1. Pulsar Advertising Southeastern Institute of Research 1 Customer Satisfaction Study Wave I July 16, 2007 Southeastern Institute of Research Part of Pulsar Advertising Contract Team Draft #2 – Presentation to Jeff Caldwell

2. Pulsar Advertising Southeastern Institute of Research 2 Objectives & Methodology

3. Pulsar Advertising Southeastern Institute of Research 3 Objectives Periodically over the last several years, VDOT has conducted an “Omnibus” study among residents of Virginia. The objectives of this study have been: –Understand citizens’ expectations and perceptions of VDOT on critical issues across all areas of Virginia –Provide guidance for VDOT’s outreach communications program across the state –Track and monitor perceptions of VDOT across the state

4. Pulsar Advertising Southeastern Institute of Research 4 Objectives VDOT now wishes to expand the scope of this study to include satisfaction measures for specific functional and operational areas to be reported by the VDOT Dashboard. Therefore, the objectives of this study have been expanded to include: –Develop and report regularly key measures of resident satisfaction for VDOT’s functional and operational areas –Provide this information on a regular, quarterly basis –Utilize this first wave of the “new” customer satisfaction study to identify the most important attributes and satisfaction measures to monitor and report regularly

5. Pulsar Advertising Southeastern Institute of Research 5 Methodology 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 Because this data will be reported as part of VDOT’s Dashboard, satisfaction measures have been expanded to included specific functional and operational areas Interviews conducted with 1,800 residents of the Commonwealth –Sample of 200 in each of VDOT’s nine Districts –The data collected in 2006 have been recoded by District for comparison with the current wave Interviews were conducted May 2007 – one year after the last wave of the Omnibus

6. Pulsar Advertising Southeastern Institute of Research 6 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.

7. Pulsar Advertising Southeastern Institute of Research 7 Methodology District Actual proportion of Virginia population Designed proportion of sample Weighted proportion of sample Bristol5%11.1%5% Hampton Roads23%11.1%23% Richmond15%11.1%15% Northern Virginia 26%11.1%26% Lynchburg5%11.1%5% Salem9%11.1%9% Staunton7%11.1%7% Fredericksburg5%11.1%5% Culpeper5%11.1%5% Note: In order to make appropriate comparisons with 2006 data, the “total” sample reported for 2006 has also been weighted.

8. Pulsar Advertising Southeastern Institute of Research 8 Methodology For some measures in this study, comparable data are available from last year. In those instances, the results from the two waves of data are compared statistically to determine if there is statistical evidence that there is a difference from last year to this year – and, thus, that the difference is not due to chance. A red asterisk (*) is used to indicate that the difference between 2007 and 2006 is statistically significant. All significance testing is conducted using a 95% level of confidence.

9. Pulsar Advertising Southeastern Institute of Research 9 Detailed Findings

10. Pulsar Advertising Southeastern Institute of Research 10 Detailed Findings Outline of Presentation Monitoring VDOT Performance Satisfaction with VDOT: Overall Measures of Performance Satisfaction with VDOT: Functional Areas Improving VDOT Performance Contact with VDOT Relationship between Nature of Contact and Satisfaction/Trust 511 Virginia

11. Pulsar Advertising Southeastern Institute of Research 11 Monitoring VDOT Performance

12. Pulsar Advertising Southeastern Institute of Research 12 Monitoring VDOT’s Progress Awareness (Contact with VDOT) Familiarity Favorability (Satisfaction) Trust In previous waves of the Omnibus study, the research measured growth of awareness, familiarity, favorability, and trust of VDOT. The current study – reported in this document – continues to monitor VDOT’s performance on these key measures.

13. Pulsar Advertising Southeastern Institute of Research 13 Most Residents of Virginia Have Contact with VDOT -- Just as Has Been Reported in the Past Q15: Tell me, in which of the following ways have you come into contact with VDOT during the past year? * 2007 differs significantly from 2006 at a 95% confidence level * Data weighted to be representative of Virginia population.

14. Pulsar Advertising Southeastern Institute of Research 14 Half of Virginians Are Familiar with VDOT Q5: Overall, how familiar would you say you are with VDOT and the work it does? About half (46%) say that they are familiar with VDOT. 16% are not familiar with VDOT and its work. Data weighted to be representative of Virginia population.

15. Pulsar Advertising Southeastern Institute of Research 15 Familiarity with VDOT Has Not Changed Since the Previous Wave of Research Q5: Overall, how familiar would you say you are with VDOT and the work it does? Data weighted to be representative of Virginia population.

16. Pulsar Advertising Southeastern Institute of Research 16 Familiarity with VDOT Runs from a Low of 42% in Northern Virginia and Richmond to 52% in Hampton Roads 52% 49% 46% Q5: Overall, how familiar would you say you are with VDOT and the work it does? 51% 50% 49% 44% 42%

17. Pulsar Advertising Southeastern Institute of Research 17 Familiarity with VDOT Has Stayed Fairly Constant across All 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?

18. Pulsar Advertising Southeastern Institute of Research 18 Nearly Half of Virginia Residents – 47% – Are Satisfied with VDOT Overall Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall? Data weighted to be representative of Virginia population.

19. Pulsar Advertising Southeastern Institute of Research 19 Satisfaction with VDOT Has Increased 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* Data weighted to be representative of Virginia population. * 2007 differs significantly from 2006 at a 95% confidence level

20. Pulsar Advertising Southeastern Institute of Research 20 Residents of Lynchburg and Staunton Are Most Likely to Be Satisfied with VDOT Overall 66% 65% 58% 46% 45% 36% 49% 55% 38% Lowest levels of satisfaction are posted in Fredericksburg and Hampton Roads. Q6: Thinking about VDOT overall, how satisfied are you with VDOT overall?

21. Pulsar Advertising Southeastern Institute of Research 21 Improvement of VDOT’s Satisfaction Scores Is Posted for Some Districts – Including Staunton, Northern Virginia and Hampton Roads 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? Increases in Staunton, Northern Virginia and Hampton Roads are statistically significant. * 2007 differs significantly from 2006 at a 95% confidence level * * *

22. Pulsar Advertising Southeastern Institute of Research 22 Slightly More than 4 out of 10 Virginia Residents Say that They Trust VDOT 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? 44% Data weighted to be representative of Virginia population.

23. Pulsar Advertising Southeastern Institute of Research 23 Trust in VDOT Has Increased 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 has increased from 37% in 2006 to 44% in 2007 – a statistically significant increase.* Data weighted to be representative of Virginia population. * 2007 differs significantly from 2006 at a 95% confidence level

24. Pulsar Advertising Southeastern Institute of Research 24 Satisfaction Is a Deciding Factor for Developing Trust in VDOT 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? 80% “Satisfied” rated their overall satisfaction with VDOT “4” or “5” on a 1- 5 scale. “Not Satisfied” rated it “1,” “2,” or “3.” 13% 80% of those who are satisfied with VDOT overall also trust VDOT. In contrast, only 13% of those who are not satisfied trust VDOT.

25. Pulsar Advertising Southeastern Institute of Research 25 VDOT’s Highest Levels of Trust Equity Are Posted for Lynchburg, Bristol, Staunton and Salem 62% 43% 36% 46% 60% 55% 42% 56% 36% The lowest levels of trust are posted in Fredericksburg and Hampton Roads. 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?

