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| 2008 Survey Summary |
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A total of _____ customers of the Motor Carrier Transportation Division (MCTD) returned survey forms this year indicating general satisfaction with staff and the service provided. Judging six key aspects of customer service, only __% of respondents from nine customer groups rated MCTD “poor” in terms of timeliness, accuracy, helpfulness, expertise, availability of information, and overall service.
This was the fifth time in ten years that MCTD reached out to its various customers to ask, “How are we doing and how can we do a better job?” A total of 5,522 surveys were sent by mail and __% were completed and returned. When MCTD conducted similar surveys in 1998, 2002, 2004, and 2006, overall response rates were 34%, 31%, 31%, and 26% respectively. Although this year’s __% response rate is relatively low, it’s enough to provide a 95% confidence level with a __% margin of error for the combined responses to questions about key aspects of customer service.
The customer groups surveyed in 2008 included:
- Oregon companies subject to a Safety Compliance Review.
- Oregon companies that had a truck inspected by MCTD staff.
- Oregon truck drivers inspected by MCTD staff.
- Oregon truck drivers who received a citation or warning from an Oregon weigh station motor carrier enforcement officer.
- Companies based in Oregon, Idaho, and Washington who participate in Green Light.
- Companies based in Oregon, Idaho, and Washington who are Trusted Carrier Partners.
- Companies that contacted the Salem Permit Analysts for truck transactions.
- Companies that contacted the Over-Dimension Permit Unit for a permit.
- Companies subject to a weight-mile tax audit.
- Companies were subject to an International Registration Plan and/or 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. In 2008, the Division spent just $_____ in postage and printing to conduct its surveys. It saved money by using 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 ranging from __% to ___%. When combined together the total responses are sufficient to provide a 95% confidence level with a __% margin of error for the six questions about key aspects of customer service.
______________________
Questions about the surveys? E-mail Motor Carrier Division staff.
Review results of two previous surveys -- 2002 | 2004 | 2006
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| Keys to Customer Service |
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Each of the customer surveys sent in 2008 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 this year. For the first time, 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.
It turns out customers are most critical of the availability of information. In that regard, the respondents' rating of the Division is -- __% Excellent, __% Good, __% Fair, and __% Poor.
But as far as overall quality of service, the respondents' rating is -- __% Excellent, __% Good, __% Fair, and __% Poor.
The six questions are a standard part of customer surveys conducted by Oregon state government. Several years ago 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 . . .
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Excellent
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Good
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Fair
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Poor
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TIMELINESS
1. How do you rate the timeliness of the services
provided by the Motor Carrier Transportation Division?
_____ responses
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__%
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__%
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__%
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__%
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ACCURACY
2. How do you rate the ability of the Motor Carrier
Transportation Division to provide services
correctly the first time?
_____ responses
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HELPFULNESS
3. How do you rate the helpfulness of
Motor Carrier Transportation Division employees?
_____ responses
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EXPERTISE
4. How do you rate the knowledge and expertise
of Motor Carrier Transportation Division employees?
_____ responses
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AVAILABILITY OF INFORMATION
5. How do you rate the availability of information
at the Motor Carrier Transportation Division?
_____ responses
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OVERALL SERVICE
6. How do you rate the overall quality of service
provided by the Motor Carrier Transportation Division?
_____ responses
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| Truck Inspections |
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Following are the responses to questions or statements on a survey sent to 690 Oregon companies randomly selected from 3,823 that had a truck inspected by MCTD staff in 2007. A total of ___ companies responded to the survey, __% of 690.
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? (___ responses)
Excellent % Good % Fair % Poor %
ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (___ responses)
Excellent % Good % Fair % Poor %
HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
Regarding Motor Carrier Division staff and the inspection process. . .
