Pulsar Advertising Southeastern Institute of Research 1 Customer Satisfaction Study Wave II April 2008 Southeaste rn Institute of Research Part of Pulsar Advertising Contract Team Draft #1
Draft #1. Southeastern Institute of Research. Customer Satisfaction Study Wave II. April 2008. Part of Pulsar Advertising Contract Team. Objectives & Methodology. Objectives. - PowerPoint PPT Presentation
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Slide 1*
Draft #1
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Objectives
This research is designed to track and monitor the perceptions and
responses of Virginia residents in regard to VDOT.
Specific objectives include:
Monitor residents’ expectations and perceptions of VDOT on critical
issues across all areas of Virginia
Provide guidance for VDOT’s outreach communications program across
the state
Monitor perceptions of VDOT across the state
Monitor changes in perceptions over time
*
*
Random telephone survey conducted across Virginia
Designed to track key measures of contact, familiarity,
satisfaction, and trust of VDOT
Survey includes “diagnostic” questions to understand the nature of
the contact
Interviews conducted with 1,800 residents of the Commonwealth
Sample of 200 in each of VDOT’s nine Districts
Wave II Interviews were conducted January/February 2008
Wave I interviews were conducted in May 2007 – one year after the
previous wave of the Omnibus
*
*
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.
*
*
Methodology
Note: In order to make appropriate comparisons with 2006 data, the
“total” sample reported for 2006 has also been weighted.
Weighting Rational for 2007 and 2008 Samples
District
Designed proportion of sample
Weighted proportion of sample
*
Methodology
For some measures in this study, comparable data are available from
2006. In those instances, the results from the three waves of data
are compared statistically to determine if there is statistical
evidence that there is a difference over the three years – and,
thus, that the difference is not due to chance.
A red asterisk (*) is used to indicate that the difference between
2008 and 2007 is statistically significant.
A red carrot (^) is used to indicate that the difference between
2007 and 2006 is statistically significant.
*
*
*
Satisfaction with VDOT: Functional Areas
Contact with VDOT
*
*
Familiarity
Favorability
(Satisfaction)
Trust
*
*
Even Though a Slight Drop in the Level of Contact Is Reported in
this Wave, Most Residents of Virginia Report that They Have Had
Some Form of Contact with VDOT Over the Past Year
Q15: Tell me, in which of the following ways have you come into
contact with VDOT during the past year?
*
^
*
*
About Half of the Residents of Virginia Are Familiar with VDOT and
the Work It Does
Q5: Overall, how familiar would you say you are with VDOT and the
work it does?
About half (47%) say that they are familiar with VDOT.
18% are not familiar with VDOT and its work.
Data weighted to be representative of Virginia population.
*
*
Familiarity with VDOT Has Remained Stable over the Past Few
Years
Q5: Overall, how familiar would you say you are with VDOT and the
work it does?
Data weighted to be representative of Virginia population.
47% in 2006
46% in 2007
47% in 2008
*
The Highest Level of Familiarity Is Posted for Bristol, at 58%; The
Lowest Level Is Reported at 41% in Fredericksburg
58%
47%
46%
Q5: Overall, how familiar would you say you are with VDOT and the
work it does?
54%
48%
46%
44%
43%
41%
*
Familiarity Has Not Changed Significantly Across Any of the
Districts
NOTE: Percentages indicate those rating their familiarity a “4” or
a “5.”
Q5: Overall, how familiar would you say you are with VDOT and the
work it does?
*
*
Nearly Half of Virginians Are Satisfied with VDOT
Q6: Thinking about VDOT overall, how satisfied are you with VDOT
overall?
Data weighted to be representative of Virginia population.
44%
*
After Improving from 2006 to 2007, Satisfaction with VDOT Has
Remained
Steady Over the Past Year
Q6: Thinking about VDOT overall, how satisfied are you with VDOT
overall?
39% in 2006 vs. 47% in 2007 – a statistically significant
increase.
Satisfaction remained constant from 2007 to 2008.
Data weighted to be representative of Virginia population.
*
*
Satisfaction Runs from a High of 66% in Lynchburg to a Low of 33%
in Hampton Roads
66%
59%
59%
48%
47%
33%
54%
54%
39%
*
*
Satisfaction with VDOT Has Increased Significantly in
Fredericksburg; It Has Decreased Significantly in Staunton
NOTE: Percentages indicate those rating their overall satisfaction
a “4” or a “5.”
Q6: Thinking about VDOT overall, how satisfied are you with VDOT
overall?
^
^
^
*
*
*
*
45% of Virginians Say That They Trust VDOT to Do the “Right Thing”
for the People of Virginia
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?
45%
*
*
Following an Increase in 2007, Trust in VDOT Has Remained Stable
over the Past Year
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?
Trust increased from 37% in 2006 to 44% in 2007 – a statistically
significant increase.
Trust remained constant from 2007 to 2008.
Data weighted to be representative of Virginia population.
*
*
Satisfaction Plays an Important Role in the Development of
Trust
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?
83%
“Satisfied” rated their overall satisfaction with VDOT “4” or “5”
on a 1-5 scale. “Not Satisfied” rated it “1,” “2,” or “3.”
14%
*
*
Trust Is Highest in Lynchburg (64%) and Lowest in Hampton Roads
(34%)
64%
48%
34%
51%
54%
51%
44%
53%
42%
*
*
No Significant Improvements in Trust Are Posted for Any of the
Districts over the Past Year
NOTE: Percentages indicate those rating their trust a “4” or a
“5.”
