Text Size:   A+ A- A   •   Text Only
Find     
Site Image

Customer Survey -- 2008
2008 Survey Summary
pic of survey form
A total of 1,288 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 3% of respondents from ten customer groups rated MCTD “poor” in terms of timeliness, accuracy, helpfulness, expertise, availability of information, and overall service.

Read a three-page summary of this year's survey.

View a PowerPoint slideshow of key results.

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?” Working from a customer population of 25,073, a total of 5,514 were selected (most at random) and 23% completed and returned the surveys they received by mail. 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 23% response rate is relatively low, it’s enough to provide a 95% confidence level with a 2.7% margin of error for the combined responses to questions about key aspects of customer service.

The customer groups surveyed in 2008 included:

  1. Oregon companies subject to a Safety Compliance Review.
  2. Oregon companies that had a truck inspected by MCTD staff.
  3. Oregon truck drivers inspected by MCTD staff.
  4. Oregon truck drivers who received a citation or warning from an Oregon weigh station motor carrier enforcement officer.
  5. Companies based in Oregon, Idaho, and Washington who participate in Green Light.
  6. Companies based in Oregon, Idaho, and Washington who are Trusted Carrier Partners.
  7. Companies that contacted the Salem Permit Analysts for truck transactions.
  8. Companies that contacted the Over-Dimension Permit Unit for a permit.
  9. Companies subject to a weight-mile tax audit.
  10. Companies were subject to an International Registration Plan 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 $2,957 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 9%. When combined together the total responses are sufficient to provide a 95% confidence level with a 2.7% 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 three previous surveys -- 2002     |     2004     |     2006

Keys to Customer Service
customer satisfaction topics
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. 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 -- 39% Excellent, 46% Good, 12% Fair, and 3% Poor.

But as far as overall quality of service, the respondents' rating is -- 39% Excellent, 50% Good, 9% Fair, and 2% 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 . . . 

 Excellent  Good  Fair  Poor 
TIMELINESS
1. How do you rate the timeliness of the services
provided by the Motor Carrier Transportation Division?
1,264 responses
41%48%9%2%
ACCURACY
2. How do you rate the ability of the Motor Carrier
Transportation Division to provide services
correctly the first time?
1,266 responses
42%47%8%3%
HELPFULNESS
3. How do you rate the helpfulness of
Motor Carrier Transportation Division employees?
1,264 responses
50%39%8%3%
EXPERTISE
4. How do you rate the knowledge and expertise
of Motor Carrier Transportation Division employees?
1,248 responses 
42%45%10%3%
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information
at the Motor Carrier Transportation Division?
1,247 responses
39%46%12%3%
OVERALL SERVICE
6. How do you rate the overall quality of service
provided by the Motor Carrier Transportation Division?
1,260 responses 
39%50%9%2%

Truck Inspections
inspector checking truck tires
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 164 companies responded to the survey, 23.8% 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? (159 responses)

Excellent 39%     Good 45%     Fair 15%     Poor 1%


ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (159 responses)

Excellent 35%     Good 53%     Fair 8%     Poor 4%


HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (160 responses)

Excellent 44%     Good 43%     Fair 11%     Poor 2%


EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (158 responses)

Excellent 31%     Good 53%     Fair 12%     Poor 4%


AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (161 responses)

Excellent 38%     Good 48%     Fair 12%     Poor 2%


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

Excellent 34%     Good 54%     Fair 11%     Poor 1%


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

1. ODOT inspectors conduct safety inspections in a professional, courteous manner. (158 responses)

Strongly Agree 25%     Agree 66%     Disagree 7%     Strongly Disagree 2%


2. The inspection report form contains clear instructions. (161 responses)

Strongly Agree 26%     Agree 71%     Disagree 2%     Strongly Disagree 1%


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. (162 responses)

Strongly Agree 40%     Agree 59%     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. (160 responses)

Strongly Agree 37%     Agree 61%     Disagree 1%     Strongly Disagree 1%


5. ODOT’s Motor Carrier Safety Program has a positive effect on highway safety. (158 responses)

Strongly Agree 41%     Agree 55%     Disagree 3%     Strongly Disagree 1%


6. The chances of being inspected on an average trip through Oregon are high. (144 responses)

Strongly Agree 17%     Agree 62%     Disagree 19%     Strongly Disagree 2%


7. Oregon should increase its on-highway inspection efforts. (147 responses)

Strongly Agree 5%     Agree 35%     Disagree 52%     Strongly Disagree 8%


8. Inspections conducted during evening hours and on weekends are effective in identifying unsafe trucks. (137 responses)

