Idaho Transportation Department Division of Motor Vehicles 2015 Customer Satisfaction Survey
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Summary
This report presents the findings of the 2015 Customer Satisfaction Survey conducted by the Idaho Transportation Department (ITD) Division of Motor Vehicles (DMV). Commissioned to assess public perception of DMV performance and track changes over time, the study builds upon similar surveys conducted in 2009 and 2011. Unlike previous iterations that covered broader ITD functions, this survey focused exclusively on DMV services, aiming to identify areas for improvement and evaluate customer satisfaction across key operational domains. The study utilized a telephone survey methodology administered by the University of Idaho’s Social Science Research Unit. A representative sample of 1,842 Idaho residents was surveyed in the fall of 2014. The data collection employed a dual-frame, stratified random sample design with weighting procedures to ensure demographic accuracy. Respondents rated DMV services in four primary areas: driver licensing (handled by county sheriff offices), vehicle titling and registration (handled by county assessor offices), online services, and direct services from DMV Headquarters and Port of Entry offices. The analysis included multivariate regression to determine the factors most influential to overall satisfaction grades. The results indicated generally high levels of customer satisfaction, with the majority of respondents awarding grades of “A” or “B” across all service categories. Vehicle titling and registration received the highest ratings, with a mean GPA of 3.66 and 75% of respondents awarding an “A.” Driver licensing services followed with a mean GPA of 3.55, where 68% awarded an “A.” Online services received a mean GPA of 3.50; however, only 17% of respondents had used these services in the past two years, and 42% were unaware of their existence. Despite low usage, those who did use online services rated them highly. Direct services from Headquarters and Port of Entry offices also received positive ratings, though slightly lower than other categories. Multivariate analysis revealed that satisfaction with wait time was the most significant factor influencing overall grades for driver licensing, while staff courteousness was the primary driver for titling and registration satisfaction. Comparisons with 2009 and 2011 data showed a slight positive trend in overall satisfaction grades for licensing and titling services. The study concludes that the DMV is performing well in core service areas, with staff courteousness and knowledge consistently rated highly. However, the report highlights opportunities for improvement, particularly in increasing awareness and adoption of online services, as many residents prefer in-person transactions or are unaware of digital options. The findings provide specific recommendations for the ITD to maintain high service standards and address the factors most critical to customer satisfaction, such as wait times and staff behavior. This data serves as a baseline for future monitoring and strategic planning within the DMV.
Key finding
Vehicle titling and registration services received the highest customer satisfaction grade, with 75 percent of respondents awarding an 'A' and a mean GPA of 3.66.
Methodology
survey
Sample size: 1842
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- Empirical Findings: self report data