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Customer Survey -- 2006
2006 Survey Summary
pic of customer survey form

A total of 1,186 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 2% 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 fourth time in eight 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 4,620 surveys were sent by mail and 26% were completed and returned. When MCTD conducted similar surveys in 1998, 2002, and 2004, overall response rates were 34%, 31%, and 31% respectively. Although this year’s 26% response rate is relatively low, it’s enough to provide a 95% confidence level and a 2% margin of error for the combined responses to questions about key aspects of
customer service.

The customer groups surveyed in 2006 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. Companies based in Oregon, Idaho, and Washington who participate in Green Light.
  5. Companies based in Oregon, Idaho, and Washington who are Trusted Carrier Partners.
  6. Companies that contacted the Salem Permit Analysts for truck transactions.
  7. Companies that contacted the Over-Dimension Permit Unit for a permit.
  8. Companies subject to a weight-mile tax audit.
  9. 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 2006, the Division spent just $2,199 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 6% to 10%. When combined together the total responses are sufficient to provide a 95% confidence level with a 2% 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


Keys to Customer Service
Key aspects of customer service: Timeliness, Accuracy, Helpfulness, Expertise, Availability of Information, Overall Service
The vast majority of Motor Carrier Transportation Division customers responded favorably to six questions that appeared on 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.

Surveys were sent to nine customer groups. When examined together, customers were most critical of the availability of information. In that regard, 37% of respondents rate the Division “Excellent,” 49% rate it “Good,” 12% rate it “Fair,” and 2% rate it “Poor.” But as far as overall quality of service, 39% rate the Division “Excellent,” 51% rate it “Good,” 8% rate it “Fair,” and 2% rate it “Poor.”

When survey responses are examined separately, general satisfaction was highest among those who transacted business with the Salem Permit Analysts and staff in the Over-Dimension Permit Unit. Satisfaction was lowest among companies subject to a Safety Compliance Review and truck
drivers subject to a roadside driver inspection.

The six questions are a new part of customer surveys for Oregon state government. In an attempt to gather results that allow for comparing one agency with another, Oregon legislators instructed all agencies to modify survey forms and ask the same six questions (differing only by insertion of
each agency name). The Motor Carrier Division and the Driver and Motor Vehicle Services Division (DMV) are among the first Oregon agencies to test the questions. The results will be of interest to legislators when they return to Salem in 2007 and begin considering agency budgets and performance measures.

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 rate the timeliness of the services
provided by the Motor Carrier Transportation Division?
1,157 responses
38%
52%
8%
2%
ACCURACY
2. How do you rate the ability of the Motor Carrier
Transportation Division to provide services
correctly the first time?
1,163 responses
43%
46%
9%
2%
HELPFULNESS
3. How do you rate the helpfulness of
Motor Carrier Transportation Division employees?
1,161 responses
52%
38%
8%
2%
EXPERTISE
4. How do you rate the knowledge and expertise
of Motor Carrier Transportation Division employees?
1,152 responses 
43%
46%
9%
2%
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information
at the Motor Carrier Transportation Division?
1,141 responses
37%
49%
12%
2%
OVERALL SERVICE
6. How do you rate the overall quality of service
provided by the Motor Carrier Transportation Division?
1,162 responses 
39%
51%
8%
2%

Truck Inspections
pic of truck inspector checking tires

Following are the responses to questions or statements on a survey sent to 688 Oregon companies that had a truck inspected by MCTD staff in 2005. A total of 154 companies responded to the survey, 22% of 688.


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? (152 responses)

Excellent 28%     Good 62%     Fair 9%     Poor 1%


ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (151 responses)

Excellent 30%     Good 57%     Fair 10%     Poor 3%


HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (151 responses)

Excellent 45%     Good 44%     Fair 10%     Poor 1%


EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (152 responses)

Excellent 30%     Good 57%     Fair 11%     Poor 2%


AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (153 responses)

Excellent 27%     Good 59%     Fair 13%     Poor 1%


OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (151 responses)

Excellent 25%     Good 65%     Fair 9%     Poor 1%


Regarding Motor Carrier Division staff and the inspection process. . .