Strongly Agree 17%     Agree 65%     Disagree 15%     Strongly Disagree 3%


9. Inspections conducted on secondary highway routes are effective in identifying unsafe trucks. (146 responses)

Strongly Agree 11%     Agree 74%     Disagree 12%     Strongly Disagree 3%


10. Putting drivers and vehicles out-of-service benefits highway safety. (151 responses)

Strongly Agree 26%     Agree 64%     Disagree 7%     Strongly Disagree 3%


11. Stopping trucks that are speeding or committing other traffic violations benefits highway safety. (160 responses)

Strongly Agree 42%     Agree 56%     Disagree 1%     Strongly Disagree 1%


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. (140 responses)

Strongly Agree 25%     Agree 44%     Disagree 27%     Strongly Disagree 4%


13. Circle the number of times your vehicles were inspected in Oregon during the past year. (138 responses)

1 time - 25%
2 times - 16%
3 times - 14%
4-6 times - 23%
7-10 times - 22%


_______________
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

Safety Compliance Reviews
Safety Compliance Review
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 93 companies responded to the survey, 21.8% 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? (93 responses)

Excellent 38%     Good 51%     Fair 10%     Poor 1%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (93 responses)

Excellent 33%     Good 53%     Fair 11%     Poor 3%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (92 responses)

Excellent 52%     Good 37%     Fair 11%     Poor 0%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (88 responses)

Excellent 34%     Good 59%     Fair 6%     Poor 1%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (89 responses)

Excellent 38%     Good 51%     Fair 10%     Poor 1%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (92 responses)

Excellent 34%     Good 53%     Fair 12%     Poor 1%


Regarding Safety Compliance Reviews and the process. . .


1. ODOT inspectors conduct safety compliance reviews in a professional, courteous manner. (92 responses)

Strongly Agree 37%     Agree 60%     Disagree 3%     Strongly Disagree 0%


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. (93 responses)

Strongly Agree 31%     Agree 65%     Disagree 4%     Strongly Disagree 0%


3. Letters I received from ODOT, such as ones requesting safety records, were clear and easy to understand. (89 responses)

Strongly Agree 26%     Agree 67%     Disagree 7%     Strongly Disagree 0%


4. When my audit led to a civil complaint action, the documents I received clearly described the alleged violations and penalties. (70 responses)

Strongly Agree 26%     Agree 63%     Disagree 11%     Strongly Disagree 0%


5. I had no difficulty following the instructions about how to respond to the enforcement action. (88 responses)

Strongly Agree 16%     Agree 65%     Disagree 18%     Strongly Disagree 1%


6. The civil complaint settlement process was handled in a fair, professional manner. (65 responses)

Strongly Agree 23%     Agree 69%     Disagree 6%     Strongly Disagree 2%


7. ODOT’s Motor Carrier Safety Program has a positive effect on highway safety. (86 responses)

Strongly Agree 30%     Agree 65%     Disagree 5%     Strongly Disagree 0%


8. Safety reviews influence motor carriers to comply with safety regulations. (87 responses)

Strongly Agree 32%     Agree 62%     Disagree 6%     Strongly Disagree 0%


9. Reviews are conducted in a manner that minimizes interruption of my business. (89 responses)

Strongly Agree 16%     Agree 69%     Disagree 12%     Strongly Disagree 3%


10. The $100 penalty that applies to most safety violations is sufficient to convince carriers to operate in compliance with safety regulations. (81 responses)

Strongly Agree 25%     Agree 67%     Disagree 6%     Strongly Disagree 2%

The main incentive for complying with state and federal motor carrier safety regulations is (check one): (75 responses)

in the interest of public safety. - 73%
to reduce my insurance premium. - 4%
to avoid enforcement action by ODOT. - 23%


_______________
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

Driver Inspections
inspector interviewing truck driver
Following are the responses to questions or statements on a survey sent to 660 Oregon truck drivers randomly selected from 9,109 who were subject to a safety inspection by MCTD staff in 2007. A total of 118 drivers responded to the survey, 17.9% of 660.


