{"id":2362,"date":"2023-01-05T15:18:24","date_gmt":"2023-01-05T23:18:24","guid":{"rendered":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/?post_type=engagement&#038;p=2362"},"modified":"2023-07-26T08:58:22","modified_gmt":"2023-07-26T15:58:22","slug":"ministry-of-transportationcustomer-satisfaction-survey","status":"publish","type":"engagement","link":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/ministry-of-transportationcustomer-satisfaction-survey\/","title":{"rendered":"Ministry of Transportation and Infrastructure Customer Satisfaction Survey"},"content":{"rendered":"\n<div class=\"wp-block-group engage-banner has-background\" style=\"background-color:#fbda80\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<h2 class=\"wp-block-heading\">Engagement was open July 5 to September 30, 2021<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<div class=\"wp-block-buttons is-horizontal is-content-justification-center is-nowrap is-layout-flex wp-container-core-buttons-is-layout-1 wp-block-buttons-is-layout-flex\"><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cover\" style=\"min-height:564px;aspect-ratio:unset;\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim-0 has-background-dim\"><\/span><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" class=\"wp-block-cover__image-background wp-image-2427\" alt=\"\" src=\"https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/01\/50328332647_a35245571f_k.jpg\" style=\"object-position:54% 49%\" data-object-fit=\"cover\" data-object-position=\"54% 49%\" srcset=\"https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/01\/50328332647_a35245571f_k.jpg 1920w, https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/01\/50328332647_a35245571f_k-300x169.jpg 300w, https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/01\/50328332647_a35245571f_k-1024x576.jpg 1024w, https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/01\/50328332647_a35245571f_k-768x432.jpg 768w, https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/01\/50328332647_a35245571f_k-1536x864.jpg 1536w, https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/01\/50328332647_a35245571f_k-1200x675.jpg 1200w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-text-align-center has-large-font-size\"><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-engagement-container\"><div class=\"engagement-page\"><div class=\"engagement-content-wrapper\"><h1 class=\"engagement-title-banner \" style=\"background-image: url(https:\/\/engage.gov.bc.ca\/app\/themes\/bcgov-engagement\/dist\/images\/blue-curve-bg.svg)\">Ministry of Transportation and Infrastructure Customer Satisfaction Survey<\/h1>\n<div class=\"wp-block-engagement-content\"><bcgov-breadcrumb>\n        <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\">Home<\/a>\n                      <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/\">Engagement Opportunities<\/a> \n                  <span>\n        Ministry of Transportation and Infrastructure Customer Satisfaction Survey\n  <\/span>\n  <div style=\"display: flex\" slot=\"breadcrumb-extra\">\n      <\/div>\n  <\/bcgov-breadcrumb>\n\n\n\n<div class=\"wp-block-govtogether-engagement-header\"><div class=\"text-column\">\n<h2 class=\"wp-block-heading\">On this page&#8230;<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#summary\" title=\"\">Engagement Summary<\/a><\/li>\n\n\n\n<li><a href=\"#results\" title=\"\">Results<\/a><\/li>\n<\/ul>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Overview<\/h2>\n\n\n\n<p><strong>Who: <\/strong>The Ministry of Transportation and Infrastructure<\/p>\n\n\n\n<p><strong>What: <\/strong>Annual ministry survey (Discontinued)<\/p>\n\n\n\n<p><strong>Where:<\/strong> Province-wide<\/p>\n\n\n\n<p><strong>Why:<\/strong> To identify areas of opportunity and improve the ministries current services<\/p>\n\n\n\n<p><strong>How: <\/strong>Online<\/p>\n\n\n<div class=\"taxonomy-engagement_category wp-block-post-terms\"><span class=\"wp-block-post-terms__prefix\"><strong>Category: <\/strong><\/span><a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement_category\/transportation\/\" rel=\"tag\">Transportation<\/a><\/div><\/div><div class=\"image-column\"><span role=\"img\" aria-label=\"\" class=\"engagement-image\" style=\"background-image:url(https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/01\/50196213286_0c8315e6bc_k.jpg);background-position:52% 60%\"><\/span><\/div><\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns more-padding-top is-layout-flex wp-container-core-columns-is-layout-2 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<h2 class=\"wp-block-heading\" id=\"summary\">Engagement Summary<\/h2>\n\n\n\n<p>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. <\/p>\n\n\n\n<p>The survey focused on six core drivers of customer satisfaction: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Fairness<\/li>\n\n\n\n<li>Staff Knowledge<\/li>\n\n\n\n<li>Timeliness<\/li>\n\n\n\n<li>Accessibility <\/li>\n\n\n\n<li>Staff Respect and Courtesy <\/li>\n\n\n\n<li>Information<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\"><\/div>\n<\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"results\">Results<\/h2>\n\n\n\n<p>Results of the 2021 survey revealed:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The ministry was slightly below its target Customer Satisfaction Score target (3.9\/5).<\/li>\n\n\n\n<li>Nearly 58% of respondents rated that they were either \u201cSatisfied\u201d (4) or \u201cVery Satisfied\u201d (5) with the customer service they experienced in their interaction with the ministry.