Posted on January 14, 2014 by cadmv
Have you visited a DMV field office recently and received excellent service? Or have you renewed your registration online using our website? How easy was it? The California Department of Motor Vehicles wants to know about your experience!
Because the DMV is committed to serving the public, we want to hear what you have to say. Whether you have a compliment, suggestion or complaint, the DMV greatly values your opinion.
Each month the department receives over 10,000 comments via our online survey, with the number of compliments outweighing the complaints. The responses we receive for the survey are used to evaluate our service in the field office, over the telephone and also on our website. Our hope is that through the survey, the customer experience as a whole will be improved.
If you would like to provide feedback for the DMV, we welcome you to share your thoughts. As a friendly reminder, please remember not to include any personal information – your security is important to us!
So please, Tell Us… How Are We Doing?
Filed under: Uncategorized | Tagged: complaint, compliment, Customer Service, Field Office, Online Services, suggestion, survey | Leave a comment »
Posted on July 31, 2012 by cadmv
DMV is committed to customer satisfaction. However, when our systems are down either for maintenance or technical difficulties, there are a few tips to fast-track your communication with us:
- In the event your registration is due on a weekend or State holiday, and if a system failure occurs, no penalties are assessed if the renewal is postmarked by the next work date.
- Our Telephone Service Center can assist with general DMV information at 800-777-0133.
- DMV’s Interactive Voice Response System at 800-777-0133 is also available for registration renewals
- Vehicle registration transactions can be completed by using DMV’s Self Service Terminals at selected field offices.
- If our system is down for 24 hours or more, to avoid paying penalties on your vehicle registration you can prepare a Statement of Facts (REG 256) or send in a letter explaining why you were late and the penalty will be waived. Then mail the registration renewal form, payment, REG 256 or letter in the envelope that was provided.
If you need your business done that day, and a Field Office visit is absolutely necessary, booking an Appointment has never been easier. DMV is modifying it’s appointment system to accommodate same day appointments. This feature will be available on August 1, 2012. Remember, showing up without an appointment can cause your visit to be longer than you expected. Plan in advance and schedule an appointment! You’ll be glad you did.
Filed under: Uncategorized | Tagged: Appointment, California DMV, Customer Service, Self Service Terminals, Technical Difficulties | 1 Comment »
Posted on October 7, 2010 by cadmv
As we reach the midway point of our pilot program, the social media team has learned a great deal from our experiences in the social media realm. Three months into our six month program, our account shows a substantial increase in customer interaction within the Twitter community, as more users are realizing that they can use the CA_DMV account as another channel for DMV customer service. During the first month of the project, CA_DMV received an average of 11 direct mentions per week, mostly pertaining to complaints and comments on recent DMV experiences. During the second month, we received an average of 23 direct mentions per week where customers began to respond to our tweets with specific inquiries related to their own personal DMV issues. We have been able to assist customers with driver license and registration transactions by providing status updates and direct links to website resources. This interaction between customer and DMV spread through the Twitter community, as users began to retweet our responses, informing other followers that CA_DMV could be used as a means to obtain information without calling the toll free telephone number or visiting a DMV field office. Consequently, in the third month of the project, CA_DMV received 28 direct mentions per week and we anticipate that number will increase as our following grows.
We are learning that increased engagement with twitter users also causes our following to grow, as users are finding increased value from the tweets we send and the responses we provide. For example, the tweets below show how following DMV has provided additional benefit to customers:
Because of these and many other tweets, our Twitter following is gradually growing. Currently we have 1,907 total Twitter followers which is an 18% increase since the start of the project.
We also realize that it is important to reply to general mentions, which led to an increased following. Most of these mentions occur between 8 A.M. and 12 P.M. and pertain to their DMV experience after a field office visit or DMV phone call. Their concerns mainly deal with driver license and registration questions. We constantly monitor DMV mentions in several search inquiries to ensure that we are able to “listen” for questions or comments and provide guidance to those who are mistaken or uninformed. One prime example is the tweet below which led to the user to become a follower shortly after resolving their issue:
We at DMV hope this snowball effect of growth and interaction will continue to occur as we try to provide more informative and beneficial content to our Twitter community. We will continue to do our best to provide assistance through our social media channels and, at the same time, continue to learn from our experiences to improve the way we use social media. We believe that with any endeavor, changes can occur, thus we want to not only learn from our mistakes, but also adapt and evolve for the modern customer. We at DMV are always open to comments and suggestions; hence, if there is anything you would like to add to this blog or any of our social media accounts, please send us a message or comment on our blog.
Filed under: Uncategorized | Tagged: Customer Service, Program, statistics, Twitter | 3 Comments »