26. Pulsar Advertising Southeastern Institute of Research 26 There Is Slight Improvement across All Districts in Trust of VDOT Since 2006 – Especially in Northern Virginia 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? The improvement in Northern Virginia is a statistically significant increase. * 2007 differs significantly from 2006 at a 95% confidence level *

27. Pulsar Advertising Southeastern Institute of Research 27 Monitoring VDOT’s Progress Awareness (Contact with VDOT) 96%* Familiarity 46% Favorability (Satisfaction) 47%* Trust 44%* * Indicates a statistically significant increase since 2006, at a 95% confidence level

28. Pulsar Advertising Southeastern Institute of Research 28 Conclusion & Implication Conclusion: VDOT continues to have a far-reaching presence in the lives of Virginia citizens. Nearly all have had some contact with VDOT in the past year. Through that contact, Virginians develop understanding (familiarity) and perceptions (satisfaction and trust) of VDOT. Implication: Every interaction between VDOT and the citizens of Virginia is an opportunity to impact familiarity, satisfaction and trust. Ensure that every point of interaction is positive in order to grow satisfaction and trust.

29. Pulsar Advertising Southeastern Institute of Research 29 Satisfaction with VDOT: Overall Measures of Performance

30. Pulsar Advertising Southeastern Institute of Research 30 VDOT’s Highest Satisfaction Ratings Tend to Be for Physical Attributes and Conditions of the Roadways – Lowest Ratings Are for Planning and Management Q4: How satisfied are you with VDOT in regard to: 63% 61% 62% 52% 45% 44% 34% 28% 24% Data weighted to be representative of Virginia population.

31. Pulsar Advertising Southeastern Institute of Research 31 Satisfaction with VDOT in These Kay Areas Has Not Changed Significantly over the Past Year Q4: How satisfied are you with VDOT in regard to: NOTE: Other “overall” attributes were not measured in 2006. Data weighted to be representative of Virginia population. NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.”

32. Pulsar Advertising Southeastern Institute of Research 32 Rest Areas and Welcome Centers Bristol Has the Highest Level of Satisfaction in Regard to Rest Areas and Welcome Centers – Salem Has the Lowest Q4h: How satisfied are you with VDOT in regard to the rest areas and welcome centers along the roads and highways in Virginia? 73% 69% 68% 60% 55% 61% 67% 58%

33. Pulsar Advertising Southeastern Institute of Research 33 Cleanliness of the Highways and Roadways Residents of Staunton and Salem Are Most Satisfied with the Cleanliness of the Highways and Roadways of Virginia Q4j: How satisfied are you with VDOT in regard to overall cleanliness of highways and roadways in Virginia? 75% 73% 67% 59% 58% 47% 59% 61% 57%

34. Pulsar Advertising Southeastern Institute of Research 34 Signs and Pavement Markings Residents of Fredericksburg, Northern Virginia and Hampton Roads Are Least Satisfied with VDOT in Regard to Signs and Pavement Markings Q4l: How satisfied are you with VDOT in regard to the signs and pavement markings on Virginia’s roads and highways? 77% 73% 70% 65% 56% 55% 67% 70% 56%

35. Pulsar Advertising Southeastern Institute of Research 35 Roadside Appearance Staunton Posts the Highest Level of Satisfaction with the Appearance of the Roadside, and Fredericksburg Posts the Lowest Q4k: How satisfied are you with VDOT in regard to the appearance of the roadside along roads and highways in Virginia? 74% 65% 61% 60% 58% 47% 60% 61% 58%

36. Pulsar Advertising Southeastern Institute of Research 36 Safety of the Roads and Highways Residents of Staunton and Lynchburg Post the Highest Levels of Satisfaction with VDOT in Regard to Safety of the Roads and Highways Q4m: How satisfied are you with VDOT in regard to the safety of Virginia’s roads and highways? 67% 65% 59% 55% 53% 41% 55% 57% 42%

37. Pulsar Advertising Southeastern Institute of Research 37 Quality of the Ride Staunton Posts the Highest Level of Satisfaction with the Quality of the Ride on Virginia’s Roads – Hampton Roads and Fredericksburg Post the Lowest Q4g: How satisfied are you with VDOT in regard to overall quality of the ride experienced on the roads and highways of Virginia? 67% 61% 60% 43% 39% 33% 52% 58% 34%

38. Pulsar Advertising Southeastern Institute of Research 38 Communications The Lowest Levels of Satisfaction in Regard to Communication Are Posted for Fredericksburg, Northern Virginia 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? 53% 51% 43% 41% 37% 46% 49% 38%

39. Pulsar Advertising Southeastern Institute of Research 39 Communications Satisfaction with VDOT Communications Has Not Changed Significantly over the Past Year in Any District 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?

40. Pulsar Advertising Southeastern Institute of Research 40 Maintenance and Construction of Bridges Residents of Staunton, Lynchburg, Salem and Bristol Are Most Satisfied with Bridges – Residents of Hampton Roads and Fredericksburg Are Least Satisfied Q4i: How satisfied are you with VDOT in regard to maintenance and construction of bridges in Virginia? 61% 60% 56% 43% 41% 30% 46% 55% 32%

41. Pulsar Advertising Southeastern Institute of Research 41 Traffic Management and Incident Response The Lowest Levels of Satisfaction in Regard to Traffic Management and Incident Response Are Posted for Hampton Roads, Fredericksburg and 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? 66% 65% 59% 43% 38% 32% 49% 54% 37%

42. Pulsar Advertising Southeastern Institute of Research 42 Traffic Management and Incident Response There Have Been No Significant Changes in any District over the Past Year 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?

43. Pulsar Advertising Southeastern Institute of Research 43 Responsiveness to Citizens’ Needs Bristol 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? 58% 48% 45% 33% 29% 21% 35% 44% 27%

44. Pulsar Advertising Southeastern Institute of Research 44 Responsiveness to Citizens’ Needs A Significant Decrease in Satisfaction with VDOT’s Responsiveness Is Posted for Richmond NOTE: Percentages indicate those rating their satisfaction a “4” or a “5.” Q4e: How satisfied are you with VDOT in regard to: Being responsive to the needs and preferences of the citizens of Virginia? * * 2007 differs significantly from 2006 at a 95% confidence level

45. Pulsar Advertising Southeastern Institute of Research 45 Planning for Future Needs Highest Levels of Satisfaction for VDOT for Working with Communities to Plan for the Future Are Bristol, Salem, Lynchburg, and Staunton 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% 41% 40% 27% 24% 19% 29% 35% 24% Lowest levels of satisfaction are posted in the more densely populated areas.

46. Pulsar Advertising Southeastern Institute of Research 46 Planning for Future Needs No Significant Changes Are Posted for 2007 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?

47. Pulsar Advertising Southeastern Institute of Research 47 Maintenance and Construction of the Roadways & Highways Residents of Staunton, Bristol and Lynchburg Are Most Satisfied with Overall Maintenance and Construction 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? 43% 41% 40% 25% 16% 31% 34% 21%

48. Pulsar Advertising Southeastern Institute of Research 48 Maintenance and Construction of the Roadways & Highways No Significant Changes Are Posted in Any of the Districts for Maintenance and Construction Since 2006 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?

49. Pulsar Advertising Southeastern Institute of Research 49 Management of Public Funds The More Rural Areas Also Tend to Be More Satisfied with VDOT’s Management of Public Funds Q4d: How satisfied are you with VDOT in regard to management of public funds in regard to the road and highway system in Virginia? 41% 36% 35% 24% 19% 14% 29% 31% 18% But, in all Districts, satisfaction on this measure is less than 50%.

50. Pulsar Advertising Southeastern Institute of Research 50 Management of Public Funds Satisfaction with Management of Public Funds Has Not Changed Significantly in Any of the Districts Since Last Year 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?

51. Pulsar Advertising Southeastern Institute of Research 51 Conclusion & Implication Conclusion: VDOT’s highest levels of satisfaction are posted for physical attributes and conditions of the roadways – such as cleanliness of highways. Lowest levels of satisfaction relate to issues of planning and management. As a whole, however, satisfaction ratings tend to be moderate to low. Implication: VDOT’s performance can be improved on all key measures of satisfaction. Prioritization of resources will be important. Identify those measures that have the greatest importance on overall satisfaction and focus on those areas for improvement. In the following pages, this analysis focuses on the identification of the attributes of greatest importance, i.e., those that have the greatest impact on satisfaction.

