FY'12 Annual Dealer Internet Inquiry Survey Report FY'12 Annual Dealer Internet Inquiry Survey TABLE OF CONTENTS Executive Summary Background & Objective Methodology Survey Results Conclusion Appendix Office of Data Sales 47 Trinity Ave. Suite 600, Atlanta, GA 30334 Tel: 404 364 2300 / Fax: 404 463 2390 datasales@gta.ga.gov - http://gta.ga.gov/ Executive Summary The FY'12 annual survey for the Dealer Internet Inquiry service was conducted in January, 2012. The survey results indicate a customer satisfaction rating of 96% overall. This was the seventh annual survey generated for the purpose of measuring and improving customer satisfaction of the Dealer Internet Inquiry tool. This year's survey allowed the Office of Data Sales to continue to build upon information that was obtained in previous years, as well as gather valuable new data to improve the service for our customers. The survey results were categorized into key requests and concerns to be addressed. The Georgia Technology Authority standard responses to each of these have been documented. Also, the Office of Data Sales has communicated with Dealer Internet Inquiry customers who provided their optional contact information in order to provide timely feedback to their expressed concerns and suggestions. These annual surveys have continued to help the Office of Data Sales maintain a "world class" customer satisfaction rating every year. Background & Objective Background: Dealer Internet Inquiry is used to assist in transactions involving motor vehicles (primarily automobiles) in Georgia. In partnership with the Georgia Department of Revenue, GTA provides Internet access to query the database containing motor vehicle tag and title information for certified customers. Auto dealers access the database using the Dealer Internet Inquiry service for the purpose of alerting them to certain red flags during transactions. This information can be used to verify a title and help ensure a legitimate trade-in. Some examples of commonly used data points from the system-generated reports include the owner information, lien holders, print date on the title, etc. Objective: Assess customer satisfaction for FY'12 and maintain a "world class" customer satisfaction rating of 95+% for the Dealer Internet Inquiry service. Methodology Based upon the methodology established in previous years for customer service improvement, Office of Data Sales has followed the same steps in conducting the FY'12 survey. The purpose was to gain insight from the customers' perspective on where additional revenue could be gained and identify which suggested improvements would be the most significant. Respondents' open-ended responses were collected and categorized into concerns and suggestions. The results were analyzed, and standard responses were formulated. Office of Data Sales contacted the customers to thank them for providing their feedback and to personally discuss any concerns. Details of these discussions were recorded and will be considered the basis for future enhancements. Survey Results The survey was received by the entire Dealer Internet Inquiry customer base who had performed transactions in the past year. The number of responses totaled to 142 surveys, resulting in about a 19% response rate. The survey results indicate a customer satisfaction rating of 95.8% overall. The details of the survey are listed in the Appendix. The results were categorized into the following customer concerns and suggestions: Concerns: Customers would like additional information on vehicle owners, such as address, phone number, etc. Some customers reported being concerned by system outages. Suggestions: Ability to search multiple VIN's without re-entering codes. A few customers suggested other payment methods, besides mailing a check for their bills. Others requested information on vehicle insurance coverage. Survey Results Standard responses to customer concerns and suggestions plus feedback to these are listed below: Customer Concern Customers would like additional information on vehicle owners, such as address, phone number, etc. GTA Response The Driver's Privacy Protection Act prevents the sharing of personal information on vehicle owners, however enhancements to the service are being investigated. Some customers reported being concerned by system outages. We understand your concern, however in order to maintain the system, scheduled maintenance is necessary. We also understand that any unscheduled outages are inconvenient, and we are looking to improve system stability. Customer Suggestion GTA Response Ability to search multiple VIN's This is a great suggestion, and we are at once without having to re-enter continuing to investigate this option. login information for each search. A few customers suggested other The GPS billing system is not designed to payment methods, besides accept online payments at this time. Checks are mailing a check for their bills. the only method of payment that is accepted, however we appreciate the feedback. Others requested information on vehicle insurance coverage. The Dealer Internet Inquiry system is a way to check for certain red flags for car dealers and is not currently set-up to show all vehicle information online at this time. We hope to be able to provide additional information on vehicles in the future. The Department of Revenue currently provides vehicle insurance status information through an online service called "VIN Check" at the website: http://onlinemvd.dor.ga.gov/vinstatuscheck/ vinstatus.aspx Conclusion The Office of Data Sales concludes that these surveys are an effective means to obtain customer feedback and measure the satisfaction level of services over time. Additionally, the customer suggestions lead to exploring viable ideas for new products that will meet customer needs. Finally, the Office of Data Sales annual customer surveys help Georgia Technology Authority achieve its customer satisfaction goals, which elevates the level of satisfaction experienced by Georgians when interacting with their state government. The results of the FY'12 Survey again indicate that there is high satisfaction associated with this offering. Office of Data Sales will continue to solicit feedback from customers, and work to improve the service based on customer-focused enhancements. Appendix Appendix Appendix Office of Data Sales 47 Trinity Ave. Suite 600, Atlanta, GA 30334 Tel: 404 364 2300 / Fax: 404 463 2390 datasales@gta.ga.gov - http://gta.ga.gov/