Visited a VDOT office
11%
Called 511 telephone service
11%
Called the Highway Helpline
10%
Accessed 511 online
8%
Sent email to VDOT
8%
Attended VDOT public meeting
6%
Sent a letter to VDOT
5%
0%
20%
11% have called 511;
and, 8% have accessed
511 online
40%
60%
80%
100%
Q15: Now, lets talk about any contact you might have had with VDOT in the past
year. Tell me, in which of the following ways have you come into contact with VDOT
during the past year?
Pulsar Advertising
84
Southeastern Institute of Research
Districts Vary Slightly in the Type
of Contact Residents Have with VDOT
•
Residents of Hampton Roads are less likely than the other Districts, specifically
Bristol, Lynchburg, and Staunton, to have called a VDOT office.
•
Salem residents are more likely to have called 511 than other Districts,
especially Lynchburg and Culpeper.
•
Residents of Bristol are more likely to have visited a VDOT office than other
Districts, especially Richmond and Hampton Roads.
•
Northern Virginia residents are most likely to have searched the VDOT Web
site, and Bristol residents are least likely.
•
Northern Virginia residents are also the most likely to receive mail from VDOT.
•
Residents in Bristol are more likely than other Districts, especially Staunton, to
have attended a public meeting.
•
Residents in Northern Virginia and Hampton Roads are more likely than other
Districts, especially Lynchburg, to have encountered electronic message
boards on the highways.
•
Lynchburg residents are less likely than others, especially Salem and Hampton
Roads, to have visited a rest area.
Pulsar Advertising
85
Southeastern Institute of Research
Conclusion & Implication
Conclusion: Although nearly all Virginians have some
form of contact with VDOT, level of contact has
decreased this wave. Decreases are posted for six of
VDOT’s nine Districts.
Implication: Although a decrease in contact with VDOT is
posted this wave, this decrease may not be meaningful or
indicative of problems. It may simply reflect a normal
“settling” of the data or may reflect a seasonal
difference. Since previous waves of this study have not
been conducted on a regular schedule, it is not yet
possible to identify seasonal differences. As the study is
conducted at regular intervals in the future, it will be
possible to examine the data for seasonal differences.
Pulsar Advertising
86
Southeastern Institute of Research
511
Virginia
Pulsar Advertising
87
Southeastern Institute of Research
Unaided Awareness of 511 Virginia
Telephone Is 18%; It Is 12% for the Web Site
Newspaper
64%
63%
58%
53%
49%
46%
Television
Radio
Data weighted
to be
representative
of Virginia
population.
Billboards
Internet (non-specific)
Word of mouth
Workplace
Emails
Regular mail
GPS
Public meetings
511 Virginia (not specific)
511 Virginia - telephone
Blogs
Podcasts
511 Virginia - online
Text messages
Other
Don't know
0%
30%
27%
27%
25%
25%
20%
18%
17%
16%
12%
11%
Combined, total
unaided awareness
of 511 Virginia is
26%.
7%
9%
20%
40%
60%
80%
100%
Q20: Now, think about the various sources of information about transportation and
traffic available to the public. What sources of travel and transportation have you
heard of?
Pulsar Advertising
88
Southeastern Institute of Research
Unaided Awareness of Transportation
Information Sources Is Up This Wave
Across the Board
2007
Data weighted
to be
representative
of Virginia
population.
100%
80%
64%
63%
60%
40%
38%
43%
58%
53%
36%
49%
46%
31%
30%
20%
20%
All of these
year-to-year
changes are
statistically
significant at a
95% confidence
level
2008
10%
3%
0%
Newspaper Television
Radio
Billboards
Internet
(nonspecific)
Word of
mouth
Workplace
Q20: Now, think about the various sources of information about transportation and
traffic available to the public. What sources of travel and transportation have you
heard of?