52. Pulsar Advertising Southeastern Institute of Research 52 Conclusion & Implication Conclusion: Satisfaction ratings for VDOT vary across Districts. Most often, the most positive scores tend to be reported in more rural areas. Districts with larger urban areas, such as Hampton Roads, Northern Virginia and Fredericksburg, tend to post less favorable ratings. Implication: Satisfaction is a complex issue. Variation across Districts might not mean that VDOT is necessarily “doing better” in those Districts with higher satisfaction ratings. The “environment” in which VDOT must succeed varies by District. For example, residents of a District in which daily commutes might be an hour or longer may have different needs and expectations than residents of a District where daily commutes are much shorter. Similarly, overall stress levels, traffic congestion, and so forth vary across Districts. This may mean that resident expectations are much higher in some Districts than others. Thus, care should be used in the interpretation of this research. An important component of the analyses of future waves of this research will be further analysis, understanding and explanation of differences across Districts.

53. Pulsar Advertising Southeastern Institute of Research 53 Satisfaction With VDOT: Functional Areas

54. Pulsar Advertising Southeastern Institute of Research 54 Communications The Highest Level of Satisfaction with VDOT Communications Relates to the Accuracy of the Information – Lowest Is Related to the 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: 46% 42% 36% 30% 39% Data weighted to be representative of Virginia population.

55. Pulsar Advertising Southeastern Institute of Research 55 Maintenance Residents Are Slightly More Satisfied with VDOT’s Regular Maintenance of the Roadways than Its Response to Unexpected Maintenance Needs Q8: Overall, how satisfied are you with: 42% 36% Data weighted to be representative of Virginia population.

56. Pulsar Advertising Southeastern Institute of Research 56 Quality of the Ride About Half of Virginia Residents Are Satisfied with the Smoothness of the Ride 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% 33% 30% 31% Only about a third are satisfied with issues related to the management of disruptions and traffic flow. Data weighted to be representative of Virginia population.

57. Pulsar Advertising Southeastern Institute of Research 57 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 Q10: Based on your experience and perceptions, how satisfied are you with VDOT in regard to: 63% 59% 41% 39% 45% Residents are less satisfied with how VDOT responds to traffic incidents. Data weighted to be representative of Virginia population.

58. Pulsar Advertising Southeastern Institute of Research 58 Signage and Pavement Markings In Regard to Signage and Pavement Markings, Virginians Are Most Satisfied with the Readability and Visibility of Signs Q11: Think now about signage and pavement markings on Virginia roadways and highways. How satisfied are you with: 74% 64% 62% 54% 63% 71% 61% They are least satisfied with lighting. Data weighted to be representative of Virginia population.

59. Pulsar Advertising Southeastern Institute of Research 59 Rest Areas & Welcome Centers Satisfaction with Rest Areas & Welcome Centers Ranges from a High of 76% for Signs Indicating Locations to 46% for the 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: 76% 61% 55% 46% 60% 63% 54% Data weighted to be representative of Virginia population.

60. Pulsar Advertising Southeastern Institute of Research 60 Roadside Appearance In Regard to Litter Removal, Residents Are Least Satisfied with the Appearance of Construction Sites Q13: How satisfied are you with: 67% 55% 51% 44% 52% They are most satisfied with the appearance of plants, grasses and flowers along roadsides. Data weighted to be representative of Virginia population.

61. Pulsar Advertising Southeastern Institute of Research 61 Management of Public Funds Satisfaction Levels for All Measures of Budget Management Are Low Q14: Overall, how satisfied are you with VDOT in regard to: 32% 28% 24% 26% Data weighted to be representative of Virginia population.

62. Pulsar Advertising Southeastern Institute of Research 62 Improving VDOT Performance

63. Pulsar Advertising Southeastern Institute of Research 63 Improving VDOT Performance In order to improve satisfaction and trust of VDOT, it is important to understand what attributes and functions impact satisfaction and trust. In order to identify the attributes and functions that impact satisfaction and trust of VDOT, a series of regression analyses (multiple and univariate) have been conducted to identify the attributes and functions that bring about satisfaction and trust of VDOT. The results of those analyses are presented on the next several slides.

64. Pulsar Advertising Southeastern Institute of Research 64 Maintenance/constr: roadways Traffic mg’t & incident response Management of public funds Responsive to needs of citizens Communicating Quality of ride Rest areas & welcome centers Maintenance/constr: bridges Cleanliness of roadways Appearance of roadside Signs & pavement markings Safety of roadways Planning with communities Accuracy of information Daily traffic flow Readability of signs Total of 52 attributes tested Overall satisfaction with VDOT Increasing Satisfaction with VDOT: The Hypothesized Model

65. Pulsar Advertising Southeastern Institute of Research 65 Management of public funds Traffic man. & incident response Maintenance/constr. (summary) Responsive to needs of citizens Communications (summary) Quality of ride (summary) Rest areas (summary) Maintenance/constr: bridges Cleanliness of roadways (summary) Appearance of roadside (summary) Signs/pavement markings (summary) Safety of roadways Planning with communities Overall satisfaction with VDOT Increasing Satisfaction with VDOT: The Revised Hypothesized Model

66. Pulsar Advertising Southeastern Institute of Research 66 Management of public funds Traffic man. & incident response Maintenance/constr. Responsive to needs of citizens Overall satisfaction with VDOT Increasing Satisfaction with VDOT: The Derived Model.054 Multiple regression was used to develop the model. Communications Quality of ride Safety of roadways Planning with communities.076.268.111.155.080.077

67. Pulsar Advertising Southeastern Institute of Research 67 Management of public funds Traffic man. & incident response Maintenance/constr. Responsive to needs of citizens Overall satisfaction with VDOT Increasing Satisfaction with VDOT: The Derived Model.054 Multiple regression was used to develop the model. Communications Quality of ride Safety of roadways Planning with communities.076.268.111.155.080.077 Do not have significant impact on satisfaction: Rest areas Cleanliness of roadways Appearance of roadside Signs/pavement markings

68. Pulsar Advertising Southeastern Institute of Research 68 Management of public funds Traffic man. & incident response Maintenance/constr. Responsive to needs of citizens Overall satisfaction with VDOT Increasing Satisfaction with VDOT: The Derived Model.054 Multiple regression was used to develop the model. Communications Quality of ride Safety of roadways Planning with communities.076.268.111.155.080.077 Do not have significant impact on satisfaction: Rest areas Cleanliness of roadways Appearance of roadside Signs/pavement markings

69. Pulsar Advertising Southeastern Institute of Research 69 Accuracy Usefulness VDOT Communications Driving Satisfaction with VDOT Communications: The Derived Model Timeliness Ease of obtaining Amount of information.071.210.203.081.221 Multiple regression was used to develop the model.

70. Pulsar Advertising Southeastern Institute of Research 70 Regular maintenance Unexpected maintenance Maintenance & Construction Driving Satisfaction with Maintenance & Construction: The Derived Model Multiple regression was used to develop the model. Maintenance & construction of bridges.324.212.108

71. Pulsar Advertising Southeastern Institute of Research 71 Trust of VDOT Increasing Trust in VDOT: The Derived Model Overall satisfaction with VDOT.787 Regression was used to develop the model.

