Ministry of Transportation and Infrastructure Customer Satisfaction Survey
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Overview
Who: The Ministry of Transportation and Infrastructure
What: Annual ministry survey (Discontinued)
Where: Province-wide
Why: To identify areas of opportunity and improve the ministries current services
How: Online
Engagement Summary
The Ministry of Transportation and Infrastructure annually invited the public to complete a brief annual survey regarding the services that it provides. Everyone who uses our roads, highways and ports were asked to participate and provide a customer satisfaction score alongside a rating 18 services provided by the ministry.
The survey focused on six core drivers of customer satisfaction:
- Fairness
- Staff Knowledge
- Timeliness
- Accessibility
- Staff Respect and Courtesy
- Information
Results
Results of the 2021 survey revealed:
- The ministry was slightly below its target Customer Satisfaction Score target (3.9/5).
- Nearly 58% of respondents rated that they were either “Satisfied” (4) or “Very Satisfied” (5) with the customer service they experienced in their interaction with the ministry.
- The ministry answered 78% of phone calls and voicemails within one business day.
| Performance Measures | 2014 | 2015 | 2016 | 2017 | 2018 | 2019 | 2020 | 2021 |
| Target Customer Satisfaction Score (out of 5) | 4.10 | 4.10 | 4.10 | 4.10 | 4.10 | 4.10 | N/A | 4.10 |
| Actual Customer Satisfaction Score (out of 5) | 4.15 | 4.11 | 4.13 | 4.26 | 4.11 | 4.15 | N/A | 3.90 |
NOTE: The 2020 Customer Satisfaction Survey was deferred to 2021, due to the demands and uncertainty of the COVID-19 pandemic, and ongoing impacts of COVID-19 travel restrictions. This creates a gap in reporting, with no results shown for 2020. The survey was discontinued after 2021.
Since this survey began, the ministry heard a lot about what matters regarding transportation, including some key themes about:
- Summer and winter maintenance
- Commercial vehicle safety and enforcement
- Online services and application processes
- Highway signage and line markings
- Highway improvements
- Traffic management
- Rest areas
- Overall condition of the pavement
The Ministry of Transportation and Infrastructure has many options to share your opinions and experiences. Please see the govtogetherbc Transportation Hub for upcoming engagement opportunities and links to our social media platforms. Or contact our business areas directly.
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