Pulsar Advertising
89
Southeastern Institute of Research
Unaided Awareness of These
Sources Is Up As Well
2007
Data weighted
to be
representative
of Virginia
population.
100%
But, the proportions
saying some “other”
source of information
and “don’t know”
are down.
80%
60%
40%
All of these
year-to-year
changes are
statistically
significant at a
95% confidence
level
2008
27%
27%
25%
20%
20%
5%
4%
4%
Emails
Regular
Meeting
5%
18%
4%
25%
12%
3%
7%
16%
9%
0%
mail
511
511
(nonspec)
telephone
511 online
Other
Don't know
Q20: Now, think about the various sources of information about transportation and
traffic available to the public. What sources of travel and transportation have you
heard of?
Pulsar Advertising
90
Southeastern Institute of Research
In Total, Nearly Half of Virginians
Are Aware of 511 Virginia
Data weighted
to be
representative
of Virginia
population.
Unaided awareness
of 511 Virginia
26%
44% are aware of
511 Virginia
Aided awareness of
511 Virginia
18%
Not aware of 511
Virginia
56%
0%
20%
40%
60%
80%
100%
Q20: Now, think about the various sources of information about transportation and
traffic available to the public. What sources of travel and transportation have you
heard of? Q21: Prior to this interview, had you ever heard of or read about 511,
511 Virginia, or 511 Virginia.org?
Pulsar Advertising
91
Southeastern Institute of Research
Awareness of 511 Has Increased
Over the Past Year
100%
Data weighted
to be
representative
of Virginia
population.
2007
80%
62%
60%
38%
40%
26%
All of these
year-to-year
changes are
statistically
significant at a
95% confidence
level
2008
20%
56%
44%
28%
18%
10%
0%
Unaided
awareness of
511 Virginia
Aided
awareness of
511 Virginia
Total
awareness of
511 Virginia
Not aware of
511 Virginia
Q20: Now, think about the various sources of information about transportation and
traffic available to the public. What sources of travel and transportation have you
heard of? Q21: Prior to this interview, had you ever heard of or read about 511,
511 Virginia, or 511 Virginia.org?
Pulsar Advertising
92
Southeastern Institute of Research
Nearly One-half or More of Residents of
Salem, Bristol, Staunton, Hampton Roads,
and Richmond Are Aware of 511 Virginia
25%
31%
Salem
20%
34%
Bristol
20%
31%
Staunton
16%
33%
Hampton Roads
22%
25%
Richmond
13%
24%
Culpeper
Lynchburg
17%
18%
Northern Virginia
19%
14%
0%
41%
37%
35%
33%
40%
20%
Unaided awareness of 511 Virginia
54%
51%
49%
47%
19%
22%
Fredericksburg
56%
About one-third of
residents of Culpeper,
Lynchburg, and Northern
Virginia are aware of
511 Virginia.
60%
80%
100%
Aided awarness of 511 Virginia
Q20: Now, think about the various sources of information about transportation and
traffic available to the public. What sources of travel and transportation have you
heard of? Q21: Prior to this interview, had you ever heard of or read about 511,
511 Virginia, or 511 Virginia.org?
Pulsar Advertising
93
Southeastern Institute of Research
Awareness of 511 Virginia Has Increased Significantly in
Salem, Bristol, and Fredericksburg; It Has Increased
Directionally in Staunton, Hampton Roads, Culpeper,
Lynchburg, and Northern Virginia
100%
Proportions
represent
combined
aided and
unaided
awareness.
80%
60%
2007
56%
42%
*
54%
44%
*
51%
48%
49%
44%
40%
2008
47%47%
41%
*
31%
37%
34%
35%
31%
33%
25%
* 2007 differs
significantly
from 2006 at a
95% confidence
level
20%
0%
Salem
Bristol
Staunton
Hampton
Roads
Richmond Fred'burg
Culpeper
Lynchburg
Northern
Virginia
Q20: Now, think about the various sources of information about transportation and
traffic available to the public. What sources of travel and transportation have you
heard of? Q21: Prior to this interview, had you ever heard of or read about 511,
511 Virginia, or 511 Virginia.org?
Pulsar Advertising
94
Southeastern Institute of Research
Radio or TV Reports Are Mentioned
Most Often as the Tools Found Most
Useful for Traffic Information
42%
Radio or TV traffic reports
Data weighted
to be
representative
of Virginia
population.