72. Pulsar Advertising Southeastern Institute of Research 72 Trust of VDOT Overall satisfaction with VDOT Communications Traffic man. & incident response Planning with communities Responsive to needs of citizens Quality of ride Management of public funds Safety of roadways Maintenance & construction Accuracy Usefulness Timeliness Ease of obtaining Amount Regular maint. Unexpected maint. Bridge maint. Driving Satisfaction & Trust: The Derived Model.071.210.203.081.221.324.212.108.155.076.077.111.080.054.080.268.787

73. Pulsar Advertising Southeastern Institute of Research 73 Trust of VDOT Overall satisfaction with VDOT Communications Traffic man. & incident response Planning with communities Responsive to needs of citizens Quality of ride Management of public funds Safety of roadways Maintenance & construction Accuracy Usefulness Timeliness Ease of obtaining Amount Regular maint. Unexpected maint. Bridge maint. Driving Satisfaction & Trust: The Derived Model.071.210.203.081.221.324.212.108.155.076.077.111.080.054.080.268.787

74. Pulsar Advertising Southeastern Institute of Research 74 Builds trust equity: Belief in VDOT in good times – and bad Drives satisfaction with VDOT Performance of daily VDOT activities Driving Satisfaction & Trust: The Derived Model

75. Pulsar Advertising Southeastern Institute of Research 75 VDOT Opportunity Map Satisfaction Rating Driver (importance) NEED TO IMPROVE BUILD AND MAINTAIN LOWER PRIORITYRESERVE STRENGTH

76. Pulsar Advertising Southeastern Institute of Research 76 Seven Areas Offer the Greatest Opportunity for VDOT Improvement Satisfaction Rating Driver (importance) NEED TO IMPROVE BUILD AND MAINTAIN LOWER PRIORITYRESERVE STRENGTH Communications Traffic management & incident response Planning Responsiveness to needs of citizens Quality of ride Management of public funds Maintenance & construction Safety of roadways Rest areas Cleanliness of highways and roadways Appearance of roadside Signs and pavement markings

77. Pulsar Advertising Southeastern Institute of Research 77 Seven Areas Offer the Greatest Opportunity for VDOT Improvement Satisfaction Rating Driver (importance) NEED TO IMPROVE BUILD AND MAINTAIN LOWER PRIORITYRESERVE STRENGTH Communications Traffic management & incident response Planning Responsiveness to needs of citizens Quality of ride Management of public funds Maintenance & construction Safety of roadways Rest areas Cleanliness of highways and roadways Appearance of roadside Signs and pavement markings

78. Pulsar Advertising Southeastern Institute of Research 78 The Seven Areas of Greatest Opportunity Represent a Combination of Factors across Several Dimensions Operational Dimension “Intangibles” Dimension Traffic management & incident response Maintenance & construction Quality of ride Management of public funds Responsive to needs of citizens Communications Planning with communities

79. Pulsar Advertising Southeastern Institute of Research 79 Satisfaction with VDOT Is Driven by a Combination of Factors across Several Dimensions Operational Dimension “Intangibles” Dimension Traffic management & incident response Maintenance & construction Quality of ride Communications Management of public funds Responsive to needs of citizens Communications Planning with communities

80. Pulsar Advertising Southeastern Institute of Research 80 Conclusion & Implication Conclusion: Seven key areas offer opportunity to improve the level of satisfaction and trust Virginia residents have in regard to VDOT. Implication: Ensure that resource prioritization includes these seven key areas: Quality of ride Communicating Maintenance and construction Traffic management and incident response Responsiveness to needs/preferences of citizens Planning for future needs Management of public funds

81. Pulsar Advertising Southeastern Institute of Research 81 Conclusion & Implication Conclusion: Seven key areas offer opportunity to improve the level of satisfaction and trust Virginia residents have in regard to VDOT. Implication: Ensure that resource prioritization includes these seven key areas: Quality of ride Communicating Maintenance and construction Traffic management and incident response Responsiveness to needs/preferences of citizens Planning for future needs Management of public funds Additional examination of “responsive- ness to needs/prefer- ences of citizens” should be included in future waves of this study.

82. Pulsar Advertising Southeastern Institute of Research 82 Conclusion & Implication Conclusion: VDOT’s performance on these measures tends to vary across Districts. Its strongest performance tends to be, consistently, in Staunton, Bristol, Lynchburg and Salem. Its weakest performance is most often posted for Northern Virginia, Fredericksburg and Hampton Roads. Richmond and Culpeper tend to fall between these two extremes. Implication: All Districts are important to grow and maintain VDOT’s performance statewide. But, improvements in Northern Virginia, Fredericksburg and Hampton Roads are needed in particular.

83. Pulsar Advertising Southeastern Institute of Research 83 Recommended Monitoring and Reporting Schedule Monitor and report 4x each year Monitor & report annually TrustAll measures Satisfaction Communications overall & 5 drivers Traffic management/ incident response Planning with communities Responsiveness to needs of citizens Quality of ride overall Management of public funds Safety of roadways Maintenance & construction overall & 3 drivers

84. Pulsar Advertising Southeastern Institute of Research 84 Contact with VDOT

85. Pulsar Advertising Southeastern Institute of Research 85 As Reported Earlier, Virtually All Virginia Residents Have Contact with VDOT Q15: Tell me, in which of the following ways have you come into contact with VDOT during the past year? * 2007 differs significantly from 2006 at a 95% confidence level *

86. Pulsar Advertising Southeastern Institute of Research 86 Contact with VDOT Has Stayed Fairly Constant over the Past Year – In All Districts 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? * 2007 differs significantly from 2006 at a 95% confidence level * *

87. Pulsar Advertising Southeastern Institute of Research 87 Virginia Residents Continue to Have High Levels of Contact with VDOT – But, For the Most Part, They Do Not Initiate the Contact 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? No statistically significant changes are posted in comparison to 2006. 9% have called 511; and, 8% have accessed 511 online Data weighted to be representative of Virginia population.

88. Pulsar Advertising Southeastern Institute of Research 88 Districts Vary Slightly in the Type of Contact Residents Have with VDOT Residents of Northern Virginia and Hampton Roads are more likely than the other Districts to have encountered electronic message boards. Hampton Roads’ residents are also more likely to have encountered Safety Service Patrols. Northern Virginia residents are more likely to have searched the VDOT Web site and more likely to have sent an email to VDOT. Residents of Hampton Roads and Fredericksburg are more likely to have accessed 511 online but not more likely to have called 511. Residents of Lynchburg and Bristol are more likely to have called a VDOT office. Residents of Bristol and Salem are less likely to have read or heard anything about VDOT in the news.

89. Pulsar Advertising Southeastern Institute of Research 89 About One-fourth of Those Who Contacted VDOT Reported a Problem or Voiced a Complaint Q16: You indicated that you have had contact with VDOT during the past year. Which of the following best describes the nature of that contact? 26% contacted VDOT for a negative issue 48% contacted VDOT for a neutral issue Only 3% contacted VDOT for a positive issue It is unknown whether these points of contact were positive or negative in nature. Data weighted to be representative of Virginia population.

90. Pulsar Advertising Southeastern Institute of Research 90 Slightly Fewer Reported a Problem This Year – While Slightly More Requested Information Q16: You indicated that you have had contact with VDOT during the past year. Which of the following best describes the nature of that contact? Data weighted to be representative of Virginia population. * 2007 differs significantly from 2006 at a 95% confidence level * * * *

91. Pulsar Advertising Southeastern Institute of Research 91 Two-thirds of Those Who Had Specific Interaction with VDOT Report that the Tone of the Interaction Was Positive Q17: Still thinking about this specific interaction with VDOT, how would you characterize the nature of the tone of that interaction? 65% NOTE: Question asked of those who contacted VDOT with a complaint, problem, question, or request. Data weighted to be representative of Virginia population.

92. Pulsar Advertising Southeastern Institute of Research 92 The Tone of Interactions with VDOT Is about the Same This Year as Last Year Q17: Still thinking about this specific interaction with VDOT, how would you characterize the nature of the tone of that interaction? NOTE: Question asked of those who contacted VDOT with a complaint, problem, question, or request. Data weighted to be representative of Virginia population. * 2007 differs significantly from 2006 at a 95% confidence level *

93. Pulsar Advertising Southeastern Institute of Research 93 Two-thirds of VDOT Employees Contacted Had Sufficient Knowledge to Answer Inquiries Q18: During your interaction with VDOT, how would you characterize the knowledge and ability of the VDOT employees with whom you spoke to find an answer to your inquiry? NOTE: Question asked of those who contacted VDOT with a complaint, problem, question, or request. 62% Data weighted to be representative of Virginia population.