1. ODOT inspectors conduct safety inspections in a professional, courteous manner. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
2. The inspection report form contains clear instructions. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
3. It is clear and understandable that motor carriers are required to return the inspection form to ODOT within 15 days, certifying that repairs were made. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
4. It is clear and understandable that when out-of-service violations are discovered, driver problems must be resolved and/or vehicle defects must be fixed before service is resumed. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
5. ODOT’s Motor Carrier Safety Program has a positive effect on highway safety. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
6. The chances of being inspected on an average trip through Oregon are high. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
7. Oregon should increase its on-highway inspection efforts. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
8. Inspections conducted during evening hours and on weekends are effective in identifying unsafe trucks. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
9. Inspections conducted on secondary highway routes are effective in identifying unsafe trucks. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
10. Putting drivers and vehicles out-of-service benefits highway safety. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
11. Stopping trucks that are speeding or committing other traffic violations benefits highway safety. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
12. There is a greater effect on highway safety when vehicles are selected for inspection on the basis of suspected defects rather than at random. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
13. Circle the number of times your vehicles were inspected in Oregon during the past year. (___ responses)
1 time - %
2 times - %
3 times - %
4-6 times - %
7-10 times - %
_______________
Introductory script at top of survey form received by 690 trucking companies:
How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation’s Motor Carrier Transportation Division is conducting a customer survey to see how well we are doing our job. You were randomly selected from the list of motor carriers who were subject to a truck safety inspection within the past year. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our Motor Carrier Safety Program. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Administrator
View this survey form
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| Safety Compliance Reviews |
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Following are the responses to questions or statements on a survey sent to 427 Oregon companies that were subject to a Safety Compliance Review in 2007. A total of __ companies responded to the survey, __% of 427.
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? (__ responses)
Excellent % Good % Fair % Poor %
ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (__ responses)
Excellent % Good % Fair % Poor %
HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (__ responses)
Excellent % Good % Fair % Poor %
EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (__ responses)
Excellent % Good % Fair % Poor %
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (__ responses)
Excellent % Good % Fair % Poor %
OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (__ responses)
Excellent % Good % Fair % Poor %
Regarding Safety Compliance Reviews and the process. . .
1. ODOT inspectors conduct safety compliance reviews in a professional, courteous manner. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
2. Inspectors explain that a safety compliance review may result in a cease and desist letter, a formal enforcement action, or no action at all. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
3. Letters I received from ODOT, such as ones requesting safety records, were clear and easy to understand. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
4. When my audit led to a civil complaint action, the documents I received clearly described the alleged violations and penalties. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
5. I had no difficulty following the instructions about how to respond to the enforcement action. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
6. The civil complaint settlement process was handled in a fair, professional manner. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
7. ODOT’s Motor Carrier Safety Program has a positive effect on highway safety. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
8. Safety reviews influence motor carriers to comply with safety regulations. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
9. Reviews are conducted in a manner that minimizes interruption of my business. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
10. The $100 penalty that applies to most safety violations is sufficient to convince carriers to operate in compliance with safety regulations. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
The main incentive for complying with state and federal motor carrier safety regulations is (check one): (__ responses)
in the interest of public safety. - %
to reduce my insurance premium. - %
to avoid enforcement action by ODOT. - %
_______________
Introductory script at top of survey form received by 427 trucking companies:
How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation’s Motor Carrier Transportation Division is conducting a customer survey to see how well we are doing our job. You were randomly selected from the list of motor carriers who were the subject of a Safety Compliance Review in the past year. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our Motor Carrier Safety staff. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Administrator
View this survey form
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| Driver Inspections |
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Following are the responses to questions or statements on a survey sent to 666 Oregon truck drivers randomly selected from 9,109 who were subject to a safety inspection by MCTD staff in 2007. A total of ___ drivers responded to the survey, __% of 669.
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? (___ responses)
Excellent % Good % Fair % Poor %
ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (___ responses)
Excellent % Good % Fair % Poor %
HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
Regarding driver inspections. . .
