Division of Motor Vehicles & Toll Operations Served Millions of Customers in 2012
Quality Customer Service Remains #1 Goal
Dover -- The Delaware Division of Motor Vehicles (DMV) interacted with and served 1.7 million customers in person and over the phone in 2012. The associated Toll Operations for Interstate 95 and State Route 1 handled over 62.9 million vehicles transactions for the year.
DMV customers are counted in the areas of: Driver Services which consists of driver improvement and ID/licensing; Vehicle Services which consists of inspection, title, registration, and insurance services; and incoming phone calls. Toll Operations consist of the I-95 Newark plaza, as well as the Dover and Biddle's Corner facilities and the select access ramp sites of Route 1.
* Driver Services had 405,529 customers; averaging 33,794 per month
* Vehicle Services had 525,132 customers & conducted 440,757 inspections; averaging 80,491 per month
* There were 370,146 customer calls; averaging 30,845 per month
* Toll Operations was involved in 62,985,034 vehicle transactions; averaging 5,248,753 per month
"The citizens of Delaware have come to expect the highest levels of fast and efficient customer service from the DMV," explained Jennifer Cohan, DMV Director. "These customer contact totals show that the residents of the state depend on the valuable services that courteous DMV employees provide every day."
The results of the DMV customer satisfaction survey for the 3rd quarter of 2012 showed that 97% of customers rated service as either good or excellent. Results of all surveys can be found on the DelDOT Dashboard at www.deldot.gov/dashboard/.
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