94. Pulsar Advertising Southeastern Institute of Research 94 Perception of the Ability of VDOT Employees to Respond to Inquiries Is about the Same this Year as Last Q18: During your interaction with VDOT, how would you characterize the knowledge and ability of the VDOT employees with whom you spoke to find an answer to your inquiry? NOTE: Question asked of those who contacted VDOT with a complaint, problem, question, or request. Data weighted to be representative of Virginia population. * 2007 differs significantly from 2006 at a 95% confidence level *

95. Pulsar Advertising Southeastern Institute of Research 95 More than 40% Were Not Satisfied with the Way Their Problem Was Handled by VDOT Q19: You mentioned that you voiced a complaint or reported a problem to VDOT. How satisfied are you with the way that complaint or problem was handled by VDOT? NOTE: Question asked of those who contacted VDOT with a problem or complaint. 42% were not satisfied Data weighted to be representative of Virginia population.

96. Pulsar Advertising Southeastern Institute of Research 96 Satisfaction with VDOT’s Handling of Complaints and Problems Has Remained at about the Same Levels in 2006 and 2007 Q19: You mentioned that you voiced a complaint or reported a problem to VDOT. How satisfied are you with the way that complaint or problem was handled by VDOT? NOTE: Question asked of those who contacted VDOT with a problem or complaint. Data weighted to be representative of Virginia population.

97. Pulsar Advertising Southeastern Institute of Research 97 Relationship Between Nature of Contact and Satisfaction/Trust

98. Pulsar Advertising Southeastern Institute of Research 98 How VDOT Handles a Complaint Makes a Difference – VDOT Has the Power to Turn a Negative into a Positive Overall Satisfaction Trust Q19: You mentioned that you voiced a complaint or reported a problem to VDOT. How satisfied are you with the way in which your complaint or problem was handled by VDOT? Example of how to read graph: 72% of those satisfied with how their complaint was handled are satisfied with VDOT overall. In contrast, only 22% of those not satisfied with handling of their complaint are satisfied with VDOT overall. Data weighted to be representative of Virginia population.

99. Pulsar Advertising Southeastern Institute of Research 99 VDOT Can Control the Outcome of an Interaction by Managing the Tone of the Interaction Overall Satisfaction Trust Example of how to read graph: 56% of those who reported the tone of the interaction with VDOT as positive are satisfied with VDOT overall. In contrast, only 20% who reported the tone as negative are satisfied with VDOT overall. Q17: Still thinking about this specific interaction with VDOT, how would you characterize the nature of the tone of that interaction? Data weighted to be representative of Virginia population.

100. Pulsar Advertising Southeastern Institute of Research 100 The Perceived Knowledge and Ability of VDOT Employees Also Impacts the Outcome of Interaction Overall Satisfaction Trust Q18: During your interaction with VDOT, how would you characterize the knowledge and ability of the VDOT employees with whom you spoke to find an answer to your inquiry? Example of how to read graph: 53% of those who said that the knowledge of VDOT employee was sufficient are satisfied with VDOT overall. In contrast, only 21% of those who said the knowledge of VDOT employee was not sufficient are satisfied with VDOT overall. Data weighted to be representative of Virginia population.

101. Pulsar Advertising Southeastern Institute of Research 101 Conclusion & Implication Conclusion: As would be expected, residents of Virginia are less likely to contact VDOT to voice a compliment than to report a problem or complaint or request information/ask a question. VDOT often manages these encounters “successfully” in that about two-thirds feel the knowledge of VDOT employees was sufficient, and two-thirds say that the tone of the interaction was positive. These qualities and experiences are important because they lead to satisfaction and trust of VDOT. Implication: Every VDOT-citizen interaction matters. Continue to develop the communications skills of all VDOT employees who are in positions that involve citizen contact.

102. Pulsar Advertising Southeastern Institute of Research 102 511 Virginia

103. Pulsar Advertising Southeastern Institute of Research 103 Unaided Awareness of 511 Virginia Telephone Is 4%; It Is 3% 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 10%. Data weighted to be representative of Virginia population.

104. Pulsar Advertising Southeastern Institute of Research 104 In Total, Slightly More than One-third 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? 38% are aware of 511 Virginia Data weighted to be representative of Virginia population.

105. Pulsar Advertising Southeastern Institute of Research 105 Nearly Half of the Residents of Staunton and Richmond Are Aware of 511 Virginia, While Only One-fourth of Residents of Northern Virginia 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? 48% 47% 44% 42% 34% 31% 25%

106. Pulsar Advertising Southeastern Institute of Research 106 Nearly Half of the Residents of Staunton and Richmond Are Aware of 511 Virginia, While Only One-fourth of Residents of Northern Virginia 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? 48% 47% 44% 42% 34% 31% 25%

107. Pulsar Advertising Southeastern Institute of Research 107 Radio or TV Reports and VDOT Highway Message Signs Are Mentioned More often than Other Forms of Communication as Being “Most Useful” – Including 511 Q22: Which of the following tools do you find most useful for providing you with traffic information to plan your routes when traveling? 2% said 511 telephone is most useful; and, 2% said the 511 Web site is most useful. Data weighted to be representative of Virginia population.

108. Pulsar Advertising Southeastern Institute of Research 108 Usefulness of 511 Has Doubled Since Last Year In 2006, 2% said 511 Virginia was the most useful tool (telephone and online not separated).* 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. * 2007 differs significantly from 2006 at a 95% confidence level * *

109. Pulsar Advertising Southeastern Institute of Research 109 Familiarity of the Telephone Service Is about Twice the Level of the Web Site – But, There Is Opportunity to Grow Familiarity with Both 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”? NOTE: Question asked of those aware of 511 telephone / Web site. Question not asked previously. Data weighted to be representative of Virginia population.

110. Pulsar Advertising Southeastern Institute of Research 110 Slightly More than 1 out of 10 Virginia Residents Have Ever Used 511 Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler information? Telephone only7% Online only3% Both telephone 3% & online Data weighted to be representative of Virginia population.

111. Pulsar Advertising Southeastern Institute of Research 111 Residents of Staunton and Hampton Roads Are Most Likely to Have Ever Called or Logged Onto 511 Virginia Q25a: Have you ever called or logged onto 511 Virginia for traffic or traveler information?

112. Pulsar Advertising Southeastern Institute of Research 112 Both Information Needs (e.g., Traffic) and Specific Media (e.g., Highway Sign) Prompt the Use of 511 Virginia Traffic16% Word of mouth14% Highway sign11% Advertisement8% Weather7% Trip planning6% Web link6% Don’t know4% 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.

113. Pulsar Advertising Southeastern Institute of Research 113 511 Users Tend to Be “Repeat” Users Frequency of Using 511 Telephone service Online service Used one time30%28% Used more than once69%71% 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.

114. Pulsar Advertising Southeastern Institute of Research 114 511 Users Tend to Be “Repeat” Users Frequency of Using 511 Telephone service Online service Used one time30%28% Used more than once69%71% Q27: How many times have yu 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 more than one time. Data weighted to be representative of Virginia population.

115. Pulsar Advertising Southeastern Institute of Research 115 About Two-thirds of Repeat 511 Users – Both Telephone and Online – Use the Service Less Often than Once a Month Frequency of Using 511 Telephone service Online service Less often than once a month68%67% Several times a month but not every week 16%21% About once a week5%6% More than once a week10%5% Q28a/Q33: 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.