20%
VDOT highway message signs
Highway Advisory Radio
7%
VDOT Web site
6%
VDOT traffic cameras
4%
511 Virginia telephone service
3%
511 Virginia Web site
2%
VDOT toll-free Highway Helpline
1%
3% said 511 telephone is
most useful; and, 2% said
the 511 Web site is most
useful.
16%
Do not use any of these tools
0%
20%
40%
60%
80%
100%
Q22: Which of the following tools do you find most useful for providing you with
traffic information to plan your routes when traveling?
Pulsar Advertising
95
Southeastern Institute of Research
Usefulness of 511 Has Remained
Fairly Stable Over the Past Year
2006
Data weighted
to be
representative
of Virginia
population.
* 2008 differs
significantly
from 2007 at a
95% confidence
level
^ 2007 differs
significantly
from 2006 at a
95% confidence
level
2007
2008
100%
80%
60%
40%
42%42%
39%
30%
^
^
20% 20%
20%
19%
16% 16%
5% 5% 7%
4% 4% 6%
2% 3% 4%
NA 2% 3%
NA 2% 2%
*
1% 1% 1%
0%
Radio or TV
VDOT
Highway
VDOT Web
traffic
highway
Advisory
site
reports
message
Radio
VDOT traffic 511 Virginia 511 Virginia
cameras
telephone
service
Web site
VDOT toll-
Do not use
free Highway any of these
Helpline
tools
signs
Q22: Which of the following tools do you find most useful for providing you with
traffic information to plan your routes when traveling?
Pulsar Advertising
96
Southeastern Institute of Research
Familiarity with the Telephone Service Is
Slightly Higher than That of the Web Site
Rating "5" -- Very familiar
Data weighted
to be
representative
of Virginia
population.
11%
"4"
7%
"3"
Telephone
21%
"2"
23%
Rating "1" -- Not very familiar
36%
Don't know
NOTE:
Question
asked of those
who are
aware of 511.
2%
Rating "5" -- Very familiar
5%
7%
"4"
"3"
Web site
13%
"2"
18%
55%
Rating "1" -- Not very familiar
Don't know
3%
0%
20%
40%
60%
80%
100%
Q23: Overall, how familiar are you with the 511 telephone service? Q24: Overall,
how familiar are you with the 511 online service, sometimes called “511 Virginia”
or “511 Virginia.org”?
Pulsar Advertising
97
Southeastern Institute of Research
Familiarity with 511 Virginia – Both
Online and Telephone – Has
Remained Fairly Stable
100%
Data weighted
to be
representative
of Virginia
population.
80%
60%
NOTE:
Question
asked of those
who are
aware of 511.
40%
Rating "5"
19%
20%
* 2008 differs
significantly
from 2007 at a
95% confidence
level.
Web site
Telephone
10%
0%
Rating "4"
18%
9%
11%
3%
12%
5%
9%
7%
6%
7%
2007
2008
2007
2008
Q23: Overall, how familiar are you with the 511 telephone service? Q24: Overall,
how familiar are you with the 511 online service, sometimes called “511 Virginia”
or “511 Virginia.org”?
Pulsar Advertising
98
Southeastern Institute of Research
15% of Virginia Residents Have Used
511 Virginia
Telephone only
Online only
Both telephone
& online
Data weighted
to be
representative
of Virginia
population.
Yes
15%
No
85%
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler
information?
