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Customer Survey -- 2010
2010 Survey Summary
survey form
A total of 936 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 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 sixth time in 12 years that MCTD reached out to its various customers to ask, “How are we doing and how can we do a better job?” This time working from a customer population of 19,532, a total of 4,211 were selected (most at random) and 22% completed and returned the surveys they received by mail. When MCTD conducted similar surveys in 1998, 2002, 2004, 2006, and 2008 overall response rates ranged from 23% to 34%. Although this year’s 22% response rate is relatively low, it’s enough to provide a 95% confidence level with a 3.1% margin of error for the combined responses to questions about key aspects of customer service.

The customer groups surveyed in 2010 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 2010, the Division spent just $2,743 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 11%. When combined together the total responses are sufficient to provide a 95% confidence level with a 3.1% 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 four previous surveys -- 2002     |     2004     |     2006     |     2008

Keys to Customer Service
list of aspects of customer service
Each of the customer surveys sent in 2010 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.

Consistent with previous surveys, customers are most critical of the availability of information. In that regard, the respondents' rating of the Division is -- 40% Excellent, 48% Good, 10% Fair, and 2% Poor.

But as far as overall quality of service, the respondents' rating is -- 43% Excellent, 48% Good, 8% Fair, and only 1% Poor.

The six questions are a standard part of customer surveys conducted by Oregon state government. In 2005, all state agencies were instructed to modify survey forms and ask the same six questions (differing only by insertion of each agency name) in order to gather results that allow for comparing one state agency with another.

Here are the results for the six questions regarding key aspects of customer service:

Regarding Motor Carrier Division staff
and service provided . . . 

 Excellent  Good  Fair  Poor 
TIMELINESS
1. How do you rate the timeliness of the services
provided by the Motor Carrier Transportation Division?
 
919 responses
42%
48%
9%
1%
ACCURACY
2. How do you rate the ability of the Motor Carrier
Transportation Division to provide services
correctly the first time?

916 responses
45%
45%
7%
3%
HELPFULNESS
3. How do you rate the helpfulness of
Motor Carrier Transportation Division employees?

918 responses
54%
37%
7%
2%
EXPERTISE
4. How do you rate the knowledge and expertise
of Motor Carrier Transportation Division employees?

902 responses 
45%
44%
9%
2%
AVAILABILITY OF INFORMATION
5. How do you rate the availability of information
at the Motor Carrier Transportation Division?

911 responses
40%
48%
10%
2%
OVERALL SERVICE
6. How do you rate the overall quality of service
provided by the Motor Carrier Transportation Division?

914 responses 
43%
48%
8%
1%

Truck Inspections
inspectors at work
Following are the responses to questions or statements on a survey sent to 489 Oregon companies randomly selected from 2,675 that had a truck inspected by MCTD staff in 2009. A total of 100 companies responded to the survey, 20% of 489.


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? (98 responses)

Excellent 30%     Good 57%     Fair 13%     Poor 0%


ACCURACY
2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (97 responses)

Excellent 31%     Good 58%     Fair 6%     Poor 5%


HELPFULNESS
3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (98 responses)

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


EXPERTISE
4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (95 responses)

Excellent 40%     Good 45%     Fair 12%     Poor 3%


AVAILABILITY OF INFORMATION
5. How do you rate the availability of information at the Motor Carrier Transportation Division? (97 responses)

Excellent 29%     Good 52%     Fair 16%     Poor 3%


OVERALL SERVICE
6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (97 responses)

Excellent 29%     Good 57%     Fair 16%     Poor 0%


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

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

Strongly Agree 22%     Agree 72%     Disagree 4%     Strongly Disagree 2%


2. The inspection report form contains clear instructions. (93 responses)

Strongly Agree 22%     Agree 74%     Disagree 4%     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. (96 responses)

Strongly Agree 35%     Agree 62%     Disagree 3%     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. (95 responses)

