Number of Calls Placed by R
1 = YES
2 = NO
3 = DOES NOT RECALL CALLING DMV
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Call for information, question, or complaint
1 = NEEDED INFORMATION/HAD QUESTION
2 = COMPLAINT
3 = COMBINATION OF THE ABOVE
4 = SOMETHING ELSE
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Needed Vehicle Information
1 = YES
2 = NO
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Opinion of Length of Hold Time
1 = TOO LONG
2 = JUST ABOUT RIGHT
3 = SHORT
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Required Callback
1 = YES
2 = NO
3 = YES, BUT DID NOT CALL BACK
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Received Callback
1 = YES
2 = NO, NOT YET
3 = NO CALLBACK AFTER 2-3 DAYs
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Agent's Understanding of R's Needs
1 = VERY GOOD JOB
2 = SOMEWHAT GOOD JOB
3 = NOT A GOOD JOB
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Agent's Level of Knowledge
1 = VERY
2 = SOMEWHAT
3 = NOT VERY
4 = NOT AT ALL
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Pleasantness and Professionalism of Agent
1 = VERY
2 = SOMEWHAT
3 = NOT VERY
4 = NOT AT ALL
5 = PLEASANT, BUT NOT PROFESSIONAL
6 = PROFESSIONAL, BUT NOT PLEASANT
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Overall Evaluation of Service
1 = EXCELLENT
2 = GOOD
3 = FAIR
4 = POOR
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Change in Opinion of DMV Service
1 = IMPROVE
2 = STAY THE SAME
3 = DECREASE
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Audio Preference While On Hold
1 = MUSIC
2 = DMV INFORMATION
3 = NOTHING
4 = IT DEPENDS ON THE MUSIC
5 = SOMETHING ELSE
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Opinion of Automated Call Systems
1 = A LOT
2 = SOME
3 = A LITTLE
4 = NOT AT ALL
5 = IT DEPENDS
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Opinion of Appropriate Hold Time
1 = TOO LONG
2 = TOO SHORT
3 = JUST ABOUT RIGHT
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

County of Residence
1 = BAKER
2 = BENTON
3 = CLACKAMAS
4 = CLATSOP
5 = COLUMBIA
6 = COOS
7 = CROOK
8 = CURRY
9 = DESCHUTES
10 = DOUGLAS
11 = GILLIAM
12 = GRANT
13 = HARNEY
14 = HOOD RIVER
15 = JACKSON
16 = JEFFERSON
17 = JOSEPHINE
18 = KLAMATH
19 = LAKE
20 = LANE
21 = LINCOLN
22 = LINN
23 = MALHEUR
24 = MARION
25 = MORROW
26 = MULTNOMAH
27 = POLK
28 = SHERMAN
29 = TILLAMOOK
30 = UMATILLA
31 = UNION
32 = WALLOWA
33 = WASCO
34 = WASHINGTON
35 = WHEELER
36 = YAMHILL
96 = OUTSIDE OREGON
97 = REFUSED
98 = DON'T KNOW
99 = NO ANSWER

1 = MALE
2 = FEMALE
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Year of Birth
0 = 1900 OR EARLIER
97 = REFUSED
98 = DON'T KNOW
99 = NO ANSWER

Racial/Ethnic Group
1 = BLACK/AFRICAN AMERICAN
2 = ASIAN/PACIFIC ISLANDER
3 = WHITE/CAUCASIAN
4 = NATIVE AMERICAN/AMERICAN INDIAN/ALASKA NATIVE
5 = HISPANIC
6 = MIXED RACE
7 = OTHER
97 = REFUSED
98 = DON'T KNOW
99 = NO ANSWER

Spanish Speaker
0 = NO
1 = YES

Calling Center ID
1 = MAIN OFFICE 1
2 = MAIN OFFICE 2
3 = MAIN OFFICE 3
4 = MAIN OFFICE 4
5 = OWCC

Age (recoded)
1 = 16 TO 29
2 = 30 TO 39
3 = 40 TO 49
4 = 50 TO 59
5 = 60 TO 69
6 = 70 OR OLDER
7 = REFUSED
8 = DON'T KNOW
9 = NO ANSWER

Day R Called DMV
1 = MONDAY 3/5/01
2 = TUESDAY 3/6/01
3 = WEDNESDAY 3/7/01
4 = THURSDAY 3/8/01
5 = FRIDAY 3/9/01

1 = NO CALLBACK SCHEDULED
2 = AM CALLBACK
3 = PM CALLBACK
4 = ANYTIME CALLBACK