Draft #2 – Presentation to Jeff Caldwell
Southeastern
Institute of
Research
Customer Satisfaction Study
Wave I
July 16, 2007
Part of Pulsar
Advertising
Contract Team
Pulsar Advertising
1
Southeastern Institute of Research
Objectives &
Methodology
Pulsar Advertising
2
Southeastern Institute of Research
Objectives
• Periodically over the last several years, VDOT has
conducted an “Omnibus” study among residents of
Virginia. The objectives of this study have been:
– Understand citizens’ expectations and
perceptions of VDOT on critical issues across
all areas of Virginia
– Provide guidance for VDOT’s outreach
communications program across the state
– Track and monitor perceptions of VDOT across
the state
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3
Southeastern Institute of Research
Objectives
• VDOT now wishes to expand the scope of this study
to include satisfaction measures for specific
functional and operational areas to be reported by
the VDOT Dashboard. Therefore, the objectives of
this study have been expanded to include:
– Develop and report regularly key measures of
resident satisfaction for VDOT’s functional and
operational areas
– Provide this information on a regular, quarterly
basis
– Utilize this first wave of the “new” customer
satisfaction study to identify the most important
attributes and satisfaction measures to monitor
and report regularly
Pulsar Advertising
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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
• Because this data will be reported as part of
VDOT’s Dashboard, satisfaction measures have been
expanded to included specific functional and
operational areas
• Interviews conducted with 1,800 residents of the
Commonwealth
– Sample of 200 in each of VDOT’s nine Districts
– The data collected in 2006 have been recoded by
District for comparison with the current wave
• Interviews were conducted May 2007 – one year
after the last wave of the Omnibus
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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
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 last year. In those instances, the
results from the two waves of data are compared
statistically to determine if there is statistical
evidence that there is a difference from last year to
this year – and, thus, that the difference is not due to
chance. A red asterisk (*) 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
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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
• Improving VDOT Performance
• Contact with VDOT
• Relationship between Nature of Contact and
Satisfaction/Trust
• 511 Virginia
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Southeastern Institute of Research
Monitoring
VDOT
Performance
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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
current study – reported
in this document –
continues to monitor
VDOT’s performance on
these key measures.
Familiarity
Favorability
(Satisfaction)
Trust
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Southeastern Institute of Research
Most Residents of Virginia Have Contact
with VDOT -- Just as Has Been Reported in
the Past
Data weighted
to be
representative
of Virginia
population.
* 2007 differs
significantly
from 2006 at a
95% confidence
level
100%
93%
96% *
2006
2007
80%
60%
40%
20%
0%
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
Half of Virginians Are Familiar with VDOT
Data weighted
to be
representative
of Virginia
population.
16% are not
familiar
with VDOT
and its
work.
"2"
10%
"1"--Not Very
Familiar
6%
"5"--Very
Familiar
16%
About half
(46%) say
that they
are familiar
with VDOT.
"4"
30%
"3"
38%
Q5: Overall, how familiar would you say you are with VDOT and the work it does?
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Southeastern Institute of Research
Familiarity with VDOT Has Not Changed
Since the Previous Wave of Research
2006
Data weighted
to be
representative
of Virginia
population.
2007
100%
80%
60%
40%
33%
20%
13%
6%
6%
38%
33%
30%
14% 16%
10%
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
Familiarity with VDOT Runs from a Low
of 42% in Northern Virginia and Richmond
to 52% in Hampton Roads
Hampton Roads
32%
20%
Lynchburg
33%
18%
Staunton
34%
16%
Bristol
Fredericksburg
28%
33%
16%
Culpeper
31%
13%
Northern Virginia
30%
50%
49%
49%
16%
30%
26%
51%
21%
Salem
Richmond
52%
16%
12%
Rating
0%of "4" on 1-520%
scale
46%
44%
42%
42%
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?
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Southeastern Institute of Research
Familiarity with VDOT Has Stayed
Fairly Constant across All Districts
2006
NOTE:
Percentages
indicate those
rating their
familiarity a
“4” or a “5.”
2007
100%
80%
60%
49% 52%
56%
51%
50%
43%
49%
45%
49%
44%
Staunton
Bristol
Fred-burg
50%
46% 45%
44%
50%
42%
43% 42%
40%
20%
0%
Hampton Lynchburg
Salem
Culpeper
Richmond Northern
Roads
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 Virginia Residents – 47% –
Are Satisfied with VDOT Overall
"4"
37%
Data weighted
to be
representative
of Virginia
population.
"5"--Very
Satisfied
10%
"1"--Not at all
satisfied
5%
"3"
35%
"2"
13%
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
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Southeastern Institute of Research
Satisfaction with VDOT Has
Increased Over the Past Year
Data weighted
to be
representative
of Virginia
population.
39% in 2006 vs.
47% in 2007 – a
statistically
significant
increase*
100%
80%
60%
42%
* 2007 differs
significantly
from 2006 at a
95% confidence
level
35%
40%
20%
6%
37%
29%
12% 13%
10% 10%
5%
0%
"1"--Not at all
satisfied
"2"
"3"
2006
"4"
"5"--Very
satisfied
2007
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
Pulsar Advertising
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Southeastern Institute of Research
Residents of Lynchburg and Staunton
Are Most Likely to Be Satisfied
with VDOT Overall
48%
Lynchburg
51%
Staunton
Bristol
38%
Richmond
37%
Northern Virginia
Hampton Roads
9%
40%
32%
27%
55%
12%
11%
5%
6%
9%
Rating
scale
0%of "4" on 1-520%
38%
36%
65%
58%
19%
43%
Culpeper
66%
14%
39%
Salem
Fredericksburg
18%
49%
46%
45%
Lowest levels of
satisfaction are
posted in
Fredericksburg and
Hampton Roads.
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?
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Southeastern Institute of Research
Improvement of VDOT’s Satisfaction Scores Is
Posted for Some Districts – Including Staunton,
Northern Virginia and Hampton Roads
Increases in Staunton, Northern Virginia and Hampton
Roads are statistically significant.
100%
NOTE:
Percentages
indicate those
rating their
overall
satisfaction a
“4” or a “5.”
* 2007 differs
significantly
from 2006 at a
95% confidence
level
80%
65%*
66%
60%
57%
2006
58%
53%
52%
55%
46%
49%
45%
40%
46%
40%
45% *
33%
2007
38%
36%
36%*
27%
20%
0%
Lynchburg
Staunton
Bristol
Salem
Culpeper
Richmond Northern
Fred-burg
Va.
Hampton
Roads
Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?
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Southeastern Institute of Research
Slightly More than 4 out of 10 Virginia
Residents Say that They Trust VDOT
Data weighted
to be
representative
of Virginia
population.
"4"
32%
"3"
37%
44%
Rating of "5"
on 1-5 scale -Trust VDOT
very much
12%
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
Trust in VDOT Has Increased
over the Past Year
Data weighted
to be
representative
of Virginia
population.
100%
Trust has increased
from 37% in 2006 to
44% in 2007 – a
statistically significant
increase.*
80%
60%
35% 37%
40%
32%
23%
* 2007 differs
significantly
from 2006 at a
95% confidence
level
20%
11%
16% 13%
14% 12%
6%
0%
"1"--Do not
trust at all
"2"
"3"
2006
"4"
"5"--Trust very
much
2007
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 Is a Deciding Factor for
Developing Trust in VDOT
80% of those who are satisfied with VDOT overall also trust VDOT.
In contrast, only 13% of those who are not satisfied trust VDOT.
“Satisfied”
rated their
overall
satisfaction
with VDOT “4”
or “5” on a 15 scale. “Not
Satisfied”
rated it “1,”
“2,” or “3.”
Satisfied
55%
Rating of "4" on 1-5 scale
Not Satisfied
12%
0%
80%
25%
Rating of "5" on 1-5 scale -- Trust very much
13%
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?
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Southeastern Institute of Research
VDOT’s Highest Levels of Trust Equity
Are Posted for Lynchburg, Bristol,
Staunton and Salem
40%
Lynchburg
Bristol
62%
22%
34%
60%
26%
Staunton
37%
19%
56%
Salem
37%
18%
55%
Culpeper
Richmond
33%
31%
Northern Virginia
46%
13%
12%
37%
5%
43%
42%
Hampton Roads
24%
12%
36%
Fredericksburg
25%
11%
36%
Rating of
0%"4" on 1-5 scale
20%
The lowest levels
of trust are posted
in Fredericksburg
and Hampton
Roads.
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
There Is Slight Improvement across All
Districts in Trust of VDOT Since 2006 –
Especially in Northern Virginia
2006
NOTE:
Percentages
indicate those
rating their
trust a “4” or
a “5.”
100%
The improvement in
Northern Virginia is a
statistically significant
increase.
80%
60%
57%
62%
60%
50%
56%
44%
40%
* 2007 differs
significantly
from 2006 at a
95% confidence
level
2007
55%
41%
46%
38%
41% 43%
42%
*
30%
36%
31%
36%
29%
Hampton
Fred-burg
20%
0%
Lynchburg
Bristol
Staunton
Salem
Culpeper
Richmond Northern
Va.
Roads
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)
96%*
Familiarity
46%
* Indicates a
statistically
significant
increase since
2006, at a 95%
confidence level
Favorability
(Satisfaction)
47%*
Trust
44%*
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Southeastern Institute of Research
Conclusion & Implication
Conclusion: VDOT continues to have a far-reaching
presence in the lives of Virginia citizens. Nearly all
have had some contact with VDOT in the past year.
Through that contact, Virginians develop
understanding (familiarity) and perceptions
(satisfaction and trust) of VDOT.
Implication: Every interaction between VDOT and
the citizens of Virginia is an opportunity to impact
familiarity, satisfaction and trust. Ensure that every
point of interaction is positive in order to grow
satisfaction and trust.
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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 Highest Satisfaction Ratings Tend to Be for
Physical Attributes and Conditions of the Roadways –
Lowest Ratings Are for Planning and Management
38%
Rest areas and welcome centers
44%
Cleanliness of highways and roadways
Data weighted
to be
representative
of Virginia
population.
25%
19%
63%
63%
Signs and pavement markings
41%
21%
62%
Appearance of roadside
42%
19%
61%
38%
Safety of Virginia's roads and highways
52%
11% 45%
34%
Quality of ride
Communicating
14%
29%
15%
44%
Maintenance and construction of bridges
32%
12% 44%
Traffic management/incident response
32%
12% 44%
Responsive to needs/preferences of citizens
25%
9%
34%
Planning for future needs
20%
8% 28%
Maintenance and construction of roadways
21%
7% 28%
Management of public funds
17%
Rating of "4" on 1-5 scale
0%
7% 24%
Rating
1-5 scale60%
-- Very satisfied
20% of "5" on
40%
80%
Q4: How satisfied are you with VDOT in regard to:
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Southeastern Institute of Research
100%
Satisfaction with VDOT in These Kay
Areas Has Not Changed Significantly
over the Past Year
Data weighted
to be
representative
of Virginia
population.
2006
100%
80%
60%
44% 44%
NOTE: Other
“overall”
attributes
were not
measured in
2006.