Pulsar Advertising
99
Southeastern Institute of Research
7%
4%
4%
Use of 511 Virginia Is about the
Same This Year as Last
2007
Data weighted
to be
representative
of Virginia
population.
2008
100%
80%
60%
Telephone only
Online only
Both telephone
& online
2007
7%
3%
3%
2008
7%
4%
4%
40%
20%
15%
13%
0%
Usage of 511 Virginia
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler
information?
Pulsar Advertising
100
Southeastern Institute of Research
Residents of Staunton, Salem and Hampton
Roads Are Most Likely to Have Ever Called or
Logged Onto 511 Virginia; Residents of
Lynchburg Are Least Likely
23%
Salem
21%
Staunton
Hampton Roads
19%
Richmond
16%
Bristol
16%
14%
Fredericksburg
Northern Virginia
11%
Culpeper
10%
Lynchburg
9%
0%
20%
40%
60%
80%
100%
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler
information?
Pulsar Advertising
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Southeastern Institute of Research
A Significant Increase in Usage of 511 Virginia Is
Posted for Salem; Usage of 511 Has Remained Fairly
Constant in Other Districts
100%
A directional, but not
significant, increase in
usage is posted for
Northern Virginia.
80%
60%
40%
23%
20%
*
21%21%
19% 19%
12%
15% 16%
13%
16%
13% 14%
6%
* 2008 differs
significantly
from 2007 at a
95% confidence
level.
11%
13%
10%
10% 9%
0%
Salem
Staunton
Hampton
Roads
Richmond
2007
Bristol
Fred'burg
Northern
Virginia
Culpeper
Lynchburg
2008
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler
information?
Pulsar Advertising
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Southeastern Institute of Research
Just as Reported in the Past, Both Specific
Media (e.g., Highway Sign) and Word of Mouth
Prompt the Use of 511 Virginia
2008
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who have
used 511.
Only most
frequent
mentions
shown.
Highway sign
26%
Word of Mouth
22%
Advertisement
13%
Traffic
12%
Web Link
10%
Weather
7%
Trip planning
3%
Brochure
3%
VDOT Map
3%
Don’t know
3%
Q25b: What prompted you to use 511?
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Southeastern Institute of Research
Data weighted
to be
representative
of Virginia
population.
Motorists Are More Likely to Have Been Prompted to Use
511 Virginia by Highway Signs than They Have Been in
the Past; and, Use of Other Media – Such as Advertising
and Web Links – Seems to Be Growing as Well
NOTE:
Question
asked of those
who have
used 511.
Only most
frequent
mentions
listed. Only
most frequent
mentions are
shown.
* 2008 differs
significantly
from 2007 at a
95% confidence
level
2007
2008
Highway sign
11%
26%*
Word of Mouth
14%
22%
Advertisement
8%
13%
Traffic
16%
12%
Web Link
6%
10%
Weather
7%
7%
Trip planning
6%
3%
Brochure
1%
3%
VDOT Map
-
3%
Don’t know
4%
3%
Q25b: What prompted you to use 511?
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Southeastern Institute of Research
As Reported in the Past, 511 Virginia
Users – Both Telephone and Online –
Tend to Be “Repeat” Users
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who have
used 511.
Frequency of Using 511
Telephone
service
Online
service
Used one time
19%
28%
Used more than once
81%
70%
Q27: How many times have you used the 511 telephone service, once or more than
once? Q32: How many times have you used the 511 online service, once or more
than once?
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Repeat Usage of 511 Virginia
Telephone Is Increasing; Repeat
Usage of the Web Site Is Stable
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who have
used 511.
100%
Telephone
Web site
81% *
80%
71% 70%
69%
60%
40%
20%
30%
28% 28%
19%*
0%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
Used one time
Used more
than once
Used one time
2007
Used more
than once
2008
Q27: How many times have you used the 511 telephone service, once or more than
once? Q32: How many times have you used the 511 online service, once or more
than once?