<\/li>\n\n\n\n<li>The ministry answered 78% of phone calls and voicemails within one business day. <br><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-black-color has-white-background-color has-text-color has-background\"><tbody><tr><td>Performance Measures<\/td><td>2014<\/td><td>2015<\/td><td>2016<\/td><td>2017<\/td><td>2018<\/td><td>2019<\/td><td>2020<\/td><td>2021<\/td><\/tr><tr><td>Target Customer Satisfaction Score (out of 5)<\/td><td>4.10<\/td><td>4.10<\/td><td>4.10<\/td><td>4.10<\/td><td>4.10<\/td><td>4.10<\/td><td>N\/A<\/td><td>4.10<\/td><\/tr><tr><td>Actual Customer Satisfaction Score (out of 5)<\/td><td>4.15<\/td><td>4.11<\/td><td>4.13<\/td><td>4.26<\/td><td>4.11<\/td><td>4.15<\/td><td>N\/A<\/td><td>3.90<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>NOTE<\/strong>: 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.<\/p>\n\n\n\n<p>Since this survey began, the ministry heard a lot about what matters regarding transportation, including some key themes about:<strong>&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Summer and winter maintenance<\/li>\n\n\n\n<li>Commercial vehicle safety and enforcement<\/li>\n\n\n\n<li>Online services and application processes<\/li>\n\n\n\n<li>Highway signage and line markings<\/li>\n\n\n\n<li>Highway improvements<\/li>\n\n\n\n<li>Traffic management<\/li>\n\n\n\n<li>Rest areas<\/li>\n\n\n\n<li>Overall condition of the pavement <\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>The Ministry of Transportation and Infrastructure has many options to share your opinions and experiences. Please see the <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/transportation-hub\/\" title=\"govtogetherbc Transportation Hub\">govtogetherbc Transportation Hub<\/a> for upcoming engagement opportunities and links to our social media platforms. Or <a href=\"https:\/\/www2.gov.bc.ca\/gov\/content\/governments\/organizational-structure\/ministries-organizations\/ministries\/transportation-and-infrastructure\/ministry-contacts\" title=\"contact our business areas directly\">contact our business areas directly<\/a>.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Related engagements<\/h2>\n\n\n<div class=\"related-engagements\">\n                                    <div class=\"govtogether-engagement-card\" aria-label=\"Engagement title: Kamloops Area Transportation Study. Categories: Transportation. Status: Closed with results.\">\n            <div class=\"card-header\">\n\n                <div class=\"engagement-status status-closed with results\">\n                                            Closed with results                                     <\/div>\n\n                <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/kamloops-area-transportation-study-2\/\" class=\"engagement-title\">\n                        Kamloops Area Transportation Study                <\/a>\n\n                <div class=\"engagement-categories\">\n                                                                        <span class=\"category-pill\">Transportation<\/span>\n                                                            <\/div>\n                \n            <\/div>\n\n            <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/kamloops-area-transportation-study-2\/\" class=\"card-image-container\">\n                <img decoding=\"async\" class=\"engagement-thumbnail\" src=\"https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/02\/KamloopsTran1.jpg\" \/>\n            <\/a>\n\n        <\/div>\n                                    <div class=\"govtogether-engagement-card\" aria-label=\"Engagement title: Fraser River Tunnel. Categories: Transportation. Status: Closed with results.\">\n            <div class=\"card-header\">\n\n                <div class=\"engagement-status status-closed with results\">\n                                            Closed with results                                     <\/div>\n\n                <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/fraser-river-tunnel\/\" class=\"engagement-title\">\n                        Fraser River Tunnel                <\/a>\n\n                <div class=\"engagement-categories\">\n                                                                        <span class=\"category-pill\">Transportation<\/span>\n                                                            <\/div>\n                \n            <\/div>\n\n            <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/fraser-river-tunnel\/\" class=\"card-image-container\">\n                <img decoding=\"async\" class=\"engagement-thumbnail\" src=\"https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/11\/Building-FRTP_Step-8.jpg\" \/>\n            <\/a>\n\n        <\/div>\n                                    <div class=\"govtogether-engagement-card\" aria-label=\"Engagement title: Surrey Langley SkyTrain. Categories: Transportation. Status: Closed with results.\">\n            <div class=\"card-header\">\n\n                <div class=\"engagement-status status-closed with results\">\n                                            Closed with results                                     <\/div>\n\n                <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/surrey-langley-skytrain\/\" class=\"engagement-title\">\n                        Surrey Langley SkyTrain                <\/a>\n\n                <div class=\"engagement-categories\">\n                                                                        <span class=\"category-pill\">Transportation<\/span>\n                                                            <\/div>\n                \n            <\/div>\n\n            <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/surrey-langley-skytrain\/\" class=\"card-image-container\">\n                <img decoding=\"async\" class=\"engagement-thumbnail\" src=\"https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/01\/SurreyLangleySkytrain.jpg\" \/>\n            <\/a>\n\n        <\/div>\n                                    <div class=\"govtogether-engagement-card\" aria-label=\"Engagement title: Uptown Transit-Oriented Development. Categories: Transportation. Status: Closed with results.