2007
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
46% 44%
32% 34%
40%
30% 28%
27% 28%
25% 24%
20%
0%
Communicating
Traffic
Responsive to
Planning for
Maintenance
Management of
man/incident
response
needs of
citizens
future needs
and
construction of
public funds
roadways
Q4: How satisfied are you with VDOT in regard to:
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Southeastern Institute of Research
Rest Areas and Welcome Centers
Bristol Has the Highest Level of Satisfaction
in Regard to Rest Areas and Welcome Centers –
Salem Has the Lowest
Bristol
37%
40%
Lynchburg
Staunton
42%
Richmond
41%
Northern Virginia
Hampton Roads
Fredericksburg
35%
Salem
69%
26%
68%
16%
28%
35%
29%
67%
26%
45%
Culpeper
73%
36%
32%
25%
23%
32%
23%
Rating0%of "4" on 1-520%
scale
61%
60%
60%
58%
55%
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
Cleanliness of the Highways and Roadways
Residents of Staunton and Salem Are Most
Satisfied with the Cleanliness of the
Highways and Roadways of Virginia
48%
Staunton
54%
Salem
Northern Virginia
47%
Culpeper
46%
Richmond
46%
15%
13%
22%
Hampton Roads
38%
20%
Fredericksburg
35%
67%
20%
37%
36%
73%
19%
Lynchburg
Bristol
75%
27%
Rating
scale
0%of "4" on 1-520%
59%
59%
58%
57%
21%
12%
61%
47%
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?
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Southeastern Institute of Research
Signs and Pavement Markings
Residents of Fredericksburg, Northern Virginia
and Hampton Roads Are Least Satisfied with VDOT in
Regard to Signs and Pavement Markings
Staunton
47%
Lynchburg
46%
Bristol
Culpeper
70%
39%
50%
20%
45%
22%
70%
67%
65%
Salem
37%
Hampton Roads
38%
18%
56%
Northern Virginia
39%
17%
56%
Fredericksburg
39%
16%
55%
20%
Rating0%
of "4" on 1-5 scale
73%
27%
31%
Richmond
77%
30%
28%
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?
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Southeastern Institute of Research
Roadside Appearance
Staunton Posts the Highest Level of Satisfaction
with the Appearance of the Roadside,
and Fredericksburg Posts the Lowest
Staunton
47%
Northern Virginia
46%
Bristol
74%
27%
65%
19%
38%
23%
61%
Salem
40%
21%
61%
Lynchburg
40%
20%
60%
Hampton Roads
39%
21%
60%
Richmond
Culpeper
Fredericksburg
44%
14%
41%
17%
37%
20%
Rating0%
of "4" on 1-5 scale
10%
58%
58%
47%
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?
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Southeastern Institute of Research
Safety of the Roads and Highways
Residents of Staunton and Lynchburg Post the
Highest Levels of Satisfaction with VDOT in Regard to
Safety of the Roads and Highways
51%
Staunton
Lynchburg
Bristol
38%
Salem
37%
Hampton Roads
Fredericksburg
30%
55%
18%
10%
41%
28%
57%
20%
45%
Richmond
59%
27%
37%
Northern Virginia
65%
27%
32%
Culpeper
67%
16%
12%
14%
11%
0%of "4" on 1-520%
Rating
scale
55%
53%
42%
41%
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?
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Southeastern Institute of Research
Quality of the Ride
Staunton Posts the Highest Level of Satisfaction
with the Quality of the Ride on Virginia’s Roads –
Hampton Roads and Fredericksburg Post the Lowest
46%
Staunton
67%
21%
Bristol
40%
21%
61%
Lynchburg
40%
20%
60%
Salem
45%
Culpeper
Northern Virginia
Richmond
13%
39%
13%
34%
8%
39%
Hampton Roads
27%
7%
34%
Fredericksburg
27%
6%
33%
0% of "4" on 1-5
20%
Rating
scale
52%
43%
9%
31%
58%
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?
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Southeastern Institute of Research
Communications
The Lowest Levels of Satisfaction in Regard to
Communication Are Posted for Fredericksburg,
Northern Virginia and Culpeper
Salem
Bristol
Lynchburg
Staunton
35%
26%
Hampton Roads
27%
Culpeper
25%
Fredericksburg
26%
Northern Virginia
28%
Rating0%of "4" on 1-5 20%
scale
51%
23%
35%
28%
51%
25%
28%
Richmond
53%
18%
49%
14%
46%
18%
43%
16%
16%
12%
9%
41%
38%
37%
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
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Southeastern Institute of Research
Communications
Satisfaction with VDOT Communications Has
Not Changed Significantly over the Past Year
in Any District
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2007
100%
80%
60%
52% 53% 52%
51%
51%
50%
49%
44%
40%
51%
47%
46%
39%
43%
41%
40%
38%
41%
37%
20%
0%
Salem
Lynchburg
Bristol
Staunton
Richmond Hampton
Roads
Culpeper
Fred-burg
Northern
Virginia
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
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Southeastern Institute of Research
Maintenance and Construction of Bridges
Residents of Staunton, Lynchburg, Salem and Bristol
Are Most Satisfied with Bridges – Residents of Hampton
Roads and Fredericksburg Are Least Satisfied
48%
Staunton
40%
Lynchburg
Salem
20%
37%
Bristol
35%
55%
20%
Culpeper
32%
14%
Northern Virginia
33%
10%
Richmond
34%
7%
22%
10%
Fredericksburg
22%
8%
Rating0%of "4" on 1-5 20%
scale
60%
56%
19%
Hampton Roads
61%
13%
46%
43%
41%
32%
30%
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
40
Southeastern Institute of Research
Traffic Management and Incident Response
The Lowest Levels of Satisfaction in Regard to Traffic
Management and Incident Response Are Posted for
Hampton Roads, Fredericksburg and Northern Virginia
40%
Bristol
43%
Lynchburg
Salem
Culpeper
Hampton Roads
11%
35%
Fredericksburg
27%
Northern Virginia
28%
54%
18%
38%
25%
59%
18%
36%
Richmond
65%
22%
41%
Staunton
66%
26%
8%
43%
38%
13%
10%
49%
37%
4% 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
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Southeastern Institute of Research
Traffic Management and Incident Response
There Have Been No Significant Changes in any District
over the Past Year in Regard to Satisfaction
with Incident Response
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2007
100%
80%
63% 66%
60%
65%
58%
65%
59%
55%
54%
49%
47%
40%
40% 43% 42%
38%
41%
37%
35% 32%
20%
0%
Bristol
Lynchburg
Salem
Staunton
Richmond
Culpeper
Hampton
Roads
Fred-burg
Northern
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
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Southeastern Institute of Research
Responsiveness to Citizens’ Needs
Bristol Residents Are More Likely than Residents in
Other Districts to Be Satisfied with VDOT’s
Responsiveness to their Needs and Preferences
Bristol
34%
Staunton
35%
Lynchburg
13%
28%
Salem
17%
34%
10%
Culpeper
24%
11%
Richmond
24%
9%
Hampton Roads
21%
Northern Virginia
21%
Fredericksburg
16%
58%
24%
8%
48%
45%
44%
35%
33%
29%
6% 27%
5% 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
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Southeastern Institute of Research
Responsiveness to Citizens’ Needs
A Significant Decrease in Satisfaction with VDOT’s
Responsiveness Is Posted for Richmond
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
100%
80%
60%
58%
50%
48%
52%
45%
38%
40%
* 2007 differs
significantly
from 2006 at a
95% confidence
level
2007
44%
39%
45%
35%
33%
33% *
28%
29%
27%
24%
29%
Northern
Fred-burg
21%
20%
0%
Bristol
Staunton Lynchburg
Salem
Culpeper
Richmond Hampton
Roads
Virginia
Q4e: How satisfied are you with VDOT in regard to: Being responsive to the needs
and preferences of the citizens of Virginia?
Pulsar Advertising
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Southeastern Institute of Research
Planning for Future Needs
Highest Levels of Satisfaction for VDOT for Working
with Communities to Plan for the Future Are Bristol,
Salem, Lynchburg, and Staunton
27%
Bristol
31%
Salem
Lynchburg
25%
Staunton
24%
Culpeper
21%
Richmond
21%
Hampton Roads
Northern Virginia
Fredericksburg
18%
16%
18%
14%
10%
35%
11%
29%
6% 27%
8%
41%
40%
15%
8%
45%
Lowest levels of
satisfaction are
posted in the more
densely populated
areas.
24%
6% 24%
5% 19%
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
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Southeastern Institute of Research
Planning for Future Needs
No Significant Changes Are Posted for 2007
in Regard to “Planning for Future Needs”
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2007
100%
80%
60%
42%
45%
40%
41%
36%
45%
40%
45%
35%
34%
29%
28% 27% 27%
24%
25%
24%
25%
Richmond Hampton
Northern
Fred-burg
20%
19%
0%
Bristol
Salem
Lynchburg
Staunton
Culpeper
Roads
Virginia
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
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Southeastern Institute of Research
Maintenance and Construction of the Roadways & Highways
Residents of Staunton, Bristol and Lynchburg
Are Most Satisfied with Overall
Maintenance and Construction
32%
Staunton
24%
Bristol
Lynchburg
26%
Northern Virginia
26%
12%
8%
19%
6%
25%
Culpeper
19%
6%
25%
Hampton Roads
16%
12%
40%
34%
5% 31%
Richmond
Fredericksburg
41%
17%
28%
Salem
43%
11%
5%
21%
4% 16%
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
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Southeastern Institute of Research
Maintenance and Construction of the Roadways & Highways
No Significant Changes Are Posted in Any of the
Districts for Maintenance and Construction
Since 2006
2006
NOTE:
Percentages
indicate those
rating their
satisfaction a
“4” or a “5.”
2007
100%
80%
60%
52%
43%
40%
34%
41%
35%
40%
40%
34%
31%
25%
37%
25%
25% 26%
20%
21%
18%
14% 16%
0%
Staunton
Bristol
Lynchburg
Salem
Northern
Virginia
Culpeper
Richmond Fred-burg
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
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Southeastern Institute of Research
Management of Public Funds
The More Rural Areas Also Tend to Be More
Satisfied with VDOT’s Management of Public Funds
Bristol
26%
15%
Lynchburg
26%
10%
Staunton
26%
9%
Salem
22%
9%
Culpeper
23%
6%
Richmond
Northern Virginia
36%
35%
31%
But, in all Districts,
satisfaction on this
measure is less than
50%.
29%
5% 24%
19%
15%
41%
4% 19%
7%
18%
Hampton Roads
11%
Fredericksburg
10% 4% 14%
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
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Southeastern Institute of Research
Management of Public Funds
Satisfaction with Management of Public Funds 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.”
2007
100%
80%
60%
40%
38% 41% 38%
36%
35%
29%
35%
31%
29%
28%
20%
26% 24%
20%
19%
19%
18%
Richmond Northern
Hampton
15% 14%
0%
Bristol
Lynchburg
Staunton
Salem
Culpeper
Virginia
Fred-burg
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
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Southeastern Institute of Research
Conclusion & Implication
Conclusion: VDOT’s highest levels of satisfaction are
posted for physical attributes and conditions of the
roadways – such as cleanliness of highways. Lowest levels
of satisfaction relate to issues of planning and
management. As a whole, however, satisfaction ratings
tend to be moderate to low.
Implication: VDOT’s performance can be improved on all
key measures of satisfaction. Prioritization of resources
will be important. Identify those measures that have the
greatest importance on overall satisfaction and focus on
those areas for improvement. In the following pages, this
analysis focuses on the identification of the attributes of
greatest importance, i.e., those that have the greatest
impact on satisfaction.
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Southeastern Institute of Research
Conclusion & Implication
Conclusion: Satisfaction ratings for VDOT vary across
Districts. Most often, the most positive scores tend to be
reported in more rural areas. Districts with larger urban
areas, such as Hampton Roads, Northern Virginia and
Fredericksburg, tend to post less favorable ratings.
