Florida Ditches the Comment Card for Driver Feedback by Opiniator.
A recent article in GovTech on driver feedback in Florida features our work at their freeway rest areas. GovTech is an online and a hardcopy magazine that covers the use of innovative technology across Government agencies. Specifically, this includes Federal, State, and Municipal agencies. Moreover, the subject categories cover Cybersecurity, through Emerging Technology and Government Experience. With this in mind, the use of on-location visitor feedback is a highly appropriate feature. More specifically, visitor feedback in Florida’s rest areas is no longer from paper comment cards. Instead, they switched to the digital comment card from Opiniator.
GovTech is documenting those agencies who have initiatives that improve citizen experience. This is critical as most Government agencies have below industry customer experience and satisfaction metrics. Specifically, experience ratings versus the private sector are the worst. For example, according to NextGov,
The index shows a wide gap between the sort of customer experience citizens receive from industry and what they’re getting from the government. Overall, the government scored the lowest among all industries in customer experience with an average score of 68. To emphasize, that’s 14 points behind the banking industry.
To put it another way, Washington still dominates the bottom of the customer experience index.
The same report suggests that customer experience can be the galvanizing metric to help Government agencies prioritize services. In addition, customer experience underscores improvements needed to drive better outcomes across all touchpoints. GovTech is very keen to highlight agencies that buck this trend, and over-deliver on the customer experience. In light of this, they included an article incorporating our work with FDOT, who are now improving the visitor experience at their freeway rest areas.
FDOT Driver Feedback
The Department of Transportation in Florida (FDOT) has been using Opiniator for a number of years now throughout the state at all their freeway rest areas. Like many state agencies, they had been using paper-based comment cards at the rest areas. As we have noted before, there are at least twelve reasons to stop using the comment card. With this in mind, FDOT recognized that not enough driver and visitor feedback was being generated, and even that feedback was not actioned. Consequently, more rest area users experienced the same issue and satisfaction ratings decreased.
On-site signage invites drivers to give feedback. Signage placed in high traffic areas shows how the drivers’ own cell phone delivers feedback via a short survey. For instance, they can select SMS, Phone call or the Web. This immediately delivers up to eight questions about their rest area experience.
Florida DOT Ditches Comment Cards for Digital Feedback System
Florida joins eleven other Department of Transportation state agencies incorporating Opiniator within their rest areas. Driver feedback using Opiniator is in over 450 rest areas across 12 states.
What we are doing is making it easy and convenient for the driver to give feedback on a device they are familiar with, and an input method they prefer.