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Southeastern Institute of Research
While Users of 511 Virginia – Both Telephone and
Online – Tend To Use the Service More than Once,
They Tend to Use It Less Often than Once a Month
Frequency of Using 511
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who have
used 511
more than one
time.
Telephone
service
Online
service
Less often than once a month
75%
67%
Several times a month but
not every week
16%
16%
About once a week
5%
9%
More than once a week
3%
3%
Q28a/Q33a: How often would you say you use the 511 telephone/online service?
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Southeastern Institute of Research
Additionally, Frequency of Usage
Appears to Be Going Down
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who have
used 511
more than one
time.
Telephone
100%
80%
Web site
75%
68%
67%67%
60%
40%
21%
16%
16%16%
20%
5% 5%
10%
3%
6%
*
9%
5% 3%
0%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
Less often
than once
Several
times a
a month
month
Once a
week
More than
once a
Less often
than once
Several
times a
week
a month
month
2007
Once a
week
More than
once a
week
2008
Q28a/Q33a: How often would you say you use the 511 telephone/online service?
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Southeastern Institute of Research
Telephone and Online Users Are Seeking Information about Traffic
Conditions – Especially Telephone Users; Online Users Are More
Likely than Telephone Users to Be Seeking Weather Information
and Trip Planning Information – But, Still, Online Users Are Most
Often Seeking Information about Traffic Conditions
Reason for Using 511
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who have
used each
service.
Telephone service
Online service
Traffic conditions
66%
48%
Road conditions
32%
32%
Alternate routes
24%
22%
Weather
14%
28%
Public transportation/transit info
7%
-
Trip planning
4%
15%
Location of traveler services
3%
7%
Other
3%
4%
-
5%
1%
5%
Nothing in particular
Don’t know
Q28b&c: Which of the following best describes the type of information you were
seeking when you called 511 telephone service? Q33b&c: Which of the following
best describes the type of information you were seeking when you used 511 online
service?
Pulsar Advertising
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Southeastern Institute of Research
Both Telephone and Online 511 Users Seek The Same Type of
Information as in 2007, with a Few Exceptions. Overall, Interest
in Using 511 for Traffic Conditions Seems to Be Increasing for Both
Telephone and Online; Interest in Using Online for Weather
Information Has Increased
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who have
used each
service.
Reason for Using 511
Telephone service
Online service
2007
2008
2007
2008
Traffic conditions
58%
66%
40%
48%
Road conditions
33%
32%
38%
32%
Alternate routes
24%
24%
21%
22%
Weather
14%
14%
16%
28%
-
7%
-
-
Trip planning
7%
4%
12%
15%
Location of traveler services
6%
3%
4%
7%
Other
5%
3%
3%
4%
Nothing in particular
1%
-
6%
5%
Don’t know
1%
1%
-
5%
Public transportation/transit info
Q28b&c: Which of the following best describes the type of information you were
seeking when you called 511 telephone service? Q33b&c: Which of the following
best describes the type of information you were seeking when you used 511 online
service?
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Half of Those Using 511 – Either Telephone or
Online – Changed Their Behavior Based on the
Information Obtained
Data weighted
to be
representative
of Virginia
population.
Q29a: Which of
the following
best describes
your experience
using the 511
telephone
service? Q34a:
Which of the
following best
describes your
experience using
the 511 online
service?
Telephone service
Online service
Changed behavior (net)
47%
49%
Based on the information I obtained, I changed my
route or took another road
38%
29%
Based on the information I obtained, I changed my
travel time
14%
23%
Based on information received, changed to another
type of transportation
2%
2%
Obtained some information, but did not change
behavior (net)
44%
42%
I obtained helpful information, but did not change
travel in any way
35%
34%
Obtained information but it was not helpful
11%
8%
No information (net)
12%
8%
Not able to obtain any information
9%
6%
Information sought was not available
3%
3%
The information obtained reduced the stress or
frustration of trip
12%
15%
Don’t know
1%
5%
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111
Southeastern Institute of Research
Behavior Change in Response to Information
Obtained from 511 Has Remained Stable Since
the Last Wave of Research
Telephone
service
Data weighted
to be
representative
of Virginia
population.