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? (113 responses)

Excellent 18%     Good 49%     Fair 25%     Poor 8%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (114 responses)

Excellent 25%     Good 46%     Fair 22%     Poor 7%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (114 responses)

Excellent 33%     Good 40%     Fair 15%     Poor 12%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (114 responses)

Excellent 31%     Good 37%     Fair 24%     Poor 8%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (111 responses)

Excellent 27%     Good 36%     Fair 25%     Poor 12%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (114 responses)

Excellent 18%     Good 51%     Fair 26%     Poor 5%


Regarding driver inspections. . .

1. ODOT inspectors conduct safety inspections in a professional, courteous manner. (113 responses)

Strongly Agree 27%     Agree 58%     Disagree 11%     Strongly Disagree 4%


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. (111 responses)

Strongly Agree 44%     Agree 53%     Disagree 3%     Strongly Disagree 0%


3. The inspection form is easy to read and understand. (115 responses)

Strongly Agree 23%     Agree 69%     Disagree 8%     Strongly Disagree 0%


4. The chances of being inspected on an average trip through Oregon are high. (106 responses)

Strongly Agree 20%     Agree 41%     Disagree 33%     Strongly Disagree 6%


5. It is difficult to purposely evade a vehicle inspection in Oregon. (94 responses)

Strongly Agree 38%     Agree 40%     Disagree 13%     Strongly Disagree 9%


6. Oregon should increase its on-highway inspection efforts. (97 responses)

Strongly Agree 16%     Agree 37%     Disagree 36%     Strongly Disagree 11%


7. Inspections conducted during evening hours and on weekends are effective in identifying unsafe trucks. (94 responses)

Strongly Agree 34%     Agree 46%     Disagree 19%     Strongly Disagree 1%


8. Inspections conducted on secondary highway routes are effective in identifying unsafe trucks. (101 responses)

Strongly Agree 33%     Agree 51%     Disagree 15%     Strongly Disagree 1%


9. Putting drivers and vehicles out-of-service benefits highway safety. (109 responses)

Strongly Agree 40%     Agree 47%     Disagree 12%     Strongly Disagree 1%


10. Stopping trucks that are speeding or committing other traffic violations benefits highway safety. (114 responses)

Strongly Agree 48%     Agree 46%     Disagree 4%     Strongly Disagree 2%


11. It is generally true that drivers of vehicles placed out-of-service make sure repairs are made before they proceed. (105 responses)

Strongly Agree 32%     Agree 57%     Disagree 10%     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. (106 responses)

Strongly Agree 26%     Agree 62%     Disagree 11%     Strongly Disagree 1%


13. The company I work for gives me the information and support I need to be in compliance with safety regulations. (111 responses)

Strongly Agree 50%     Agree 41%     Disagree 4%     Strongly Disagree 5%


_______________
Introductory script at top of survey form received by 660 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

Enforcement Officers
weighmaster checking trucks
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 106 drivers responded to the survey, 17.2% 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? (104 responses)

Excellent 26%     Good 53%     Fair 16%     Poor 5%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (103 responses)

Excellent 30%     Good 48%     Fair 18%     Poor 4%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (103 responses)

Excellent 41%     Good 35%     Fair 14%     Poor 10%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (103 responses)

Excellent 35%     Good 42%     Fair 10%     Poor 13%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (103 responses)

Excellent 28%     Good 48%     Fair 14%     Poor 10%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (102 responses)

Excellent 27%     Good 48%     Fair 19%     Poor 6%


Regarding weigh station enforcement officers. . .

1. Oregon Motor Carrier Enforcement Officers are polite and courteous. (99 responses)

Strongly Agree 30%     Agree 55%     Disagree 10%     Strongly Disagree 5%


2. Oregon Motor Carrier Enforcement Officers perform their duties in a professional manner. (102 responses)

Strongly Agree 32%     Agree 59%     Disagree 6%     Strongly Disagree 3%


3. Oregon Motor Carrier Enforcement Officers are knowledgeable and well-trained. (98 responses)

Strongly Agree 32%     Agree 54%     Disagree 8%     Strongly Disagree 6%


4. Oregon Motor Carrier Enforcement Officers demonstrate good judgment and common sense. (100 responses)

Strongly Agree 26%     Agree 50%     Disagree 14%     Strongly Disagree 10%


5. Oregon Motor Carrier Enforcement Officers treat truck operators with respect. (97 responses)

Strongly Agree 27%     Agree 53%     Disagree 11%     Strongly Disagree 9%


6. Oregon Motor Carrier Enforcement Officers are respectful of time demands on truck operators. (92 responses)

Strongly Agree 27%     Agree 49%     Disagree 12%     Strongly Disagree 12%


7. Oregon Motor Carrier Enforcement Officers apply truck size and weight regulations fairly. (103 responses)

Strongly Agree 23%     Agree 66%     Disagree 5%     Strongly Disagree 6%


8. When asked, Oregon enforcement officers give clear and concise guidance about complying with truck size and weight regulations. (97 responses)