Implication: Satisfaction is a complex issue. Variation
across Districts might not mean that VDOT is necessarily
“doing better” in those Districts with higher satisfaction
ratings. The “environment” in which VDOT must succeed
varies by District. For example, residents of a District in
which daily commutes might be an hour or longer may
have different needs and expectations than residents of a
District where daily commutes are much shorter.
Similarly, overall stress levels, traffic congestion, and so
forth vary across Districts. This may mean that resident
expectations are much higher in some Districts than
others. Thus, care should be used in the interpretation
of this research. An important component of the analyses
of future waves of this research will be further analysis,
understanding and explanation of differences across
Districts.
Pulsar Advertising
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Southeastern Institute of Research
Satisfaction
With VDOT:
Functional Areas
Pulsar Advertising
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Southeastern Institute of Research
Communications
The Highest Level of Satisfaction with VDOT
Communications Relates to the Accuracy of the
Information – Lowest Is Related to the
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
34%
30%
12%
28%
10%
8%
Rating of0%
"4" on 1-5 scale
20%
42%
39%
11%
26%
22%
46%
12%
36%
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
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Southeastern Institute of Research
Maintenance
Residents Are Slightly More Satisfied with VDOT’s
Regular Maintenance of the Roadways than 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
34%
8%
27%
9%
Rating of
0%"4" on 1-5 scale
20%
42%
36%
Rating
satisfied
40%of "5" on 1-5
60%scale -- Very
80%
100%
Q8: Overall, how satisfied are you with:
Pulsar Advertising
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Southeastern Institute of Research
Quality of the Ride
About Half of Virginia Residents Are
Satisfied with the Smoothness of the Ride
Other Measures of Quality of Ride Have Lower Levels of Satisfaction
Data weighted
to be
representative
of Virginia
population.
Smoothness of ride
Management of projects to minimize traffic
delays and disruptions
11% 49%
38%
27%
6% 33%
Day-to-day flow of traffic
23%
8% 31%
Management of traffic congestion
23%
7%
Only about a
third are
satisfied with
issues related to
the management
of disruptions
and traffic flow.
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
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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
Data weighted
to be
representative
of Virginia
population.
Being prepared for inclement weather
Snow removal
Timely response to traffic incidents
40%
37%
34%
23%
22%
11% 45%
Ability to resolve traffic incidents
30%
11% 41%
Management of traffic flow during incident
response
30%
9% 39%
63%
59%
Residents are less
satisfied with
how VDOT
responds to
traffic incidents.
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
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Southeastern Institute of Research
Signage and Pavement Markings
In Regard to Signage and Pavement Markings,
Virginians Are Most Satisfied with the
Readability and Visibility of Signs
Data weighted
to be
representative
of Virginia
population.
Readability of signs
46%
28%
Visibility of signs
48%
23%
Roads & highways clearly marked
42%
22%
Quality of pavement markings
42%
21%
Visibility of pavement markings
43%
19%
Condition of pavement markings
41%
Lighting on roadways & highways
38%
0%scale
Rating of "4" on 1-5
20%
16%
74%
71%
64%
63%
62%
61%
54%
They are
least
satisfied
with
lighting.
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:
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Southeastern Institute of Research
Rest Areas & Welcome Centers
Satisfaction with Rest Areas & Welcome Centers
Ranges from a High of 76% for Signs Indicating
Locations to 46% for the Number Available
Signs indicating locations
Data weighted
to be
representative
of Virginia
population.
42%
Traveler information available
36%
39%
22%
Cleanliness
39%
21%
Safety
37%
Amenities available
35%
32%
63%
27%
Condition
Number of rest areas & welcome centers
76%
34%
18%
19%
14%
61%
60%
55%
54%
46%
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
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Southeastern Institute of Research
Roadside Appearance
In Regard to Litter Removal, Residents Are Least
Satisfied with the Appearance of Construction Sites
Data weighted
to be
representative
of Virginia
population.
Appearance of plants,
grasses and flowers
41%
Frequency of mowing
37%
Frequency of litter
removal
36%
Weed control
35%
Appearance of
construction sites
67%
26%
55%
18%
52%
16%
16%
32%
12%
Rating0%
of "4" on 1-520%
scale
They are
most
satisfied
with the
appearance
of plants,
grasses and
flowers
along
roadsides.
51%
44%
40%of "5" on 1-5
60%
80%
Rating
scale -- Very
satisfied
100%
Q13: How satisfied are you with:
Pulsar Advertising
60
Southeastern Institute of Research
Management of Public Funds
Satisfaction Levels for All Measures of
Budget Management Are Low
Data weighted
to be
representative
of Virginia
population.
Building projects that
are solutions to
community needs
Completing projects
on time
Developing budgets
that give priority to
important projects
Completing projects
on budget
25%
7%
22%
20%
18%
28%
6%
26%
6%
6%
32%
24%
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
61
Southeastern Institute of Research
Improving
VDOT
Performance
Pulsar Advertising
62
Southeastern Institute of Research
Improving VDOT Performance
• In order to improve satisfaction and trust of VDOT, it is
important to understand what attributes and functions
impact satisfaction and trust.
• In order to identify the attributes and functions that
impact satisfaction and trust of VDOT, a series of
regression analyses (multiple and univariate) have been
conducted to identify the attributes and functions that
bring about satisfaction and trust of VDOT.
• The results of those analyses are presented on the next
several slides.
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Southeastern Institute of Research
Increasing Satisfaction with VDOT:
The Hypothesized Model
Maintenance/constr: roadways
Traffic mg’t & incident response
Management of public funds
Responsive to needs of citizens
Communicating
Quality of ride
Rest areas & welcome centers
Maintenance/constr: bridges
Overall satisfaction
with VDOT
Cleanliness of roadways
Appearance of roadside
Signs & pavement markings
Safety of roadways
Planning with communities
Accuracy of information
Daily traffic flow
Readability of signs
Total of 52 attributes tested
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Southeastern Institute of Research
Increasing Satisfaction with VDOT:
The Revised Hypothesized Model
Management of public funds
Traffic man. & incident response
Maintenance/constr. (summary)
Responsive to needs of citizens
Communications (summary)
Quality of ride (summary)
Overall satisfaction
with VDOT
Rest areas (summary)
Maintenance/constr: bridges
Cleanliness of roadways (summary)
Appearance of roadside (summary)
Signs/pavement markings (summary)
Safety of roadways
Planning with communities
Pulsar Advertising
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Southeastern Institute of Research
Increasing Satisfaction with VDOT:
The Derived Model
Multiple
regression
was used to
develop the
model.
Management of public funds
.054
Traffic man. & incident response
.076
Maintenance/constr.
.268
.111
Responsive to needs of citizens
.155
Communications
Overall satisfaction
with VDOT
.080
Quality of ride
.080
Safety of roadways
.077
Planning with communities
Pulsar Advertising
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Southeastern Institute of Research
Increasing Satisfaction with VDOT:
The Derived Model
Multiple
regression
was used to
develop the
model.
Management of public funds
.054
Traffic man. & incident response
.076
Maintenance/constr.
.268
.111
Responsive to needs of citizens
.155
Communications
Overall satisfaction
with VDOT
.080
Quality of ride
.080
Safety of roadways
.077
Planning with communities
Pulsar Advertising
Do not have significant impact on satisfaction:
• Rest areas
• Cleanliness of roadways
• Appearance of roadside
• Signs/pavement markings
67
Southeastern Institute of Research
Increasing Satisfaction with VDOT:
The Derived Model
Multiple
regression
was used to
develop the
model.
Management of public funds
.054
Traffic man. & incident response
.076
Maintenance/constr.
.268
.111
Responsive to needs of citizens
.155
Communications
Overall satisfaction
with VDOT
.080
Quality of ride
.080
Safety of roadways
.077
Planning with communities
Pulsar Advertising
Do not have significant impact on satisfaction:
• Rest areas
• Cleanliness of roadways
• Appearance of roadside
• Signs/pavement markings
68
Southeastern Institute of Research
Driving Satisfaction with
VDOT Communications:
The Derived Model
Accuracy
Multiple
regression
was used to
develop the
model.
.071
.210
Usefulness
.203
Timeliness
.081
VDOT
Communications
Ease of obtaining
.221
Amount of information
Pulsar Advertising
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Southeastern Institute of Research
Driving Satisfaction with Maintenance &
Construction: The Derived Model
Multiple
regression
was used to
develop the
model.
.324
Regular maintenance
.212
Unexpected maintenance
Maintenance
& Construction
.108
Maintenance & construction of
bridges
Pulsar Advertising
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Southeastern Institute of Research
Increasing Trust in VDOT:
The Derived Model
Regression
was used to
develop the
model.
.787
Overall satisfaction
with VDOT
Pulsar Advertising
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Trust of VDOT
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
72
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
73
Southeastern Institute of Research
Driving Satisfaction & Trust: The Derived Model
Performance of
daily VDOT
activities
Pulsar Advertising
Drives satisfaction
with VDOT
74
Builds trust equity:
Belief in VDOT
in good times –
and bad
Southeastern Institute of Research
VDOT Opportunity Map
NEED TO IMPROVE
BUILD AND MAINTAIN
LOWER PRIORITY
RESERVE STRENGTH
Driver
(importance)
Satisfaction Rating
Pulsar Advertising
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Southeastern Institute of Research
Seven Areas Offer the Greatest
Opportunity for VDOT Improvement
NEED TO IMPROVE
Driver
(importance)
BUILD AND MAINTAIN
• Communications
• Traffic management & incident
response
• Planning
• Responsiveness to needs of
citizens
• Quality of ride
• Management of public funds
• Maintenance & construction
LOWER PRIORITY
• Safety of roadways
RESERVE STRENGTH
• Rest areas
• Cleanliness of highways and
roadways
• Appearance of roadside
• Signs and pavement markings
Satisfaction Rating
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Southeastern Institute of Research
Seven Areas Offer the Greatest
Opportunity for VDOT Improvement
NEED TO IMPROVE
Driver
(importance)
BUILD AND MAINTAIN
• Communications
• Traffic management & incident
response
• Planning
• Responsiveness to needs of
citizens
• Quality of ride
• Management of public funds
• Maintenance & construction
LOWER PRIORITY
• Safety of roadways
RESERVE STRENGTH
• Rest areas
• Cleanliness of highways and
roadways
• Appearance of roadside
• Signs and pavement markings
Satisfaction Rating
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Southeastern Institute of Research
The Seven Areas of Greatest Opportunity
Represent a Combination of Factors
across Several Dimensions
“Intangibles” Dimension
Operational Dimension
• Traffic management &
incident response
• Maintenance &
construction
• Quality of ride
Pulsar Advertising
• Management of public
funds
• Responsive to needs of
citizens
• Communications
• Planning with
communities
78
Southeastern Institute of Research
Satisfaction with VDOT Is Driven by a
Combination of Factors
across Several Dimensions
“Intangibles” Dimension
Operational Dimension
• Traffic management &
incident response
• Maintenance &
construction
• Quality of ride
• Communications
• Management of public
funds
Pulsar Advertising
• Management of public
funds
• Responsive to needs of
citizens
• Communications
• Planning with
communities
79
Southeastern Institute of Research
Conclusion & Implication
Conclusion: Seven key areas offer opportunity to
improve the level of satisfaction and trust Virginia
residents have in regard to VDOT.
Implication: Ensure that resource prioritization
includes these seven key areas:
•
•
•
•
•
•
•
Quality of ride
Communicating
Maintenance and construction
Traffic management and incident response
Responsiveness to needs/preferences of citizens
Planning for future needs
Management of public funds
Pulsar Advertising
80
Southeastern Institute of Research
Conclusion & Implication
Conclusion: Seven key areas offer opportunity to
improve the level of satisfaction and trust Virginia
residents have in regard to VDOT.
