SD Motor Carrier Services Customer Satisfaction Assessment;Final rept. Jul 03-Nov 03

摘要

This report summarizes by truck operator segment and Motor Carrier Services enforcement zone perceptions of Motor Carrier Services performance in enforcing federal and South Dakota trucking regulations. It also assesses service areas relating to information requests, trucking safety and MCS prevention activities. The study identifies key factors underlying formation of perceptions of MCS organization and its staff. Key user segments surveyed included agricultural truck operators, business truck operators and carrier operating registered commercial vehicle for hire. In addition Motor Carrier Services staff perceptions are included. The study includes opinions of 456 truck operators residing within South Dakota. Equal representation is reflected in the operator segments and across enforcement zones. 60 MCS staff participated in the study. Key objectives that guided both the qualitative (one-on-one executive interview & focus group) and quantitative (telephone interview) components of this research were: to assess perceptions regarding the importance of motor carrier enforcement services and satisfaction with their delivery within the trucking industry and the South Dakota Highway Patrol's Motor Carrier Services unit, to identify underlying causes or factors that shape these perceptions, and to recommend solutions that will enable the trucking industry and Motor Carrier Services to improve working relationships while maintaining highway safety. This research provides the framework for developing an action plan to strengthen the work relationships between the trucking industry and SDHP Motor Carrier Services.