Strongly Agree 38%     Agree 61%     Disagree 0%     Strongly Disagree 1%


5. ODOT’s Motor Carrier Safety Program has a positive effect on highway safety. (96 responses)

Strongly Agree 37%     Agree 57%     Disagree 4%     Strongly Disagree 2%


6. The chances of being inspected on an average trip through Oregon are high. (85 responses)

Strongly Agree 16%     Agree 58%     Disagree 25%     Strongly Disagree 1%


7. Oregon should increase its on-highway inspection efforts. (82 responses)

Strongly Agree 5%     Agree 27%     Disagree 61%     Strongly Disagree 7%


8. Inspections conducted during evening hours and on weekends are effective in identifying unsafe trucks. (73 responses)

Strongly Agree 20%     Agree 59%     Disagree 17%     Strongly Disagree 4%


9. Inspections conducted on secondary highway routes are effective in identifying unsafe trucks. (75 responses)

Strongly Agree 19%     Agree 64%     Disagree 17%     Strongly Disagree 0%


10. Putting drivers and vehicles out-of-service benefits highway safety. (93 responses)

Strongly Agree 22%     Agree 67%     Disagree 9%     Strongly Disagree 2%


11. Stopping trucks that are speeding or committing other traffic violations benefits highway safety. (95 responses)

Strongly Agree 37%     Agree 62%     Disagree 1%     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. (84 responses)

Strongly Agree 25%     Agree 45%     Disagree 25%     Strongly Disagree 5%


13. Circle the number of times your vehicles were inspected in Oregon during the past year. (89 responses)

1 time - 23%
2 times - 20%
3 times - 15%
4-6 times - 16%
7-10 times - 26%


_______________
Introductory script at top of survey form received by 489 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
inspector checking hazmat drum
Following are the responses to questions or statements on a survey sent to 466 Oregon companies that were subject to a Safety Compliance Review in 2009. A total of 89 companies responded to the survey, 19% of 466.


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? (87 responses)

Excellent 39%     Good 52%     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? (87 responses)

Excellent 42%     Good 47%     Fair 8%     Poor 3%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (86 responses)

Excellent 48%     Good 38%     Fair 13%     Poor 1%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (85 responses)

Excellent 44%     Good 46%     Fair 9%     Poor 1%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (87 responses)

Excellent 33%     Good 52%     Fair 13%     Poor 2%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (87 responses)

Excellent 40%     Good 50%     Fair 10%     Poor 0%


Regarding Safety Compliance Reviews and the process. . .


1. ODOT inspectors conduct safety compliance reviews in a professional, courteous manner. (88 responses)

Strongly Agree 43%     Agree 55%     Disagree 2%     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. (88 responses)

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


3. Letters I received from ODOT, such as ones requesting safety records, were clear and easy to understand. (86 responses)

Strongly Agree 31%     Agree 62%     Disagree 4%     Strongly Disagree 3%


4. When my audit led to a civil complaint action, the documents I received clearly described the alleged violations and penalties. (Leave blank if not applicable.)  (39 responses)

Strongly Agree 36%     Agree 61%     Disagree 0%     Strongly Disagree 3%


5. I had no difficulty following the instructions about how to respond to the enforcement action. (Leave blank if not applicable.)  (51 responses)

Strongly Agree 25%     Agree 69%     Disagree 6%     Strongly Disagree 0%


6. The civil complaint settlement process was handled in a fair, professional manner. (Leave blank if not applicable.)  (29 responses)

Strongly Agree 31%     Agree 55%     Disagree 10%     Strongly Disagree 4%


7. The Safety Compliance Review did not disrupt my business. (82 responses)

Strongly Agree 26%     Agree 50%     Disagree 12%     Strongly Disagree 12%


8. ODOT’s Motor Carrier Safety Program has a positive effect on highway safety. (75 responses)

Strongly Agree 32%     Agree 60%     Disagree 4%     Strongly Disagree 4%


9. Safety reviews influence motor carriers to comply with safety regulations. (82 responses)

Strongly Agree 39%     Agree 56%     Disagree 3%     Strongly Disagree 2%


10. Reviews are conducted in a manner that minimizes interruption of my business. (86 responses)

Strongly Agree 27%     Agree 51%     Disagree 14%     Strongly Disagree 8%


11. The $100 penalty that applies to most safety violations is sufficient to convince carriers to operate in compliance with safety regulations. (77 responses)

