At a recent dinner, several friends who are top professionals were talking about the worst customer experience they’ve had recently. For almost all of them, it revolved around their respective state’s Bureau of Motor Vehicles.
While long waits were at the top of their lists, perhaps you can imagine the litany of other offenses that were cited: untrained staff, getting the “run around” without quality answers, needless paperwork and more.
However, I stopped the conversation cold with this remark, “I LOVE the Indiana BMV!”
How long have YOU had to wait on something at the BMV in your state?
- In Indiana, the average wait time is about eight minutes. At the branch I go to, it’s never been half of that.
- Going to the BMV in Indiana is about as easy as going to Starbucks!
I wish my doctors were as prompt as my license branch!
Somewhere along the line, customers in other states started shrugging their shoulders and saying, “Well…what do you expect? It’s the BMV!”
- In other words, we started accepting inferior service — and were rewarded with exactly what we anticipated.
My home state did it differently. It was decided there was no excuse for poor customer service. It enabled citizens to check wait times online before departing to the branch. It forcefully enforced that the customer experience was the primary goal for all.
It now has a customer service satisfaction rating of about 96%.
Indiana’s BMV handles more than 13 million transactions annually. They register 7.2 million vehicles and 4.6 million drivers’ records each year. About 4 million people visit a BMV branch in any given year, and the agency’s web site handles almost 5 million visits annually.
Let me repeat that — 96% of the customers at the Bureau of Motor Vehicles in Indiana rate themselves as satisfied or higher!
Don’t tell me that you can’t improve YOUR customer service!
If the BMV can make that experience relatively painless — what is your excuse?