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?
^
^
^
^
*
*
90%*
Familiarity
47%
Favorability
(Satisfaction)
44%
Trust
45%
*
*
Conclusion & Implication
Conclusion: While a decrease in contact with VDOT is posted in this
wave of research, overall contact with VDOT remains high. About 9
out of 10 Virginia residents have had some form of contact with
VDOT over the past year. Levels of familiarity, satisfaction and
trust have not changed significantly this wave – although a few
significant changes are posted for certain individual
Districts.
*
*
*
*
VDOT’s Most Favorable Satisfaction Ratings – Tier 1 – Tend to be
for Physical and Material Components of the Roadways Rather than
for Planning and Management
Q4: How satisfied are you with VDOT in regard to:
67%
60%
58%
59%
50%
46%
45%
45%
41%
32%
27%
26%
26%
Tier 1: Highest satifactaionratings
*
*
Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
*
* 2008 differs significantly from 2007 at a 95% confidence
level
Tier 1: Highest satifactaionratings
*
Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
Satisfaction Levels of These Tier 2 Attributes Have Not Changed
Since the Last Wave
Tier 2: Moderate satisfaction ratings
NA
NA
*
Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
No Significant Changes Are Posted for Tier 3 Attributes
Tier 3: Lowest satisfaction ratings
*
*
Rest Areas and Welcome Centers
Rest Areas and Welcome Centers Earn Higher Levels of Satisfaction
in Bristol, Lynchburg, Fredericksburg, Hampton Roads and
Richmond
Q4h: How satisfied are you with VDOT in regard to the rest areas
and welcome centers along the roads and highways in Virginia?
75%
74%
72%
63%
63%
62%
70%
71%
62%
*
Rest Areas and Welcome Centers
Improvement for the Statewide Rating of Rest Areas and Welcome
Centers Is Driven by Significant Improvements among Residents in
Fredericksburg and Hampton Roads
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
*
*
*
*
Cleanliness of the Highways and Roadways
Residents of Salem Post the Highest Levels of Satisfaction with
Cleanliness of Highways and Roadways, Followed Closely by Staunton
and Northern Virginia
Q4j: How satisfied are you with VDOT in regard to overall
cleanliness of highways and roadways in Virginia?
67%
64%
64%
58%
57%
52%
58%
60%
54%
*
Cleanliness of the Highways and Roadways
*
* 2008 differs significantly from 2007 at a 95% confidence
level
There is a slight, but not significant, increase in
Fredericksburg.
*
*
Signs and Pavement Markings
Residents of Staunton, Lynchburg, and Salem Are Most Satisfied with
Signs and Pavement Markings; Residents of Hampton Roads Are Least
Satisfied
Q4l: How satisfied are you with VDOT in regard to the signs and
pavement markings on Virginia’s roads and highways?
73%
71%
70%
64%
59%
49%
67%
68%
54%
*
Signs and Pavement Markings
Satisfaction with Signs and Pavement Markings Has Remained Stable
Over the Past Year in All Districts
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
*
*
Roadside Appearance
Residents of Staunton and Salem Tend to Be Most Satisfied with
Roadside Appearance
Q4k: How satisfied are you with VDOT in regard to the appearance of
the roadside along roads and highways in Virginia?
68%
65%
60%
58%
57%
52%
58%
59%
57%
*
Roadside Appearance
Satisfaction with Roadside Appearance Has Remained Stable Over the
Past Year in All Districts
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
*
*
Residents of Lynchburg and Bristol Post the
Most Favorable Satisfaction Scores for Safety
Q4m: How satisfied are you with VDOT in regard to the safety of
Virginia’s roads and highways?
63%
61%
55%
53%
51%
44%
54%
55%
45%
*
Safety of the Roads and Highways
Satisfaction with Road and Highway Safety Has Decreased in Staunton
and Northern Virginia and Increased in Fredericksburg
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
*
*
*
*
*
Communications
The Highest Levels of Satisfaction with Communications Are Posted
for Lynchburg and Salem; The Lowest Are Hampton Roads and
Culpeper
Q4f: How satisfied are you with VDOT in regard to communicating to
you, that is – keeping you informed about transportation changes
that impact you?
57%
54%
51%
46%
45%
40%
47%
49%
41%
*
Satisfaction with VDOT Communications
Has Not Changed Significantly in Any of The Districts Since Last
Year
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
Q4f: How satisfied are you with VDOT in regard to: Communicating to
you, that is – keeping you informed about transportation changes
that impact you?
^
*
*
Traffic Management and Incident Response
VDOT’s Highest Level of Satisfaction with Traffic Management and
Incident Response Is Posted for Salem; The Lowest Level Is in
Northern Virginia
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?
64%
59%
57%
46%
44%
32%
48%
54%
39%
*
Traffic Management and Incident Response
There Have Been No Significant Changes in any Districts over the
Past Couple of Years in Regard to
Satisfaction with Incident Response
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
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?
*
*
Quality of the Ride
The Highest Levels of Satisfaction with Quality of the Ride Are
Posted for Salem and Lynchburg; The Lowest Is in Hampton
Roads
Q4g: How satisfied are you with VDOT in regard to overall quality
of the ride experienced on the roads and highways of
Virginia?