Implication: Ensure that resource prioritization
includes these seven key areas:
Additional
examination of
“responsiveness to
needs/preferences of
citizens”
should be
included in
future waves
of this study.
•
•
•
•
•
•
•
Quality of ride
Communicating
Maintenance and construction
Traffic management and incident response
Responsiveness to needs/preferences of citizens
Planning for future needs
Management of public funds
Pulsar Advertising
81
Southeastern Institute of Research
Conclusion & Implication
Conclusion: VDOT’s performance on these measures
tends to vary across Districts. Its strongest performance
tends to be, consistently, in Staunton, Bristol,
Lynchburg and Salem. Its weakest performance is most
often posted for Northern Virginia, Fredericksburg and
Hampton Roads. Richmond and Culpeper tend to fall
between these two extremes.
Implication: All Districts are important to grow and
maintain VDOT’s performance statewide. But,
improvements in Northern Virginia, Fredericksburg and
Hampton Roads are needed in particular.
Pulsar Advertising
82
Southeastern Institute of Research
Recommended Monitoring and
Reporting Schedule
Monitor and report
4x each year
•Trust
Monitor & report annually
•All measures
•Satisfaction
•Communications overall & 5
drivers
•Traffic management/ incident
response
•Planning with communities
•Responsiveness to needs of
citizens
•Quality of ride overall
•Management of public funds
•Safety of roadways
•Maintenance & construction
overall & 3 drivers
Pulsar Advertising
83
Southeastern Institute of Research
Contact
with VDOT
Pulsar Advertising
84
Southeastern Institute of Research
As Reported Earlier, Virtually All Virginia
Residents Have Contact with VDOT
100%
* 2007 differs
significantly
from 2006 at a
95% confidence
level
93%
96% *
2006
2007
80%
60%
40%
20%
0%
Q15: Tell me, in which of the following ways have you come into contact with VDOT
during the past year?
Pulsar Advertising
85
Southeastern Institute of Research
Contact with VDOT Has Stayed Fairly
Constant over the Past Year – In All Districts
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%
*
97%
93%
96%97%
97%
94%
Hampton
Culpeper
Northern
2007
96%
90%
*
93%95%
93%94%
93%
90%
93%
90%
Staunton
Bristol
Salem
80%
60%
40%
20%
0%
Lynchburg
Roads
Fred-burg Richmond
Va.
Q15: Tell me, in which of the following ways have you come into contact with VDOT
during the past year?
Pulsar Advertising
86
Southeastern Institute of Research
Virginia Residents Continue to Have High
Levels of Contact with VDOT – But, For the
Most Part, They Do Not Initiate the Contact
Read or heard about VDOT in news
79%
Electronic message boards
Data weighted
to be
representative
of Virginia
population.
75%
Visited Virginia Interstate rest area
73%
VDOT road crews
71%
Encountered Safety Service Patrols
36%
Searched VDOT website
28%
Received mail from VDOT
19%
Called VDOT
No statistically
significant
changes are
posted in
comparison to
2006.
18%
Visited a VDOT office
12%
Called the Highway Helpline
9% have called 511;
and, 8% have accessed
511 online
11%
Called 511 telephone service
9%
Accessed 511 online
8%
Attended VDOT public meeting
7%
Sent email to VDOT
6%
Sent a letter to VDOT
3%
0%
20%
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
87
Southeastern Institute of Research
Districts Vary Slightly in the Type
of Contact Residents Have with VDOT
•
Residents of Northern Virginia and Hampton Roads are more
likely than the other Districts to have encountered electronic
message boards.
•
Hampton Roads’ residents are also more likely to have
encountered Safety Service Patrols.
•
Northern Virginia residents are more likely to have searched the
VDOT Web site and more likely to have sent an email to VDOT.
•
Residents of Hampton Roads and Fredericksburg are more likely
to have accessed 511 online but not more likely to have called
511.
•
Residents of Lynchburg and Bristol are more likely to have called
a VDOT office.
•
Residents of Bristol and Salem are less likely to have read or
heard anything about VDOT in the news.
Pulsar Advertising
88
Southeastern Institute of Research
About One-fourth of Those Who
Contacted VDOT Reported a Problem
or Voiced a Complaint
You reported a problem
Data weighted
to be
representative
of Virginia
population.
You voiced a complaint
10%
You requested information
48% contacted
VDOT for a
neutral issue
30%
You had a question
18%
You complimented VDOT
It is unknown
whether
these points
of contact
were positive
or negative in
nature.
26% contacted
VDOT for a
negative issue
16%
Only 3%
contacted
VDOT for a
positive issue
3%
Other
24%
0%
20%
40%
60%
80%
100%
Q16: You indicated that you have had contact with VDOT during the past year.
Which of the following best describes the nature of that contact?
Pulsar Advertising
89
Southeastern Institute of Research
Slightly Fewer Reported a
Problem This Year – While Slightly
More Requested Information
2006
Data weighted
to be
representative
of Virginia
population.
100%
80%
60%
40%
25%
* 2007 differs
significantly
from 2006 at a
95% confidence
level
2007
20%
16% *
23%
14%
30% *
10% *
16% 18%
18%
24% *
4% 3%
0%
You reported You voiced a You requested
a problem
complaint
information
You had a
question
You
complimented
VDOT
Other
Q16: You indicated that you have had contact with VDOT during the past year.
Which of the following best describes the nature of that contact?
Pulsar Advertising
90
Southeastern Institute of Research
Two-thirds of Those Who Had Specific
Interaction with VDOT Report that the Tone
of the Interaction Was Positive
"3"
23%
Data weighted
to be
representative
of Virginia
population.
"4"
32%
"2"
NOTE:
Question
asked of those
who
contacted
VDOT with a
complaint,
problem,
question, or
request.
6%
65%
"1" -- Negative
tone
"5" -- Positive
4%
tone
33%
Don't know
2%
Q17: Still thinking about this specific interaction with VDOT, how would you
characterize the nature of the tone of that interaction?
Pulsar Advertising
91
Southeastern Institute of Research
The Tone of Interactions with VDOT
Is about the Same This Year as Last Year
2006
Data weighted
to be
representative
of Virginia
population.
100%
NOTE:
Question
asked of those
who
contacted
VDOT with a
complaint,
problem,
question, or
request.
40%
2007
* 2007 differs
significantly
from 2006 at a
95% confidence
level
80%
60%
25% 23%
20%
8%
4% *
30% 32%
28%
33%
6% 6%
3% 2%
0%
"1" -Negative
tone
"2"
"3"
"4"
"5" -- Positive
tone
Don't know
Q17: Still thinking about this specific interaction with VDOT, how would you
characterize the nature of the tone of that interaction?
Pulsar Advertising
92
Southeastern Institute of Research
Two-thirds of VDOT Employees
Contacted Had Sufficient
Knowledge to Answer Inquiries
"4"
31%
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who
contacted
VDOT with a
complaint,
problem,
question, or
request.
"3"
20%
62%
"2"
7%
"5" --
"1"--Knowledge
not sufficient
Knowledge
sufficient
6%
31%
Don't know
5%
Q18: During your interaction with VDOT, how would you characterize the
knowledge and ability of the VDOT employees with whom you spoke to find an
answer to your inquiry?
Pulsar Advertising
93
Southeastern Institute of Research
Perception of the Ability of VDOT
Employees to Respond to Inquiries Is
about the Same this Year as Last
2006
Data weighted
to be
representative
of Virginia
population.
100%
NOTE:
Question
asked of those
who
contacted
VDOT with a
complaint,
problem,
question, or
request.
40%
2007
* 2007 differs
significantly
from 2006 at a
95% confidence
level
80%
60%
20%
30% 31%
11%
33% 31%
18% 20%
6% *
5% 7%
4% 5%
0%
"1" -Knowledge
not sufficient
"2"
"3"
"4"
"5" -Knowledge
sufficient
Don't know
Q18: During your interaction with VDOT, how would you characterize the
knowledge and ability of the VDOT employees with whom you spoke to find an
answer to your inquiry?
Pulsar Advertising
94
Southeastern Institute of Research
More than 40% Were Not Satisfied with the
Way Their Problem Was Handled by VDOT
"3"
19%
Data weighted
to be
representative
of Virginia
population.
"4"
13%
"2"
14%
42% were
not satisfied
NOTE:
Question
asked of those
who
contacted
VDOT with a
problem or
complaint.
"5" -- Very
satisfied
26%
"1" -- Not at all
satisfied
28%
Don't know
0%
Q19: You mentioned that you voiced a complaint or reported a problem to VDOT.
How satisfied are you with the way that complaint or problem was handled by
VDOT?
Pulsar Advertising
95
Southeastern Institute of Research
Satisfaction with VDOT’s Handling of
Complaints and Problems Has Remained at
about the Same Levels in 2006 and 2007
2006
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who
contacted
VDOT with a
problem or
complaint.
2007
100%
80%
60%
40%
29% 28%
20%
13% 14%
14%
19%
25% 26%
17%
13%
2% 0%
0%
"1" -- Not at
all satisfied
"2"
"3"
"4"
"5" -- Very
satisfied
Don't know
Q19: You mentioned that you voiced a complaint or reported a problem to VDOT.
How satisfied are you with the way that complaint or problem was handled by
VDOT?
Pulsar Advertising
96
Southeastern Institute of Research
Relationship Between
Nature of Contact and
Satisfaction/Trust
Pulsar Advertising
97
Southeastern Institute of Research
How VDOT Handles a Complaint
Makes a Difference – VDOT Has the
Power to Turn a Negative into a Positive
Data weighted
to be
representative
of Virginia
population.
Q19: You
mentioned that
you voiced a
complaint or
reported a
problem to
VDOT. How
satisfied are
you with the
way in which
your complaint
or problem was
handled by
VDOT?
Overall
Satisfaction
Trust
Satisfied with
complaint
72%
Not satisfied with
complaint
22%
Satisfied with
complaint
70%
Not satisfied with
complaint
27%
0%
20%
40%
60%
80%
100%
Example of how to read graph: 72% of those satisfied with how their complaint
was handled are satisfied with VDOT overall. In contrast, only 22% of those not
satisfied with handling of their complaint are satisfied with VDOT overall.
Pulsar Advertising
98
Southeastern Institute of Research
VDOT Can Control the Outcome
of an Interaction by Managing
the Tone of the Interaction
Data weighted
to be
representative
of Virginia
population.
Q17: Still
thinking about
this specific
interaction
with VDOT, how
would you
characterize
the nature of
the tone of that
interaction?
Overall
Satisfaction
Positive
56%
Negative
20%
Positive
56%
Trust
Negative
22%
0%
20%
40%
60%
80%
100%
Example of how to read graph: 56% of those who reported the tone of the
interaction with VDOT as positive are satisfied with VDOT overall. In contrast,
only 20% who reported the tone as negative are satisfied with VDOT overall.
Pulsar Advertising
99
Southeastern Institute of Research
The Perceived Knowledge and Ability of
VDOT Employees Also Impacts the
Outcome of Interaction
Data weighted
to be
representative
of Virginia
population.
Q18: During
your
interaction
with VDOT, how
would you
characterize
the knowledge
and ability of
the VDOT
employees with
whom you
spoke to find
an answer to
your inquiry?
Overall
Satisfaction
Sufficient
53%
Not sufficient
21%
Sufficient
53%
Trust
Not sufficient
25%
0%
20%
40%
60%
80%
100%
Example of how to read graph: 53% of those who said that the knowledge of
VDOT employee was sufficient are satisfied with VDOT overall. In contrast, only
21% of those who said the knowledge of VDOT employee was not sufficient are
satisfied with VDOT overall.