Q29a: Which of
the following
best describes
your experience
using the 511
telephone
service? Q34a:
Which of the
following best
describes your
experience using
the 511 online
service?
Online service
2007
50%
38%
2008
47%
38%
2007
50%
30%
2008
49%
29%
18%
14%
22%
23%
3%
2%
2%
2%
36%
44%
42%
42%
30%
35%
34%
34%
8%
11%
9%
8%
No information (net)
Not able to obtain any information
Information sought was not available
15%
9%
7%
12%
9%
3%
2%
1%
1%
8%
6%
3%
The information obtained reduced the
stress or frustration of trip
7%
12%
20%
15%
Don’t know
2%
1%
3%
5%
Changed behavior (net)
Based on the information I obtained, I
changed my route or took another road
Based on the information I obtained, I
changed my travel time
Based on information received, changed
to another type of transportation
Obtained some information, but did not
change behavior (net)
I obtained helpful information, but did
not change travel in any way
Obtained information but it was not
helpful
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Southeastern Institute of Research
Nearly Two-thirds of Users – Both Telephone
and Web Site – Are Satisfied with 511 Virginia
Rating "5" -- Very satisfied
25%
"4"
36%
23%
"3"
Data weighted
to be
representative
of Virginia
population.
Telephone
"2"
6%
Rating "1" -- Not at all satisfied
7%
2%
Don't know
Rating "5" -- Very satisfied
NOTE:
Question
asked of those
who have
used 511
more than one
time.
28%
"4"
34%
25%
"3"
Web site
"2"
6%
Rating "1" -- Not at all satisfied
3%
4%
Don't know
0%
20%
40%
60%
80%
Q30/Q35: Thinking about the 511 telephone/online service overall, how satisfied
are you with the 511 telephone/online service?
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Southeastern Institute of Research
100%
Satisfaction with the Web Site Has
Declined; It Has Remained Stable
for the Telephone Service
Data weighted
to be
representative
of Virginia
population.
100%
Rating "5" -- "very satisfied"
Rating "4"
Telephone
80%
61%
NOTE:
Question
asked of those
who have
used 511
more than one
time.
* 2008 differs
significantly
from 2007 at a
95% confidence
level
Web site
77%
62%*
61%
30%
60%
30%
25%
28%
40%
20%
47%
31%
36%
34%
0%
2007
2008
2007
2008
Q30/Q35: Thinking about the 511 telephone/online service overall, how satisfied
are you with the 511 telephone/online service?
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Southeastern Institute of Research
About Half of Telephone Users and Web Site
Users Plan to Use 511 again in the Future
Very likely
23%
Somewhat likely
30%
7%
Neither likely nor unlikely
Data weighted
to be
representative
of Virginia
population.
Telephone
Somewhat unlikely
15%
Very unlikely
22%
3%
Don't know
Very likely
NOTE:
Question
asked of those
who are
aware of 511.
18%
Somewhat likely
30%
9%
Neither likely nor unlikely
Web site
Somewhat unlikely
14%
Very unlikely
25%
2%
Don't know
0%
20%
40%
60%
80%
100%
Q31/Q36: How likely are you to use the 511 telephone service/online service in the
future?
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Southeastern Institute of Research
Intent to Use 511 Again Has Increased
Since the Last Wave of Research –
Especially among Online Users
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who are
aware of 511.
100%
Very likely
Somewhat likely
80%
Telephone
60%
48%
Web site
53%
48%*
42%
40%
27%
30%
27%
30%
20%
* 2008 differs
significantly
from 2007 at a
95% confidence
level
21%
23%
2007
2008
15%
18%
2007
2008
0%
Q31/Q36: How likely are you to use the 511 telephone service/online service in the
future?
