DMV Customer Satisfaction Survey

For the fifth consecutive year CSR conducted a survey to determine the level of satisfaction among Virginia residents who have used DMV services the year before the survey. Various modes of delivering the service were investigated including in person telephone mail Touch-Tone and Internet. Overall satisfaction levels did not increase over 2000. There are early warning signs that satisfaction ratings may decline in the future such as a significant decline in expectation and improvement ratings. Continued migration to Internet usage from in-person delivery of services was observed.
Sample
1236 Virginia adults who had contacted DMV in the last 12 months
Principal Investigators
Tom Guterbock
Sponsor
Department of Motor Vehicles
Project ID
1.024
Year
2001