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Survey12

2012 Survey Summary

A total of 670 customers of the Motor Carrier Transportation Division (MCTD) returned surveys this year indicating general satisfaction with staff and the service provided. Judging six key aspects of customer service, only 2% of respondents from 11 customer groups rated MCTD "poor" in terms of timeliness, accuracy, helpfulness, expertise, availability of information, and overall service. 

 
This was the seventh time in 12 years that MCTD reached out to its various customers to ask, "How are we doing and how can we do a better job?" This time working from a customer population of 20,452, a total of 3,846 were selected (most at random) and 17% completed and returned the surveys they received by mail. When MCTD conducted similar surveys in 1998, 2002, 20042006, 2008, and 2010 overall response rates ranged from 23% to 34%. Although this year's 17% response rate is relatively low, it's enough to provide a 95% confidence level with a 4% margin of error for the combined responses to questions about key aspects of customer service. 
The customer groups surveyed in 2012 included:
  1. Oregon companies subject to a Safety Compliance Review.
  2. Oregon companies that had a truck inspected by MCTD staff.
  3. Oregon truck drivers inspected by MCTD staff.
  4. Oregon truck drivers who received a citation or warning from an Oregon weigh station motor carrier enforcement officer.
  5. Companies based in Oregon, Idaho, and Washington who participate in Green Light.
  6. Companies based in Oregon, Idaho, and Washington who are Trusted Carrier Partners.
  7. Companies that contacted the Salem Permit Analysts for truck transactions.
  8. Companies that contacted the Over-Dimension Permit Unit for a permit.
  9. Companies subject to a weight-mile tax audit.
  10. Companies were subject to an International Registration Plan.
  11. Companies were subject to a Fuel Tax Agreement audit.

 

Methodology and Cost
Customer survey projects can involve hiring a contractor to define methodology, design forms or write scripts used in phone surveys, conduct the surveys, and report results. Depending on the complexity of the effort, it's not uncommon for professionals to charge tens of thousands of dollars for labor, materials, and fees to conduct this kind of survey. MCTD has, however, always taken a least-cost approach to its survey efforts. MCTD uses forms developed by staff and assigning one person to collect surveys and report results. Surveys were received from enough persons or companies from each customer group to get within a 95% confidence level and a margin of error of 4% for the six questions about key aspects of customer service.

Questions about the surveys? E-mail Motor Carrier Division staff.

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Keys to Customer Service

Each of the customer surveys sent in 2012 asked various questions related to the specific customer group, but six standard questions appeared at the top of every customer satisfaction survey form mailed out. Customers were asked to rate the Division in terms of key aspects of customer service: Timeliness, Accuracy, Helpfulness, Expertise, Availability of Information, and Overall Service.

Consistent with pervious surveys, customers are most critical of the availability of information. In that regard, the respondents' rating of the Division is -- 43% Excellent, 42% Good, 12% Fair, and only 3% Poor.
 
But as far as overall quality of service, the respondents' rating is -- 45% Excellent, 45% Good, 9% Fair, and 1% Poor.
 
The six questions are a standard part of customer surveys conducted by Oregon state government. In 2005, all state agencies were instructed to modify survey forms and ask the same six questions (differing only by insertion of each agency name) in order to gather results that allow for comparing one state agency with another.
 
Here are the results for the six questions regarding key aspects of customer service:  

 

Regarding Motor Carrier Division staff and service provided . . . ​Excellent ​Good ​Fair ​Poor
TIMELINESS
1.  How do you rat the timeliness of the services
     provided by the Motor Carrier Transportation
     Division?
645 responses
46% ​43% ​10% ​1%
ACCURACY
2.  How do you rate the ability of the Motor Carrier
     Transportation Division to provide services correctly
     the first time?
647 responses ​
46%​ ​43% ​9% ​2%
HELPFULNESS
3.  How do you rate the helpfulness of Motor Carrier
     Transportation Division employees?
650 responses 
54%​ ​36% ​7% ​3%
EXPERTISE
4.  How do you rate the knowledge and expertise of
     Motor Carrier Transportation Division employees?
653 responses ​
47%​ ​41% ​9% ​3%
AVAILABILITY OF INFORMATION
5.  How do you rate the availability of information at
     the Motor Carrier Transportation Division?
644 responses​
43%​ ​42% ​12% ​3%
OVERALL SERVICE
6.  How do you rate the overall quality of service
     provided by the Motor Carrier Transportation
     Division?
653 responses​
45% ​45% ​9% ​1%
 
 
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Truck Inspections

Following are the responses to questions or statements on a survey sent to Oregon companies that were randomly selected that had a truck inspected by MCTD staff in 2011

Motor Carrier Safety Program

Regarding Motor Carrier Division staff and service provided . . .

