Annual dealer internet inquiry survey report, 2014

FY'14 Annual Dealer Internet
Inquiry Survey Report
1

FY'14 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/
2

Executive Summary
The FY'14 annual survey for the Dealer Internet Inquiry service was conducted in January, 2014. The survey results indicate a customer satisfaction rating of 95% overall.
This was the ninth 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.
3

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'14 and maintain a "world class" customer satisfaction rating of 95+% for the Dealer Internet Inquiry service.
4

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'14 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.
5

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 57 surveys, resulting in about a 11% response rate.
The survey results indicate a customer satisfaction rating of 94.7% 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 that previous title information is
lost, and it now only shows temporary tag information. Suggestions: Some suggested to waive the no-hit fee. A few customers suggested the ability to run a search on tag
plates in order to fine customers for non-payment. Others requested an itemized bill. Customers suggested allowing auto dealerships the ability to
make title corrections online.
6

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 that The temporary tag becomes primary only if a title is previous title information is being received from another state or if it is a brand lost, and it now only shows new car. If future examples can be provided please temporary tag information. capture and forward to Department of Revenue, Motor Vehicle Division.

Customer Suggestion

GTA Response

Some suggested to waive the nohit fee.

The Dealer Internet Inquiry is an inquiry-based system. All searches are charged per inquiry, therefore it is important to enter the information correctly. No-hits are charged as an inquiry.

A few customers suggested the ability to run a search on tag plates in order to fine customers for non-payment.

Checking titles is permissible under the Drivers Privacy Protection Act. Using TAG and address information is a privacy concern.

Others requested an itemized bill. The GPS billing system is not designed to provide details in the invoices. If you have questions about a bill, please contact GTA at 404-463-2300.

Customers suggested allowing auto dealerships the ability to make title corrections online.

Corrected titles need to be reviewed prior to being added. DOR is ultimately responsible. The buying and selling of vehicles is the primary function of auto dealers. Finance companies may be allowed to change security interests in the future in the electronic liens system.

7

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'14 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.
8

Appendix
9

Appendix
10

Appendix
11

Appendix
12

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/
13