Greeting for Introduction Form A (Part One)
Greeting for Introduction Form A (Part Two)
Greeting for Introduction Form B
Number of Calls Placed by R
Call for information, question, or complaint
Needed Vehicle Information
Needed Driver Information
Needed Accident/Insurance Information
Needed General Information
Spent Time On Hold
Opinion of Length of Hold Time
R's Call Was Transferred
Problems with Transfer
Required Callback
Received Callback
Agent's Understanding of R's Needs
Agent's Level of Knowledge
Agent's Level of Confidence
Respectfulness of Agent's Answers
Clarity of Agent's Voice
Clarity of Agent's Answers
Pleasantness and Professionalism of Agent
Overall Evaluation of Service
Change in Opinion of DMV Service
Recommend Service to Others
Audio Preference While On Hold
Opinion of Automated Call Systems
Opinion of Appropriate Hold Time
County of Residence
Sex
Year of Birth
Racial/Ethnic Group
Interviewer ID
Spanish Speaker
Calling Center ID
Age (recoded)
Day R Called DMV