Pulsar Advertising
100
Southeastern Institute of Research
Conclusion & Implication
Conclusion: As would be expected, residents of Virginia
are less likely to contact VDOT to voice a compliment
than to report a problem or complaint or request
information/ask a question. VDOT often manages these
encounters “successfully” in that about two-thirds feel
the knowledge of VDOT employees was sufficient, and
two-thirds say that the tone of the interaction was
positive. These qualities and experiences are important
because they lead to satisfaction and trust of VDOT.
Implication: Every VDOT-citizen interaction matters.
Continue to develop the communications skills of all
VDOT employees who are in positions that involve citizen
contact.
Pulsar Advertising
101
Southeastern Institute of Research
511
Virginia
Pulsar Advertising
102
Southeastern Institute of Research
Unaided Awareness of 511 Virginia
Telephone Is 4%; It Is 3% for the Web Site
Television
43%
38%
Newspaper
Data weighted
to be
representative
of Virginia
population.
Radio
36%
31%
Internet (non-specific)
20%
Billboards
Word of mouth
10%
511 / 511 Virginia (not specific online/telephone)
5%
Emails
5%
Regular mail
4%
Public meetings
4%
511 Virginia - telephone
4%
511 Virginia - online
3%
Workplace
3%
Combined, total
unaided awareness
of 511 Virginia is
10%.
25%
Other
Don't know
16%
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?
Pulsar Advertising
103
Southeastern Institute of Research
In Total, Slightly More than One-third of
Virginians Are Aware of 511 Virginia
Data weighted
to be
representative
of Virginia
population.
Unaided awareness
of 511 Virginia
10%
38% are aware of
511 Virginia
Aided awareness of
511 Virginia
28%
Not aware of 511
Virginia
62%
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
104
Southeastern Institute of Research
Nearly Half of the Residents of Staunton and
Richmond Are Aware of 511 Virginia, While
Only One-fourth of Residents of Northern
Virginia Are Aware of 511 Virginia
Aided awarness of 511 Virginia
100%
Unaided awareness of 511 Virginia
80%
60%
48%
47%
44%
44%
42%
34%
40%
39%
35%
31%
34%
31%
25%
23%
24%
8%
7%
30%
20%
0%
31%
9%
12%
13%
10%
12%
9%
Staunton
Richmond
Hampton
Bristol
Salem
Culpeper
Roads
Fred-burg Lynchburg
25%
18%
7%
Northern
Va.
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
105
Southeastern Institute of Research
Nearly Half of the Residents of Staunton and
Richmond Are Aware of 511 Virginia, While
Only One-fourth of Residents of
Northern Virginia Are Aware of 511 Virginia
Aided awarness of 511 Virginia
100%
Unaided awareness of 511 Virginia
80%
60%
48%
47%
44%
44%
42%
34%
40%
39%
35%
31%
34%
31%
25%
23%
24%
8%
7%
30%
20%
0%
31%
9%
12%
13%
10%
12%
9%
Staunton
Richmond
Hampton
Bristol
Salem
Culpeper
Roads
Fred-burg Lynchburg
25%
18%
7%
Northern
Va.
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
106
Southeastern Institute of Research
Radio or TV Reports and VDOT Highway Message Signs
Are Mentioned More often than Other Forms of
Communication as Being “Most Useful” – Including 511
42%
Radio or TV traffic reports
Data weighted
to be
representative
of Virginia
population.
20%
VDOT highway message signs
5%
Highway Advisory Radio
4%
VDOT Web site
VDOT traffic cameras
3%
511 Virginia Web site
2%
511 Virginia telephone service
2%
VDOT toll-free Highway Helpline
1%
Don't know
1%
2% said 511 telephone is
most useful; and, 2% said
the 511 Web site is most
useful.
19%
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
107
Southeastern Institute of Research
Usefulness of 511 Has Doubled
Since Last Year
2006
Data weighted
to be
representative
of Virginia
population.
100%
80%
In 2006, 2% said 511 Virginia
was the most useful tool
(telephone and online not
separated).*
60%
40%
* 2007 differs
significantly
from 2006 at a
95% confidence
level
2007
42%
39%
30%
20%
20%
*
16%19%
5% 5%
4% 4%
2% 3%
2%
2%
1% 1%
0% 1%
Don't know
0%
*
Radio or TV
VDOT
Highway
VDOT Web
VDOT
511
511
VDOT toll-
traffic
highway
Advisory
site
traffic
Virginia
Virginia
free
any of these
reports
message
Radio
cameras
Web site
telephone
Highway
tools
service
Helpline
signs
Do not use
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
108
Southeastern Institute of Research
Familiarity of the Telephone Service Is about
Twice the Level of the Web Site – But, There
Is Opportunity to Grow Familiarity with Both
Rating "5" -- Very familiar
Data weighted
to be
representative
of Virginia
population.
"4"
9%
18%
"3"
Telephone
"2"
23%
Rating "1" -- Not very familiar
Don't know
NOTE:
Question
asked of those
aware of 511
telephone /
Web site.
Question not
asked
previously.
10%
40%
0%
Rating "5" -- Very familiar
3%
"4"
6%
13%
"3"
Web site
"2"
18%
Rating "1" -- Not very familiar
Don't know
59%
1%
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
109
Southeastern Institute of Research
Slightly More than 1 out of 10 Virginia
Residents Have Ever Used 511
Data weighted
to be
representative
of Virginia
population.
No
87%
Yes
13%
Telephone only
Online only
Both telephone
& online
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler
information?
Pulsar Advertising
110
Southeastern Institute of Research
7%
3%
3%
Residents of Staunton and Hampton Roads
Are Most Likely to Have Ever Called or
Logged Onto 511 Virginia
21%
Staunton
19%
Hampton Roads
Richmond
15%
Fredericksburg
13%
Culpeper
13%
Bristol
13%
Salem
12%
Lynchburg
10%
Northern Virginia
6%
0%
20%
40%
60%
80%
100%
Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler
information?
Pulsar Advertising
111
Southeastern Institute of Research
Both Information Needs (e.g., Traffic) and
Specific Media (e.g., Highway Sign)
Prompt the Use of 511 Virginia
Data weighted
to be
representative
of Virginia
population.
NOTE:
Question
asked of those
who have
used 511.
Only most
frequent
mentions
listed. Only
most frequent
mentions are
shown.
Traffic
16%
Word of mouth
14%
Highway sign
11%
Advertisement
8%
Weather
7%
Trip planning
6%
Web link
6%
Don’t know
4%
Q25b: What prompted you to use 511?
Pulsar Advertising
112
Southeastern Institute of Research
511 Users 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
30%
28%
Used more than once
69%
71%
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?
Pulsar Advertising
113
Southeastern Institute of Research
511 Users Tend to Be “Repeat” Users
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
Used one time
30%
28%
Used more than once
69%
71%
Q27: How many times have yu 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?
Pulsar Advertising
114
Southeastern Institute of Research
About Two-thirds of Repeat 511 Users –
Both Telephone and Online – Use the
Service 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
68%
67%
Several times a month but
not every week
16%
21%
About once a week
5%
6%
More than once a week
10%
5%
Q28a/Q33: How often would you say you use the 511 telephone/online service?
Pulsar Advertising
115
Southeastern Institute of Research
Telephone Users Are Seeking Information about Traffic
Conditions; Online Users Are as Likely to Be Seeking
Information about Road Conditions as Traffic Conditions
Frequency of 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
58%
40%
Road conditions
33%
38%
Alternate routes
24%
21%
Weather
14%
16%
Trip planning
7%
12%
Location of traveler services
6%
4%
Other
5%
3%
Nothing in particular
1%
6%
Don’t know
1%
-
Q28b: Which of the following best describes the type of information you were
seeking when you called 511 telephone service? Q33b: 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)
50%
50%
Based on the information I obtained, I changed my
route or took another road
38%
30%
Based on the information I obtained, I changed my
travel time
18%
22%
Based on information received, changed to another
type of transportation
3%
2%
Obtained some information, but did not change
behavior (net)
36%
42%
I obtained helpful information, but did not change
travel in any way
30%
34%
Obtained information but it was not helpful
8%
9%
No information (net)
15%
2%
Not able to obtain any information
9%
1%
Information sought was not available
7%
1%
The information obtained reduced the stress or
frustration of trip
17%
20%
Don’t know
2%
3%
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Users of Both the Telephone Service and
the Web Site Are Moderately Satisfied
Rating "5" -- Very satisfied
30%
"4"
31%
24%
"3"
Data weighted
to be
representative
of Virginia
population.
Telephone
"2"
6%
Rating "1" -- Not at all satisfied
6%
3%
Don't know
Rating "5" -- Very satisfied
30%
"4"
47%
13%
"3"
Web site
"2"
2%
Rating "1" -- Not at all satisfied
5%
2%
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 service?
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100%
About Half of Telephone Users and Web Site
Users Are Likely to Use 511 again in the Future
Very likely
21%
Somewhat likely
27%
10%
Neither likely nor unlikely
Data weighted
to be
representative
of Virginia
population.
Telephone
Somewhat unlikely
19%
Very unlikely
Don't know
22%
1%
Very likely
15%
Somewhat likely
27%
8%
Neither likely nor unlikely
Web site
Somewhat unlikely
20%
Very unlikely
Don't know
28%
1%
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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Conclusion & Implication
Conclusion: Currently, about one-third of Virginia
residents are aware of 511 Virginia. Usefulness of 511
Virginia has doubled since last year, going from 2% to
4%.
Implication: Continue to market and promote 511
Virginia – both telephone and online. Expect levels of
both awareness and usage to increase – especially with
the launch of the new Web site. However, quarterly
monitoring of usage levels may be too frequent to
“read” differences over time.
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Conclusion & Implication
Conclusion: Residents most often use the 511 telephone
service to obtain traffic information. The online service
is used for traffic information as well as road conditions,
alternate routes, weather and trip planning.
Implication: The type of information that drives usage of
511 telephone and online may not yet be established
clearly. While traffic information is important –
especially for use of the telephone service – there are
numerous reasons for using 511. The availability of
traffic information at 511 will be an important
component of marketing messages. But, messages should
not be limited to this idea. Explore the development of
marketing messages capturing the other types of
information (benefits) available at 511 Virginia.
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Summary of
Key Findings
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Summary of Key Findings
•
VDOT posts significant improvement since last year on key measures
of satisfaction and trust – but, there continues to be opportunity to
improve these scores.
•
Resident satisfaction and trust vary across District. The most positive
scores are posted for Lynchburg, Bristol, Staunton, and Salem. Lower
levels of satisfaction and trust are posted for Hampton Roads and
Fredericksburg.
•
In terms of specific functional areas, VDOT’s highest satisfaction
ratings tend 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 also varies across District.
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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Summary of Key Findings
•
A model was developed to identify the attributes and factors that drive
satisfaction and trust of VDOT. This model identifies 8 key drivers.
By improving its performance on these drivers, VDOT will be able to
improve its overall level of satisfaction and build trust equity. The 8
key drivers are:
–
–
–
–
–
–
–
–
Management of public funds
Traffic management and incident response
Maintenance and construction
Responsiveness to needs of citizens
Communications
Quality of ride
Safety of ride
Planning with communities
(Note: Drivers are listed in no specific order.)
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Summary of Key Findings
•
The model also identifies a statistically significant relationship between
satisfaction and trust. By growing satisfaction, VDOT will also grow its
level of trust equity – the belief and support of Virginians in good times
and in bad.