64%
64%
60%
43%
42%
32%
57%
58%
41%
*
Quality of the Ride
Levels of Satisfaction with Quality of the Ride on Virginia
Highways and Roads Is Comparable to Last Year In All
Districts
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
*
*
Maintenance and Construction of Bridges
The Highest Level of Satisfaction with Bridges Is Reported for
Lynchburg, In Contrast to Hampton Roads which Has the Lowest
Satisfaction Level
Q4i: How satisfied are you with VDOT in regard to maintenance and
construction of bridges in Virginia?
55%
49%
47%
43%
40%
31%
46%
46%
39%
*
Satisfaction with Bridge Maintenance and Construction Has Decreased
in Several Districts, Although It Has Increased in
Fredericksburg
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
Q4i: How satisfied are you with VDOT in regard to maintenance and
construction of bridges in Virginia?
*
*
*
*
*
Lynchburg Residents Are More Likely than Residents in
Other Districts to Be Satisfied with VDOT’s Responsiveness to their
Needs and Preferences
Q4e: How satisfied are you with VDOT in regard to being responsive
to the needs and preferences of the citizens of Virginia?
53%
45%
44%
33%
32%
21%
37%
43%
29%
*
Satisfaction with VDOT’s Responsiveness Has Increased Significantly
in Fredericksburg and Decreased Significantly in Bristol
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
*
^
^
*
*
*
Satisfaction with Maintenance and Construction of Roadways and
Highways Is Fairly Low in All Districts, Especially 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?
39%
38%
36%
30%
26%
15%
31%
35%
22%
*
Maintenance and Construction of the Roadways & Highways
No Significant Changes Are Posted This Wave for Any of the
Districts in Regard to Maintenance and Construction of Roadways and
Highways
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
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?
^
^
*
*
Highest Levels of Satisfaction for VDOT
for Working with Communities to Plan for the Future Are Posted for
the More Rural, Less Densely Populated Areas: Lynchburg and
Bristol
Q4a: How satisfied are you with VDOT in regard to working with
communities, stakeholders and businesses to plan for Virginia’s
future transportation needs?
45%
42%
33%
27%
25%
17%
30%
32%
22%
*
Planning for Future Needs
No Significant Changes Are Posted from 2007 to 2008 for Any of the
Districts in Regard to “Planning for Future Needs”
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
Q4a: How satisfied are you with VDOT in regard to: Working with
communities, stakeholders, and businesses to plan for Virginia’s
future transportation needs?
^
*
*
Management of Public Funds
The Highest Levels of Satisfaction with VDOT’s Management of Public
Funds Are Posted for Bristol, Lynchburg, Salem, and Staunton;
Satisfaction Is Lowest in Hampton Roads
Q4d: How satisfied are you with VDOT in regard to management of
public funds in regard to the road and highway system in
Virginia?
42%
40%
34%
24%
23%
18%
27%
33%
23%
*
Management of Public Funds
Satisfaction with Management of Public Funds Has Remained Fairly
Stable Since the Last Wave of this Research with the Exception of
Fredericksburg Which Posts a Statistically Significant
Improvement
NOTE: Percentages indicate those rating their satisfaction a “4” or
a “5.”
Q4d: How satisfied are you with VDOT in regard to: Management of
public funds in regard to the road and highway system in
Virginia?
*
*
*
Conclusion & Implication
Conclusion: VDOT continues to perform most favorably on measures of
physical attributes and conditions of the roadways. In fact, the
only significant improvement posted statewide among the overall
measures is for one of these “physical” attributes: satisfaction
with rest areas and welcome centers. But, no statewide losses are
posted this wave on any of the overall measures.
*
*
Conclusion & Implication
Conclusion: Satisfaction ratings for VDOT continue to vary across
Districts. Some differences – sometimes positive, sometimes
negative – are posted for individual Districts. For example,
satisfaction with VDOT communications in Northern Virginia has
bounced back this wave after falling slightly in 2007. But,
satisfaction with communication continues to be down in Culpeper.
Satisfaction with construction and maintenance of bridges is down
this wave in Staunton and Salem, but it is up in
Fredericksburg.
*
*
*
Communications
In Regard to Communications, VDOT Is Rated Most Favorably for
Accuracy and Least Favorably for Amount of Information
Q7: Next, let’s think about some specific aspects of VDOT
communications and the information provided by VDOT. Again, please
tell me how satisfied you are with VDOT in regard to:
48%
46%
39%
41%
30%
*
Satisfaction with Usefulness of Information Has Increased
Significantly Since Last Wave
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:
Data weighted to be representative of Virginia population.
*
*
*
Slightly More than a Third Say They Have Received Sufficient
Information from VDOT
Q15a: Think about the amount of information you have received from
VDOT about transportation, planning, construction, and traffic
related issues. Would you say that you have received:
Data weighted to be representative of Virginia population.
39%
*
*
Maintenance
Residents Are Equally Likely to Be Satisfied with VDOT’s Regular
Maintenance of the Roadways and Its Response to Unexpected
Maintenance Needs
Q8: Overall, how satisfied are you with:
41%
40%
*
*
Maintenance
While Satisfaction with “Regular” Maintenance Has Remained Stable
Since the Last Wave of the Study, Satisfaction with Meeting
Unexpected Maintenance Needs Has Increased Significantly
Data weighted to be representative of Virginia population.