Strongly Agree 29%     Agree 61%     Disagree 7%     Strongly Disagree 3%


9. Motor Carrier Enforcement Officers throughout Oregon enforce truck size and weight regulations uniformly. (93 responses)

Strongly Agree 27%     Agree 55%     Disagree 13%     Strongly Disagree 5%


10. Oregon enforcement efforts protect the taxpayers' investment in roads and bridges by reducing the number of overweight trucks. (94 responses)

Strongly Agree 30%     Agree 55%     Disagree 9%     Strongly Disagree 6%


11. Oregon enforcement of size and weight regulations is comparable to surrounding states. (If no, please comment below.) (79 responses)

Strongly Agree 19%     Agree 68%     Disagree 6%     Strongly Disagree 6%


_______________
Introductory script at top of survey form received by 616 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

Green Light
truck passes preclearance site
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 130 companies responded to the survey, 22% 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? (128 responses)

Excellent 48%     Good 42%     Fair 8%     Poor 2%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (128 responses)

Excellent 45%     Good 48%     Fair 5%     Poor 2%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (128 responses)

Excellent 53%     Good 40%     Fair 5%     Poor 2%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (126 responses)

Excellent 48%     Good 42%     Fair 9%     Poor 1%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (127 responses)

Excellent 43%     Good 43%     Fair 12%     Poor 2%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (126 responses)

Excellent 45%     Good 47%     Fair 6%     Poor 2%


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. (100 responses)

Strongly Agree 20%     Agree 64%     Disagree 11%     Strongly Disagree 5%


2. When I call the Green Light Service Line (503-378-6054), I get prompt service with problems preclearing weigh stations. (88 responses)

Strongly Agree 40%     Agree 59%     Disagree 0%     Strongly Disagree 1%


3. I get prompt service when I call to update my transponder info. (85 responses)

Strongly Agree 44%     Agree 53%     Disagree 3%     Strongly Disagree 0%


4. It was easy to complete the transponder application form. (116 responses)

Strongly Agree 40%     Agree 58%     Disagree 2%     Strongly Disagree 0%


5. It was easy to follow instructions to get started. (118 responses)

Strongly Agree 42%     Agree 56%     Disagree 2%     Strongly Disagree 0%


Regarding the Green Light program. . .

1. It’s easy to use Green Light to preclear weigh stations. (118 responses)

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


2. My trucks usually get green light signals to keep going whenever they approach a Green Light weigh station. (117 responses)

Strongly Agree 47%     Agree 39%     Disagree 11%     Strongly Disagree 3%


3. Green Light saves me time by avoiding weigh station stops. (119 responses)

Strongly Agree 65%     Agree 30%     Disagree 3%     Strongly Disagree 2%


4. Green Light saves me money in truck operating costs. (116 responses)

Strongly Agree 59%     Agree 35%     Disagree 3%     Strongly Disagree 3%


5. I would be participating in Green Light even if ODOT had not given me transponders at no charge. (103 responses)

Strongly Agree 37%     Agree 39%     Disagree 17%     Strongly Disagree 7%


6. When ODOT stops distributing transponders at no charge, I will be willing to spend as much as $50 each for new transponders. (103 responses)

Strongly Agree 20%     Agree 33%     Disagree 28%     Strongly Disagree 19%


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. (109 responses)

Strongly Agree 30%     Agree 60%     Disagree 6%     Strongly Disagree 4%


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. (117 responses)

Strongly Agree 39%     Agree 53%     Disagree 4%     Strongly Disagree 4%


9. I think it’s appropriate that ODOT uses weigh station records for enforcement purposes, such as checking driver logbooks. (115 responses)

Strongly Agree 32%     Agree 56%     Disagree 7%     Strongly Disagree 5%


10. Circle the number of times you estimate your trucks precleared Oregon Green Light weigh stations in the most recent month. (113 responses)

