Survey Results as of 09/06/11

Federal Motor Carrier Safety Administration

FMCSA Portal Survey Summary
September 23, 2011
(Revised: April 10, 2012)

FMCSA Portal Survey Results: September 2011
► The survey was activated from September 6, 2011 through
September 20, 2011
► Current number of registered portal users
(As of September 2011): 24,519
• Enforcement users – 10,389
(7.30% increase since last survey of 9,682 users)
• Company/Industry users – 14,130
(23.86% increase since last survey of 11,408 users)

► Number of surveys completed by users: 785

1

FMCSA Portal Satisfaction Trends

Question

Survey Response:
Excellent or Very Good

Feb 2011

May 2011

Sep 2011

Variation
vs
May 2011

1

General User Satisfaction

57%

62%

65%

4.8%

2

Meeting User Expectations

58%

61%

66%

8.2%

3

Tool for Accessing Information

65%

71%

75%

5.6%

4

Presentation of Information

66%

61%

67%

9.8%

5

Offering Quality Information

69%

66%

74%

12.1%

6

Ease of Use

60%

72%

63%

-12.5%

-

Over 1/2 of all Portal respondents continue to indicate excellent and very good responses to all
six major survey categories

-

Less than 1/5 of all Portal respondents indicated poor or fair responses to all six major survey
categories

2

Q1 - How Would You Rate The FMCSA Portal In Terms Of
General Satisfaction?
Needs
Improvement
, 45

Poor , 28

Excellent ,
137

Average , 201

Very Good ,
374

Oct 2010

46% 48%

46%
42%

Feb 2011
May 2011
26% 27%

17%

29%

Sep 2011

26%

17%
15% 16%
11%
7%

5 - Excellent

4 - Very Good

3 - Average

6%

6%

2 - Needs Improvement

4%

5%

3%

4%

1 - Poor

3

Q2 - How Would You Rate The FMCSA Portal In Terms Of
Meeting Your Expectations?
Needs
Improvement
, 50

Poor , 28

Excellent ,
142

Average , 185

Very Good ,
380

46%
42%

45%

48%

Oct 2010

Feb 2011
May 2011
28%
26% 27%

17%

15% 16%

Sep 2011

24%

18%
11%
7%

5 - Excellent

4 - Very Good

3 - Average

7%

6%

2 - Needs Improvement

4%

5%

3%

4%

1 - Poor

4

Q3 - How Well Does The FMCSA Portal Compare To Your
Previous Way Of Getting And Using The Information You Need?
Needs
Improvement
, 35

Poor , 29

Average , 129

Excellent ,
290

Very Good ,
302

46%
42%
37%

Oct 2010

39% 38%

Feb 2011

32%

May 2011

26% 27%

Sep 2011
17%

19%
15%

16%

11%
7%

5 - Excellent

4 - Very Good

3 - Average

7%

4%

2 - Needs Improvement

4%

5%

4%

4%

1 - Poor

5

Q4 - How Would You Rate The FMCSA Portal In Terms Of How
Easy It Is To Use?
Needs
Improvement
, 55

Poor , 46
Excellent ,
191

Average , 189

Very Good ,
304

46%
42%

Oct 2010

39% 39%

Feb 2011

22%
17%

26% 27% 27%

24%

May 2011
24%

Sep 2011

15%

11%
7%

7%

7%
4%

5 - Excellent

4 - Very Good

3 - Average

2 - Needs Improvement

5%

4%

6%

1 - Poor

6

Q5 - How Would You Rate The FMCSA Portal In Terms Of How
The Information Is Presented?
Needs
Improvement
, 50

Poor , 16

Excellent ,
164

Average , 192

Very Good ,
363

46%

46%

Oct 2010

42% 43%

Feb 2011
May 2011
23%
17%

26% 27% 27%

24%

Sep 2011

21%

15%
11%
7%

5 - Excellent

4 - Very Good

3 - Average

5%

6%

2 - Needs Improvement

4%

5%

2%

2%

1 - Poor

7

Q6 - How Would You Rate The FMCSA Portal In Terms Of It
Offering The Information You Need?
Needs
Improvement
, 50

Poor , 15
Excellent ,
200

Average , 135

Very Good ,
385

48% 49%

46%

Oct 2010

42%

Feb 2011
May 2011
26% 27%

24% 25%

17%

Sep 2011
19%

15%

17%
11%
7%

5 - Excellent

4 - Very Good

3 - Average

6%

6%

2 - Needs Improvement

4%

5%

2%

2%

1 - Poor

8

Q7 & 8 - Comments Received During September 2011 Survey
► Success Stories
• Access to all the program and training
• Ability to do in-depth research
• Access to many programs using one password
• The ability to toggle between systems
• The portal is a one-stop-shop

► Room For Improvement
• Portal closing down after 15 minutes of inactive use
• Help desk needs some major attention from the motor carrier side

• Ability to search by telephone number and mailing address
• Have customer support available when the system is
malfunctioning
9

Q9 - Which Of The Following Services Have You Used During
This FMCSA Portal Session?
Type of Functionality

May 2011 Sep 2011 May 2011 Sep 2011

Variation
vs

May

#

#

%

%

Accessing MC Crash Data

237

325

6%

11%

37.13%

Accessing Account Rights

69

99

2%

3%

43.48%

Accessing DataQs

212

282

5%

10%

33.02%

Accessing EMIS

102

146

2%

5%

43.14%

Accessing L&I

258

369

6%

13%

43.02%

Accessing MC Inspection Data
Accessing MCMIS

463
318

614
453

11%
8%

22%
16%

32.61%

Managing Access Rights

79

108

2%

4%

36.71%

Request an Account

107

142

3%

5%

32.71%

Selecting Carrier For Compliance Reviews

112

142

3%

5%

26.79%

Selecting Carrier For Safety Audits

119

159

3%

6%

33.61%

Total

2076

2839

2011

42.45%

Note: Total reflects incomplete questionnaires

10

Q10 - What Is Your Employment Status?

Status

May 2011 Sep 2011 Feb 2011 Sep 2011

Variation
vs

#

#

%

%

3

4

0%

0%

33.33%

FMCSA

119

145

9%

17%

21.85%

MC with 101 or More Vehicles

59

85

4%

10%

44.07%

MC with 11-100 Vehicles

94

96

7%

11%

2.13%

MC with 2-10 Vehicles

13

24

1%

3%

84.62%

Other
Other State Agency

47
56

48
84

4%
4%

6%
10%

2.13%
50.00%

Owner/Operator

9

4

1%

0%

-55.56%

Shipper

7

12

1%

1%

71.43%

State Dept. of MVs

48

64

4%

8%

33.33%

State Police Highway Patrol

202

282

15%

33%

39.60%

Total

657

848

Cargo Tank Facility

May 2011

29.07%

Note: Total reflects incomplete questionnaires

11