1. ODOT inspectors conduct safety inspections in a professional, courteous manner. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
2. At the end of the inspection, the inspector gave me clear instructions about what repairs are needed and how I must handle the inspection form. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
3. The inspection form is easy to read and understand. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
4. The chances of being inspected on an average trip through Oregon are high. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
5. It is difficult to purposely evade a vehicle inspection in Oregon. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
6. Oregon should increase its on-highway inspection efforts. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
7. Inspections conducted during evening hours and on weekends are effective in identifying unsafe trucks. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
8. Inspections conducted on secondary highway routes are effective in identifying unsafe trucks. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
9. Putting drivers and vehicles out-of-service benefits highway safety. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
10. Stopping trucks that are speeding or committing other traffic violations benefits highway safety. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
11. It is generally true that drivers of vehicles placed out-of-service make sure repairs are made before they proceed. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
12. When drivers return to a yard and report that a vehicle was subject to a safety inspection that found it needs repair, most motor carriers make the repairs in a timely manner. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
13. The company I work for gives me the information and support I need to be in compliance with safety regulations. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
_______________
Introductory script at top of survey form received by 669 truck drivers:
How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation’s Motor Carrier Transportation Division is conducting a customer survey to see how well we are doing our job. You were randomly selected from the list of truck drivers who were subject to a safety inspection within the past year. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our Motor Carrier Safety Program. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Administrator
View this survey form
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| Enforcement Officers |
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Following are the responses to questions or statements on a survey sent to 616 Oregon truck drivers randomly selected from 6,019 who received a citation or warning from a motor carrier enforcement officer at an Oregon weigh station in six months from October 2007 to April 2008. A total of ___ drivers responded to the survey, __% of 616.
Motor Carrier Enforcement Officers
Regarding weigh station enforcement officers
and service provided. . .
TIMELINESS
1. How do you rate the timeliness of the services provided by the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (___ responses)
Excellent % Good % Fair % Poor %
HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
Regarding weigh station enforcement officers. . .
1. Oregon Motor Carrier Enforcement Officers are polite and courteous. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
2. Oregon Motor Carrier Enforcement Officers perform their duties in a professional manner. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
3. Oregon Motor Carrier Enforcement Officers are knowledgeable and well-trained. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
4. Oregon Motor Carrier Enforcement Officers demonstrate good judgment and common sense. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
5. Oregon Motor Carrier Enforcement Officers treat truck operators with respect. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
6. Oregon Motor Carrier Enforcement Officers are respectful of time demands on truck operators. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
7. Oregon Motor Carrier Enforcement Officers apply truck size and weight regulations fairly. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
8. When asked, Oregon enforcement officers give clear and concise guidance about complying with truck size and weight regulations. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
9. Motor Carrier Enforcement Officers throughout Oregon enforce truck size and weight regulations uniformly. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
10. Oregon enforcement efforts protect the taxpayers' investment in roads and bridges by reducing the number of overweight trucks. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
11. Oregon enforcement of size and weight regulations is comparable to surrounding states. (If no, please comment below.) (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
_______________
Introductory script at top of survey form received by 669 truck drivers:
How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation’s Motor Carrier Transportation Division is conducting a customer survey to see how well we are doing our job. You were randomly selected from the list of truck drivers who in the past six months received a citation or warning from a motor carrier enforcement officer at an Oregon weigh station. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our motor carrier enforcement officers. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Administrator
View this survey form
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| Green Light |
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Following are the responses to questions or statements on a survey sent to 591 companies randomly selected from 2,070 based in Oregon, Idaho, and Washington who participate in the Green Light weigh station preclearance program and have at least half of their fleet equipped with transponders. A total of ___ companies responded to the survey, __% of 591.
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? (___ responses)
Excellent % Good % Fair % Poor %
ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (___ responses)
Excellent % Good % Fair % Poor %
HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
Regarding staff and personal service. . .
1. When I get a red light on my transponder and pull into a weigh station, ODOT enforcement officers are helpful identifying my problem. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
2. When I call the Green Light Service Line (503-378-6054), I get prompt service with problems preclearing weigh stations. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
3. I get prompt service when I call to update my transponder info. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
4. It was easy to complete the transponder application form. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
5. It was easy to follow instructions to get started. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
Regarding the Green Light program. . .