1. ODOT inspectors conduct safety inspections in a professional, courteous manner. (145 responses)

Strongly Agree 19%     Agree 73%     Disagree 7%     Strongly Disagree 1%


2. The inspection report form contains clear instructions. (147 responses)

Strongly Agree 18%     Agree 81%     Disagree 1%     Strongly Disagree 0%


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. (150 responses)

Strongly Agree 33%     Agree 66%     Disagree 1%     Strongly Disagree 0%


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. (149 responses)

Strongly Agree 34%     Agree 64%     Disagree 2%     Strongly Disagree 0%


5. ODOT’s Motor Carrier Safety Program has a positive effect on highway safety. (140 responses)

Strongly Agree 32%     Agree 66%     Disagree 2%     Strongly Disagree 0%


6. The chances of being inspected on an average trip through Oregon are high. (129 responses)

Strongly Agree 13%     Agree 59%     Disagree 27%     Strongly Disagree 1%


7. Oregon should increase its on-highway inspection efforts. (124 responses)

Strongly Agree 7%     Agree 38%     Disagree 49%     Strongly Disagree 6%


8. Inspections conducted during evening hours and on weekends are effective in identifying unsafe trucks. (118 responses)

Strongly Agree 13%     Agree 63%     Disagree 19%     Strongly Disagree 5%


9. Inspections conducted on secondary highway routes are effective in identifying unsafe trucks. (122 responses)

Strongly Agree 14%     Agree 62%     Disagree 21%     Strongly Disagree 2%


10. Putting drivers and vehicles out-of-service benefits highway safety. (140 responses)

Strongly Agree 23%     Agree 63%     Disagree 12%     Strongly Disagree 2%


11. Stopping trucks that are speeding or committing other traffic violations benefits highway safety. (145 responses)

Strongly Agree 41%     Agree 56%     Disagree 3%     Strongly Disagree 0%


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. (119 responses)

Strongly Agree 18%     Agree 54%     Disagree 26%     Strongly Disagree 2%


13. Circle the number of times your vehicles were inspected in Oregon during the past year. (140 responses)

1 time - 23%
2 times - 19%
3 times - 14%
4-6 times - 25%
7-10 times - 19%


_______________
Introductory script at top of survey form received by 688 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

Safety Compliance Reviews
Safety Compliance Review graphic

Following are the responses to questions or statements on a survey sent to  293 Oregon companies that were subject to a Safety Compliance Review in the last six months of 2005. A total of 68 companies responded to the survey, 23% of 293.


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? (67 responses)

Excellent 22%     Good 67%     Fair 8%     Poor 3%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (68 responses)

Excellent 25%     Good 54%     Fair 19%     Poor 2%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (67 responses)

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


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (68 responses)

Excellent 41%     Good 49%     Fair 7%     Poor 3%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (67 responses)

Excellent 27%     Good 48%     Fair 24%     Poor 1%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (68 responses)

Excellent 27%     Good 54%     Fair 16%     Poor 3%


Regarding Safety Compliance Reviews and the process. . .


1. ODOT inspectors conduct safety compliance reviews in a professional, courteous manner. (65 responses)

Strongly Agree 31%     Agree 63%     Disagree 5%     Strongly Disagree 1%


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. (64 responses)

Strongly Agree 33%     Agree 62%     Disagree 3%     Strongly Disagree 2%


3. Letters I received from ODOT, such as ones requesting safety records, were clear and easy to understand. (61 responses)

Strongly Agree 21%     Agree 69%     Disagree 5%     Strongly Disagree 5%


4. When my audit led to a civil complaint action, the documents I received clearly described the alleged violations and penalties. (43 responses)

Strongly Agree 16%     Agree 79%     Disagree 5%     Strongly Disagree 0%


5. I had no difficulty following the instructions about how to respond to the enforcement action. (55 responses)

Strongly Agree 16%     Agree 71%     Disagree 9%     Strongly Disagree 4%


6. The civil complaint settlement process was handled in a fair, professional manner. (43 responses)

Strongly Agree 23%     Agree 68%     Disagree 7%     Strongly Disagree 2%


7. ODOT’s Motor Carrier Safety Program has a positive effect on highway safety. (58 responses)

Strongly Agree 33%     Agree 62%     Disagree 2%     Strongly Disagree 3%


8. Safety reviews influence motor carriers to comply with safety regulations. (61 responses)

Strongly Agree 36%     Agree 62%     Disagree 0%     Strongly Disagree 2%


9. Reviews are conducted in a manner that minimizes interruption of my business. (60 responses)

Strongly Agree 15%     Agree 57%     Disagree 23%     Strongly Disagree 5%


10. The $100 penalty that applies to most safety violations is sufficient to convince carriers to operate in compliance with safety regulations. (57 responses)