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Southeastern Institute of Research
Conclusion & Implication
Conclusion: Awareness of 511 has increased over the past
year, with significant increases posted for Salem, Bristol,
and Fredericksburg. Nevertheless, familiarity and
usefulness of 511 have remained fairly stable. The
proportion of Virginians using 511 – online and telephone –
has remained fairly constant at 15%.
Implication: Continue to market and promote 511 Virginia
– both telephone and online. Initial growth in awareness is
apparent. This growth in awareness may very well be the
precursor of increases in familiarity and use.
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Southeastern Institute of Research
Conclusion & Implication
Conclusion: Satisfaction with and intended usage (among
users) of 511 telephone service have remained stable
over the past year. While satisfaction with the Web site
has decreased over the past year, an increase is posted
for intended repeat usage of the Web site among those
who have already used the Web site. For both telephone
users and Web site users, interest in obtaining
information about traffic conditions remains high.
Implication: Although Web site users are not always
satisfied with their experiences, they – for the time being
– may be willing to give the Web site another chance.
But, expect continued dissatisfaction to lead to
decreased usage. Since traffic information seems to a
great extent to drive usage of 511 – both online and
telephone – it may be that Web site users cannot find or
have difficulty finding the traffic information they seek.
If dissatisfaction with the Web site continues in future
waves of the study, usage patterns and needs of Web site
users may need to be examined more closely.
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Southeastern Institute of Research
Summary of
Key Findings
Pulsar Advertising
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Summary of Key Findings
•
Even though a slight drop in the level of contact is reported in this
wave of the research, most residents of Virginia report that they have
had some form of contact with VDOT over the past year.
•
Overall, levels of familiarity, satisfaction, and trust have remained
stable this wave. However, satisfaction with VDOT has increased
significantly in Fredericksburg and decreased significantly in Staunton.
•
In terms of specific functional areas, VDOT’s highest satisfaction
ratings continue to be for physical attributes and conditions of the
roadways. Lowest ratings are for issues related to planning and
management.
•
Satisfaction with specific functional areas continues to vary across
Districts. More positive ratings are reported for rural areas, such as
Lynchburg, Bristol, Staunton, and Salem. Less favorable ratings are
posted for larger urban areas, such as Northern Virginia, Hampton
Roads and Fredericksburg.
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Southeastern Institute of Research
Summary of Key Findings
•
In total, nearly half of Virginians are aware of 511 Virginia. Currently,
awareness is 44% – a significant increase from the 38% posted in
2007.
•
The highest levels of awareness of 511 Virginia are posted for Salem,
Bristol, Staunton, Hampton Roads, and Richmond. In these Districts,
awareness of 511 Virginia runs at about 50% or higher.
•
15% of Virginians have ever used 511 Virginia – about the same as in
2007. But, frequency of usage may be going down as users tend to
use 511 less often than once a month.
•
Currently, about two-thirds of users are satisfied with 511 – both
telephone and online. But, satisfaction among online users has
decreased since 2007 – even though intent to use 511 online again
has not decreased.
Pulsar Advertising
121
Southeastern Institute of Research
Thank You
For additional information on this study,
please contact Karen Smith, Ph.D., at SIR, Inc.,
ksmith@sirresearch.com
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Southeastern Institute of Research
Appendix
Pulsar Advertising
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Opinion Leaders
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Nearly All Opinion Leaders Have Had Contact
with VDOT During the Past Year
“Opinion
leaders” are
defined as
people who
have
participated
in at least 2
community
and public
activities
during the
last 12
months.
Data weighted
to be
representative
of Virginia
population.
This finding is
consistent with the
previous wave of this
research.
98%
Leaders
89%
Non-Leaders
0%
20%
40%
60%
80%
100%
Q44: In which of the following ways have you come into contact with VDOT during
the past year?