 

TIMELINESS
1.  How do you rate the timeliness of the services provided by the Motor Carrier Transportation Division?

Excellent 46%     Good 43%     Fair 10%    Poor 2% 

ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly6 the first time?

Excellent 46%     Good 43%     Fair 9%     Poor 3%

HELPFULNESS
3.  How do you rate the helpfulness of Motor Carrier Transportation Division employees?

Excellent 54%     Good 36%     Fair 7%     Poor 3%

EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees?

Excellent 47%     Good 41%     Fair 9%     Poor 3%

AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division?

Excellent 43%     Good 42%     Fair 13%     Poor 3%

OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division?

Excellent 45%     Good 45%     Fair 9%     Poor 1%

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Safety Compliance Reviews

inspector checking hazmat drumFollowing are the responses to questions or statements on a survey sent to Oregon companies that were subject to a Safety Compliance Review in 2011.

Safety Compliance Reviews

Regarding Motor Carrier Division staff and service provided. . .

TIMELINESS
1. How do you rate the timeliness of the services provided by the Motor Carrier Transportation Division?

Excellent 39%     Good 60%     Fair 6%     Poor 2%

ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time?

Excellent 45%     Good 43%    Fair 8%    Poor 4%

HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees?

Excellent 58%     Good 38%    Fair 4%    Poor 0%

EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees?

Excellent 54%     Good 31%     Fair 13%     Poor 2%

AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division?

Excellent 46%     Good 39%     Fair 12%     Poor 4%

OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier transportation Division?

Excellent 40%     Good 45%     Fair 15%     Poor 0%

 

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Driver Inspections

Following are the responses to questions or statements on a survey sent to Oregon truck drivers randomly selected who were subject to a safety inspection by MCTD staff in 2011.

Motor Carrier Safety Program

Regarding Motor Carrier Division staff and service provided. . .

 

TIMELINESS
1. How do you rate the timeliness of the services provided by the Motor Carrier Transportation Division?

Excellent 34%     Good 48%     Fair 14%     Poor 4%

ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time?

Excellent 42%     Good 46%     Fair 13%     Poor 0%

HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees?

Excellent 30%     Good 49%     Fair 19%     Poor 2%

EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees?

Excellent 32%     Good 47%     Fair 19%     Good 2%

AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division?

Excellent 36%     Good 43%     Fair 20%     Poor 2%

OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division?

Excellent 28%     Good 51%     Fair 19%     Poor 2%

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Enforcement Officers

Following are the responses to questions or statements on a survey sent to Oregon truck drivers randomly selected who received a citation or warning from a motor carrier enforcement officer at an Oregon weigh station in six months from November 7, 2011 to May 7, 2011.

Motor Carrier Enforcement Officers

Regarding weigh station enforcement officers and services provided. . .

 

TIMELINESS
1. How do you rate the timeliness of the services provided by the Motor Carrier Transportation Division?

Excellent 25%     Good 41%     Fair 31%     Poor 3%

ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time?

Excellent 23%     Good 41%     Fair 29%     Poor 7%

HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees?

Excellent 32%     Good 42%     Fair 11%     Poor 14%

EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees?

Excellent 30%     Good 40%     Fair 23%     Poor 7%

AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transpo9rtation Division?

Excellent 25%     Good 43%     Fair 26%     Poor 6%

OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division?

Excellent 30%     Good 41%     Fair 25%     Poor 3%

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Green Light

Following are the responses to questions or statements on a survey sent to companies randomly selected from Oregon, Idaho, and Washington who participate in the Green Light weigh station preclearance programs and have at least half of their fleet equipped with transponders.