Strongly Agree 33%     Agree 63%     Disagree 2%     Strongly Disagree 2%

The main incentive for complying with state and federal motor carrier safety regulations is (check one): (52 responses)

in the interest of public safety. - 71%
to reduce my insurance premium. - 4%
to avoid enforcement action by ODOT. - 25%


_______________
Introductory script at top of survey form received by 293 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

Driver Inspections
pic of driver logbook

Following are the responses to questions or statements on a survey sent to 657 Oregon truck drivers who were subject to a safety inspection by MCTD staff in 2005. A total of 140 drivers responded to the survey, 21% of 657.


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? (134 responses)

Excellent 17%     Good 61%     Fair 16%     Poor 6%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (134 responses)

Excellent 27%     Good 48%     Fair 20%     Poor 5%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (136 responses)

Excellent 34%     Good 45%     Fair 13%     Poor 8%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (134 responses)

Excellent 24%     Good 46%     Fair 22%     Poor 8%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (128 responses)

Excellent 19%     Good 55%     Fair 15%     Poor 11%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (134 responses)

Excellent 19%     Good 56%     Fair 18%     Poor 7%


Regarding driver inspections. . .

1. ODOT inspectors conduct safety inspections in a professional, courteous manner. (139 responses)

Strongly Agree 25%     Agree 64%     Disagree 9%     Strongly Disagree 2%


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. (138 responses)

Strongly Agree 38%     Agree 57%     Disagree 4%     Strongly Disagree 1%


3. The inspection form is easy to read and understand. (136 responses)

Strongly Agree 26%     Agree 68%     Disagree 5%     Strongly Disagree 1%


4. The chances of being inspected on an average trip through Oregon are high. (123 responses)

Strongly Agree 13%     Agree 36%     Disagree 44%     Strongly Disagree 7%


5. It is difficult to purposely evade a vehicle inspection in Oregon. (117 responses)

Strongly Agree 23%     Agree 54%     Disagree 17%     Strongly Disagree 6%


6. Oregon should increase its on-highway inspection efforts. (116 responses)

Strongly Agree 16%     Agree 35%     Disagree 43%     Strongly Disagree 6%


7. Inspections conducted during evening hours and on weekends are effective in identifying unsafe trucks. (116 responses)

Strongly Agree 18%     Agree 58%     Disagree 21%     Strongly Disagree 3%


8. Inspections conducted on secondary highway routes are effective in identifying unsafe trucks. (121 responses)

Strongly Agree 18%     Agree 65%     Disagree 14%     Strongly Disagree 3%


9. Putting drivers and vehicles out-of-service benefits highway safety. (132 responses)

Strongly Agree 26%     Agree 60%     Disagree 10%     Strongly Disagree 4%


10. Stopping trucks that are speeding or committing other traffic violations benefits highway safety. (134 responses)

Strongly Agree 29%     Agree 64%     Disagree 5%     Strongly Disagree 2%


11. It is generally true that drivers of vehicles placed out-of-service make sure repairs are made before they proceed. (125 responses)

Strongly Agree 21%     Agree 71%     Disagree 7%     Strongly Disagree 1%


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. (124 responses)

Strongly Agree 24%     Agree 70%     Disagree 4%     Strongly Disagree 2%


13. The company I work for gives me the information and support I need to be in compliance with safety regulations. (135 responses)

Strongly Agree 40%     Agree 49%     Disagree 8%     Strongly Disagree 3%


_______________
Introductory script at top of survey form received by 657 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

Green Light
truck preclearing Green Light site

Following are the responses to questions or statements on a survey sent to 596 companies randomly selected from 1,279 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 164 companies responded to the survey, 28% of 596.


