In September 2010, DOL introduced its staff in our licensing services offices to a new customer service promise: “We will be friendly and helpful — every time.”
As part of a recent customer survey–mailed to recent customers in October 2013–we asked if their experience during their recent transaction reflected this promise.
Overall, 82-percent of survey respondents indicated yes, our staff was both friendly and helpful. Another 15-percent indicated staff was either friendly or helpful, and only 3-percent indicated staff was neither friendly nor helpful.
This level of satisfaction was echoed in other aspects of the survey. Overall, we learned 83-percent said they were satisfied to very satisfied with their DOL service and 57-percent of customers indicated DOL’s service has improved.
Results of the recent survey appear in the chart below.