Strongly Agree 27%     Agree 65%     Disagree 8%     Strongly Disagree 0%


The main incentive for complying with state and federal motor carrier safety regulations is (check one): (100 responses)

in the interest of public safety. - 66%
to reduce my insurance premium. - 7%
to avoid enforcement action by ODOT. - 27%


_______________
Introductory script at top of survey form received by 466 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
inspectors checking driver
Following are the responses to questions or statements on a survey sent to 478 Oregon truck drivers randomly selected from 5,588 who were subject to a safety inspection by MCTD staff in 2009. A total of 95 drivers responded to the survey, 20% of 478.


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? (92 responses)

Excellent 24%     Good 60%     Fair 12%     Poor 4%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (92 responses)

Excellent 30%     Good 59%     Fair 8%     Poor 3%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (93 responses)

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


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (91 responses)

Excellent 29%     Good 56%     Fair 12%     Poor 3%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (92 responses)

Excellent 30%     Good 47%     Fair 19%     Poor 4%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (93 responses)

Excellent 26%     Good 62%     Fair 9%     Poor 3%


Regarding driver inspections. . .

1. ODOT inspectors conduct safety inspections in a professional, courteous manner. (93 responses)

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


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. (93 responses)

Strongly Agree 36%     Agree 62%     Disagree 1%     Strongly Disagree 1%


3. The inspection form is easy to read and understand. (90 responses)

Strongly Agree 34%     Agree 62%     Disagree 4%     Strongly Disagree 0%


4. The chances of being inspected on an average trip through Oregon are high. (87 responses)

Strongly Agree 14%     Agree 47%     Disagree 36%     Strongly Disagree 3%


5. It is difficult to purposely evade a vehicle inspection in Oregon. (80 responses)

Strongly Agree 21%     Agree 62%     Disagree 13%     Strongly Disagree 4%


6. Oregon should increase its on-highway inspection efforts. (84 responses)

Strongly Agree 8%     Agree 48%     Disagree 39%     Strongly Disagree 5%


7. Inspections conducted during evening hours and on weekends are effective in identifying unsafe trucks. (75 responses)

Strongly Agree 17%     Agree 60%     Disagree 16%     Strongly Disagree 7%


8. Inspections conducted on secondary highway routes are effective in identifying unsafe trucks. (82 responses)

Strongly Agree 13%     Agree 66%     Disagree 17%     Strongly Disagree 4%


9. Putting drivers and vehicles out-of-service benefits highway safety. (82 responses)

Strongly Agree 26%     Agree 60%     Disagree 13%     Strongly Disagree 1%


10. Stopping trucks that are speeding or committing other traffic violations benefits highway safety. (90 responses)

Strongly Agree 34%     Agree 58%     Disagree 5%     Strongly Disagree 3%


11. It is generally true that drivers of vehicles placed out-of-service make sure repairs are made before they proceed. (81 responses)

Strongly Agree 27%     Agree 68%     Disagree 4%     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. (85 responses)

Strongly Agree 21%     Agree 68%     Disagree 6%     Strongly Disagree 5%


13. The company I work for gives me the information and support I need to be in compliance with safety regulations. (89 responses)

Strongly Agree 51%     Agree 41%     Disagree 2%     Strongly Disagree 6%


_______________
Introductory script at top of survey form received by 478 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
weigh station OPEN sign
Following are the responses to questions or statements on a survey sent to 441 Oregon truck drivers randomly selected from 4,849 who received a citation or warning from a motor carrier enforcement officer at an Oregon weigh station in six months from November 7, 2009 to May 7, 2010. A total of 73 drivers responded to the survey, 17% of 441.