5 or less - 38%
6-10 times - 17%
11-20 times - 18%
21-50 times - 17%
51-100 times or more - 10%


_______________
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

Trusted Carriers
Trusted Carrier plate
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 211 companies responded to the survey, 35.3% 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? (197 responses)

Excellent 51%     Good 46%     Fair 3%     Poor 0%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (197 responses)

Excellent 53%     Good 42%     Fair 4%     Poor 1%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (197 responses)

Excellent 58%     Good 34%     Fair 7%     Poor 1%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (196 responses)

Excellent 49%     Good 41%     Fair 8%     Poor 2%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (193 responses)

Excellent 43%     Good 49%     Fair 7%     Poor 1%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (197 responses)

Excellent 48%     Good 47%     Fair 4%     Poor 1%



Regarding the Trusted Carrier program. . .

1. I take pride in the fact that my company is an Oregon Trusted Carrier Partner. (197 responses)

Strongly Agree 76%     Agree 23%     Disagree 1%     Strongly Disagree 0%


2. I clearly derive benefits from being a Trusted Carrier. (178 responses)

Strongly Agree 51%     Agree 43%     Disagree 5%     Strongly Disagree 1%


3. When my insurance agent learned that my company is a Trusted Carrier, it resulted in a lowering of my insurance rates or costs. (98 responses)

Strongly Agree 16%     Agree 26%     Disagree 49%     Strongly Disagree 9%


4. My company benefits from being on the roster of Trusted Carriers that appears on the Motor Carrier Transportation Division Web site. (113 responses)

Strongly Agree 35%     Agree 42%     Disagree 21%     Strongly Disagree 2%


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. (88 responses)

Strongly Agree 15%     Agree 30%     Disagree 43%     Strongly Disagree 12%


6. Displaying the Trusted Carrier plate enhances our company image in the eyes of the general public and helps us market our products. (163 responses)

Strongly Agree 43%     Agree 48%     Disagree 7%     Strongly Disagree 2%


7. Putting Trusted Carrier plates on my Green Light transponder-equipped trucks helps me retain truck drivers. (115 responses)

Strongly Agree 26%     Agree 52%     Disagree 19%     Strongly Disagree 3%


8. When my drivers travel in Oregon, I believe the Trusted Carrier plate has a positive effect on how weigh station operators treat them. (167 responses)

Strongly Agree 41%     Agree 46%     Disagree 11%     Strongly Disagree 2%


9. When my drivers travel in Oregon, I believe the plate has a positive effect on how law enforcement officers treat them. (141 responses)

Strongly Agree 38%     Agree 46%     Disagree 15%     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. (118 responses)

Strongly Agree 26%     Agree 54%     Disagree 16%     Strongly Disagree 4%


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. (182 responses)

Strongly Agree 44%     Agree 52%     Disagree 4%     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. (184 responses)

Strongly Agree 47%     Agree 48%     Disagree 5%     Strongly Disagree 0%


13. Circle the number of trucks you operate with Green Light transponders and Trusted Carrier license plates. (177 responses)

1 truck - 44%
2-5 trucks - 28%
6-10 trucks - 9%
11-20 trucks - 7%
21-50 trucks or more - 12%


_______________
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

Tax and Registration Service
Permit Analyst at work
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 131 companies responded to the survey, 22% 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? (129 responses)

Excellent 53%     Good 42%     Fair 4%     Poor 1%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (129 responses)

Excellent 60%     Good 35%     Fair 5%     Poor 0%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (128 responses)

Excellent 60%     Good 34%     Fair 4%     Poor 2%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (128 responses)

Excellent 54%     Good 40%     Fair 5%     Poor 1%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (126 responses)

Excellent 51%     Good 41%     Fair 7%     Poor 1%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (128 responses)

Excellent 55%     Good 40%     Fair 5%     Poor 0%



More regarding staff and service . . .