•
The significant attributes and factors identified in the model should be
monitored quarterly and reported on the Dashboard.
•
Slightly more than one-third of Virginians are aware of 511 Virginia.
Awareness is highest in Staunton and Richmond and lowest in
Northern Virginia.
•
Slightly more than 1 out of 10 Virginians have ever used 511 Virginia.
Residents are about twice as likely to have used the telephone service
as the Web site.
•
The need to obtain information about traffic conditions often seems to
drive use of 511 Virginia – especially the telephone service. But, a
variety of information is sought, including road conditions, alternate
routes, weather and trip planning.
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Thank You
For additional information on this study,
please contact Karen Smith, Ph.D., at SIR, Inc.,
ksmith@sirresearch.com
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Appendix
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Satisfaction with VDOT:
Functional Areas
Across Districts
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Satisfaction with VDOT:
Communications
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The Highest Level of Satisfaction with VDOT
Communications Is for Accuracy of the Information –
Lowest Is Related to the Amount of Information
Accuracy of
information
Data weighted
to be
representative
of Virginia
population.
Usefulness of
information
Timeliness of
information
Ease of obtaining
information
Amount of information
34%
30%
12%
28%
10%
8%
Rating of0%
"4" on 1-5 scale
20%
42%
39%
11%
26%
22%
46%
12%
36%
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:
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Lower Levels of Satisfaction Are Posted for Hampton
Roads, Northern Virginia, and Fredericksburg in Regard
to The Accuracy of Information Provided by VDOT
Staunton
40%
59%
19%
Bristol
34%
21%
55%
Lynchburg
34%
21%
55%
Salem
37%
Culpeper
36%
15%
Richmond
37%
12%
Hampton Roads
Northern Virginia
Fredericksburg
31%
15%
10%
41%
7%
41%
34%
30%
Rating
0% of "4" on 1-5
20%
scale
9%
52%
51%
49%
39%
Rating
40% of "5" on 1-5
60%scale -- Very
80%
satisfied
100%
Q7a: 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: The accuracy of information provided by VDOT?
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Staunton Residents Are Most Satisfied with
the Usefulness of VDOT Information
37%
Staunton
Lynchburg
Bristol
32%
33%
Culpeper
32%
13%
Hampton Roads
33%
10%
Northern Virginia
28%
Fredericksburg
24%
47%
18%
Salem
28%
48%
16%
29%
Richmond
55%
18%
46%
13%
9%
Rating
0% of "4" on 1-5
20%
scale
43%
42%
14%
8%
45%
36%
33%
Rating
40% of "5" on 60%
1-5 scale -- Very
80%
satisfied
100%
Q7b: 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: Usefulness of information provided by VDOT?
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Fredericksburg Residents Are Not as Satisfied with
the Timeliness of VDOT Information as
Other Districts
39%
Staunton
30%
Lynchburg
28%
17%
Salem
29%
14%
Culpeper
28%
Hampton Roads
Fredericksburg
12%
25%
Northern Virginia
13%
45%
43%
40%
38%
6% 37%
31%
25%
18%
47%
17%
Bristol
Richmond
53%
14%
9%
8%
34%
26%
Rating
0% of "4" on 1-5
20%
scale
Rating
40% of "5" on60%
1-5 scale -- Very
80%satisfied
100%
Q7c: 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: The timeliness of information provided by VDOT?
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Ease of Obtaining Information Appears to Be a
Problem Statewide –
Satisfaction Levels Are Below 50% in All Districts
Lynchburg
Bristol
29%
27%
Staunton
27%
Richmond
27%
Hampton Roads
Culpeper
Northern Virginia
Fredericksburg
25%
23%
45%
15%
40%
13%
36%
9%
25%
19%
46%
19%
30%
Salem
48%
19%
34%
9%
14%
33%
6% 31%
8%
31%
0% of "4" on 1-5
20%
Rating
scale
40% of "5" on 60%
80%
Rating
1-5 scale -- Very
satisfied
100%
Q7d: 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: The ease of obtaining information provided by VDOT?
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The Amount or Quantity of Information Provided by VDOT
Appears to Be a Problem Throughout the State – The
Highest Level of Satisfaction Is Posted for Staunton at 40%
28%
Staunton
12%
31%
Salem
Bristol
7%
24%
20%
14%
Richmond
21%
9%
23%
Hampton Roads
7%
Culpeper
19%
10%
Northern Virginia
20%
6%
Fredericksburg
12%
6%
38%
37%
13%
Lynchburg
40%
34%
But, it’s not clear
if residents are
receiving too
much information
or not enough.
30%
30%
29%
26%
18%
Rating
0%of "4" on 1-520%
scale
Rating
40% of "5" on 1-5
60%scale -- Very80%
satisfied
100%
Q7e: 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: The quantity or amount of information or communications you
receive from VDOT?
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Satisfaction with VDOT:
Maintenance
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Residents Are Slightly More Satisfied with VDOT’s
Regular Maintenance of the Roadways than 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
34%
8%
27%
9%
Rating of
0%"4" on 1-5 scale
20%
42%
36%
Rating
satisfied
40%of "5" on 1-5
60%scale -- Very
80%
100%
Q8: Overall, how satisfied are you with:
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Staunton Residents Are Most Likely to Be Satisfied with
VDOT’s Regular Maintenance; Hampton Roads, Richmond
and Fredericksburg Are Least Likely
46%
Staunton
39%
Lynchburg
Bristol
Culpeper
6%
35%
29%
Richmond
28%
Fredericksburg
27%
52%
11%
39%
Hampton Roads
52%
19%
41%
Northern Virginia
56%
17%
33%
Salem
62%
16%
9%
45%
44%
35%
6%
5% 33%
5%
32%
Rating
0% of "4" on 1-5
20%scale
Rating
40% of "5" on60%
1-5 scale -- Very
80%satisfied
100%
Q8a: Overall, how satisfied are you with VDOT’s regular maintenance of roadways
and highways?
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Similarly, Staunton Residents Are Most Likely to Be
Satisfied with VDOT’s Response to Unexpected
Maintenance Needs; Hampton Roads, Richmond and
Fredericksburg Are Least Likely to Be Satisfied
38%
Staunton
30%
Lynchburg
Salem
Bristol
Northern Virginia
31%
17%
10%
7%
Hampton Roads
21%
6%
Richmond
21%
5%
Fredericksburg
18%
46%
12%
27%
32%
48%
18%
34%
Culpeper
54%
16%
7%
44%
42%
38%
27%
26%
25%
Rating
scale
0% of "4" on 1-5
20%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very
80%
100%
Q8b: Overall, how satisfied are you with VDOT’s ability to meet unexpected
maintenance needs, such as repairing potholes or clearing debris from the road?
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Satisfaction with VDOT:
Quality of Ride
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About Half of Virginia Residents Are Satisfied
with the Smoothness of the Ride
Smoothness of ride
Data weighted
to be
representative
of Virginia
population.
Management of projects to minimize traffic
delays and disruptions
11% 49%
38%
27%
6% 33%
Day-to-day flow of traffic
23%
8% 31%
Management of traffic congestion
23%
7%
But, only about a
third are
satisfied with
issues related to
the management
of disruptions
and traffic flow.
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:
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Staunton, Lynchburg and Bristol Residents Are Most Likely
to Be Satisfied with the Smoothness of the Ride on
Virginia Roads and Highways
49%
Staunton
43%
Lynchburg
Bristol
14%
44%
Richmond
31%
Hampton Roads
30%
Fredericksburg
17%
42%
Northern Virginia
26%
61%
16%
40%
Culpeper
63%
20%
45%
Salem
69%
20%
8%
6%
56%
52%
40%
9%
8%
57%
38%
32%
Rating
scale
0% of "4" on 1-5
20%
Rating
1-5 scale -- Very
satisfied
40% of "5" on 60%
80%
100%
Q9a: Now, think about the quality of the ride experienced on Virginia roads and
highways. How satisfied are you with the smoothness of the ride experienced on
most roads and highways in Virginia?
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There Is Opportunity for VDOT to Improve
Management of Traffic Congestion Statewide
38%
Bristol
Lynchburg
36%
Staunton
36%
Salem
26%
Hampton Roads
Northern Virginia
Fredericksburg
12%
17%
15%
13%
13%
6%
24%
Culpeper
51%
15%
31%
Richmond
54%
16%
32%
48%
44%
Satisfaction ratings
are especially low
in Hampton Roads,
Northern Virginia
and
Fredericksburg.
30%
6%
5% 22%
4% 19%
3% 16%
0% of "4" on 1-5
20%scale
Rating
40% of "5" on 60%
80%
Rating
1-5 scale -- Very
satisfied
100%
Q9b: Now, think about the quality of the ride experienced on Virginia roads and
highways. How satisfied are you with VDOT’s management of traffic congestion in
order to minimize disruptions of your travel?
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Residents of Northern Virginia, Hampton Roads, and
Fredericksburg Are Not Especially Satisfied with VDOT’s
Management of Projects to Minimize Delays and Disruptions –
Satisfaction Levels in These Districts Are One-fourth or Lower
38%
Bristol
36%
Lynchburg
Staunton
15%
40%
Salem
10%
38%
Culpeper
11%
29%
31%
Richmond
Northern Virginia
13%
22%
Hampton Roads
19%
Fredericksburg
18%
8%
37%
5%
36%
51%
51%
50%
49%
3% 25%
5% 24%
3% 21%
0%of "4" on 1-520%
Rating
scale
40% of "5" on 1-5
60%scale -- Very80%
Rating
satisfied
100%
Q9c: Now, think about the quality of the ride experienced on Virginia roads and
highways. How satisfied are you with VDOT’s management of road and highway
projects to minimize traffic delays and disruptions?
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Only Slightly More than One out of Ten Residents of
Northern Virginia and Fredericksburg Are Satisfied with
the General Flow of Traffic on a Day-to-Day Basis
36%
Bristol
39%
Lynchburg
Staunton
Hampton Roads
Fredericksburg
Northern Virginia
10%
33%
Richmond
15%
29%
19%
13%
61%
51%
48%
35%
6%
23%
61%
22%
41%
Salem
Culpeper
25%
30%
7%
3% 22%
3% 16%
9% 3% 12%
0% of "4" on 1-5
20%scale
Rating
40% of "5" on 60%
80%
Rating
1-5 scale -- Very
satisfied
100%
Q9c: Now, think about the quality of the ride experienced on Virginia roads and
highways. How satisfied are you with the general flow of traffic on a day-to-day
basis?
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Satisfaction with VDOT:
Emergency Response
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The Highest Levels of Satisfaction with VDOT in Regard
to Emergency Response Are Posted for Being Prepared
for Inclement Weather and Snow Removal
Being prepared for inclement weather
Data weighted
to be
representative
of Virginia
population.
Snow removal
Timely response to traffic incidents
40%
37%
34%
23%
22%
11% 45%
Ability to resolve traffic incidents
30%
11% 41%
Management of traffic flow during incident
response
30%
9% 39%
63%
59%
Residents are less
satisfied with
how VDOT
responds to
traffic incidents.
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:
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Satisfaction with the Timeliness of VDOT’s Response to
Traffic Incidents Ranges from a High of 62% in Lynchburg
to 34% in Fredericksburg and 35% in Northern Virginia
38%
Lynchburg
Bristol
35%
Salem
Richmond
35%
Culpeper
34%
Hampton Roads
33%
Fredericksburg
12%
46%
12%
9%
6%
8%
0% of "4" on 1-5
20%scale
Rating
57%
48%
13%
29%
26%
58%
18%
45%
62%
58%
23%
40%
Staunton
Northern Virginia
24%
42%
35%
34%
40% of "5" on 60%
80%
Rating
1-5 scale -- Very
satisfied
100%
Q10a: Based on your experience and perceptions, how satisfied are you with VDOT
in regard to: timely response to traffic incidents?
