Customer Service

Customer Service

These surveys focus on customer service and service delivery options

  |    |  

Mobile DMV Units

33 responses

Does your state provide driver’s license issuances outside of the traditional brick and mortar locations (mobile driver’s license office)?

Yes: 14
No: 19

DMV Operations

31 responses

Do you accept appointments?

Yes: 27
No: 3

Depends on the county and the services provided: 1

What is the average length of a transaction?

10 minutes or less: 8
15 minutes or less: 17
20 minutes or less: 4
Other/varies based upon type of transaction: 2

If you do take appointments, select the length of time your appointment dates are scheduled out?

0-5 days: 4
6-12 days: 3
13-20 days: 2
30+ days: 11
Other: 9
N/A: 2

Contact Center Working Group: Models Survey

35 responses

How are you set up to service your customers in your Contact/Call Center? Choose all that apply.

Omni-channel: 5
Multi-channel: 16
Voice only: 14
Other: 5

How do you staff your Contact/Call Center? Choose all that apply.

Internal resources: 31
Outsource: 6
Other agencies: 1
Other: 2

Self-service Kiosk

32 responses

Do you currently have Self-Service Kiosks available to your customers in branch offices/facilities?

Yes: 5
No: 27

Customer Service Training

28 responses

Does your jurisdiction provide customer service training to licensing representatives after they have been fully trained and certified?

Yes: 23
No: 5

Online Services

39 responses

Does your DMV provide options for customers to complete the following transactions online?

Driver’s License Renewal: 30
Driver’s License Duplicate, Non-Commercial: 22
Driver’s License Duplicate, Commercial: 10
Driver’s License Record Request: 28
Vehicle Registration Original: 3
Vehicle Registration Renewal: 28
Vehicle Registration Duplicate: 17
Vehicle Title Duplicate: 7
Insurance Reinstatement Fee Payment: 19
Planned Non-Operation: 2
Insurance Update: 7
Affidavit of Non-Use: 3
Vehicle Registration Record Request: 9
Commercial Trip Permit: 9
Change of Address: 25
Replacement Vehicle Registration Sticker: 10
Other: 14

Related Articles

All About Fraud

There are several surveys related to fraud. These surveys have additional questions that provide more information

Eyes on Fraud

Here are the most recent surveys related to fraud deterrence and detection

Vehicle Titling

Here are the most recent surveys that focus on vehicle titling