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? (162 responses)

Excellent 43%     Good 46%     Fair 9%     Poor 2%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (162 responses)

Excellent 45%     Good 46%     Fair 8%     Poor 1%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (163 responses)

Excellent 51%     Good 37%     Fair 9%     Poor 3%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (161 responses)

Excellent 42%     Good 47%     Fair 9%     Poor 2%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (163 responses)

Excellent 39%     Good 46%     Fair 12%     Poor 3%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (164 responses)

Excellent 41%     Good 50%     Fair 8%     Poor 1%


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. (123 responses)

Strongly Agree 15%     Agree 70%     Disagree 11%     Strongly Disagree 4%


2. When I call the Green Light Service Line (503-378-6054), I get prompt service with problems preclearing weigh stations. (111 responses)

Strongly Agree 35%     Agree 60%     Disagree 5%     Strongly Disagree 0%


3. I get prompt service when I call to update my transponder info. (103 responses)

Strongly Agree 42%     Agree 55%     Disagree 3%     Strongly Disagree 0%


4. It was easy to complete the transponder application form. (154 responses)

Strongly Agree 45%     Agree 55%     Disagree 0%     Strongly Disagree 0%


5. It was easy to follow instructions to get started. (154 responses)

Strongly Agree 44%     Agree 56%     Disagree 0%     Strongly Disagree 0%


Regarding the Green Light program. . .

1. It’s easy to use Green Light to preclear weigh stations. (155 responses)

Strongly Agree 60%     Agree 38%     Disagree 1%     Strongly Disagree 1%


2. My trucks usually get green light signals to keep going whenever they approach a Green Light weigh station. (152 responses)

Strongly Agree 40%     Agree 43%     Disagree 12%     Strongly Disagree 5%


3. Green Light saves me time by avoiding weigh station stops. (155 responses)

Strongly Agree 62%     Agree 33%     Disagree 2%     Strongly Disagree 2%


4. Green Light saves me money in truck operating costs. (151 responses)

Strongly Agree 60%     Agree 34%     Disagree 3%     Strongly Disagree 3%


5. I would be participating in Green Light even if ODOT had not given me transponders at no charge. (131 responses)

Strongly Agree 28%     Agree 48%     Disagree 16%     Strongly Disagree 8%


6. When ODOT stops distributing transponders at no charge, I will be willing to spend as much as $50 each for new transponders. (121 responses)

Strongly Agree 11%     Agree 42%     Disagree 32%     Strongly Disagree 15%


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. (147 responses)

Strongly Agree 27%     Agree 65%     Disagree 5%     Strongly Disagree 3%


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. (158 responses)

Strongly Agree 27%     Agree 66%     Disagree 6%     Strongly Disagree 1%


9. I think it’s appropriate that ODOT uses weigh station records for enforcement purposes, such as checking driver logbooks. (149 responses)

Strongly Agree 24%     Agree 57%     Disagree 14%     Strongly Disagree 5%


10. Circle the number of times you estimate your trucks precleared Oregon Green Light weigh stations in the most recent month. (149 responses)

5 or less - 36%
6-10 times - 24%
11-20 times - 19%
21-50 times - 12%
51-100 times or more - 9%


_______________
Introductory script at top of survey form received by 596 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

Trusted Carriers
Oregon Trusted Carrier Partner license plate graphic

Following are the responses to questions or statements on a survey form sent to 498 companies randomly selected from 668 based in Oregon, Idaho, and Washington who qualify as Oregon Trusted Carrier Partners. A total of 187 companies responded to the survey, 38% of 498.


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? (182 responses)

Excellent 42%     Good 51%     Fair 7%     Poor 0%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (186 responses)

Excellent 49%     Good 45%     Fair 5%     Poor 1%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (182 responses)

Excellent 57%     Good 37%     Fair 5%     Poor 1%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (181 responses)

Excellent 46%     Good 45%     Fair 9%     Poor 0%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (181 responses)

Excellent 42%     Good 45%     Fair 12%     Poor 1%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (183 responses)

Excellent 47%     Good 47%     Fair 5%     Poor 1%



Regarding the Trusted Carrier program. . .