Q8: Overall, how satisfied are you with:
*
*
*
Quality of the Ride
On Measures of the Quality of the Ride, the Highest Level of
Satisfaction Is Posted for “Smoothness of Ride”
But, Other Measures of Quality of Ride Have Lower Levels of
Satisfaction
Q9: Now, think about the quality of the ride experienced on
Virginia roads and highways. How satisfied are you with:
49%
35%
30%
35%
*
*
Quality of the Ride
Satisfaction with Day-to-Day Flow of Traffic Has Increased
Significantly Since the Last Wave of Research
Q9: Now, think about the quality of the ride experienced on
Virginia roads and highways. How satisfied are you with:
*
*
*
Emergency Response
The Highest Levels of Satisfaction with VDOT in Regard to Emergency
Response Are Posted for Being Prepared for Inclement Weather and
Snow Removal; Satisfaction Is Somewhat Lower for Management of
Traffic during Incident Response
Q10: Based on your experience and perceptions, how satisfied are
you with VDOT in regard to:
61%
56%
45%
41%
52%
*
*
Emergency Response
Significant Improvements in Regard to Emergency Response Are Posted
for Two Measures: Timely Response to Traffic Incidents and Ability
to Resolve Traffic Incidents
Q10: Based on your experience and perceptions, how satisfied are
you with VDOT in regard to:
*
*
*
*
Signage and Pavement Markings
Readability and Visibility of Signs Receive the Highest Marks for
“Signage and Pavement Markings” Attributes, While Lighting Receives
the Lowest Rating
Q11: Think now about signage and pavement markings on Virginia
roadways and highways. How satisfied are you with:
72%
65%
63%
56%
64%
72%
62%
*
*
Signage and Pavement Markings
Satisfaction with Signage and Pavement Markings Has Remained Steady
Since Last Year
*
*
Rest Areas & Welcome Centers
Satisfaction with Rest Areas & Welcome Centers Is Highest for
“Signs Indicating Locations” and Lowest for “Number
Available”
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:
77%
64%
60%
53%
63%
68%
57%
*
*
Rest Areas & Welcome Centers
Significant Improvements Are Posted this Wave for the Condition and
Safety of Rest Areas and Welcome Centers and the Number
Available
*
*
*
*
*
Roadside Appearance
In Regard to Litter Removal, Residents Are Most Happy with the
Appearance of Plants, Grasses, and Flowers and Least Happy with the
Appearance of Construction Sites
Q13: How satisfied are you with:
68%
53%
49%
61%
*
*
Roadside Appearance
Significant Improvements Are Posted this Wave for Frequency of
Mowing and Appearance of Construction Sites
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:
*
*
*
*
Management of Public Funds
Satisfaction Levels for Measures of Budget Management Are Fairly
Low, Ranging from 23% for “Completing Projects on Budget” to 32%
for “Building Projects that Are Solutions to Community Needs”
Q14: Overall, how satisfied are you with VDOT in regard to:
32%
31%
23%
25%
*
*
Management of Public Funds
Although the Level of Satisfaction Is Still Quite Low for
“Completing Projects on Time,” A Statistically Significant Increase
Is Posted for this Wave
Q14: Overall, how satisfied are you with VDOT in regard to:
*
*
*
Quality of ride
.071
.210
.203
.081
.221
.324
.212
.108
.155
.076
.077
.111
.080
.054
.080
.268
.787
*
Quality of ride
.071
.210
.203
.081
.221
.324
.212
.108
.155
.076
.077
.111
.080
.054
.080
.268
.787
*
*
As Noted Earlier, Although the Level of Contact Has Decreased this
Wave, Nearly All Virginians Have Some Form of Contact with
VDOT
Q15: Tell me, in which of the following ways have you come into
contact with VDOT during the past year?
*
^
*
*
Significant Decreases in Contact Are Posted for Lynchburg, Hampton
Roads, Culpeper, Northern Virginia, Fredericksburg, and
Richmond
About 9 of 10 residents have had some form of contact with VDOT
over the past year – regardless of the District in which they
live.
Q15: Tell me, in which of the following ways have you come into
contact with VDOT during the past year?
*
*
^
*
*
^
*
*
*
*
Just As Reported in the Past, Virginia Residents Tend Not to
Initiate Contact with VDOT
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?
Contact via Electronic Message Boards is significantly lower than
the 2007 level of 75%. No other differences are significant at the
95% confidence level.
11% have called 511; and, 8% have accessed 511 online
Data weighted to be representative of Virginia population.
*
*
Districts Vary Slightly in the Type
of Contact Residents Have with VDOT
Residents of Hampton Roads are less likely than the other
Districts, specifically Bristol, Lynchburg, and Staunton, to have
called a VDOT office.
Salem residents are more likely to have called 511 than other
Districts, especially Lynchburg and Culpeper.
Residents of Bristol are more likely to have visited a VDOT office
than other Districts, especially Richmond and Hampton Roads.
Northern Virginia residents are most likely to have searched the
VDOT Web site, and Bristol residents are least likely.
Northern Virginia residents are also the most likely to receive
mail from VDOT.
Residents in Bristol are more likely than other Districts,
especially Staunton, to have attended a public meeting.
Residents in Northern Virginia and Hampton Roads are more likely
than other Districts, especially Lynchburg, to have encountered
electronic message boards on the highways.
*
*
Conclusion & Implication
*
*
*
Unaided Awareness of 511 Virginia Telephone Is 18%; It Is 12% for
the Web Site
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?
Combined, total unaided awareness of 511 Virginia is 26%.
Data weighted to be representative of Virginia population.
