Customer Satisfaction

Goal: Provide Great Customer Service

Objective: Achieve an overall customer service satisfaction result of 70-85 percent or more.

Performance measure: Customer satisfaction survey score

Data frequency: Annually (2022)

Lower satisfaction this year likely due to survey changes, negative media coverage, and severe storms

The N.C. Department of Transportation measures its goal of providing GREAT customer service using a survey to determine objectively the perceptions and level of satisfaction of North Carolina residents about North Carolina's transportation services.

Administered by North Carolina State University's Institute for Transportation Research and Education, the survey is grouped into eight core transportation services: motor vehicle transportation (highway), bicycle, pedestrian, transit (local bus), passenger rail, ferry, aviation, and the Division of Motor Vehicles.

Annual customer survey reports can be found here.

Data updated annually