1. The MCTD staff persons that help me are courteous and professional. (130 responses)

Strongly Agree 57%     Agree 40%     Disagree 2%     Strongly Disagree 1%


2. MCTD staff is flexible in accommodating my needs. (127 responses)

Strongly Agree 47%     Agree 47%     Disagree 5%     Strongly Disagree 1%


3. MCTD gives me timely notice of any changes in motor carrier rules and regulations. (113 responses)

Strongly Agree 46%     Agree 44%     Disagree 9%     Strongly Disagree 1%


4. Written instructions and notices, including forms used for renewals, applications, tax filings, and vehicle registration, are clear and understandable. (112 responses)

Strongly Agree 45%     Agree 47%     Disagree 7%     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? (120 responses)

Yes, I use Trucking Online - 24%
No, I don’t use Trucking Online - 76%


If you are not using Trucking Online, why not? - Please select all that apply:
(many of the 91 respondents who said they don't use Trucking Online checked more than one reason)

  1. I didn’t know it was available. 12%
  2. I don’t do enough business with Oregon. 21%
  3. I just haven’t gotten around to signing up for it. 10%
  4. I’ve been waiting until there are more transaction services available online. 1%
  5. I don’t have a computer. 3%
  6. My computer is too old. 1%
  7. I don’t have an Internet connection. 1%
  8. My Internet connection is too slow. 3%
  9. I don’t like doing business on the Internet. 8%
10. I have concerns about security on the Internet. 8%
11. I don’t trust that the Trucking Online Web site will be available when I need it. 2%
12. I really like doing business by phone, mail, or fax. 25%
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. 2%


_______________
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

Over-Dimension Permits
oversize truck
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 177 companies responded to the survey, 29.6% 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? (175 responses)

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


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (175 responses)

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


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (174 responses)

Excellent 53%     Good 43%     Fair 3%     Poor 1%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (171 responses)

Excellent 50%     Good 43%     Fair 7%     Poor 0%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (173 responses)

Excellent 48%     Good 42%     Fair 9%     Poor 1%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (172 responses)

Excellent 48%     Good 49%     Fair 2%     Poor 1%



Regarding staff and permits service. . .

1. The staff that helped me is courteous and professional. (173 responses)

Strongly Agree 62%     Agree 37%     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. (161 responses)

Strongly Agree 44%     Agree 51%     Disagree 5%     Strongly Disagree 0%


3. The Salem office and/or other offices that issue the over-dimension permits I need are conveniently located. (130 responses)

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


4. The Salem Over-Dimension Permit Unit processes my requests for single-trip permits in a timely, accurate manner. (158 responses)

Strongly Agree 42%     Agree 56%     Disagree 2%     Strongly Disagree 0%


5. The Permit Unit has an adequate phone system for handling calls. (170 responses)

Strongly Agree 32%     Agree 59%     Disagree 9%     Strongly Disagree 0%


6. Written instructions and notices I receive from the Permit Unit, including forms used for applications and renewals, are clear and understandable. (171 responses)

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


_______________
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 (55 responses)
Excellent 69%     Good 29%     Fair 2%     Poor 0%

ACCURACY (53 responses)
Excellent 72%     Good 26%     Fair 2%     Poor 0%

HELPFULNESS (51 responses)
Excellent 69%     Good 23%     Fair 8%     Poor 0%

EXPERTISE (51 responses)
Excellent 72%     Good 18%     Fair 10%     Poor 0%

AVAILABILITY OF INFORMATION (54 responses)
Excellent 67%     Good 24%     Fair 7%     Poor 2%

OVERALL SERVICE (55 responses)
Excellent 67%     Good 31%     Fair 2%     Poor 0%


A Work Safe Service

TIMELINESS (68 responses)
Excellent 56%     Good 38%     Fair 6%     Poor 0%

ACCURACY (68 responses)
Excellent 57%     Good 37%     Fair 6%     Poor 0%

HELPFULNESS (66 responses)
Excellent 53%     Good 35%     Fair 12%     Poor 0%

EXPERTISE (66 responses)
Excellent 50%     Good 42%     Fair 8%     Poor 0%

AVAILABILITY OF INFORMATION (61 responses)
Excellent 46%     Good 43%     Fair 11%     Poor 0%

OVERALL SERVICE (65 responses)
Excellent 54%     Good 37%     Fair 9%     Poor -%


Clackamas County

TIMELINESS (14 responses)
Excellent 43%     Good 36%     Fair 21%     Poor 0%

ACCURACY (14 responses)
Excellent 36%     Good 50%     Fair 14%     Poor 0%

HELPFULNESS (12 responses)
Excellent 33%     Good 42%     Fair 25%     Poor 0%

EXPERTISE (13 responses)
Excellent 31%     Good 46%     Fair 23%     Poor 0%

AVAILABILITY OF INFORMATION (13 responses)
Excellent 31%     Good 38%     Fair 31%     Poor 0%