*
*
Data weighted to be representative of Virginia population.
Unaided Awareness of Transportation Information Sources Is Up This
Wave Across the Board
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?
*
*
Unaided Awareness of These Sources Is Up As Well
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?
But, the proportions saying some “other” source of information and
“don’t know” are down.
*
*
In Total, Nearly Half of Virginians Are Aware of 511 Virginia
Q20: Now, think about the various sources of information about
transportation and traffic available to the public. What sources of
travel and transportation have you heard of? Q21: Prior to this
interview, had you ever heard of or read about 511, 511 Virginia,
or 511 Virginia.org?
44% are aware of 511 Virginia
Data weighted to be representative of Virginia population.
*
*
Awareness of 511 Has Increased Over the Past Year
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?
Data weighted to be representative of Virginia population.
*
*
Nearly One-half or More of Residents of Salem, Bristol, Staunton,
Hampton Roads, and Richmond Are Aware of 511 Virginia
Q20: Now, think about the various sources of information about
transportation and traffic available to the public. What sources of
travel and transportation have you heard of? Q21: Prior to this
interview, had you ever heard of or read about 511, 511 Virginia,
or 511 Virginia.org?
56%
54%
51%
49%
47%
41%
37%
35%
33%
*
*
Awareness of 511 Virginia Has Increased Significantly in Salem,
Bristol, and Fredericksburg; It Has Increased Directionally in
Staunton, Hampton Roads, Culpeper, Lynchburg, and Northern
Virginia
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?
*
*
*
*
*
Radio or TV Reports Are Mentioned Most Often as the Tools Found
Most Useful for Traffic Information
Q22: Which of the following tools do you find most useful for
providing you with traffic information to plan your routes when
traveling?
3% said 511 telephone is most useful; and, 2% said the 511 Web site
is most useful.
Data weighted to be representative of Virginia population.
*
*
Usefulness of 511 Has Remained Fairly Stable Over the Past
Year
Q22: Which of the following tools do you find most useful for
providing you with traffic information to plan your routes when
traveling?
Data weighted to be representative of Virginia population.
^
*
^
* 2008 differs significantly from 2007 at a 95% confidence
level
^ 2007 differs significantly from 2006 at a 95% confidence
level
NA
NA
*
Familiarity with the Telephone Service Is Slightly Higher than That
of the Web Site
Telephone
Web site
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”?
Data weighted to be representative of Virginia population.
*
*
Familiarity with 511 Virginia – Both Online and Telephone – Has
Remained Fairly Stable
Telephone
Web site
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”?
Data weighted to be representative of Virginia population.
* 2008 differs significantly from 2007 at a 95% confidence
level.
NOTE: Question asked of those who are aware of 511.
19%
18%
9%
12%
*
15% of Virginia Residents Have Used 511 Virginia
Q25a: Have you ever called or logged onto 511 Virginia for traffic
or traveler information?
Data weighted to be representative of Virginia population.
Telephone only 7%
Online only 4%
Both telephone 4%
*
Use of 511 Virginia Is about the Same This Year as Last
Q25a: Have you ever called or logged onto 511 Virginia for traffic
or traveler information?
Data weighted to be representative of Virginia population.
2007 2008
*
Residents of Staunton, Salem and Hampton Roads Are Most Likely to
Have Ever Called or Logged Onto 511 Virginia; Residents of
Lynchburg Are Least Likely
*
*
A Significant Increase in Usage of 511 Virginia Is Posted for
Salem; Usage of 511 Has Remained Fairly Constant in Other
Districts
Q25a: Have you ever called or logged onto 511 Virginia for traffic
or traveler information?
*
*
*
Just as Reported in the Past, Both Specific Media (e.g., Highway
Sign) and Word of Mouth Prompt the Use of 511 Virginia
Q25b: What prompted you to use 511?
NOTE: Question asked of those who have used 511. Only most frequent
mentions shown.
Data weighted to be representative of Virginia population.
2008
*
Motorists Are More Likely to Have Been Prompted to Use 511 Virginia
by Highway Signs than They Have Been in the Past; and, Use of Other
Media – Such as Advertising and Web Links – Seems to Be Growing as
Well
Q25b: What prompted you to use 511?
NOTE: Question asked of those who have used 511. Only most frequent
mentions listed. Only most frequent mentions are shown.
Data weighted to be representative of Virginia population.
* 2008 differs significantly from 2007 at a 95% confidence
level
2007
2008
*
As Reported in the Past, 511 Virginia Users – Both Telephone and
Online – Tend to Be “Repeat” Users
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?
NOTE: Question asked of those who have used 511.
Data weighted to be representative of Virginia population.
Frequency of Using 511
*
Repeat Usage of 511 Virginia Telephone Is Increasing; Repeat Usage
of the Web Site Is Stable
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?
NOTE: Question asked of those who have used 511.
Data weighted to be representative of Virginia population.
*
*
*
While Users of 511 Virginia – Both Telephone and Online – Tend To
Use the Service More than Once, They Tend to Use It Less Often than
Once a Month
Q28a/Q33a: How often would you say you use the 511 telephone/online
service?
Data weighted to be representative of Virginia population.
NOTE: Question asked of those who have used 511 more than one
time.
Frequency of Using 511
75%
67%
16%
16%
3%
3%
*
*
Web site
Q28a/Q33a: How often would you say you use the 511 telephone/online
service?
Data weighted to be representative of Virginia population.
