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FOR IMMEDIATE RELEASE July 26, 2013
  13-013

DMV focus on customer service is working

CARSON CITY – Everyone knows the stereotype. People hate to go to the DMV because they have to wait in line and the customer service is wanting.

Nevada’s DMV is turning that stereotype on its head, according to an online survey conducted in May. Ninety-three percent of customers said their experience at the DMV was either much better than they expected (36%), somewhat better (22%) or as expected (35%).

“The public has noticed DMV’s renewed commitment to customer service,” said Director Troy Dillard. “The survey results tell us that our customers are, by and large, having a positive experience. As a state government agency, that’s the outcome you strive to have,” he added.

The DMV received slightly more than 3,000 responses to a customer service survey conducted on the department’s website May 15-31.

In response to another question, 78% of customers complimented DMV employees – saying DMV staff exceeded their expectations.

“The numbers are encouraging,” said Dillard. “We have made a concerted effort to improve our customer service and we are making progress.”

Vegas Seven Magazine this week named DMV the “Best Government Agency That Used to be the Worst.” The article stated, “… But there’s been a transformation in recent years, with shocking results: an orderly system, reasonable waits and (this is still hard to type) pleasant services.”

The full results with graphs are available online at www.dmvnv.com/survey2013/.

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RESULTS DETAIL

  • Was your experience with Customer Service better than you expected, worse, or about what you expected?
    93% said their experience was either much better (36%), somewhat better (22%) or as expected (35%).
  • How knowledgeable were the Customer Service reps?
    67% said the technicians were very knowledgeable and 28% said moderately knowledgeable.
  • How convenient is it for you to visit a DMV office?
    33% said it was very convenient and 43% said moderately convenient.
  • Overall, how satisfied are you with employees at DMV?
    43% said they were extremely satisfied; 35% said they were moderately satisfied; 14% were neither satisfied nor dissatisfied; and 6.7% were either moderately or extremely dissatisfied.
  • How often do you use DMV’s website?
    87% said they either usually use the website or occasionally use the website to conduct business. Only 11.4% said they never use the website to conduct business.
  • How often do you use DMV’s kiosks?
    9.9% said they usually use the kiosks to conduct business and 26% said they occasionally use the kiosks to conduct business. 63.9% said they have never used the kiosks to conduct business.
  • What has been your average wait time?
    26% said they had to wait less than 30 minutes; 40% said they had to wait less than 60 minutes; and 33.5% said they had to wait more than 60 minutes.
  • Would it be helpful to assemble all your records in one place online?
    72.9% said it would be extremely helpful; 17.8% said it would be moderately helpful. Less than 2% said it would be either moderately or extremely unhelpful.
  • How helpful would it be to send a text and be placed in a virtual line and then receive a text telling you when it will be your turn?
    52.2% said it would be extremely helpful; 22.6% said it would be moderately helpful; 20.5% were neutral; and only 4.6% said it would be either moderately or extremely unhelpful.

See www.dmvnv.com/survey2013/ for the full results.

Vegas Seven article