You might think customers grumble when they drive their car into one of DEQ’s vehicle inspection stations – it’s time out of their day, after all, and it costs money. But think again. Over the past three months, surveys show a stunning 98.8 percent customer satisfaction with the Vehicle Inspection Program.
That’s an all-time high for the program, and one that would be the envy of any governmental or private organization.
As one driver wrote on the survey card: “Friendly. Upbeat…went smoothly and efficiently.” That was after giving the station all 5s – the highest rating.
VIP stations and staff – located in the Portland metro area and Medford – have endured some challenging months recently, with the COID-19 pandemic presenting logistical issues, along with wildfire smoke and record-setting heat waves. Through it all, however, the program has only improved its ratings with customers.
“I could not be more impressed by our team’s ability to achieve our highest-ever customer satisfaction rating,” said VIP Manager Mike Skorupka. “Credit is due to our inspectors and station managers who so reliably and professionally deliver testing services to over half a million customers every year.”
Skorupka also credited staff at the Portland-based Technical Center and DEQ’s Central Services Division. “Without their great ‘behind the scenes’ work on so many improvement initiatives, this result would not be possible,” he said.
-Harry Esteve, communications manager