1. I take pride in the fact that my company is an Oregon Trusted Carrier Partner. (182 responses)

Strongly Agree 76%     Agree 24%     Disagree 0%     Strongly Disagree 0%


2. I clearly derive benefits from being a Trusted Carrier. (162 responses)

Strongly Agree 57%     Agree 39%     Disagree 4%     Strongly Disagree 0%


3. When my insurance agent learned that my company is a Trusted Carrier, it resulted in a lowering of my insurance rates or costs. (74 responses)

Strongly Agree 13%     Agree 27%     Disagree 45%     Strongly Disagree 15%


4. My company benefits from being on the roster of Trusted Carriers that appears on the Motor Carrier Transportation Division Web site. (82 responses)

Strongly Agree 31%     Agree 50%     Disagree 18%     Strongly Disagree 1%


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. (78 responses)

Strongly Agree 12%     Agree 26%     Disagree 56%     Strongly Disagree 6%


6. Displaying the Trusted Carrier plate enhances our company image in the eyes of the general public and helps us market our products. (135 responses)

Strongly Agree 28%     Agree 58%     Disagree 13%     Strongly Disagree 1%


7. Putting Trusted Carrier plates on my Green Light transponder-equipped trucks helps me retain truck drivers. (85 responses)

Strongly Agree 20%     Agree 45%     Disagree 34%     Strongly Disagree 1%


8. When my drivers travel in Oregon, I believe the Trusted Carrier plate has a positive effect on how weigh station operators treat them. (142 responses)

Strongly Agree 37%     Agree 53%     Disagree 10%     Strongly Disagree 0%


9. When my drivers travel in Oregon, I believe the plate has a positive effect on how law enforcement officers treat them. (118 responses)

Strongly Agree 30%     Agree 55%     Disagree 14%     Strongly Disagree 1%


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. (92 responses)

Strongly Agree 25%     Agree 50%     Disagree 22%     Strongly Disagree 3%


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. (163 responses)

Strongly Agree 47%     Agree 51%     Disagree 2%     Strongly Disagree 0%


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. (173 responses)

Strongly Agree 44%     Agree 50%     Disagree 5%     Strongly Disagree 1%


13. Circle the number of trucks you operate with Green Light transponders and Trusted Carrier license plates. (176 responses)

1 truck - 46%
2-5 trucks - 22%
6-10 trucks - 11%
11-20 trucks - 10%
21-50 trucks or more - 11%


_______________
Introductory script at top of survey form received by 498 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

Tax & Registration Service
pic of a permit analyst at work

Following are the responses to questions or statements on a survey sent to 598 companies randomly selected from 702 who contacted the MCTD Salem Headquarters during the week of February 13-17, 2006, for help with truck-related transactions. A total of 157 companies responded to the survey, 26% of 598.


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? (155 responses)

Excellent 51%     Good 45%     Fair 3%     Poor 1%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (154 responses)

Excellent 60%     Good 34%     Fair 5%     Poor 1%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (155 responses)

Excellent 67%     Good 29%     Fair 3%     Poor 1%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (150 responses)

Excellent 61%     Good 35%     Fair 3%     Poor 1%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (149 responses)

Excellent 52%     Good 44%     Fair 3%     Poor 1%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (155 responses)

Excellent 58%     Good 40%     Fair 1%     Poor 1%



More regarding staff and service . . .

1. The MCTD staff persons that help me are courteous and professional. (154 responses)

Strongly Agree 65%     Agree 34%     Disagree 1%     Strongly Disagree 0%


2. MCTD staff is flexible in accommodating my needs. (149 responses)

Strongly Agree 54%     Agree 45%     Disagree 1%     Strongly Disagree 0%


3. MCTD gives me timely notice of any changes in motor carrier rules and regulations. (141 responses)

Strongly Agree 45%     Agree 53%     Disagree 1%     Strongly Disagree 1%


4. Written instructions and notices, including forms used for renewals, applications, tax filings, and vehicle registration, are clear and understandable. (151 responses)

Strongly Agree 44%     Agree 53%     Disagree 2%     Strongly Disagree 1%

__________


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? (155 responses)

Yes, I use Trucking Online - 43%
No, I don’t use Trucking Online - 57%


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. 11%
  2. I don’t do enough business with Oregon. 8%
  3. I just haven’t gotten around to signing up for it. 20%
  4. I’ve been waiting until there are more transaction services available online. 1%
  5. I don’t have a computer. 2%
  6. My computer is too old. 2%
  7. I don’t have an Internet connection. 2%
  8. My Internet connection is too slow. 4%
  9. I don’t like doing business on the Internet. 12%
10. I have concerns about security on the Internet. 7%
11. I don’t trust that the Trucking Online Web site will be available when I need it. 1%
12. I really like doing business by phone, mail, or fax. 24%
13. I really like doing business in person at the MCTD Salem Headquarters or at a field office. 4%
14. I don’t have a printer handy for printing credentials. 3%


_______________
Introductory script at top of survey form received by 598 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

Over-Dimension Permits
pic of oversize load

Following are the responses to questions or statements on a survey sent to 561 companies who contacted the Salem Over-Dimension Permit Unit during the week of February 13-17, 2006, for help obtaining a variance permit. A total of 166 companies responded to the survey, 30% of 561.