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Satisfaction with VDOT’s Ability to Resolve Traffic
Incidents Is Highest In Bristol and Lynchburg – 60% or More
of These Residents Are Satisfied
41%
Bristol
Lynchburg
38%
Salem
39%
Staunton
38%
63%
22%
60%
22%
18%
15%
Culpeper
32%
11%
Richmond
32%
9%
43%
53%
41%
Hampton Roads
25%
9%
34%
Fredericksburg
26%
8%
34%
Northern Virginia
25%
5%
57%
Satisfaction drops
to about half that
level in Hampton
Roads,
Fredericksburg,
and Northern
Virginia.
30%
Rating0%
of "4" on 1-5 20%
scale
40% of "5" on 1-5
60%scale -- Very
80%
Rating
satisfied
100%
Q10b: Based on your experience and perceptions, how satisfied are you with VDOT
in regard to: its ability to resolve traffic incidents?
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Bristol, Salem, Staunton and Lynchburg Are Most
Satisfied with VDOT’s Ability to Manage Traffic Flow
during Incident Response
40%
Bristol
43%
Salem
Staunton
Northern Virginia
21%
31%
11%
33%
Richmond
Fredericksburg
14%
33%
Culpeper
Hampton Roads
14%
41%
Lynchburg
8%
26%
18%
22%
8%
10%
61%
21%
57%
55%
54%
42%
41%
34%
28%
3% 25%
Rating0%
of "4" on 1-5 20%
scale
40% of "5" on 1-5
60%scale -- Very
80%
Rating
satisfied
100%
Q10c: Based on your experience and perceptions, how satisfied are you with VDOT
in regard to: its ability to manage traffic flow during incident response?
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Snow Removal Ratings Are Fairly Favorable Across
the State – The Least Favorable Rating Is Posted for
Hampton Roads
41%
Staunton
Lynchburg
39%
Salem
Bristol
Northern Virginia
38%
Hampton Roads
66%
29%
41%
37%
68%
23%
37%
Fredericksburg
68%
27%
45%
Richmond
69%
30%
41%
Culpeper
72%
31%
63%
22%
58%
21%
55%
17%
29%
19%
Rating0%of "4" on 1-520%
scale
48%
Rating
40% of "5" on 60%
1-5 scale -- Very
80%
satisfied
100%
Q10d: Based on your experience and perceptions, how satisfied are you with VDOT
in regard to: snow removal?
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Residents of Hampton Roads Are Also Least Likely to
Be Satisfied with VDOT in Regard to Its Preparedness
for Inclement Weather
50%
Staunton
Salem
Lynchburg
Bristol
30%
40%
77%
37%
43%
77%
34%
36%
Culpeper
73%
37%
44%
69%
25%
68%
Richmond
42%
Fredericksburg
42%
19%
61%
Northern Virginia
42%
19%
61%
Hampton Roads
80%
26%
33%
14%
Rating
0% of "4" on 1-5
20%scale
47%
Rating
1-5 scale -- Very
satisfied
40% of "5" on 60%
80%
100%
Q10d: Based on your experience and perceptions, how satisfied are you with VDOT
in regard to: being prepared for inclement weather?
Pulsar Advertising
152
Southeastern Institute of Research
Satisfaction with VDOT:
Signs and
Pavement Markings
Pulsar Advertising
153
Southeastern Institute of Research
In Regard to Signage and Pavement Markings,
Virginians Are Most Satisfied with the Readability
and Visibility of Signs
Data weighted
to be
representative
of Virginia
population.
Readability of signs
46%
28%
Visibility of signs
48%
23%
Roads & highways clearly marked
42%
22%
Quality of pavement markings
42%
21%
Visibility of pavement markings
43%
19%
Condition of pavement markings
41%
38%
Lighting on roadways & highways
0% scale
Rating of "4" on 1-5
20%
16%
74%
71%
64%
63%
62%
61%
54%
They are
least
satisfied
with
lighting.
20%
40%on 1-5 scale
60% -- Very 80%
Rating of "5"
satisfied
100%
Q11: Think now about signage and pavement markings on Virginia roadways and
highways. How satisfied are you with:
Pulsar Advertising
154
Southeastern Institute of Research
Residents Are More Likely to Be Satisfied that Roads and
Highways Are Clearly Marked than Not – The Lowest Rating
Is in Fredericksburg
47%
Staunton
Bristol
37%
Culpeper
44%
Salem
43%
Lynchburg
41%
Richmond
41%
Hampton Roads
41%
Northern Virginia
Fredericksburg
75%
28%
73%
36%
71%
27%
70%
27%
67%
26%
64%
23%
62%
21%
44%
14%
33%
22%
Rating
scale
0% of "4" on 1-5
20%
58%
55%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very
80%
100%
Q11a: Think now about signage and pavement markings on Virginia roadways and
highways? How satisfied are you with: roads and highways clearly marked?
Pulsar Advertising
155
Southeastern Institute of Research
Residents in Most Districts Tend to Be Satisfied
with the Readability of Signs
54%
Staunton
49%
Salem
Bristol
80%
43%
45%
Culpeper
44%
Fredericksburg
46%
Richmond
45%
Hampton Roads
82%
33%
37%
Lynchburg
Northern Virginia
87%
33%
80%
35%
32%
28%
28%
51%
19%
42%
27%
Rating
0% of "4" on 1-5
20%scale
76%
74%
73%
70%
69%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very
80%
100%
Q11b: Think now about signage and pavement markings on Virginia roadways and
highways? How satisfied are you with: readability of signs?
Pulsar Advertising
156
Southeastern Institute of Research
For the Most Part, Residents across All Districts
Are Not Critical of the Visibility of Signs
Staunton
Bristol
51%
44%
Salem
46%
Hampton Roads
47%
Richmond
Culpeper
Fredericksburg
Northern Virginia
78%
34%
52%
Lynchburg
82%
31%
78%
26%
74%
28%
24%
41%
29%
45%
25%
42%
24%
52%
13%
0% of "4" on 1-5
20%
Rating
scale
71%
70%
70%
66%
65%
40% of "5" on 1-5
60%scale -- Very
80%
Rating
satisfied
100%
Q11c: Think now about signage and pavement markings on Virginia roadways and
highways? How satisfied are you with: visibility of signs on roads and highways?
Pulsar Advertising
157
Southeastern Institute of Research
Residents of Hampton Roads and Fredericksburg Are
Least Likely to Be Satisfied with Roadway Lighting
Bristol
39%
46%
Staunton
Salem
Culpeper
Lynchburg
Richmond
Hampton Roads
Fredericksburg
20%
42%
54%
22%
38%
54%
16%
33%
Rating 0%
of "4" on 1-5 scale
20%
56%
14%
32%
30%
56%
20%
42%
13%
13%
66%
63%
21%
36%
Northern Virginia
66%
27%
46%
43%
Rating40%
of "5" on 1-5 scale
60% -- Very satisfactory
80%
100%
Q11d: Think now about signage and pavement markings on Virginia roadways and
highways? How satisfied are you with: lighting on roads and highways?
Pulsar Advertising
158
Southeastern Institute of Research
Residents of Bristol, Lynchburg, Staunton, and Salem
Are Most Likely to Be Satisfied with the Quality of
Pavement Markings
Bristol
39%
44%
Lynchburg
Staunton
46%
Salem
45%
Culpeper
43%
Hampton Roads
44%
Northern Virginia
Fredericksburg
72%
26%
70%
25%
65%
26%
21%
16%
40%
17%
64%
60%
58%
18%
32%
Rating
0% of "4" on 1-5
20%
scale
72%
28%
39%
Richmond
72%
33%
49%
Rating
40% of "5" on 1-5
60%scale -- Very80%
satisfied
100%
Q11e: Think now about signage and pavement markings on Virginia roadways and
highways? How satisfied are you with: quality of pavement markings, such as lane
stripes and pedestrian crossings?
Pulsar Advertising
159
Southeastern Institute of Research
Residents of Hampton Roads and Fredericksburg Are
Least Likely to Be Satisfied with the Condition of
Pavement Markings
49%
Staunton
Bristol
42%
Lynchburg
43%
Salem
74%
25%
73%
31%
70%
27%
45%
68%
23%
42%
Richmond
41%
19%
60%
Northern Virginia
42%
17%
59%
Hampton Roads
Fredericksburg
23%
65%
Culpeper
36%
17%
34%
Rating
0% of "4" on 1-5
20%scale
14%
53%
48%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very80%
100%
Q11f: Think now about signage and pavement markings on Virginia roadways and
highways? How satisfied are you with: condition of pavement markings, such as
lane stripes and pedestrian crossings?
Pulsar Advertising
160
Southeastern Institute of Research
Residents of Hampton Roads and Fredericksburg Are
Also Least Likely to Be Satisfied with the Visibility of
Pavement Markings
Bristol
42%
30%
Staunton
43%
27%
70%
Lynchburg
44%
26%
70%
Salem
45%
24%
69%
Culpeper
44%
Richmond
44%
Northern Virginia
37%
Fredericksburg
36%
67%
23%
63%
19%
47%
Hampton Roads
72%
61%
14%
19%
15%
Rating
0% of "4" on 1-5
20%
scale
56%
51%
Rating
40% of "5" on 1-5
60%scale -- Very
80%
satisfied
100%
Q11g: Think now about signage and pavement markings on Virginia roadways and
highways? How satisfied are you with: visibility of pavement markings, such as lane
stripes and pedestrian crossings?
Pulsar Advertising
161
Southeastern Institute of Research
Satisfaction with VDOT:
Rest Areas and
Welcome Centers
Pulsar Advertising
162
Southeastern Institute of Research
Satisfaction with Rest Areas & Welcome Centers
Ranges from a High of 76% for Signs Indicating Their
Locations to 46% for the Number Available
Signs indicating locations
Data weighted
to be
representative
of Virginia
population.
42%
Traveler information available
36%
39%
22%
Cleanliness
39%
21%
Safety
37%
Amenities available
35%
32%
63%
27%
Condition
Number of rest areas & welcome centers
76%
34%
18%
19%
14%
61%
60%
55%
54%
46%
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
163
Southeastern Institute of Research
About One-half or Fewer of Residents across All
Districts Are Satisfied with the Number of Rest Areas
and Welcome Centers
40%
Staunton
Bristol
Richmond
Lynchburg
Salem
Culpeper
Hampton Roads
Fredericksburg
Northern Virginia
17%
33%
51%
14%
32%
49%
17%
28%
48%
20%
35%
48%
13%
32%
27%
54%
21%
37%
30%
57%
47%
15%
12%
11%
Rating
scale
0% of "4" on 1-5
20%
42%
38%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very
80%
100%
Q12a: 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: the number of rest areas and welcome centers?
Pulsar Advertising
164
Southeastern Institute of Research
Residents of Northern Virginia Are Least Likely to Be
Satisfied with the Condition of Rest Areas and
Welcome Centers
Bristol
Lynchburg
37%
32%
42%
38%
29%
Staunton
39%
26%
Salem
44%
37%
65%
63%
61%
24%
41%
20%
Fredericksburg
42%
17%
38%
Rating
scale
0% of "4" on 1-5
20%
67%
19%
Culpeper
Northern Virginia
68%
26%
Hampton Roads
Richmond
69%
16%
61%
59%
54%
Rating
scale -- Very80%
satisfied
40% of "5" on 1-5
60%
100%
Q12b: 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: the condition of rest areas and welcome centers?