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? (71 responses)

Excellent 27%     Good 41%     Fair 28%     Poor 4%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (69 responses)

Excellent 27%     Good 48%     Fair 16%     Poor 9%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (70 responses)

Excellent 36%     Good 38%     Fair 16%     Poor 10%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (66 responses)

Excellent 33%     Good 50%     Fair 14%     Poor 3%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (68 responses)

Excellent 29%     Good 50%     Fair 15%     Poor 6%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (69 responses)

Excellent 33%     Good 45%     Fair 20%     Poor 2%


Regarding weigh station enforcement officers. . .

1. Oregon Motor Carrier Enforcement Officers are polite and courteous. (70 responses)

Strongly Agree 30%     Agree 56%     Disagree 8%     Strongly Disagree 6%


2. Oregon Motor Carrier Enforcement Officers perform their duties in a professional manner. (71 responses)

Strongly Agree 32%     Agree 58%     Disagree 6%     Strongly Disagree 4%


3. Oregon Motor Carrier Enforcement Officers are knowledgeable and well-trained. (67 responses)

Strongly Agree 24%     Agree 66%     Disagree 6%     Strongly Disagree 4%


4. Oregon Motor Carrier Enforcement Officers demonstrate good judgment and common sense. (70 responses)

Strongly Agree 24%     Agree 50%     Disagree 14%     Strongly Disagree 12%


5. Oregon Motor Carrier Enforcement Officers treat truck operators with respect. (69 responses)

Strongly Agree 26%     Agree 57%     Disagree 14%     Strongly Disagree 3%


6. Oregon Motor Carrier Enforcement Officers are respectful of time demands on truck operators. (71 responses)

Strongly Agree 23%     Agree 53%     Disagree 16%     Strongly Disagree 8%


7. Oregon Motor Carrier Enforcement Officers apply truck size and weight regulations fairly. (69 responses)

Strongly Agree 23%     Agree 63%     Disagree 10%     Strongly Disagree 4%


8. When asked, Oregon enforcement officers give clear and concise guidance about complying with truck size and weight regulations. (69 responses)

Strongly Agree 29%     Agree 65%     Disagree 4%     Strongly Disagree 2%


9. Motor Carrier Enforcement Officers throughout Oregon enforce truck size and weight regulations uniformly. (62 responses)

Strongly Agree 19%     Agree 53%     Disagree 26%     Strongly Disagree 2%


10. Oregon enforcement efforts protect the taxpayers' investment in roads and bridges by reducing the number of overweight trucks. (62 responses)

Strongly Agree 19%     Agree 57%     Disagree 16%     Strongly Disagree 8%


11. Oregon enforcement of size and weight regulations is comparable to surrounding states. (If no, please comment below.) (49 responses)

Strongly Agree 19%     Agree 67%     Disagree 12%     Strongly Disagree 2%


_______________
Introductory script at top of survey form received by 441 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 crossing weigh-in-motion scales
Following are the responses to questions or statements on a survey sent to 483 companies randomly selected from 2,552 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 117 companies responded to the survey, 24% of 483.


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? (113 responses)

Excellent 46%     Good 48%     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? (113 responses)

Excellent 47%     Good 44%     Fair 8%     Poor 1%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (115 responses)

Excellent 57%     Good 36%     Fair 5%     Poor 2%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (110 responses)

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


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (114 responses)

Excellent 44%     Good 44%     Fair 10%     Poor 2%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (111 responses)

Excellent 44%     Good 53%     Fair 2%     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. (90 responses)

Strongly Agree 26%     Agree 60%     Disagree 12%     Strongly Disagree 2%


2. When I call the Green Light Service Line (503-378-6054), I get prompt service with problems preclearing weigh stations. (75 responses)

Strongly Agree 47%     Agree 51%     Disagree 1%     Strongly Disagree 1%


3. I get prompt service when I call to update my transponder info. (87 responses)

Strongly Agree 43%     Agree 53%     Disagree 3%     Strongly Disagree 1%


4. It was easy to complete the transponder application form. (102 responses)

Strongly Agree 47%     Agree 52%     Disagree 1%     Strongly Disagree 0%


5. It was easy to follow instructions to get started. (102 responses)

Strongly Agree 48%     Agree 50%     Disagree 2%     Strongly Disagree 0%


Regarding the Green Light program. . .