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Opinion Leaders Have More of Every Type of Contact
Than Non-Leaders – Opinion Leaders Are about Twice
as Likely as Non-leaders to Have Used 511 Virginia
VDOT road crews
Read or heard about VDOT in news
“Opinion
leaders” are
defined as
people who
have
participated
in at least 2
community
and public
activities
during the
last 12
months.
Visited Virginia Interstate rest area
85%
69%
Encountered Safety Service Patrols
46%
28%
Searched VDOT website
38%
21%
Received mail from VDOT
27%
12%
Called VDOT
7%
Called 511 telephone service
Accessed 511 online
2%
16%
13%
7%
10%
6%
14%
2%
5%
1%
0%
Non-Leaders
19%
6%
Called the Highway Helpline
Leaders
27%
11%
Visited a VDOT office
Sent a letter to VDOT
85%
66%
Electronic message boards
Sent email to VDOT
91%
71%
Attended VDOT public meeting
Data weighted
to be
representative
of Virginia
population.
85%
59%
11%
20%
40%
60%
80%
100%
Q15: Now, let’s talk about any contact you might have had with VDOT in the past
year. Tell me, in which of the following ways have you come into contact with
VDOT during the past year?
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Southeastern Institute of Research
Opinion Leaders Are More Likely
To Be Familiar with VDOT
“Opinion
leaders” are
defined as
people who
have
participated
in at least 2
community
and public
activities
during the
last 12
months.
Data weighted
to be
representative
of Virginia
population.
Leaders
34%
22%
Rating of "4" on 1-5 scale
Non-Leaders
25%
0%
Rating of "5" on 1-5 scale -- Very familiar
38%
13%
20%
56%
40%
60%
80%
100%
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
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But, Opinion Leaders Appear to Judge VDOT
More Critically in that They Are Less
Satisfied than Non-leaders
“Opinion
leaders” are
defined as
people who
have
participated
in at least 2
community
and public
activities
during the
last 12
months.
Data weighted
to be
representative
of Virginia
population.
Leaders
33%
7%
Rating of "4" on 1-5 scale
Non-Leaders
Rating of "5" on 1-5 scale -- Very satisfied
40%
0%
20%
40%
12%
40%
52%
60%
This finding is
consistent with the
previous wave of this
research.
80%
100%
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
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Southeastern Institute of Research
On Areas of Specific VDOT Responsibilities, Leaders and
Non-Leaders Differ Most in Regard to Issues of Planning –
Non-leaders Have Generally More Positive Views of VDOT
Data weighted
to be
representative
of Virginia
population.
Rest areas and welcome centers
63%
61%
Cleanliness of highways and roadways
61%
63%
Signs and pavement markings
61%
63%
58%
Appearance of roadside
49%
Safety of Virginia's roads and highways
39%
Quality of ride
40%
Communicating
39%
Maintenance and construction of bridges
38%
Traffic management/incident response
30%
Responsive to needs/preferences of citizens
25%
Planning for future needs
20%
Maintenance and construction of roadways
66%
56%
48%
Leaders
48%
Non-leaders
46%
49%
39%
33%
32%
24%
28%
Management of public funds
0%
20%
40%
60%
80%
Q4: How satisfied are you with VDOT in regard to:
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100%
Opinion Leaders Are Also
Less Trusting of VDOT
“Opinion
leaders” are
defined as
people who
have
participated
in at least 2
community
and public
activities
during the
last 12
months.
Data weighted
to be
representative
of Virginia
population.
Leaders
30%
Rating of "4" on 1-5 scale
Non-Leaders
33%
0%
20%
39%
9%
Rating of "5" on 1-5 scale -- Trust VDOT very much
16%
40%
49%
60%
This finding is
consistent with the
previous wave of this
research.
80%
100%
Q5a: To what extent do you trust VDOT to do the right thing for the people of
Virginia in regard to managing the state’s road and highway system?
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