New Mexico MVD Implements New Qmatic System to Improve Customer Satisfaction
Governor Susana Martinez with the New Mexico Motor Vehicle Department signs with Qmatic to implement a statewide customer experience management solution for its 33 field offices and 38 municipal offices to reduce customer wait times times and improve customer service and the customer experience.
- (1888PressRelease) July 25, 2013 - DULUTH, GA - New Mexico Governor, Susana Martinez, found help facing MVD customer service issues and revolutionizing its field offices statewide by implementing a new Qmatic customer experience solution.
The deal, which overhauls all 33 field offices and 38 municipal offices over two phases, highlights the Governor's goal to implement a highly versatile system integrating technological advances and innovations to improve and streamline customer service.
One-of-a-kind customer feedback units provide real-time customer satisfaction data that allows management to immediately address issues directly with the customer. These Qmatic customer feedback units provide an outlet for customers to rank the quality of service they just received by selecting one of five buttons listing various levels of satisfaction. This feedback is instantly emailed and texted to management allowing them to address unsatisfactory scores before the customer leaves the premises.
"I am thrilled that this cutting-edge system has been implemented as a model of customer service across all industries," said Governor Martinez. "This will provide immediate feedback from customers, good or bad, and will serve as an important management tool to improve overall customer service and operational efficiencies."
By analyzing this and additional statistical data tracked by the Qmatic system - such as real and estimated wait times, transaction times and workstation performance - the MVD can now base operational improvements on tangible information. They not only know where improvement is needed but also why.
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