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? (162 responses)

Excellent 42%     Good 51%     Fair 5%     Poor 2%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (162 responses)

Excellent 50%     Good 45%     Fair 4%     Poor 1%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (162 responses)

Excellent 56%     Good 39%     Fair 4%     Poor 1%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (161 responses)

Excellent 45%     Good 49%     Fair 6%     Poor 0%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (158 responses)

Excellent 38%     Good 53%     Fair 9%     Poor 0%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (161 responses)

Excellent 43%     Good 52%     Fair 4%     Poor 1%



Regarding staff and permits service. . .

1. The staff that helped me is courteous and professional. (160 responses)

Strongly Agree 56%     Agree 43%     Disagree 1%     Strongly Disagree 0%


2. The hours of operation at the Salem office, for both phone service and walk-in business, are adequate for my needs. (149 responses)

Strongly Agree 30%     Agree 62%     Disagree 8%     Strongly Disagree 0%


3. The Salem office and/or other offices that issue the over-dimension permits I need are conveniently located. (110 responses)

Strongly Agree 27%     Agree 63%     Disagree 9%     Strongly Disagree 1%


4. The Salem Over-Dimension Permit Unit processes my requests for single-trip permits in a timely, accurate manner. (148 responses)

Strongly Agree 45%     Agree 52%     Disagree 3%     Strongly Disagree 0%


5. The Permit Unit has an adequate phone system for handling calls. (147 responses)

Strongly Agree 27%     Agree 60%     Disagree 12%     Strongly Disagree 1%


6. Written instructions and notices I receive from the Permit Unit, including forms used for applications and renewals, are clear and understandable. (158 responses)

Strongly Agree 34%     Agree 61%     Disagree 5%     Strongly Disagree 0%


_______________
Introductory script at top of survey form received by 561 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 (45 responses)
Excellent 56%     Good 44%     Fair 0%     Poor 0%

ACCURACY (47 responses)
Excellent 51%     Good 47%     Fair 2%     Poor 0%

HELPFULNESS (47 responses)
Excellent 53%     Good 45%     Fair 2%     Poor 0%

EXPERTISE (48 responses)
Excellent 52%     Good 44%     Fair 4%     Poor 0%

AVAILABILITY OF INFORMATION (47 responses)
Excellent 47%     Good 51%     Fair 2%     Poor 0%

OVERALL SERVICE (48 responses)
Excellent 54%     Good 44%     Fair 2%     Poor 0%


A Work Safe Service

TIMELINESS (57 responses)
Excellent 40%     Good 53%     Fair 7%     Poor 0%

ACCURACY (57 responses)
Excellent 40%     Good 56%     Fair 4%     Poor 0%

HELPFULNESS (58 responses)
Excellent 45%     Good 46%     Fair 9%     Poor 0%

EXPERTISE (57 responses)
Excellent 42%     Good 53%     Fair 5%     Poor 0%

AVAILABILITY OF INFORMATION (57 responses)
Excellent 37%     Good 53%     Fair 9%     Poor 2%

OVERALL SERVICE (58 responses)
Excellent 41%     Good 52%     Fair 5%     Poor 2%


Clackamas County

TIMELINESS (14 responses)
Excellent 29%     Good 57%     Fair 7%     Poor 7%

ACCURACY (14 responses)
Excellent 50%     Good 50%     Fair 0%     Poor 0%

HELPFULNESS (13 responses)
Excellent 54%     Good 39%     Fair 8%     Poor 0%

EXPERTISE (15 responses)
Excellent 33%     Good 60%     Fair 7%     Poor 0%

AVAILABILITY OF INFORMATION (15 responses)
Excellent 33%     Good 53%     Fair 13%     Poor 0%

OVERALL SERVICE (15 responses)
Excellent 33%     Good 67%     Fair 0%     Poor 0%


