Will DMVs Ever Improve The Quality Of Customer Service?
Based on the DMV Satisfaction Survey
Going to the DMV is definitely one of the least favorite things to do for Americans. Poor customer service, long lines, crowded rooms and complicated rules/procedures, are only some of the issues that give the DMV such a bad reputation. However, DMVs in many states have been working pretty hard to improve their services and eliminate the shortcomings in recent years, using technology to streamline processes, and providing various services online, which helps cut wait times and long lines. Some states are doing a better job at this than others, and the recent DMV Satisfaction Survey, shows that customer satisfaction varies significantly between states.
Photo: dmv.com
According to the survey, which encompassed 36 states, and the District of Columbia, the biggest issue for DMV customers in most states is office accessibility. Customers want to be able to access their local DMV office more easily, which is where the location of offices plays a very important role. In addition to location, hours of operation is also a factor that affects customer satisfaction. Many people are not able to go to the DMV and take care of business on a weekday, because they close too early, usually at 4 or 5 pm, when most people get out of work.
The way DMV employees do their job and communicate with customers have always been an issue that has had a largely negative impact on customer satisfaction. Many customers find them to be rude, and oftentimes even aggressive, which makes the visit to the DMV that much more unpleasant and frustrating. They are also notoriously inefficient and not expeditive enough. The survey found that in-person service in many states is not at the desired level, and it was the worst-ranking category for many DMVs, along with office accessibility.
Of all states that were included in the study, the Ohio DMV ranked 1st, and the Oregon DMV last. It ranked pretty poorly in all categories, with the exception of online services. Customers in Oregon said that wait times were too long, services were too expensive, and that both in-person and telephone customer service was poor. While it ranked a bit better in the online services category, it still has a lot of work to do to catch up with the better-ranking states, as it only provides a handful of services over the Internet, including registration renewal, change of address, and notice of vehicle sale. When compared to other states, such as California, for instance, which offers dozens of online services, including traffic ticket payment and driver’s license renewal, it’s obviously not enough to ensure a high level of customer satisfaction.
Although there is no easy solution that would help solve the issues that customers are citing as factors that impact their satisfaction in an expeditious and cost-effective manner, the survey does highlight a few points that DMVs across the country need to focus on, in an effort to try and improve their reputation. Their efforts should include extending hours of operation, improving employee training programs, enhancing accessibility, and expanding online services.