1. It’s easy to use Green Light to preclear weigh stations. (107 responses)

Strongly Agree 62%     Agree 37%     Disagree 1%     Strongly Disagree 0%


2. My trucks usually get green light signals to keep going whenever they approach a Green Light weigh station. (106 responses)

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


3. Green Light saves me time by avoiding weigh station stops. (109 responses)

Strongly Agree 72%     Agree 27%     Disagree 0%     Strongly Disagree 1%


4. Green Light saves me money in truck operating costs. (105 responses)

Strongly Agree 63%     Agree 34%     Disagree 2%     Strongly Disagree 1%


5. I would be participating in Green Light even if ODOT had not given me transponders at no charge. (99 responses)

Strongly Agree 42%     Agree 47%     Disagree 7%     Strongly Disagree 4%


6. When ODOT stops distributing transponders at no charge, I will be willing to spend as much as $30 each for new transponders. (99 responses)

Strongly Agree 25%     Agree 48%     Disagree 22%     Strongly Disagree 5%


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. (92 responses)

Strongly Agree 38%     Agree 54%     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. (109 responses)

Strongly Agree 40%     Agree 55%     Disagree 2%     Strongly Disagree 3%


9. I think it’s appropriate that ODOT uses weigh station records for enforcement purposes, such as checking driver logbooks. (102 responses)

Strongly Agree 38%     Agree 53%     Disagree 3%     Strongly Disagree 6%


10. Circle the number of times you estimate your trucks precleared Oregon Green Light weigh stations in the most recent month. (103 responses)

5 or less - 43%
6-10 times - 13%
11-20 times - 15%
21-50 times - 16%
51-100 times or more - 13%


_______________
Introductory script at top of survey form received by 483 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 497 companies randomly selected from 646 based in Oregon, Idaho, and Washington who qualify as Oregon Trusted Carrier Partners. A total of 166 companies responded to the survey, 33% of 497.


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? (163 responses)

Excellent 48%     Good 46%     Fair 6%     Poor 0%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (163 responses)

Excellent 59%     Good 36%     Fair 4%     Poor 1%


HELPFULNESS

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

Excellent 64%     Good 31%     Fair 4%     Poor 1%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (163 responses)

Excellent 50%     Good 44%     Fair 5%     Poor 1%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (165 responses)

Excellent 49%     Good 46%     Fair 4%     Poor 1%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (165 responses)

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



Regarding the Trusted Carrier program. . .

1. I take pride in the fact that my company is an Oregon Trusted Carrier Partner. (161 responses)

Strongly Agree 75%     Agree 25%     Disagree 0%     Strongly Disagree 0%


2. I clearly derive benefits from being a Trusted Carrier. (147 responses)

Strongly Agree 51%     Agree 44%     Disagree 5%     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. (70 responses)

Strongly Agree 14%     Agree 38%     Disagree 39%     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. (84 responses)

Strongly Agree 37%     Agree 44%     Disagree 15%     Strongly Disagree 4%


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. (56 responses)

Strongly Agree 16%     Agree 30%     Disagree 47%     Strongly Disagree 7%


6. Displaying the Trusted Carrier plate enhances our company image in the eyes of the general public and helps us market our products. (123 responses)

Strongly Agree 41%     Agree 49%     Disagree 9%     Strongly Disagree 1%


7. Putting Trusted Carrier plates on my Green Light transponder-equipped trucks helps me retain truck drivers. (86 responses)

Strongly Agree 24%     Agree 48%     Disagree 24%     Strongly Disagree 4%


8. When my drivers travel in Oregon, I believe the Trusted Carrier plate has a positive effect on how weigh station operators treat them. (128 responses)

Strongly Agree 39%     Agree 54%     Disagree 6%     Strongly Disagree 1%


9. When my drivers travel in Oregon, I believe the plate has a positive effect on how law enforcement officers treat them. (109 responses)

Strongly Agree 32%     Agree 56%     Disagree 11%     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. (88 responses)