Marion County

TIMELINESS (26 responses)
Excellent 39%     Good 50%     Fair 12%     Poor 0%

ACCURACY (26 responses)
Excellent 42%     Good 54%     Fair 4%     Poor 0%

HELPFULNESS (26 responses)
Excellent 54%     Good 38%     Fair 8%     Poor 0%

EXPERTISE (26 responses)
Excellent 38%     Good 54%     Fair 8%     Poor 0%

AVAILABILITY OF INFORMATION (27 responses)
Excellent 41%     Good 44%     Fair 11%     Poor 4%

OVERALL SERVICE (27 responses)
Excellent 41%     Good 52%     Fair 7%     Poor 0%



View this survey form

Motor Carrier Audits
pic of auditor examining records

Following are the responses to questions or statements on a survey sent to 546 companies that were subject to a weight-mile tax audit, and 183 companies that were subject to an International Registration Plan (IRP) audit and/or an International Fuel Tax Agreement (IFTA) audit, in 2005. A total of 150 companies responded to the survey, 21% of 729.


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? (143 responses)

Excellent 48%     Good 43%     Fair 8%     Poor 1%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (146 responses)

Excellent 45%     Good 43%     Fair 9%     Poor 3%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (145 responses)

Excellent 59%     Good 34%     Fair 5%     Poor 2%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (145 responses)

Excellent 51%     Good 40%     Fair 8%     Poor 1%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (142 responses)

Excellent 42%     Good 45%     Fair 11%     Poor 2%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (146 responses)

Excellent 46%     Good 47%     Fair 6%     Poor 1%



Regarding weight-mile tax audits. . .

1. The ODOT auditor who contacted me explained the reasons for the weight-mile tax audit. (138 responses)

Strongly Agree 48%     Agree 46%     Disagree 5%     Strongly Disagree 1%


2. The auditor described what time period would be audited and what records would be needed in the audit. (139 responses)

Strongly Agree 55%     Agree 44%     Disagree 0%     Strongly Disagree 1%


3. When my audit involved sampling records from certain months, the auditor explained the sampling procedures that would be used to select the months. (136 responses)

Strongly Agree 49%     Agree 45%     Disagree 5%     Strongly Disagree 1%


4. I was given enough time to prepare for the audit. (140 responses)

Strongly Agree 56%     Agree 40%     Disagree 2%     Strongly Disagree 2%


5. The auditor was punctual about meeting his/her appointment to conduct the audit in my office. (104 responses)

Strongly Agree 59%     Agree 38%     Disagree 3%     Strongly Disagree 0%


6. The auditor was courteous and professional. (136 responses)

Strongly Agree 62%     Agree 35%     Disagree 2%     Strongly Disagree 1%


7. The auditor was fair and impartial. (137 responses)

Strongly Agree 50%     Agree 45%     Disagree 4%     Strongly Disagree 1%


8. The audit was completed in a timely manner. (136 responses)

Strongly Agree 49%     Agree 48%     Disagree 2%     Strongly Disagree 1%


9. The audit report was easy to read. (136 responses)

Strongly Agree 43%     Agree 49%     Disagree 7%     Strongly Disagree 1%


10. The printed material explaining the audit adjustments was clearly written and understandable. (133 responses)

Strongly Agree 40%     Agree 49%     Disagree 10%     Strongly Disagree 1%


11. The auditor explained all adjustments and schedules. (131 responses)

Strongly Agree 49%     Agree 45%     Disagree 6%     Strongly Disagree 0%


12. The auditor explained how to avoid errors in the future. (129 responses)

Strongly Agree 53%     Agree 41%     Disagree 4%     Strongly Disagree 2%


13. The auditor was helpful answering questions about reporting requirements and offering tips about good record keeping. (133 responses)

Strongly Agree 54%     Agree 42%     Disagree 2%     Strongly Disagree 2%


14. I had enough time to review the audit. (134 responses)

Strongly Agree 48%     Agree 50%     Disagree 1%     Strongly Disagree 1%


15. When I disagreed with the audit, the auditor worked with me to resolve the disputed tax adjustments. (85 responses)

Strongly Agree 41%     Agree 52%     Disagree 1%     Strongly Disagree 6%


16. When we were unable to resolve my problems with the audit, the auditor told me how to appeal the tax assessment. (72 responses)

Strongly Agree 42%     Agree 51%     Disagree 3%     Strongly Disagree 4%


_______________
Introductory script at top of survey form received by 546 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 183 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