*
*
Telephone and Online Users Are Seeking Information about Traffic
Conditions – Especially Telephone Users; Online Users Are More
Likely than Telephone Users to Be Seeking Weather Information and
Trip Planning Information – But, Still, Online Users Are Most Often
Seeking Information about Traffic Conditions
Q28b&c: Which of the following best describes the type of
information you were seeking when you called 511 telephone service?
Q33b&c: Which of the following best describes the type of
information you were seeking when you used 511 online
service?
NOTE: Question asked of those who have used each service.
Data weighted to be representative of Virginia population.
Reason for Using 511
*
Both Telephone and Online 511 Users Seek The Same Type of
Information as in 2007, with a Few Exceptions. Overall, Interest in
Using 511 for Traffic Conditions Seems to Be Increasing for Both
Telephone and Online; Interest in Using Online for Weather
Information Has Increased
Q28b&c: Which of the following best describes the type of
information you were seeking when you called 511 telephone service?
Q33b&c: Which of the following best describes the type of
information you were seeking when you used 511 online
service?
NOTE: Question asked of those who have used each service.
Data weighted to be representative of Virginia population.
*
*
Half of Those Using 511 – Either Telephone or Online – Changed
Their Behavior Based on the Information Obtained
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?
Data weighted to be representative of Virginia population.
Telephone service
Online service
47%
49%
Based on the information I obtained, I changed my route or took
another road
38%
29%
Based on the information I obtained, I changed my travel time
14%
23%
Based on information received, changed to another type of
transportation
2%
2%
44%
42%
I obtained helpful information, but did not change travel in any
way
35%
34%
11%
8%
9%
6%
3%
3%
The information obtained reduced the stress or frustration of
trip
12%
15%
*
Behavior Change in Response to Information Obtained from 511 Has
Remained Stable Since the Last Wave of Research
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?
Data weighted to be representative of Virginia population.
*
50%
47%
50%
49%
Based on the information I obtained, I changed my route or took
another road
38%
38%
30%
29%
Based on the information I obtained, I changed my travel time
18%
14%
22%
23%
Based on information received, changed to another type of
transportation
3%
2%
2%
2%
36%
44%
42%
42%
I obtained helpful information, but did not change travel in any
way
30%
35%
34%
34%
8%
11%
9%
8%
9%
9%
1%
6%
7%
3%
1%
3%
The information obtained reduced the stress or frustration of
trip
7%
12%
20%
15%
*
Nearly Two-thirds of Users – Both Telephone and Web Site – Are
Satisfied with 511 Virginia
Q30/Q35: Thinking about the 511 telephone/online service overall,
how satisfied are you with the 511 telephone/online service?
Telephone
Data weighted to be representative of Virginia population.
*
*
Satisfaction with the Web Site Has Declined; It Has Remained Stable
for the Telephone Service
Telephone
61%
61%
77%
62%*
NOTE: Question asked of those who have used 511 more than one
time.
* 2008 differs significantly from 2007 at a 95% confidence
level
Data weighted to be representative of Virginia population.
*
*
About Half of Telephone Users and Web Site Users Plan to Use 511
again in the Future
Q31/Q36: How likely are you to use the 511 telephone service/online
service in the future?
Telephone
*
*
* 2008 differs significantly from 2007 at a 95% confidence
level
Data weighted to be representative of Virginia population.
Q31/Q36: How likely are you to use the 511 telephone service/online
service in the future?
NOTE: Question asked of those who are aware of 511.
*
*
Conclusion & Implication
Conclusion: Awareness of 511 has increased over the past year, with
significant increases posted for Salem, Bristol, and
Fredericksburg. Nevertheless, familiarity and usefulness of 511
have remained fairly stable. The proportion of Virginians using 511
– online and telephone – has remained fairly constant at 15%.
*
*
Conclusion & Implication
*
*
*
Summary of Key Findings
Even though a slight drop in the level of contact is reported in
this wave of the research, most residents of Virginia report that
they have had some form of contact with VDOT over the past
year.
Overall, levels of familiarity, satisfaction, and trust have
remained stable this wave. However, satisfaction with VDOT has
increased significantly in Fredericksburg and decreased
significantly in Staunton.
In terms of specific functional areas, VDOT’s highest satisfaction
ratings continue to be for physical attributes and conditions of
the roadways. Lowest ratings are for issues related to planning and
management.
*
*
Summary of Key Findings
In total, nearly half of Virginians are aware of 511 Virginia.
Currently, awareness is 44% – a significant increase from the 38%
posted in 2007.
The highest levels of awareness of 511 Virginia are posted for
Salem, Bristol, Staunton, Hampton Roads, and Richmond. In these
Districts, awareness of 511 Virginia runs at about 50% or
higher.
15% of Virginians have ever used 511 Virginia – about the same as
in 2007. But, frequency of usage may be going down as users tend to
use 511 less often than once a month.
*
*
Thank You
*
*
*
*
Nearly All Opinion Leaders Have Had Contact with VDOT During the
Past Year
Q44: In which of the following ways have you come into 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.
This finding is consistent with the previous wave of this
research.
Data weighted to be representative of Virginia population.
*
*
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
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?
“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.
*
*
Opinion Leaders Are More Likely To Be Familiar with VDOT
38%
56%
“Opinion leaders” are defined as people who have participated in at
least 2 community and public activities during the last 12
months.
Q5: Overall, how familiar would you say you are with VDOT and the
work it does?
