2025 DMV Customer Satisfaction Survey

Details

• Creators:
  May, Matthew ; McGinnis-Brown, Lantz ; Onaindia, Maria ; Lang, Hannah
• Corporate Creators:
  Boise State University. Idaho Policy Institute
• Corporate Contributors:
  Idaho Transportation Department. Highways Construction and Operations, Contracting Services, Research Program ; United States. Department of Transportation. Federal Highway Administration
• Subject/TRT Terms:
  • State motor vehicle departments
  • Customer satisfaction
  • Surveys
  • Web applications
  • Technological innovations
  • Data analysis
  • Policy
  • Strategic planning
  • Recommendations
  • Public opinion
  More +
• Publication/ Report Number:
  FHWA-ID-25-316
• Resource Type:
  Tech Report
• Geographical Coverage:
  United States ; Idaho
• Edition:
  Final Report: 09/26/2024 - 06/26/2025
• Corporate Publisher:
  Idaho Transportation Department
• Abstract:
  The Idaho Transportation Department’s Division of Motor Vehicles underwent major system modernization efforts over the past decade, including expansion of online service delivery and improvements to its DMV web portal. Boise State University’s Idaho Policy Institute assesses whether system changes are meeting customer needs and expectations to better inform prioritization of future technological improvements. This study’s analysis is informed by informal interviews with current DMV personnel, DMV transaction data, and a public opinion survey to a representative random sample of 1,000 Idaho adults. Findings indicate Idahoans score the DMV highly, with 73% rating it “excellent” or “good,” citing friendly and helpful staff and short wait times as the most positive elements of their experience. The study concludes with recommendations related to strategies for improving customer satisfaction levels, as well as DMV communication and marketing efforts.
• Format:
  PDF
• Download URL:
  https://rosap.ntl.bts.gov/view/dot/90144/dot_90144_DS1.pdf
• File Type:
  [PDF - 2.77 MB]
• Collection(s):
  US Transportation Collection
• Main Document Checksum:
  urn:sha-512:de5dadd991df3b8dd81db751ffe44851592e21b72f9389978100578bb22d5739b65818b48381f300be13839d25f0ed26148f17fa687f7a6f83372ab7086376e9