Annual dealer internet inquiry survey report [2015], Annual GRATIS (dealer internet inquiry) survey Annual dealer internet inquiry (VIN check) survey report

FY'15 Annual Dealer Internet
Inquiry Survey Report
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FY'15 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'15 annual survey for the Dealer Internet Inquiry service was conducted in January, 2015. The survey results indicate a customer satisfaction rating of 86% overall.
This was the tenth 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 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 concerns and suggestions.
These annual surveys help the Office of Data Sales pursue a "world class" customer satisfaction rating every year.
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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'15 and work to attain a "world class" customer satisfaction rating of 95+% for the Dealer Internet Inquiry service.
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Methodology
Based upon the methodology established in previous years for customer service improvement, Office of Data Sales has followed similar methodology in conducting the FY'15 survey.
The purpose was to gain insight from the customers' perspective on whether recent improvements to the service were beneficial, and also 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.
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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 65 surveys, resulting in about a 11% response rate.
The survey results indicate a customer satisfaction rating of 86.2% 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 they were concerned regarding the
impact of the Temporary Operating Permit System (TOPS) to Dealer Internet Inquiry reports.
Suggestions: A couple of customers requested the ability to pay bills online. A few customers would like additional vehicle information,
such as taxes due, mileage, and other states' vehicle information. Others suggested to remove the no-hit fee for incorrect VIN's.
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Survey Results

Standard responses to customer concerns and suggestions plus feedback to these are listed below:

Customer Concern

GTA Response

Customers would like additional information on vehicle owners, such as address, phone number, etc.

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 they We have investigated concerns regarding the

were concerned regarding the Temporary Operating Permit System, with DOR,

impact of the Temporary

and have found that the vehicle owner's information

Operating Permit System

would not change due to a TOPS being generated.

(TOPS) to Dealer Internet

Inquiry reports.

Customer Suggestion

GTA Response

A couple of customers requested The GPS billing system is not designed to

the ability to pay bills online.

accept online payments at this time. Checks are

the only method of payment that is accepted,

however we appreciate the feedback.

A few customers would like

Thank you for these suggestions. GTA will

additional vehicle information, continue to work with the DOR Motor Vehicle

such as taxes due, mileage, and Division for any possible enhancements to the

other states' vehicle information. Dealer Internet Inquiry system. We are

currently investigating the option of adding a

"taxes due" field to reports, and will keep

customers informed of any updates.

Others suggested to remove the no-hit fee for incorrect VIN's.

The Dealer Internet Inquiry system is an inquiry-based system. No-hit searches are charged as inquiries. It is necessary to charge for searches in order to cover the costs associated with offering the premium online service.

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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'15 Survey 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.
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Appendix
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Appendix
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Appendix
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Appendix
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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/
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