Pulsar Advertising
165
Southeastern Institute of Research
Residents of Bristol, Lynchburg, and Staunton Are
Most Satisfied with the Amenities at Rest Areas
Bristol
38%
Lynchburg
39%
24%
63%
Staunton
40%
23%
63%
Salem
Hampton Roads
Richmond
Culpeper
Fredericksburg
Northern Virginia
29%
36%
55%
24%
38%
55%
17%
36%
54%
18%
38%
53%
15%
34%
Rating
scale
0% of "4" on 1-520%
56%
20%
31%
11%
67%
45%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very80%
100%
Q12c: 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: the amenities available at rest areas?
Pulsar Advertising
166
Southeastern Institute of Research
Northern Virginians Are Least Likely to Be Satisfied
with the Traveler Information Available at Rest Areas
Bristol
Staunton
41%
38%
43%
79%
75%
32%
70%
Lynchburg
37%
Culpeper
36%
31%
67%
Hampton Roads
37%
30%
67%
Salem
Fredericksburg
33%
34%
39%
Richmond
34%
Northern Virginia
34%
Rating
scale
0% of "4" on 1-5
20%
65%
31%
63%
24%
60%
26%
18%
52%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very
80%
100%
Q12c: 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: the traveler information available at rest areas?
Pulsar Advertising
167
Southeastern Institute of Research
Satisfaction with the Cleanliness of Rest Areas and
Welcome Centers Ranges from a Low of 52% in
Northern Virginia to 68% in Bristol and Staunton
Bristol
34%
34%
Staunton
40%
Hampton Roads
39%
Lynchburg
38%
Fredericksburg
68%
68%
28%
66%
27%
65%
27%
47%
61%
14%
Salem
36%
22%
58%
Culpeper
36%
22%
58%
Richmond
Northern Virginia
38%
17%
40%
Rating
0% of "4" on 1-5
20%
scale
12%
55%
52%
Rating
40% of "5" on 1-5
60%scale -- Very
80%
satisfied
100%
Q12c: 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: the cleanliness of rest areas and welcome centers?
Pulsar Advertising
168
Southeastern Institute of Research
Satisfaction with the Safety of Rest Areas and
Welcome Centers Is Highest in Staunton and Bristol –
It Is Lowest in Fredericksburg
Staunton
40%
Bristol
38%
Hampton Roads
37%
Salem
Culpeper
Lynchburg
Richmond
Fredericksburg
63%
25%
58%
21%
35%
21%
40%
31%
56%
13%
55%
23%
34%
18%
36%
13%
Rating
scale
0% of "4" on 1-5
20%
56%
16%
42%
Northern Virginia
64%
24%
54%
52%
49%
Rating
1-5 scale -- Very
satisfied
40% of "5" on 60%
80%
100%
Q12f: 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: the safety of rest areas and welcome centers?
Pulsar Advertising
169
Southeastern Institute of Research
Residents of All Districts Are Relatively Satisfied with
the Signs Indicating Locations of Rest Areas and
Welcome Centers
Staunton
Bristol
Richmond
49%
87%
38%
40%
83%
43%
47%
81%
34%
Lynchburg
41%
39%
80%
Culpeper
42%
38%
80%
Salem
Fredericksburg
39%
45%
Hampton Roads
39%
Northern Virginia
39%
Rating
scale
0% of "4" on 1-5
20%
79%
40%
76%
31%
34%
30%
73%
69%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very80%
100%
Q12g: 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: the signs indicating locations of rest areas and welcome centers?
Pulsar Advertising
170
Southeastern Institute of Research
Satisfaction with VDOT:
Litter Removal
Pulsar Advertising
171
Southeastern Institute of Research
In Regard to Litter Removal, Residents Are Least
Satisfied with the Appearance of Construction Sites
Appearance of plants,
grasses and flowers
Data weighted
to be
representative
of Virginia
population.
41%
Frequency of mowing
37%
Frequency of litter
removal
36%
Weed control
35%
Appearance of
construction sites
67%
26%
55%
18%
52%
16%
16%
32%
12%
Rating0%
of "4" on 1-520%
scale
They are
most
satisfied
with the
appearance
of plants,
grasses and
flowers
along
roadsides.
51%
44%
40%of "5" on 1-5
60%
80%
Rating
scale -- Very
satisfied
100%
Q13: How satisfied are you with:
Pulsar Advertising
172
Southeastern Institute of Research
In Most Districts, Satisfaction with Litter Removal Is
about 50% or Lower
43%
Staunton
Culpeper
36%
Northern Virginia
Bristol
35%
Hampton Roads
34%
Richmond
Fredericksburg
13%
29%
24%
18%
16%
32%
17%
34%
28%
14%
13%
0% of "4" on 1-5
20%scale
Rating
65%
Staunton is the
exception.
54%
18%
41%
Salem
Lynchburg
22%
54%
53%
53%
50%
49%
48%
41%
40% of "5" on 60%
80%
Rating
1-5 scale -- Very
satisfied
100%
Q13a: How satisfied are you with: frequency of litter removal and clean-up on the
roads and highways of Virginia?
Pulsar Advertising
173
Southeastern Institute of Research
All Districts Seem to Be Relatively Satisfied with
the Appearance of Plants, Grasses, and Flowers
along the Roadsides
48%
Staunton
45%
Culpeper
Salem
Bristol
Richmond
40%
75%
35%
34%
73%
39%
44%
23%
39%
26%
Northern Virginia
40%
23%
Hampton Roads
41%
21%
38%
Rating
scale
0%of "4" on 1-520%
77%
32%
Lynchburg
Fredericksburg
84%
36%
23%
67%
65%
63%
62%
61%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very80%
100%
Q13b: How satisfied are you with: appearance of plants, grasses and flowers along
roadsides across Virginia?
Pulsar Advertising
174
Southeastern Institute of Research
With the Exception of Staunton, Satisfaction with
Weed Control Is Only at about 50% or Lower
45%
Staunton
Hampton Roads
Salem
Bristol
Richmond
22%
38%
Northern Virginia
33%
Lynchburg
31%
Fredericksburg
30%
53%
24%
36%
33%
53%
18%
29%
Culpeper
53%
15%
35%
52%
16%
51%
18%
48%
15%
16%
12%
Rating
0% of "4" on 1-5
20%scale
67%
47%
42%
Rating
1-5 scale -- Very
satisfied
40% of "5" on 60%
80%
100%
Q13c: How satisfied are you with: weed control along roadsides?
Pulsar Advertising
175
Southeastern Institute of Research
Staunton Also Posts the Highest Level of
Satisfaction with the Frequency of Mowing
44%
Staunton
Hampton Roads
38%
58%
20%
Bristol
31%
25%
Salem
32%
22%
Northern Virginia
66%
22%
40%
56%
54%
54%
14%
Richmond
36%
17%
53%
Culpeper
37%
15%
52%
Lynchburg
Fredericksburg
28%
19%
34%
13%
Rating
1-5 scale
0% of "4" on 20%
47%
47%
Rating
1-5 scale -- Very
40% of "5" on60%
80%satisfied
100%
Q13d: How satisfied are you with: frequency of mowing along roadsides?
Pulsar Advertising
176
Southeastern Institute of Research
Satisfaction with the Appearance of Road
Construction Sites Ranges from a High of 61% in
Staunton to a Low of 35% in Northern Virginia
47%
Staunton
Bristol
36%
20%
Salem
37%
17%
Lynchburg
35%
Culpeper
37%
Richmond
36%
Fredericksburg
Hampton Roads
Northern Virginia
16%
12%
12%
33%
8%
30%
24%
61%
14%
9%
11%
Rating
0% of "4" on 1-5
20%scale
56%
54%
51%
49%
48%
41%
39%
35%
Rating
1-5 scale -- Very
satisfied
40% of "5" on 60%
80%
100%
Q13e: How satisfied are you with: appearance of road and highway construction
sites?
Pulsar Advertising
177
Southeastern Institute of Research
Satisfaction with VDOT:
Budget
Pulsar Advertising
178
Southeastern Institute of Research
Satisfaction Levels for All Measures of
Budget Management Are Low
Data weighted
to be
representative
of Virginia
population.
Building projects that
are solutions to
community needs
Completing projects
on time
Developing budgets
that give priority to
important projects
Completing projects
on budget
25%
7%
22%
20%
18%
28%
6%
26%
6%
6%
32%
24%
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
179
Southeastern Institute of Research
Levels of Satisfaction with VDOT in Regard to
Completing Projects on Time Are Low Across All
Districts – Especially Hampton Roads, Fredericksburg,
and Richmond
33%
Staunton
Lynchburg
26%
Bristol
26%
Salem
Northern Virginia
Richmond
22%
Hampton Roads
18%
16%
37%
11%
32%
12%
6% 31%
25%
23%
42%
41%
15%
20%
Culpeper
Fredericksburg
9%
7%
30%
3% 25%
3% 21%
4% 20%
20%
Rating 0%
of "4" on 1-5 scale
40% of "5" on 1-5
60%
Rating
scale -- Very80%
satisfied
100%
Q14a: How satisfied are you with VDOT in regard to: completing projects on time?
Pulsar Advertising
180
Southeastern Institute of Research
Levels of Satisfaction with VDOT in Regard to
Completing Projects on Budget Are Quite Low Across
All Districts
Lynchburg
22%
26%
Staunton
Bristol
Salem
11%
10%
19%
5% 24%
Northern Virginia
20%
4% 24%
17%
33%
25%
Culpeper
Richmond
34%
8%
22%
15%
34%
12%
3% 20%
Hampton Roads
14%
5%
19%
Fredericksburg
15%
4%
19%
Rating
scale
0% of "4" on 1-5
20%
Rating
satisfied
40% of "5" on 1-5
60%scale -- Very80%
100%
Q14b: How satisfied are you with VDOT in regard to: completing projects on budget?
Pulsar Advertising
181
Southeastern Institute of Research
Residents of Virginia in All Districts Are Concerned
that VDOT Is Not Building Projects That Are
Appropriate Solutions to Community Needs
36%
Bristol
32%
Lynchburg
Staunton
28%
Culpeper
27%
Richmond
Northern Virginia
Hampton Roads
Fredericksburg
13%
45%
7%
43%
36%
Salem
36%
9%
31%
8%
21%
6%
27%
4% 27%
23%
17%
39%
11%
23%
48%
12%
6%
23%
Rating
0%of "4" on 1-520%
scale
Rating
40% of "5" on 1-5
60%
scale -- Very80%
satisfied
100%
Q14c: How satisfied are you with VDOT in regard to: building projects that are
appropriate solutions to community needs?
Pulsar Advertising
182
Southeastern Institute of Research
Regardless of the District, Virginia Residents Are Not
Satisfied that VDOT Gives Priority to the Most
Important Projects
29%
Staunton
9%
24%
Lynchburg
Bristol
21%
Salem
20%
Culpeper
21%
32%
11%
31%
11%
4% 25%
19%
4% 23%
Northern Virginia
19%
4% 23%
Hampton Roads
18%
12%
35%
11%
Richmond
Fredericksburg
38%
2% 20%
4% 16%
Rating
0% of "4" on 1-5
20%scale
Rating
40% of "5" on 1-5
60%scale -- Very
80%
satisfied
100%
Q14d: How satisfied are you with VDOT in regard to: developing budgets that give
priority to the most important projects and expenditures?
Pulsar Advertising
183
Southeastern Institute of Research
Opinion Leaders
Pulsar Advertising
184
Southeastern Institute of Research
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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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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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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