Customer Satisfaction with the FHWA Peer-to-Peer Program: A Qualitative Assessment.

摘要

Table of Content: Introduction; Background: How the P2P program works; Peer-to-peer management interviews; Peer provider interviews; Customer interviews; Conclusions and recommendations; Appendix A: Peer providers interviewed; Appendix B: Peer provider interview guide; Appendix C; Customers interviewed; Appendix D: Customer interview guide and Appendix E: Proposed P2P Customer Satisfaction survey.