1. It’s easy to use Green Light to preclear weigh stations. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
2. My trucks usually get green light signals to keep going whenever they approach a Green Light weigh station. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
3. Green Light saves me time by avoiding weigh station stops. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
4. Green Light saves me money in truck operating costs. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
5. I would be participating in Green Light even if ODOT had not given me transponders at no charge. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
6. When ODOT stops distributing transponders at no charge, I will be willing to spend as much as $50 each for new transponders. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
7. When the batteries die in the transponders I have now, I plan to contact the Transponder Service Center in Salem to replace the batteries for about $15 per transponder so I can reuse them. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
8. I have no problem with the fact that Green Light lets ODOT collect weigh station records electronically, just like ODOT collects records manually when I stop at a weigh station. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
9. I think it’s appropriate that ODOT uses weigh station records for enforcement purposes, such as checking driver logbooks. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
10. Circle the number of times you estimate your trucks precleared Oregon Green Light weigh stations in the most recent month. (___ responses)
5 or less - %
6-10 times - %
11-20 times - %
21-50 times - %
51-100 times or more - %
_______________
Introductory script at top of survey form received by 591 companies:
How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation’s Motor Carrier Transportation Division is conducting a customer survey to see how well we are doing our job. You were randomly selected from the list of motor carriers who are participating in the Green Light Weigh Station Preclearance Program. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with Green Light. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Administrator
View this survey form
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| Trusted Carriers |
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Following are the responses to questions or statements on a survey form sent to 598 companies randomly selected from 773 based in Oregon, Idaho, and Washington who qualify as Oregon Trusted Carrier Partners. A total of ___ companies responded to the survey, __% of 598.
Trusted Carrier Partner 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? (___ responses)
Excellent % Good % Fair % Poor
ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (___ responses)
Excellent % Good % Fair % Poor
HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor
EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor
OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor
Regarding the Trusted Carrier program. . .
1. I take pride in the fact that my company is an Oregon Trusted Carrier Partner. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
2. I clearly derive benefits from being a Trusted Carrier. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
3. When my insurance agent learned that my company is a Trusted Carrier, it resulted in a lowering of my insurance rates or costs. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
4. My company benefits from being on the roster of Trusted Carriers that appears on the Motor Carrier Transportation Division Web site. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
5. Since my for-hire company became a Trusted Carrier, I believe at least one shipper used that as a reason to have us ship freight. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
6. Displaying the Trusted Carrier plate enhances our company image in the eyes of the general public and helps us market our products. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
7. Putting Trusted Carrier plates on my Green Light transponder-equipped trucks helps me retain truck drivers. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
8. When my drivers travel in Oregon, I believe the Trusted Carrier plate has a positive effect on how weigh station operators treat them. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
9. When my drivers travel in Oregon, I believe the plate has a positive effect on how law enforcement officers treat them. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
10. When my drivers travel outside Oregon, I believe the Trusted Carrier plate has a positive effect on how weigh station operators and law enforcement officers treat them. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
11. The Trusted Carrier designation is a major incentive to maintain a good safety record because I know my company could lose that special status if, for example, my vehicle or driver out-of-service percentage exceeds the national average. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
12. The Trusted Carrier designation is a major incentive to stay in compliance with other regulations like registration and road-use tax reporting and payment. (___ responses)
Strongly Agree % Agree % Disagree Strongly Disagree
13. Circle the number of trucks you operate with Green Light transponders and Trusted Carrier license plates. (___ responses)
1 truck - %
2-5 trucks - %
6-10 trucks - %
11-20 trucks - %
21-50 trucks or more - %
_______________
Introductory script at top of survey form received by 598 companies:
How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation’s Motor Carrier Transportation Division is conducting a customer survey to see how well we are doing our job. You were randomly selected from the list of motor carriers who qualify as Trusted Carrier Partners in Oregon. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with the Trusted Carrier program. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Administrator
View this survey form
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| Tax & Registration Service |
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Following are the responses to questions or statements on a survey sent to 592 companies randomly selected from 1,339 who contacted the MCTD Salem Headquarters during the week of May 5-9, 2008, for help with truck-related transactions. A total of ___ companies responded to the survey, __% of 592.
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? (___ responses)
Excellent % Good % Fair % Poor %
ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (___ responses)
Excellent % Good % Fair % Poor %
HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
More regarding staff and service . . .