Data weighted to be representative of Virginia population.
*
*
But, Opinion Leaders Appear to Judge VDOT More Critically in that
They Are Less Satisfied than Non-leaders
52%
40%
“Opinion leaders” are defined as people who have participated in at
least 2 community and public activities during the last 12
months.
Q6: Thinking about VDOT overall, how satisfied are you with VDOT
overall?
This finding is consistent with the previous wave of this
research.
Data weighted to be representative of Virginia population.
*
*
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
Q4: How satisfied are you with VDOT in regard to:
Data weighted to be representative of Virginia population.
*
*
39%
49%
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?
“Opinion leaders” are defined as people who have participated in at
least 2 community and public activities during the last 12
months.
This finding is consistent with the previous wave of this
research.
Data weighted to be representative of Virginia population.
*
Fredericksburg
Culpeper
Richmond
Staunton
Salem
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
familiar
45%
50%
49%
56%
Hampton Roads
Northern Virginia
Richmond
Fredericksburg
Staunton
Culpeper
Salem
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
57%
53%
52%
46%
45%
36%
40%
33%
27%
66%
58%
55%
49%
38%
46%
36%
Not Satisfied
Satisfied
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Trust very
much
25%
34%
33%
35%
36%
35%
30%
33%
38%
9%
8%
11%
13%
15%
16%
23%
21%
26%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Staunton
Culpeper
Bristol
Salem
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Trust very
much
57%
41%
50%
44%
38%
41%
29%
30%
31%
55%
60%
56%
46%
36%
42%
36%
53%
51%
48%
44%
43%
62%
54%
34%
51%
64%
42%
0%
20%
40%
60%
80%
100%
LynchburgSalemBristolStauntonCulpeperRichmondFred'burgNorthern
Va.
Hampton
Roads
200620072008
19%
18%
20%
22%
29%
33%
32%
30%
34%
41%
37%
43%
39%
7%
8%
7%
10%
12%
12%
13%
16%
16%
17%
22%
17%
28%
Management of public funds
Planning for future needs
Quality of ride
Traffic management/incident response
Appearance of roadside
Cleanliness of highways and roadways
Rest areas and welcome centers
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
63%
62%
61%
52%
59%
50%
63%
60%
58%
67%
0%
20%
40%
60%
80%
100%
funds
200620072008
38%
37%
39%
35%
45%
39%
43%
38%
37%
24%
25%
24%
28%
32%
29%
36%
38%
25%
Staunton
Culpeper
Fredericksburg
Lynchburg
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
73%
69%
58%
60%
67%
55%
61%
60%
75%
74%
72%
71%
70%
Richmond
Fredericksburg
Bristol
Culpeper
Lynchburg
Staunton
Salem
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
73%
75%
67%
58%
59%
61%
57%
47%
54%
59%
64%
67%
64%
52%
57%
58%
58%
60%
0%
20%
40%
60%
80%
100%
SalemStauntonNorthern
Virginia
Hampton
Roads
LynchburgCulpeperBristolFred'burgRichmond
20072008
24%
38%
40%
46%
39%
34%
41%
41%
48%
25%
16%
19%
18%
34%
29%
30%
25%
28%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Culpeper
Bristol
Salem
Lynchburg
Staunton
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
77%
73%
65%
70%
67%
70%
55%
56%
73%
71%
70%
68%
67%
64%
59%
54%
49%
56%
0%
20%
40%
60%
80%
100%
StauntonLynchburgSalemBristolCulpeperRichmondFred'burgNorthern
Virginia
Hampton
Roads
20072008
41%
41%
40%
43%
32%
42%
43%
38%
50%
11%
16%
17%
15%
17%
17%
27%
18%
26%
Fredericksburg
Richmond
Bristol
Lynchburg
Culpeper
Salem
Staunton
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
74%
61%
58%
60%
61%
65%
60%
58%
68%
65%
60%
58%
57%
52%
47%
58%
59%
57%
0%
20%
40%
60%
80%
100%
StauntonSalemCulpeperLynchburgBristolNorthern
Virginia
Hampton
Roads
RichmondFred'burg
20072008
31%
28%
39%
39%
39%
38%
34%
40%
43%
13%
17%
12%
14%
17%
21%
21%
20%
15%
Northern Virginia
Hampton Roads
Fredericksburg
Staunton
Richmond
Culpeper
Salem
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
65%
59%
55%
57%
53%
67%
41%
42%
63%
61%
53%
51%
45%
44%
55%
Culpeper
Fredericksburg
Staunton
Bristol
Salem
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
52%52%
Northern Virginia
Culpeper
Staunton
Bristol
Lynchburg
Salem
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
65%
58%
63%
55%
40%
42%
47%
41%
65%
66%
43%
49%
37%
48%
46%
35%
54%
32%
59%
38%
44%
39%
57%
59%
64%
54%
32%
0%
20%
40%
60%
80%
100%
SalemLynchburgBristolStauntonCulpeperHampton
Roads
RichmondFred'burgNorthern
Virginia
200620072008
25%
35%
33%
33%
42%
36%
43%
41%
39%
7%
6%
9%
10%
22%
17%
23%
25%
15%
Hampton Roads
Richmond
Culpeper
Bristol
Staunton
Lynchburg
Salem
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
58%
60%
67%
61%
52%
39%
43%
33%
Hampton Roads
Fredericksburg
Salem
Bristol
Staunton