Strongly Agree 27%     Agree 47%     Disagree 24%     Strongly Disagree 2%


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. (149 responses)

Strongly Agree 51%     Agree 48%     Disagree 1%     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. (153 responses)

Strongly Agree 45%     Agree 51%     Disagree 3%     Strongly Disagree 1%


13. Circle the number of trucks you operate with Green Light transponders and Trusted Carrier license plates. (153 responses)

1 truck - 44%
2-5 trucks - 25%
6-10 trucks - 13%
11-20 trucks - 5%
21-50 trucks or more - 13%


_______________
Introductory script at top of survey form received by 497 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
customer at counter
Following are the responses to questions or statements on a survey sent to 431 companies randomly selected from 1,568 who contacted the MCTD Salem Headquarters during the week of May 3-7, 2010, for help with truck-related transactions. A total of 93 companies responded to the survey, 22% of 431.


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? (93 responses)

Excellent 57%     Good 38%     Fair 3%     Poor 2%


ACCURACY

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

Excellent 64%     Good 30%     Fair 3%     Poor 3%


HELPFULNESS

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

Excellent 61%     Good 30%     Fair 6%     Poor 3%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (91 responses)

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


AVAILABILITY OF INFORMATION

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

Excellent 53%     Good 39%     Fair 6%     Poor 2%


OVERALL SERVICE

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

Excellent 55%     Good 36%     Fair 7%     Poor 2%



More regarding staff and service . . .

1. The MCTD staff persons that help me are courteous and professional. (93 responses)

Strongly Agree 60%     Agree 35%     Disagree 1%     Strongly Disagree 4%


2. MCTD staff is flexible in accommodating my needs. (91 responses)

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


3. MCTD gives me timely notice of any changes in motor carrier rules and regulations. (81 responses)

Strongly Agree 44%     Agree 47%     Disagree 4%     Strongly Disagree 5%


4. Written instructions and notices, including forms used for renewals, applications, tax filings, and vehicle registration, are clear and understandable. (86 responses)

Strongly Agree 42%     Agree 49%     Disagree 5%     Strongly Disagree 4%

__________


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? (86 responses)

Yes, I use Trucking Online - 22%
No, I don’t use Trucking Online - 78%


If you are not using Trucking Online, why not? - Please select all that apply:
(many of the 67 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. 17%
  3. I just haven’t gotten around to signing up for it. 15%
  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. 2%
  8. My Internet connection is too slow. 3%
  9. I don’t like doing business on the Internet. 13%
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. 2%
12. I really like doing business by phone, mail, or fax. 20%
13. I really like doing business in person at the MCTD Salem Headquarters or at a field office. 3%
14. I don’t have a printer handy for printing credentials. 4%


_______________
Introductory script at top of survey form received by 431 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
truck with high, wide load
Following are the responses to questions or statements on a survey sent to 352 companies who contacted the Salem Over-Dimension Permit Unit during the week of May 3-7, 2010, for help obtaining a variance permit. A total of 116 companies responded to the survey, 33% of 352.


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? (116 responses)

Excellent 48%     Good 41%     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? (116 responses)

Excellent 50%     Good 43%     Fair 6%     Poor 1%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (115 responses)

Excellent 58%     Good 35%     Fair 6%     Poor 1%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (115 responses)

Excellent 52%     Good 41%     Fair 5%     Poor 2%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (114 responses)

Excellent 43%     Good 47%     Fair 7%     Poor 3%


OVERALL SERVICE

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

Excellent 53%     Good 39%     Fair 7%     Poor 1%



Regarding staff and permits service. . .