1. The MCTD staff persons that help me are courteous and professional. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree
2. MCTD staff is flexible in accommodating my needs. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree
3. MCTD gives me timely notice of any changes in motor carrier rules and regulations. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree
4. Written instructions and notices, including forms used for renewals, applications, tax filings, and vehicle registration, are clear and understandable. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree
__________
Trucking Online is a service offered by the Motor Carrier Transportation Division that lets trucking companies get Oregon permits and complete other transactions from a home or office computer via the Internet. Are you currently using Oregon Trucking Online? (___ responses)
Yes, I use Trucking Online - %
No, I don’t use Trucking Online - %
If you are not using Trucking Online, why not? - Please select all that apply:
(many of the 88 respondents who said they don't use Trucking Online checked more than one reason)
1. I didn’t know it was available. %
2. I don’t do enough business with Oregon. %
3. I just haven’t gotten around to signing up for it. %
4. I’ve been waiting until there are more transaction services available online. %
5. I don’t have a computer. %
6. My computer is too old. %
7. I don’t have an Internet connection. %
8. My Internet connection is too slow. %
9. I don’t like doing business on the Internet. %
10. I have concerns about security on the Internet. %
11. I don’t trust that the Trucking Online Web site will be available when I need it. %
12. I really like doing business by phone, mail, or fax. %
13. I really like doing business in person at the MCTD Salem Headquarters or at a field office. %
14. I don’t have a printer handy for printing credentials. %
_______________
Introductory script at top of survey form received by 592 trucking companies:
How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation’s Motor Carrier Transportation Division is conducting a customer survey to see how well we are doing our job. You were randomly selected from a list of motor carriers who recently called or visited our Salem Headquarters for help with Oregon truck-related business. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Administrator
View this survey form
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| Over-Dimension Permits |
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Following are the responses to questions or statements on a survey sent to 597 companies randomly selected from 756 who contacted the Salem Over-Dimension Permit Unit during the week of May 5-9, 2008, for help obtaining a variance permit. A total of ___ companies responded to the survey, __% of 597.
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? (___ responses)
Excellent % Good % Fair % Poor %
ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (___ responses)
Excellent % Good % Fair % Poor %
HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (___ responses)
Excellent % Good % Fair % Poor %
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (___ responses)
Excellent % Good % Fair % Poor %
Regarding staff and permits service. . .
1. The staff that helped me is courteous and professional. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree
2. The hours of operation at the Salem office, for both phone service and walk-in business, are adequate for my needs. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree
3. The Salem office and/or other offices that issue the over-dimension permits I need are conveniently located. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree
4. The Salem Over-Dimension Permit Unit processes my requests for single-trip permits in a timely, accurate manner. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree
5. The Permit Unit has an adequate phone system for handling calls. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree
6. Written instructions and notices I receive from the Permit Unit, including forms used for applications and renewals, are clear and understandable. (___ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree
_______________
Introductory script at top of survey form received by 597 trucking companies:
How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation’s Motor Carrier Transportation Division is conducting a customer survey in order to see how well we are doing our job. You were randomly selected from a list of carriers who recently called or visited the Salem Over-Dimension Permit Unit for help obtaining a variance permit. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our staff. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Administrator
__________
Regarding 3rd party agents and the service they provide. . .