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
60%
61%
55%
56%
30%
43%
41%
46%
55%
49%
47%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Culpeper
Salem
Staunton
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
52%
50%
38%
39%
33%
45%
24%
48%
44%
27%
29%
28%
35%
58%
21%
29%
45%
33%
37%
21%
29%
32%
43%
44%
45%
53%
33%
0%
20%
40%
60%
80%
100%
LynchburgBristolStauntonSalemCulpeperRichmondFred'burgNorthern
Virginia
Hampton
Roads
200620072008
11%
16%
20%
24%
24%
24%
29%
22%
25%
4%
6%
6%
6%
11%
7%
16%
14%
7%
Hampton Roads
Culpeper
Lynchburg
Staunton
Salem
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
35%
40%
34%
52%
37%
25%
34%
43%
40%
Hampton Roads
Northern Virginia
Fredericksburg
Richmond
Culpeper
Staunton
Salem
Bristol
Lynchburg
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
45%
42%
36%
45%
34%
28%
Hampton Roads
Richmond
Staunton
Salem
Lynchburg
Bristol
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
38%38%
Amount of information
Ease of obtaining
information
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
46%
42%
39%
36%
30%
48%
46%
41%
39%
30%
0%
20%
40%
60%
80%
100%
More information than needed
All of information needed
Most of information needed
Some of information needed
Less information than needed
Very little
VDOT's ability to meet
highways
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
42%
36%
41%
40%
0%
20%
40%
60%
80%
100%
maintenance needs
Management of traffic congestion
delays and disruptions
Smoothness of ride
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
49%
31%
33%
30%
49%
traffic
response
Snow removal
Being prepared for inclement weather
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
63%
59%
45%
41%
39%
61%
56%
52%
45%
41%
0%
20%
40%
60%
80%
100%
Lighting on roadways & highways
Condition of pavement markings
Quality of pavement markings
Visibility of pavement markings
Roads & highways clearly marked
Visibility of signs
Readability of signs
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
74%
71%
64%
62%
63%
61%
54%
56%
62%
63%
64%
65%
72%
72%
0%
20%
40%
60%
80%
100%
Readability
Amenities available
Signs indicating locations
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
76%
61%
63%
60%
55%
54%
46%
77%
68%
64%
63%
60%
57%
53%
0%
20%
40%
60%
80%
100%
Signs
indicating
locations
ConditionTraveler
information
availabile
CleanlinessSafetyAmenities
available
Appearance of
construction sites
Frequency of mowing
Appearance of plants,
grasses and flowers
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
67%
55%
52%
44%
68%
61%
53%
49%
0%
20%
40%
60%
80%
100%
Completing projects
on budget
Developing budgets
community needs
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
32%
28%
26%
24%
32%
31%
25%
23%
0%
20%
40%
60%
80%
100%
Read or heard about VDOT in news
Visited Virginia Interstate rest area
VDOT road crews
Electronic message boards
9%
7%
11%
12%
16%
17%
18%
20%
25%
25%
27%
27%
30%
46%
49%
53%
58%
63%
64%
Don't know
Not aware of 511
Salem
Bristol
Staunton
42%
44%
48%
44%
47%
31%
34%
31%
54%
51%
49%
47%
37%
35%
25%
41%
56%
33%
0%
20%
40%
60%
80%
100%
SalemBristolStauntonHampton
Roads
RichmondFred'burgCulpeperLynchburgNorthern
Virginia
20072008
16%
1%
2%
3%
4%
6%
7%
20%
42%
Do not use any of these tools
VDOT toll-free Highway Helpline
511 Virginia Web site
511 Virginia telephone service
39%
30%
5%
4%
2%
1%
16%
42%
20%
5%
4%
3%
Don't know
"2"
"3"
"4"
"2"
"3"
"4"
Lynchburg
Culpeper
Weather 14% 14% 16% 28%
Public transportation/transit info - 7% - -
Location of traveler services 6% 3% 4% 7%
Other 5% 3% 3% 4%
Nothing in particular 1% - 6% 5%
Don’t know 1% 1% - 5%
Telephone
service
50% 49%
38% 38%
30% 29%
changed my travel time
3% 2%
2% 2%
change behavior (net)
not change travel in an y way
30% 35%
34% 34%
helpful
1% 6%
1% 3%
stress or frustration of trip
7%
12%
20%
15%
Don't know
"2"
"3"
"4"
"2"
"3"
"4"
Don't know
Very unlikely
Somewhat unlikely
Non-Leaders
Leaders
1%
2%
2%
6%
7%
7%
6%
11%
12%
21%
28%
69%
71%
59%
5%
11%
14%
10%
13%
16%
19%
27%
27%
38%
46%
85%
85%
91%
85%
66%
Sent a letter to VDOT
Sent email to VDOT
Attended VDOT public meeting
Read or heard about VDOT in news
VDOT road crews
Non-Leaders
Leaders
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
familiar
40%
33%
12%
7%
Non-Leaders
Leaders
Rating of "4" on 1-5 scaleRating of "5" on 1-5 scale -- Very
satisfied
28%
32%
33%
39%
49%
46%
48%
48%
56%
66%
63%
63%
61%
24%
20%
25%
30%
38%
39%
40%
39%
49%
58%
61%
61%
63%
Management of public funds
Planning for future needs
Traffic management/incident response
Communicating
Appearance of roadside
Leaders
Non-leaders
33%
30%
16%
9%
Non-Leaders
Leaders