116. Pulsar Advertising Southeastern Institute of Research 116 Telephone Users Are Seeking Information about Traffic Conditions; Online Users Are as Likely to Be Seeking Information about Road Conditions as Traffic Conditions Frequency of Using 511 Telephone service Online service Traffic conditions58%40% Road conditions33%38% Alternate routes24%21% Weather14%16% Trip planning7%12% Location of traveler services6%4% Other5%3% Nothing in particular1%6% Don’t know1%- Q28b: Which of the following best describes the type of information you were seeking when you called 511 telephone service? Q33b: 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.

117. Pulsar Advertising Southeastern Institute of Research 117 Half of Those Using 511 – Either Telephone or Online – Changed Their Behavior Based on the Information Obtained Telephone service Online service Changed behavior (net)50% Based on the information I obtained, I changed my route or took another road 38%30% Based on the information I obtained, I changed my travel time 18%22% Based on information received, changed to another type of transportation 3%2% Obtained some information, but did not change behavior (net) 36%42% I obtained helpful information, but did not change travel in any way 30%34% Obtained information but it was not helpful8%9% No information (net)15%2% Not able to obtain any information9%1% Information sought was not available7%1% The information obtained reduced the stress or frustration of trip 17%20% Don’t know2%3% 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.

118. Pulsar Advertising Southeastern Institute of Research 118 Users of Both the Telephone Service and the Web Site Are Moderately Satisfied Q30/Q35: Thinking about the 511 telephone/online service overall, how satisfied are you with the 511 telephone service? Telephone Web site Data weighted to be representative of Virginia population.

119. Pulsar Advertising Southeastern Institute of Research 119 About Half of Telephone Users and Web Site Users Are Likely 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 Web site Data weighted to be representative of Virginia population.

120. Pulsar Advertising Southeastern Institute of Research 120 Conclusion & Implication Conclusion: Currently, about one-third of Virginia residents are aware of 511 Virginia. Usefulness of 511 Virginia has doubled since last year, going from 2% to 4%. Implication: Continue to market and promote 511 Virginia – both telephone and online. Expect levels of both awareness and usage to increase – especially with the launch of the new Web site. However, quarterly monitoring of usage levels may be too frequent to “read” differences over time.

121. Pulsar Advertising Southeastern Institute of Research 121 Conclusion & Implication Conclusion: Residents most often use the 511 telephone service to obtain traffic information. The online service is used for traffic information as well as road conditions, alternate routes, weather and trip planning. Implication: The type of information that drives usage of 511 telephone and online may not yet be established clearly. While traffic information is important – especially for use of the telephone service – there are numerous reasons for using 511. The availability of traffic information at 511 will be an important component of marketing messages. But, messages should not be limited to this idea. Explore the development of marketing messages capturing the other types of information (benefits) available at 511 Virginia.

122. Pulsar Advertising Southeastern Institute of Research 122 Summary of Key Findings

123. Pulsar Advertising Southeastern Institute of Research 123 Summary of Key Findings VDOT posts significant improvement since last year on key measures of satisfaction and trust – but, there continues to be opportunity to improve these scores. Resident satisfaction and trust vary across District. The most positive scores are posted for Lynchburg, Bristol, Staunton, and Salem. Lower levels of satisfaction and trust are posted for Hampton Roads and Fredericksburg. In terms of specific functional areas, VDOT’s highest satisfaction ratings tend to be for physical attributes and conditions of the roadways. Lowest ratings are for issues related to planning and management. Satisfaction with specific functional areas also varies across District. More positive ratings are reported for rural areas, such as Lynchburg, Bristol, Staunton, and Salem. Less favorable ratings are posted for larger urban areas, such as Northern Virginia, Hampton Roads and Fredericksburg.

124. Pulsar Advertising Southeastern Institute of Research 124 Summary of Key Findings A model was developed to identify the attributes and factors that drive satisfaction and trust of VDOT. This model identifies 8 key drivers. By improving its performance on these drivers, VDOT will be able to improve its overall level of satisfaction and build trust equity. The 8 key drivers are: –Management of public funds –Traffic management and incident response –Maintenance and construction –Responsiveness to needs of citizens –Communications –Quality of ride –Safety of ride –Planning with communities (Note: Drivers are listed in no specific order.)

125. Pulsar Advertising Southeastern Institute of Research 125 Summary of Key Findings The model also identifies a statistically significant relationship between satisfaction and trust. By growing satisfaction, VDOT will also grow its level of trust equity – the belief and support of Virginians in good times and in bad. The significant attributes and factors identified in the model should be monitored quarterly and reported on the Dashboard. Slightly more than one-third of Virginians are aware of 511 Virginia. Awareness is highest in Staunton and Richmond and lowest in Northern Virginia. Slightly more than 1 out of 10 Virginians have ever used 511 Virginia. Residents are about twice as likely to have used the telephone service as the Web site. The need to obtain information about traffic conditions often seems to drive use of 511 Virginia – especially the telephone service. But, a variety of information is sought, including road conditions, alternate routes, weather and trip planning.

126. Pulsar Advertising Southeastern Institute of Research 126 Thank You For additional information on this study, please contact Karen Smith, Ph.D., at SIR, Inc., ksmith@sirresearch.com

127. Pulsar Advertising Southeastern Institute of Research 127 Appendix

128. Pulsar Advertising Southeastern Institute of Research 128 Satisfaction with VDOT: Functional Areas Across Districts

129. Pulsar Advertising Southeastern Institute of Research 129 Satisfaction with VDOT: Communications

130. Pulsar Advertising Southeastern Institute of Research 130 The Highest Level of Satisfaction with VDOT Communications Is for Accuracy of the Information – Lowest Is Related to the 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: 46% 42% 36% 30% 39% Data weighted to be representative of Virginia population.

131. Pulsar Advertising Southeastern Institute of Research 131 Lower Levels of Satisfaction Are Posted for Hampton Roads, Northern Virginia, and Fredericksburg in Regard to The Accuracy of Information Provided by VDOT Q7a: 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: The accuracy of information provided by VDOT? 59% 55% 49% 41% 39% 51% 52% 41%

132. Pulsar Advertising Southeastern Institute of Research 132 Staunton Residents Are Most Satisfied with the Usefulness of VDOT Information Q7b: 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: Usefulness of information provided by VDOT? 55% 48% 47% 43% 42% 33% 45% 46% 36%

133. Pulsar Advertising Southeastern Institute of Research 133 Fredericksburg Residents Are Not as Satisfied with the Timeliness of VDOT Information as Other Districts Q7c: 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: The timeliness of information provided by VDOT? 53% 47% 45% 38% 37% 26% 40% 43% 34%

134. Pulsar Advertising Southeastern Institute of Research 134 Ease of Obtaining Information Appears to Be a Problem Statewide – Satisfaction Levels Are Below 50% in All Districts Q7d: 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: The ease of obtaining information provided by VDOT? 48% 46% 45% 34% 33% 31% 36% 40% 31%

135. Pulsar Advertising Southeastern Institute of Research 135 The Amount or Quantity of Information Provided by VDOT Appears to Be a Problem Throughout the State – The Highest Level of Satisfaction Is Posted for Staunton at 40% Q7e: 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: The quantity or amount of information or communications you receive from VDOT? 40% 38% 37% 30% 29% 18% 30% 34% 26% But, it’s not clear if residents are receiving too much information or not enough.

136. Pulsar Advertising Southeastern Institute of Research 136 Satisfaction with VDOT: Maintenance

137. Pulsar Advertising Southeastern Institute of Research 137 Residents Are Slightly More Satisfied with VDOT’s Regular Maintenance of the Roadways than Its Response to Unexpected Maintenance Needs Q8: Overall, how satisfied are you with: 42% 36% Data weighted to be representative of Virginia population.