Green Light Weigh Station Preclearance

Regarding Motor Carrier Division staff and service provided. . .


TIMELINESS

1. How do you rate the timeliness of the services provided by the Motor Carrier transportation Division?

Excellent 58%     Good 38%     Fair 4%     Poor 0%

ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time?

Excellent 57%     Good 41%     Fair 1%     Poor 0%

HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees?

Excellent 68%     Good 29%     Fair 3%     Poor 0%

Expertise
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees?

Excellent 47%     Good 50%     Fair 3%     Poor 0%

AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division?

Excellent 48%     Good 47%     Fair 6%     Poor 0%

OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? 

Excellent 51%     Good 47%     Fair 1%     Poor 0% 

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Trusted Carriers

Following are the responses to questions or statements on a survey sent to randomly selected companies based in Oregon, Idaho, and Washington who qualify as Oregon Trusted Carrier Partners.
 

Trusted Carrier Partner Program

Regarding Motor Carrier Division staff and services provided. . .


TIMELINESS
1. How do you rate the timeliness of the services provided by the Motor Carrier Transportation Division?

Excellent 55%     Good 37%     Fair 9%     Poor 0%

ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time?

Excellent 58%     Good 37%     Fair 4%     Poor 1%

HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees?

Excellent 60%     Goof 35%     Fair 4%     Poor 1%

EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees?

Excellent 57%     38%     Fair 4%     Poor 1%

AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division?

Excellent 47%     Good 45%     Fair 8%     Poor 0%

OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division?

Excellent 51%     Good 47%     Fair 2%     Poor 0%

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Tax and Registration Services

Following are the responses to questions or statements on a survey sent to randomly selected companies who contact the MCTD Salem Headquarters for help with truck-related transactions.

Salem Motor Carrier Services

Regarding Motor Carrier Division staff and service provided. . .

TIMELINESS
1. How do you rate the timeliness of the services provided by the Motor Carrier Transportation Division?

Excellent 60%     Good 36%     Fair 4%     Poor 0%

ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time?

Excellent 59%     Good 36%     Fair 2%     Poor 2%

HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees?

Excellent 69%     Good 27%     Fair 2%     Poor 1%

EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees?

Excellent 58%     Good 36%     Fair 4%     Poor 2%

AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division?

Excellent 54%     Good 38%     Fair 9%     Poor 0%

OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division?

Excellent 63%     Good 35%     Fair 2%     Poor 0% 

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Over-Dimension Permits

Following are the responses to questions or statements on a survey sent to companies who contacted the Salem Over-Dimension Permit Unit for help obtaining a variance permit.

Over-Dimension Permits

Regarding Motor Carrier Division staff and service provided. . .


TIMELINESS

1. How do you rate the timeliness of the services provided by the Motor Carrier Transportation Division?

Excellent 52%     Good 40%     Fair 8%     Poor 0%

ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time?

Excellent 53%     Good 40%     Fair 5%     Poor 1%

HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees?

Excellent 60%     Good 32%     Fair 4%     Poor 4%

EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees?

Excellent 55%     Good 37%     Fair 5%     Poor 3%

AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division?

Excellent 47%     Good 44%     Fair 10%     Poor 1%

OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division?

Excellent 49%     Good 44%     Fair 5%     Poor 1%

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Motor Carrier Audits

Following are the responses to questions or statement on a survey sent to companies that were subject to a weight-mile tax audit, and companies that were subject to an International Registration Plan (IRP) audit and/or an International Fuel Tax Agreement (IFTA) audit,  in 2011.

Motor Carrier Audit Program

Regarding Motor Carrier Division staff and service
provided. . .


TIMELINESS

1. How do you rate the timeliness of the services provided by the Motor Carrier Transportation Division?

Excellent 44%     Good 38%     Fair 11%     Poor 20%

ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time?

Excellent 39%     Good 43%     Fair 9%     Poor 9%

HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees?

Excellent 53%     Good 33%     Fair 10%     Poor 9%

EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees?

Excellent 47%     Good 33%     Fair 15%     Poor 10%

AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division?

Excellent 36%     Good 41%     Fair 16%    Poor 14%

OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division?

Excellent 34%     Good 45%     Fair 18%     Poor 7.14%

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