2025 DMV Customer Satisfaction Survey

May, Matthew; McGinnis-Brown, Lantz; Onaindia, Maria; Lang, Hannah

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2025 DMV Customer Satisfaction Survey

2025-05-20
By May, Matthew ; McGinnis-Brown, Lantz ; Onaindia, Maria ; ...

File Language:

English

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:

Communications Customer Satisfaction Data Analysis Division Of Motor Vehicles (DMV) Marketing Policy Public Opinion Recommendations State Motor Vehicle Departments Strategic Planning Surveys Technological Innovations Web Applications
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
Collection(s):

US Transportation Collection
Main Document Checksum:

urn:sha-512:de5dadd991df3b8dd81db751ffe44851592e21b72f9389978100578bb22d5739b65818b48381f300be13839d25f0ed26148f17fa687f7a6f83372ab7086376e9
Download URL:

https://rosap.ntl.bts.gov/view/dot/90144/dot_90144_DS1.pdf
File Type:

[PDF - 2.77 MB ]

File Language:

English

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