Annual dealer internet inquiry survey report [2016], Annual GRATIS (dealer internet inquiry) survey Annual dealer internet inquiry (VIN check) survey report

FY'16 Annual Dealer Internet
Inquiry Survey Report
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FY'16 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'16 annual survey for the Dealer Internet Inquiry service was conducted in January, 2016. The survey results indicate a customer satisfaction rating of 94% overall.
This was the eleventh annual survey generated for the purpose of measuring and improving customer satisfaction of the Dealer Internet Inquiry tool.
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 obtain a 90%+ customer satisfaction rating.
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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'16 and work to attain a customer satisfaction rating of 90+% 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'16 survey. The purpose is 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 54 surveys, resulting in about a 12% response rate.
The survey results indicate a customer satisfaction rating of 94.44% overall.
The details of the survey are listed in the Appendix.
The results were categorized into the following key requests and concerns: Key Requests: To include additional information on vehicle owners, such as
contact information, insurance information, and reasons for why a title is held. Add the Electronic Lien Transfer (ELT) date and Ad Valorem taxes due, as additional fields on reports. Include VIN's searched on bills, with a quarterly billing option, and the ability to pay bills online. The ability to search for vehicle owners' information via an online tag search.
Concerns: Some customers were concerned with the no-hit fee for VIN's
that were not found. The reason for why a title is held is not included in reports.
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Survey Results

Standard responses to key requests and concerns, plus feedback to these, are listed below:

Key Requests

GTA Response

To include additional information on vehicle owners, such as contact information, insurance information, and reasons for why a title is held.

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 Driver's Privacy Protection Act prevents the sharing of personal information on vehicle owners, however, enhancements to the service are being investigated. Insurance verification can be completed on the Department of Revenue's website at https://onlinemvd.dor.ga.gov/vinstatuscheck/ vinstatus.aspx

Add the Electronic Lien Transfer (ELT) date and Ad Valorem taxes due, as additional fields on reports.

We appreciate the feedback. The idea to add Ad Valorem taxes, as well as the ELT date, is currently being investigated. Georgia Technology Authority will notify customers once this information has been implemented into the Dealer Internet Inquiry system.

Include VIN's searched on Thank you for the feedback. The GPS billing

bills, with a quarterly billing system is designed to send a monthly bill to

option, and the ability to pay customers based on usage. Details for VIN's

bills online.

searched are provided on an as-requested basis. A

bill will be generated only after a minimum of $10

of charges have been accrued.

The ability to search for vehicle owners' information via an online tag search.

The Driver's Privacy Protection Act (DPPA) prevents the sharing of personal information on vehicle owners. Tag information is registered to vehicle owners, and is therefore unable to be released under the DPPA.

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Survey Results

Customer Concerns

GTA Response

Some customers were

The Dealer Internet Inquiry system is an inquiry-

concerned with the no-hit fee based system. No-hit searches are charged as

for VIN's that were not found.

inquiries. There is a cost for searches, whether a VIN is found or not found. To recover the costs of

offering the premium online service, all searches

are charged.

The reason for why a title is The Driver's Privacy Protection Act (DPPA) held is not included in reports. prevents the sharing of personal information on vehicle owners, however, enhancements to the
system are being investigated.

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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'16 Survey again indicate that there is high satisfaction associated with this offering. Office of Data Sales will continue to solicit feedback from customers, and will 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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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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