Virginia Department of Motor Vehicles

DMV Wait-Time Timing Study

The study was designed to obtain estimates of the average, median and range of wait times customers spend in line at the information desk. The study was prompted by legislation passed by the 2005 Session of the Virginia General Assembly that requires the Department of Motor Vehicles to determine the effects of reducing or increasing average customer wait times. As part of the effort to determine the wait time, DMV commissioned the Center for Survey Research (CSR), University of Virginia, to carry out the field study.
Year
2005
Area of Survey Study

DMV Transaction Timing 2004

CSR conducted a timing study of the Department of Motor Vehicles (DMV) transactions in Customer Service Centers (CSC) that was designed to obtain estimates of the mean time required for CSC transactions identified as key cost drivers. Eighteen different transactions were timed by field study personnel and road tests were timed by self-timing methodology.
Year
2004
Area of Survey Study

DMV Customer Satisfaction 2003

Seventh annual, statewide, customer satisfaction survey for users of the Department of Motor Vehicles services. The purpose of the 2003 survey was to compare performance ratings with prior years, assess DMV users` overall levels of satisfaction with DMV services, compare the levels of DMV users` satisfaction across DMV districts, analyze the key factors that determine satisfaction level, as well as evaluate the new self-service areas available at some customer service centers.
Year
2003
Area of Survey Study

DMV Customer Satisfaction 2002-2003

Sixth annual, statewide, customer satisfaction survey for users of DMV services. Assessed customer satisfaction with various methods of delivering services, including in-person service at Customer Service Centers, mail, telephone, Touch-Tone, and internet services of DMV. The survey was conducted during a period of reduction in DMV service hours due to cuts in the state`s budget. This year`s survey also included questions on behalf of the Motor Vehicle Dealer Board.
Year
2002
Area of Survey Study

DMV Motor Carrier Satisfaction Survey

This is a new survey of Virginia motor carriers who have used DMV services in the last year. The goal is to assess customer satisfaction with visits to DMV offices, use of mail services, telephone contacts, and use of the Internet. Additionally, the study sought to assess the understanding of motor carrier regulations and compliance procedures.
Year
1999
Area of Survey Study

DMV Customer Satisfaction Survey

This is the third in a series of telephone surveys of Virginia residents who have used DMV services in the last year. The goal is to assess customer satisfaction with visits to DMV offices, use of mail services, telephone contacts, and use of the Internet. This year the survey also measured satisfaction with DMV mobile offices and license agents.
Year
1998
Area of Survey Study

DMV Customer Satisfaction Survey

This is the second in a series of telephone surveys of Virginia residents who have used DMV services in the last year. The goal is to assess customer satisfaction with visits to DMV offices, use of mail services, telephone contacts, and use of the Internet.
Year
1998
Area of Survey Study

DMV Customer Satisfaction Telephone Survey

CSR conducted telephone interviews with Virginia residents who have used DMV services in the last year, to assess their satisfaction with visits to DMV offices, use of mail services, telephone contacts, and use of the Internet. Professor David Hartman (Michigan State University) served as co-investigator.
Year
1998
Area of Survey Study