Customer Service Survey Results

Customer Service Survey Results

Customer Service Survey Results

Highlights from the latest AAMVA survey data

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Here are the most recent jurisdiction surveys related to license suspension and revocation. All of these surveys have additional questions that provide more information. Full details of these surveys can be found here.

Kiosk Services for DL Transactions

35 responses

Do you use kiosks to provide services for your customers? If yes, what types of services do you offer through your kiosks?

Yes: 16
• • • • • • • • • • • • • • • •
No: 19
• • • • • • • • • • • • • • • • • • •

Customer Service Training

24 responses

Does your jurisdiction have Customer Service Training for customer-facing members? If yes, please briefly describe your training.

Yes: 21
• • • • • • • • • • • • • • • • • • • • •
No: 3
• • •

Does your training focus on de-escalation techniques for situations when staff members have stressful or escalated encounters while serving customers?

Yes: 16
• • • • • • • • • • • • • • • •
No: 6
• • • • • •
No response provided: 2

Technology Best Practices – Electronic Documents

30 responses

Does your jurisdiction provide online services?

Yes: 28
• • • • • • • • • • • • • • • • • • • • • • • • • • • •
No: 2
• •

If your jurisdiction does provide online services, do you allow customers to scan documents at home and then submit them electronically (e.g., Medical certificates, Birth/Marriage certificate, Proof of Insurance, Suspension reinstatement documents, etc.) with your process?

Yes: 12
• • • • • • • • • • • •
No: 15
• • • • • • • • • • • • • • •
No response provided: 3

Additional Surveys on Customer Service:

Expedited Services

Outsourcing Call Center

Deaf & Hard of Hearing Best Practices

Related Resources

Please visit AAMVA’s Web site to access these conference presentations related to customer service.

2018 Annual International Conference:  https://www.aamva.org/2018-AIC-Downloads-Page/

  • Leveraging Data to Improve Customer Service
  • Optimizing the Customer Experience
  • Using Strategic Communications

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