\">\n            <div class=\"card-header\">\n\n                <div class=\"engagement-status status-closed with results\">\n                                            Closed with results                                     <\/div>\n\n                <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/uptown-transit-oriented-development\/\" class=\"engagement-title\">\n                        Uptown Transit-Oriented Development                <\/a>\n\n                <div class=\"engagement-categories\">\n                                                                        <span class=\"category-pill\">Transportation<\/span>\n                                                            <\/div>\n                \n            <\/div>\n\n            <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/uptown-transit-oriented-development\/\" class=\"card-image-container\">\n                <img decoding=\"async\" class=\"engagement-thumbnail\" src=\"https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2024\/07\/Uptown-Transit-Rendering-scaled.jpg\" \/>\n            <\/a>\n\n        <\/div>\n                                    <div class=\"govtogether-engagement-card\" aria-label=\"Engagement title: Catalytic Converter Theft. Categories: Law and Public Safety, Transportation. Status: Closed.\">\n            <div class=\"card-header\">\n\n                <div class=\"engagement-status status-closed\">\n                                            Closed                                     <\/div>\n\n                <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/catalytic-converter-theft\/\" class=\"engagement-title\">\n                        Catalytic Converter Theft                <\/a>\n\n                <div class=\"engagement-categories\">\n                                                                        <span class=\"category-pill\">Law and Public Safety<\/span>\n                                                    <span class=\"category-pill\">Transportation<\/span>\n                                                            <\/div>\n                \n            <\/div>\n\n            <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/catalytic-converter-theft\/\" class=\"card-image-container\">\n                <img decoding=\"async\" class=\"engagement-thumbnail\" src=\"https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/05\/Catalytic-Converter-Theft-converter-small.png\" \/>\n            <\/a>\n\n        <\/div>\n                                    <div class=\"govtogether-engagement-card\" aria-label=\"Engagement title: Specialty Licence Plates Program Expansion. Categories: Transportation. Status: Closed.\">\n            <div class=\"card-header\">\n\n                <div class=\"engagement-status status-closed\">\n                                            Closed                                     <\/div>\n\n                <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/specialty-licence-plates\/\" class=\"engagement-title\">\n                        Specialty Licence Plates Program Expansion                <\/a>\n\n                <div class=\"engagement-categories\">\n                                                                        <span class=\"category-pill\">Transportation<\/span>\n                                                            <\/div>\n                \n            <\/div>\n\n            <a href=\"https:\/\/engage.gov.bc.ca\/govtogetherbc\/engagement\/specialty-licence-plates\/\" class=\"card-image-container\">\n                <img decoding=\"async\" class=\"engagement-thumbnail\" src=\"https:\/\/engage.gov.bc.ca\/app\/uploads\/sites\/121\/2023\/12\/Specialty-Plates1.jpg\" \/>\n            <\/a>\n\n        <\/div>\n    <\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-govtogether-engagement-header\"><div class=\"text-column\">\n<h2 class=\"wp-block-heading\"><\/h2>\n\n\n\n<p><\/p>\n<\/div><div class=\"image-column\"><\/div><\/div>\n","protected":false},"featured_media":2427,"parent":0,"menu_order":0,"template":"","engagement_category":[307],"engagement_region":[192],"engagement_status":[207],"engagement_pin_group":[],"class_list":["post-2362","engagement","type-engagement","status-publish","has-post-thumbnail","hentry","engagement_category-transportation","engagement_region-province-wide","engagement_status-closed-with-results"],"acf":[],"aioseo_notices":[],"pinned_engagement_toggle":false,"_links":{"self":[{"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/engagement\/2362","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/engagement"}],"about":[{"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/types\/engagement"}],"version-history":[{"count":4,"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/engagement\/2362\/revisions"}],"predecessor-version":[{"id":67496,"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/engagement\/2362\/revisions\/67496"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/media\/2427"}],"wp:attachment":[{"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/media?parent=2362"}],"wp:term":[{"taxonomy":"engagement_category","embeddable":true,"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/engagement_category?post=2362"},{"taxonomy":"engagement_region","embeddable":true,"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/engagement_region?post=2362"},{"taxonomy":"engagement_status","embeddable":true,"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/engagement_status?post=2362"},{"taxonomy":"engagement_pin_group","embeddable":true,"href":"https:\/\/engage.gov.bc.ca\/govtogetherbc\/wp-json\/wp\/v2\/engagement_pin_group?post=2362"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}