138. Pulsar Advertising Southeastern Institute of Research 138 Staunton Residents Are Most Likely to Be Satisfied with VDOT’s Regular Maintenance; Hampton Roads, Richmond and Fredericksburg Are Least Likely Q8a: Overall, how satisfied are you with VDOT’s regular maintenance of roadways and highways? 62% 56% 52% 44% 35% 32% 45% 52% 33%

139. Pulsar Advertising Southeastern Institute of Research 139 Similarly, Staunton Residents Are Most Likely to Be Satisfied with VDOT’s Response to Unexpected Maintenance Needs; Hampton Roads, Richmond and Fredericksburg Are Least Likely to Be Satisfied Q8b: Overall, how satisfied are you with VDOT’s ability to meet unexpected maintenance needs, such as repairing potholes or clearing debris from the road? 54% 48% 46% 38% 27% 25% 42% 44% 26%

140. Pulsar Advertising Southeastern Institute of Research 140 Satisfaction with VDOT: Quality of Ride

141. Pulsar Advertising Southeastern Institute of Research 141 About Half of Virginia Residents Are Satisfied with the Smoothness of the Ride Q9: Now, think about the quality of the ride experienced on Virginia roads and highways. How satisfied are you with: 49% 33% 30% 31% But, only about a third are satisfied with issues related to the management of disruptions and traffic flow. Data weighted to be representative of Virginia population.

142. Pulsar Advertising Southeastern Institute of Research 142 Staunton, Lynchburg and Bristol Residents Are Most Likely to Be Satisfied with the Smoothness of the Ride on Virginia Roads and Highways Q9a: Now, think about the quality of the ride experienced on Virginia roads and highways. How satisfied are you with the smoothness of the ride experienced on most roads and highways in Virginia? 69% 63% 61% 52% 40% 32% 56% 57% 38%

143. Pulsar Advertising Southeastern Institute of Research 143 There Is Opportunity for VDOT to Improve Management of Traffic Congestion Statewide Q9b: Now, think about the quality of the ride experienced on Virginia roads and highways. How satisfied are you with VDOT’s management of traffic congestion in order to minimize disruptions of your travel? 54% 51% 48% 30% 22% 16% 32% 44% 19% Satisfaction ratings are especially low in Hampton Roads, Northern Virginia and Fredericksburg.

144. Pulsar Advertising Southeastern Institute of Research 144 Residents of Northern Virginia, Hampton Roads, and Fredericksburg Are Not Especially Satisfied with VDOT’s Management of Projects to Minimize Delays and Disruptions – Satisfaction Levels in These Districts Are One-fourth or Lower Q9c: Now, think about the quality of the ride experienced on Virginia roads and highways. How satisfied are you with VDOT’s management of road and highway projects to minimize traffic delays and disruptions? 51% 50% 36% 25% 21% 37% 49% 24%

145. Pulsar Advertising Southeastern Institute of Research 145 Only Slightly More than One out of Ten Residents of Northern Virginia and Fredericksburg Are Satisfied with the General Flow of Traffic on a Day-to-Day Basis Q9c: Now, think about the quality of the ride experienced on Virginia roads and highways. How satisfied are you with the general flow of traffic on a day-to-day basis? 61% 51% 30% 22% 12% 35% 48% 16%

146. Pulsar Advertising Southeastern Institute of Research 146 Satisfaction with VDOT: Emergency Response

147. Pulsar Advertising Southeastern Institute of Research 147 The Highest Levels of Satisfaction with VDOT in Regard to Emergency Response Are Posted for Being Prepared for Inclement Weather and Snow Removal Q10: Based on your experience and perceptions, how satisfied are you with VDOT in regard to: 63% 59% 41% 39% 45% Residents are less satisfied with how VDOT responds to traffic incidents. Data weighted to be representative of Virginia population.

148. Pulsar Advertising Southeastern Institute of Research 148 Satisfaction with the Timeliness of VDOT’s Response to Traffic Incidents Ranges from a High of 62% in Lynchburg to 34% in Fredericksburg and 35% in Northern Virginia Q10a: Based on your experience and perceptions, how satisfied are you with VDOT in regard to: timely response to traffic incidents? 62% 58% 46% 42% 34% 48% 57% 35%

149. Pulsar Advertising Southeastern Institute of Research 149 Satisfaction with VDOT’s Ability to Resolve Traffic Incidents Is Highest In Bristol and Lynchburg – 60% or More of These Residents Are Satisfied Q10b: Based on your experience and perceptions, how satisfied are you with VDOT in regard to: its ability to resolve traffic incidents? 63% 60% 57% 41% 34% 30% 43% 53% 34% Satisfaction drops to about half that level in Hampton Roads, Fredericksburg, and Northern Virginia.

150. Pulsar Advertising Southeastern Institute of Research 150 Bristol, Salem, Staunton and Lynchburg Are Most Satisfied with VDOT’s Ability to Manage Traffic Flow during Incident Response Q10c: Based on your experience and perceptions, how satisfied are you with VDOT in regard to: its ability to manage traffic flow during incident response? 61% 57% 55% 41% 34% 25% 42% 54% 28%

151. Pulsar Advertising Southeastern Institute of Research 151 Snow Removal Ratings Are Fairly Favorable Across the State – The Least Favorable Rating Is Posted for Hampton Roads Q10d: Based on your experience and perceptions, how satisfied are you with VDOT in regard to: snow removal? 72% 69% 68% 63% 58% 48% 66% 68% 55%

152. Pulsar Advertising Southeastern Institute of Research 152 Residents of Hampton Roads Are Also Least Likely to Be Satisfied with VDOT in Regard to Its Preparedness for Inclement Weather Q10d: Based on your experience and perceptions, how satisfied are you with VDOT in regard to: being prepared for inclement weather? 80% 77% 68% 61% 47% 69% 73% 61%

153. Pulsar Advertising Southeastern Institute of Research 153 Satisfaction with VDOT: Signs and Pavement Markings

154. Pulsar Advertising Southeastern Institute of Research 154 In Regard to Signage and Pavement Markings, Virginians Are Most Satisfied with the Readability and Visibility of Signs Q11: Think now about signage and pavement markings on Virginia roadways and highways. How satisfied are you with: 74% 64% 62% 54% 63% 71% 61% They are least satisfied with lighting. Data weighted to be representative of Virginia population.

155. Pulsar Advertising Southeastern Institute of Research 155 Residents Are More Likely to Be Satisfied that Roads and Highways Are Clearly Marked than Not – The Lowest Rating Is in Fredericksburg Q11a: Think now about signage and pavement markings on Virginia roadways and highways? How satisfied are you with: roads and highways clearly marked? 75% 73% 71% 64% 62% 55% 67% 70% 58%

156. Pulsar Advertising Southeastern Institute of Research 156 Residents in Most Districts Tend to Be Satisfied with the Readability of Signs Q11b: Think now about signage and pavement markings on Virginia roadways and highways? How satisfied are you with: readability of signs? 87% 82% 80% 74% 73% 69% 76% 80% 70%

157. Pulsar Advertising Southeastern Institute of Research 157 For the Most Part, Residents across All Districts Are Not Critical of the Visibility of Signs Q11c: Think now about signage and pavement markings on Virginia roadways and highways? How satisfied are you with: visibility of signs on roads and highways? 82% 78% 70% 65% 71% 74% 66%

158. Pulsar Advertising Southeastern Institute of Research 158 Residents of Hampton Roads and Fredericksburg Are Least Likely to Be Satisfied with Roadway Lighting Q11d: Think now about signage and pavement markings on Virginia roadways and highways? How satisfied are you with: lighting on roads and highways? 66% 63% 54% 43% 56% 46%

159. Pulsar Advertising Southeastern Institute of Research 159 Residents of Bristol, Lynchburg, Staunton, and Salem Are Most Likely to Be Satisfied with the Quality of Pavement Markings Q11e: Think now about signage and pavement markings on Virginia roadways and highways? How satisfied are you with: quality of pavement markings, such as lane stripes and pedestrian crossings? 72% 64% 60% 49% 65% 70% 58%