1. The staff that helped me is courteous and professional. (113 responses)

Strongly Agree 60%     Agree 36%     Disagree 3%     Strongly Disagree 1%


2. The hours of operation at the Salem office, for both phone service and walk-in business, are adequate for my needs. (106 responses)

Strongly Agree 45%     Agree 48%     Disagree 6%     Strongly Disagree 1%


3. The Salem office and/or other offices that issue the over-dimension permits I need are conveniently located. (77 responses)

Strongly Agree 41%     Agree 51%     Disagree 5%     Strongly Disagree 3%


4. The Salem Over-Dimension Permit Unit processes my requests for single-trip permits in a timely, accurate manner. (111 responses)

Strongly Agree 53%     Agree 41%     Disagree 5%     Strongly Disagree 1%


5. The Permit Unit has an adequate phone system for handling calls. (110 responses)

Strongly Agree 43%     Agree 53%     Disagree 3%     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. (111 responses)

Strongly Agree 39%     Agree 57%     Disagree 2%     Strongly Disagree 2%


_______________
Introductory script at top of survey form received by 352 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 (40 responses)
Excellent 55%     Good 42%     Fair 0%     Poor 3%

ACCURACY (39 responses)
Excellent 64%     Good 31%     Fair 3%     Poor 2%

HELPFULNESS (39 responses)
Excellent 64%     Good 31%     Fair 3%     Poor 2%

EXPERTISE (40 responses)
Excellent 45%     Good 50%     Fair 3%     Poor 2%

AVAILABILITY OF INFORMATION (39 responses)
Excellent 51%     Good 41%     Fair 5%     Poor 3%

OVERALL SERVICE (40 responses)
Excellent 52%     Good 43%     Fair 3%     Poor 2%



A Work Safe Service

TIMELINESS (53 responses)
Excellent 64%     Good 28%     Fair 4%     Poor 4%

ACCURACY (53 responses)
Excellent 64%     Good 28%     Fair 2%     Poor 6%

HELPFULNESS (53 responses)
Excellent 64%     Good 26%     Fair 4%     Poor 6%

EXPERTISE (53 responses)
Excellent 58%     Good 32%     Fair 4%     Poor 6%

AVAILABILITY OF INFORMATION (50 responses)
Excellent 52%     Good 36%     Fair 8%     Poor 4%

OVERALL SERVICE (53 responses)
Excellent 60%     Good 32%     Fair 4%     Poor 4%



Clackamas County

TIMELINESS (10 responses)
Excellent 20%     Good 60%     Fair 10%     Poor 10%

ACCURACY (10 responses)
Excellent 10%     Good 70%     Fair 10%     Poor 10%

HELPFULNESS (10 responses)
Excellent 40%     Good 40%     Fair 10%     Poor 10%

EXPERTISE (10 responses)
Excellent 10%     Good 60%     Fair 20%     Poor 10%

AVAILABILITY OF INFORMATION (10 responses)
Excellent 10%     Good 70%     Fair 10%     Poor 10%

OVERALL SERVICE (10 responses)
Excellent 10%     Good 70%     Fair 10%     Poor 10%
 

Lane County
 

TIMELINESS (13 responses)
Excellent 31%     Good 38%     Fair 16%     Poor 15%

ACCURACY (12 responses)
Excellent 42%     Good 42%     Fair 8%     Poor 8%

HELPFULNESS (13 responses)
Excellent 38%     Good 31%     Fair 16%     Poor 15%

EXPERTISE (12 responses)
Excellent 33%     Good 42%     Fair 8%     Poor 17%

AVAILABILITY OF INFORMATION (13 responses)
Excellent 31%     Good 38%     Fair 16%     Poor 15%

OVERALL SERVICE (13 responses)
Excellent 31%     Good 38%     Fair 23%     Poor 8%




Marion County

TIMELINESS (16 responses)
Excellent 44%     Good 37%     Fair 13%     Poor 6%

ACCURACY (15 responses)
Excellent 46%     Good 40%     Fair 7%     Poor 7%

HELPFULNESS (16 responses)
Excellent 50%     Good 31%     Fair 13%     Poor 6%

EXPERTISE (15 responses)
Excellent 47%     Good 40%     Fair 7%     Poor 6%

AVAILABILITY OF INFORMATION (16 responses)
Excellent 44%     Good 37%     Fair 13%     Poor 6%

OVERALL SERVICE (16 responses)
Excellent 44%     Good 37%     Fair 13%     Poor 6%



View this survey form

Motor Carrier Audits
auditor handling paperwork
Following are the responses to questions or statements on a survey sent to 492 companies that were subject to a weight-mile tax audit, and 82 companies that were subject to an International Registration Plan (IRP) audit and/or an International Fuel Tax Agreement (IFTA) audit, in 2009. A total of 87 companies responded to the survey, 15% of 574.