Oregon Trucking Associations
TIMELINESS (__ responses)
Excellent % Good % Fair Poor
ACCURACY (__ responses)
Excellent % Good % Fair Poor
HELPFULNESS (__ responses)
Excellent % Good % Fair Poor
EXPERTISE (__ responses)
Excellent % Good % Fair Poor
AVAILABILITY OF INFORMATION (__ responses)
Excellent % Good % Fair Poor
OVERALL SERVICE (__ responses)
Excellent % Good % Fair Poor
A Work Safe Service
TIMELINESS (__ responses)
Excellent % Good % Fair Poor
ACCURACY (__ responses)
Excellent % Good % Fair Poor
HELPFULNESS (__ responses)
Excellent % Good % Fair Poor
EXPERTISE (__ responses)
Excellent % Good % Fair Poor
AVAILABILITY OF INFORMATION (__ responses)
Excellent % Good % Fair Poor
OVERALL SERVICE (__ responses)
Excellent % Good % Fair Poor
Clackamas County
TIMELINESS (__ responses)
Excellent % Good % Fair Poor
ACCURACY (__ responses)
Excellent % Good % Fair Poor
HELPFULNESS (__ responses)
Excellent % Good % Fair Poor
EXPERTISE (__ responses)
Excellent % Good % Fair Poor
AVAILABILITY OF INFORMATION (__ responses)
Excellent % Good % Fair Poor
OVERALL SERVICE (__ responses)
Excellent % Good % Fair Poor
Marion County
TIMELINESS (__ responses)
Excellent % Good % Fair Poor
ACCURACY (__ responses)
Excellent % Good % Fair Poor
HELPFULNESS (__ responses)
Excellent % Good % Fair Poor
EXPERTISE (__ responses)
Excellent % Good % Fair Poor
AVAILABILITY OF INFORMATION (__ responses)
Excellent % Good % Fair Poor
OVERALL SERVICE (__ responses)
Excellent % Good % Fair Poor
View this survey form
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| Motor Carrier Audits |
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Following are the responses to questions or statements on a survey sent to 587 companies that were subject to a weight-mile tax audit, and 156 companies that were subject to an International Registration Plan (IRP) audit and/or an International Fuel Tax Agreement (IFTA) audit, in 2007. A total of __ companies responded to the survey, __% of 743.
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? (__ responses)
Excellent % Good % Fair % Poor %
ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (__ responses)
Excellent % Good % Fair % Poor %
HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (__ responses)
Excellent % Good % Fair % Poor %
EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (__ responses)
Excellent % Good % Fair % Poor %
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (__ responses)
Excellent % Good % Fair % Poor %
OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (__ responses)
Excellent % Good % Fair % Poor %
Regarding weight-mile tax audits. . .
1. The ODOT auditor who contacted me explained the reasons for the weight-mile tax audit. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
2. The auditor described what time period would be audited and what records would be needed in the audit. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
3. When my audit involved sampling records from certain months, the auditor explained the sampling procedures that would be used to select the months. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
4. I was given enough time to prepare for the audit. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
5. The auditor was punctual about meeting his/her appointment to conduct the audit in my office. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
6. The auditor was courteous and professional. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
7. The auditor was fair and impartial. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
8. The audit was completed in a timely manner. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
9. The audit report was easy to read. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
10. The printed material explaining the audit adjustments was clearly written and understandable. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
11. The auditor explained all adjustments and schedules. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
12. The auditor explained how to avoid errors in the future. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
13. The auditor was helpful answering questions about reporting requirements and offering tips about good record keeping. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
14. I had enough time to review the audit. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
15. When I disagreed with the audit, the auditor worked with me to resolve the disputed tax adjustments. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
16. When we were unable to resolve my problems with the audit, the auditor told me how to appeal the tax assessment. (__ responses)
Strongly Agree % Agree % Disagree % Strongly Disagree %
_______________
Introductory script at top of survey form received by 587 trucking companies:
How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation’s Motor Carrier Transportation Division is conducting a customer survey to see how well we are doing our job. You were randomly selected from the list of motor carriers who were subject to a weight-mile tax audit within the past year. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our Motor Carrier Audit Program. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Administrator
View the weight-mile-tax-related survey form
_______________
Introductory script at top of survey form received by 156 trucking companies:
How are we doing?
You have been selected to participate in a survey. The Oregon Department of Transportation’s Motor Carrier Transportation Division is conducting a customer survey to see how well we are doing our job. You were selected from the list of motor carriers who were subject to an International Fuel Tax Agreement (IFTA) and/or International Registration Plan (IRP) audit within the past year. Your opinion is very important to us. Please take a few minutes to answer the following questions about your experience with our Motor Carrier Audit Program. You will remain anonymous in this survey. Thank you for your help! Gregg Dal Ponte, ODOT Administrator
View the IRP-IFTA-audit-related survey form
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