160. Pulsar Advertising Southeastern Institute of Research 160 Residents of Hampton Roads and Fredericksburg Are Least Likely to Be Satisfied with the Condition of Pavement Markings Q11f: Think now about signage and pavement markings on Virginia roadways and highways? How satisfied are you with: condition of pavement markings, such as lane stripes and pedestrian crossings? 74% 73% 70% 60% 59% 48% 65% 68% 53%

161. Pulsar Advertising Southeastern Institute of Research 161 Residents of Hampton Roads and Fredericksburg Are Also Least Likely to Be Satisfied with the Visibility of Pavement Markings Q11g: Think now about signage and pavement markings on Virginia roadways and highways? How satisfied are you with: visibility of pavement markings, such as lane stripes and pedestrian crossings? 72% 70% 63% 61% 51% 67% 69% 56%

162. Pulsar Advertising Southeastern Institute of Research 162 Satisfaction with VDOT: Rest Areas and Welcome Centers

163. Pulsar Advertising Southeastern Institute of Research 163 Satisfaction with Rest Areas & Welcome Centers Ranges from a High of 76% for Signs Indicating Their Locations to 46% for the 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: 76% 61% 55% 46% 60% 63% 54% Data weighted to be representative of Virginia population.

164. Pulsar Advertising Southeastern Institute of Research 164 About One-half or Fewer of Residents across All Districts Are Satisfied with the Number of Rest Areas and Welcome Centers Q12a: 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: the number of rest areas and welcome centers? 57% 54% 51% 48% 47% 38% 48% 49% 42%

165. Pulsar Advertising Southeastern Institute of Research 165 Residents of Northern Virginia Are Least Likely to Be Satisfied with the Condition of Rest Areas and Welcome Centers Q12b: 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: the condition of rest areas and welcome centers? 69% 68% 67% 61% 54% 63% 65% 59%

166. Pulsar Advertising Southeastern Institute of Research 166 Residents of Bristol, Lynchburg, and Staunton Are Most Satisfied with the Amenities at Rest Areas Q12c: 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: the amenities available at rest areas? 67% 63% 55% 54% 45% 55% 56% 53%

167. Pulsar Advertising Southeastern Institute of Research 167 Northern Virginians Are Least Likely to Be Satisfied with the Traveler Information Available at Rest Areas Q12c: 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: the traveler information available at rest areas? 79% 75% 70% 65% 63% 52% 67% 60%

168. Pulsar Advertising Southeastern Institute of Research 168 Satisfaction with the Cleanliness of Rest Areas and Welcome Centers Ranges from a Low of 52% in Northern Virginia to 68% in Bristol and Staunton Q12c: 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: the cleanliness of rest areas and welcome centers? 68% 66% 58% 52% 61% 65% 55%

169. Pulsar Advertising Southeastern Institute of Research 169 Satisfaction with the Safety of Rest Areas and Welcome Centers Is Highest in Staunton and Bristol – It Is Lowest in Fredericksburg Q12f: 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: the safety of rest areas and welcome centers? 64% 63% 58% 55% 54% 49% 56% 52%

170. Pulsar Advertising Southeastern Institute of Research 170 Residents of All Districts Are Relatively Satisfied with the Signs Indicating Locations of Rest Areas and Welcome Centers Q12g: 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: the signs indicating locations of rest areas and welcome centers? 87% 83% 81% 79% 76% 69% 80% 73%

171. Pulsar Advertising Southeastern Institute of Research 171 Satisfaction with VDOT: Litter Removal

172. Pulsar Advertising Southeastern Institute of Research 172 In Regard to Litter Removal, Residents Are Least Satisfied with the Appearance of Construction Sites Q13: How satisfied are you with: 67% 55% 51% 44% 52% They are most satisfied with the appearance of plants, grasses and flowers along roadsides. Data weighted to be representative of Virginia population.

173. Pulsar Advertising Southeastern Institute of Research 173 In Most Districts, Satisfaction with Litter Removal Is about 50% or Lower Q13a: How satisfied are you with: frequency of litter removal and clean-up on the roads and highways of Virginia? 65% 54% 50% 49% 41% 53% 48% Staunton is the exception.

174. Pulsar Advertising Southeastern Institute of Research 174 All Districts Seem to Be Relatively Satisfied with the Appearance of Plants, Grasses, and Flowers along the Roadsides Q13b: How satisfied are you with: appearance of plants, grasses and flowers along roadsides across Virginia? 84% 77% 75% 65% 63% 61% 67% 73% 62%

175. Pulsar Advertising Southeastern Institute of Research 175 With the Exception of Staunton, Satisfaction with Weed Control Is Only at about 50% or Lower Q13c: How satisfied are you with: weed control along roadsides? 67% 53% 51% 48% 42% 52% 53% 47%

176. Pulsar Advertising Southeastern Institute of Research 176 Staunton Also Posts the Highest Level of Satisfaction with the Frequency of Mowing Q13d: How satisfied are you with: frequency of mowing along roadsides? 66% 58% 56% 53% 52% 47% 54% 47%

177. Pulsar Advertising Southeastern Institute of Research 177 Satisfaction with the Appearance of Road Construction Sites Ranges from a High of 61% in Staunton to a Low of 35% in Northern Virginia Q13e: How satisfied are you with: appearance of road and highway construction sites? 61% 56% 54% 48% 41% 35% 49% 51% 39%

178. Pulsar Advertising Southeastern Institute of Research 178 Satisfaction with VDOT: Budget

179. Pulsar Advertising Southeastern Institute of Research 179 Satisfaction Levels for All Measures of Budget Management Are Low Q14: Overall, how satisfied are you with VDOT in regard to: 32% 28% 24% 26% Data weighted to be representative of Virginia population.

180. Pulsar Advertising Southeastern Institute of Research 180 Levels of Satisfaction with VDOT in Regard to Completing Projects on Time Are Low Across All Districts – Especially Hampton Roads, Fredericksburg, and Richmond Q14a: How satisfied are you with VDOT in regard to: completing projects on time? 42% 41% 37% 30% 25% 20% 31% 32% 21%

181. Pulsar Advertising Southeastern Institute of Research 181 Levels of Satisfaction with VDOT in Regard to Completing Projects on Budget Are Quite Low Across All Districts Q14b: How satisfied are you with VDOT in regard to: completing projects on budget? 34% 33% 24% 20% 19% 24% 25% 19%

182. Pulsar Advertising Southeastern Institute of Research 182 Residents of Virginia in All Districts Are Concerned that VDOT Is Not Building Projects That Are Appropriate Solutions to Community Needs Q14c: How satisfied are you with VDOT in regard to: building projects that are appropriate solutions to community needs? 48% 45% 43% 31% 27% 23% 36% 39% 27%

183. Pulsar Advertising Southeastern Institute of Research 183 Regardless of the District, Virginia Residents Are Not Satisfied that VDOT Gives Priority to the Most Important Projects Q14d: How satisfied are you with VDOT in regard to: developing budgets that give priority to the most important projects and expenditures? 38% 35% 32% 23% 16% 25% 31% 20%

184. Pulsar Advertising Southeastern Institute of Research 184 Opinion Leaders

185. Pulsar Advertising Southeastern Institute of Research 185 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.

186. Pulsar Advertising Southeastern Institute of Research 186 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.

187. Pulsar Advertising Southeastern Institute of Research 187 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.

188. Pulsar Advertising Southeastern Institute of Research 188 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.

189. Pulsar Advertising Southeastern Institute of Research 189 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.

190. Pulsar Advertising Southeastern Institute of Research 190 Opinion Leaders Are Also Less Trusting of VDOT 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.