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? (86 responses)

Excellent 46%     Good 51%     Fair 2%     Poor 1%


ACCURACY

2. How do you rate the ability of the Motor Carrier Transportation Division to provide services correctly the first time? (86 responses)

Excellent 43%     Good 48%     Fair 5%     Poor 4%


HELPFULNESS

3. How do you rate the helpfulness of Motor Carrier Transportation Division employees? (86 responses)

Excellent 62%     Good 31%     Fair 6%     Poor 1%


EXPERTISE

4. How do you rate the knowledge and expertise of Motor Carrier Transportation Division employees? (86 responses)

Excellent 50%     Good 40%     Fair 8%     Poor 2%


AVAILABILITY OF INFORMATION

5. How do you rate the availability of information at the Motor Carrier Transportation Division? (85 responses)

Excellent 41%     Good 53%     Fair 5%     Poor 1%


OVERALL SERVICE

6. How do you rate the overall quality of service provided by the Motor Carrier Transportation Division? (86 responses)

Excellent 49%     Good 46%     Fair 1%     Poor 4%



Regarding weight-mile tax audits. . .

1. The ODOT auditor who contacted me explained the reasons for the weight-mile tax audit. (84 responses)

Strongly Agree 42%     Agree 51%     Disagree 7%     Strongly Disagree 0%


2. The auditor described what time period would be audited and what records would be needed in the audit. (85 responses)

Strongly Agree 53%     Agree 47%     Disagree 0%     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. (79 responses)

Strongly Agree 47%     Agree 46%     Disagree 6%     Strongly Disagree 1%


4. I was given enough time to prepare for the audit. (85 responses)

Strongly Agree 53%     Agree 42%     Disagree 4%     Strongly Disagree 1%


5. The auditor was punctual about meeting his/her appointment to conduct the audit in my office. (68 responses)

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


6. The auditor was courteous and professional. (84 responses)

Strongly Agree 60%     Agree 38%     Disagree 2%     Strongly Disagree 0%


7. The auditor was fair and impartial. (85 responses)

Strongly Agree 56%     Agree 38%     Disagree 2%     Strongly Disagree 4%


8. The audit was completed in a timely manner. (85 responses)

Strongly Agree 41%     Agree 57%     Disagree 1%     Strongly Disagree 1%


9. The audit report was easy to read. (83 responses)

Strongly Agree 38%     Agree 51%     Disagree 7%     Strongly Disagree 4%


10. The printed material explaining the audit adjustments was clearly written and understandable. (84 responses)

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


11. The auditor explained all adjustments and schedules. (83 responses)

Strongly Agree 44%     Agree 46%     Disagree 10%     Strongly Disagree 0%


12. The auditor explained how to avoid errors in the future. (84 responses)

Strongly Agree 48%     Agree 45%     Disagree 7%     Strongly Disagree 0%


13. The auditor was helpful answering questions about reporting requirements and offering tips about good record keeping. (81 responses)

Strongly Agree 51%     Agree 44%     Disagree 4%     Strongly Disagree 1%


14. I had enough time to review the audit. (85 responses)

Strongly Agree 46%     Agree 52%     Disagree 2%     Strongly Disagree 0%


15. When I disagreed with the audit, the auditor worked with me to resolve the disputed tax adjustments. (Leave blank if not applicable.)  (35 responses)

Strongly Agree 23%     Agree 71%     Disagree 3%     Strongly Disagree 3%


16. When we were unable to resolve my problems with the audit, the auditor told me how to appeal the tax assessment. (Leave blank if not applicable.)  (25 responses)

Strongly Agree 16%     Agree 76%     Disagree 4%     Strongly Disagree 4%


_______________
Introductory script at top of survey form received by 492 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 82 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