OVERALL SERVICE (13 responses)
Excellent 23%     Good 62%     Fair 15%     Poor 0%


Marion County

TIMELINESS (22 responses)
Excellent 45%     Good 27%     Fair 23%     Poor 5%

ACCURACY (22 responses)
Excellent 36%     Good 50%     Fair 9%     Poor 5%

HELPFULNESS (21 responses)
Excellent 38%     Good 43%     Fair 14%     Poor 5%

EXPERTISE (21 responses)
Excellent 38%     Good 33%     Fair 19%     Poor 10%

AVAILABILITY OF INFORMATION (21 responses)
Excellent 38%     Good 24%     Fair 29%     Poor 9%

OVERALL SERVICE (21 responses)
Excellent 33%     Good 43%     Fair 14%     Poor 10%



View this survey form

Motor Carrier Audits
person shuffling papers at a desk
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 158 companies responded to the survey, 21.3% 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? (155 responses)

Excellent 34%     Good 55%     Fair 7%     Poor 4%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (157 responses)

Excellent 33%     Good 54%     Fair 7%     Poor 6%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (156 responses)

Excellent 48%     Good 40%     Fair 10%     Poor 2%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (154 responses)

Excellent 40%     Good 48%     Fair 10%     Poor 2%


AVAILABILITY OF INFORMATION

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

Excellent 33%     Good 52%     Fair 10%     Poor 5%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (157 responses)

Excellent 33%     Good 54%     Fair 9%     Poor 4%



Regarding weight-mile tax audits. . .

1. The ODOT auditor who contacted me explained the reasons for the weight-mile tax audit. (153 responses)

Strongly Agree 40%     Agree 54%     Disagree 4%     Strongly Disagree 2%


2. The auditor described what time period would be audited and what records would be needed in the audit. (154 responses)

Strongly Agree 49%     Agree 50%     Disagree 1%     Strongly Disagree 0%


3. When my audit involved sampling records from certain months, the auditor explained the sampling procedures that would be used to select the months. (151 responses)

Strongly Agree 40%     Agree 53%     Disagree 4%     Strongly Disagree 3%


4. I was given enough time to prepare for the audit. (151 responses)

Strongly Agree 37%     Agree 60%     Disagree 3%     Strongly Disagree 0%


5. The auditor was punctual about meeting his/her appointment to conduct the audit in my office. (125 responses)

Strongly Agree 44%     Agree 50%     Disagree 3%     Strongly Disagree 3%


6. The auditor was courteous and professional. (152 responses)

Strongly Agree 57%     Agree 41%     Disagree 0%     Strongly Disagree 2%


7. The auditor was fair and impartial. (150 responses)

Strongly Agree 45%     Agree 48%     Disagree 2%     Strongly Disagree 5%


8. The audit was completed in a timely manner. (153 responses)

Strongly Agree 34%     Agree 59%     Disagree 3%     Strongly Disagree 3%


9. The audit report was easy to read. (141 responses)

Strongly Agree 31%     Agree 61%     Disagree 3%     Strongly Disagree 5%


10. The printed material explaining the audit adjustments was clearly written and understandable. (148 responses)

Strongly Agree 32%     Agree 57%     Disagree 7%     Strongly Disagree 4%


11. The auditor explained all adjustments and schedules. (147 responses)

Strongly Agree 37%     Agree 52%     Disagree 8%     Strongly Disagree 3%


12. The auditor explained how to avoid errors in the future. (151 responses)

Strongly Agree 35%     Agree 56%     Disagree 4%     Strongly Disagree 5%


13. The auditor was helpful answering questions about reporting requirements and offering tips about good record keeping. (149 responses)

Strongly Agree 38%     Agree 54%     Disagree 3%     Strongly Disagree 5%


14. I had enough time to review the audit. (139 responses)

Strongly Agree 37%     Agree 59%     Disagree 1%     Strongly Disagree 3%


15. When I disagreed with the audit, the auditor worked with me to resolve the disputed tax adjustments. (108 responses)

Strongly Agree 33%     Agree 57%     Disagree 3%     Strongly Disagree 7%


16. When we were unable to resolve my problems with the audit, the auditor told me how to appeal the tax assessment. (102 responses)

Strongly Agree 27%     Agree 63%     Disagree 4%     Strongly Disagree 6%


_______________
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