Your Voice Matters: TDLR Customer Satisfaction Survey Results

In April 2016, we surveyed our customers to find out how we are doing. 11,155 people responded to the survey.

TDLR Customer Service Contact Center

5,028 survey respondents said they contacted TDLR’s contact center in the last two years.

Statement Agree Disagree Neutral
I know how to contact TDLR's toll-free phone number.
72%
12%
17%
My call is answered by a TDLR Employee.
68%
11%
20%
TDLR Employees identify themselves by name.
72%
8%
20%
I am treated in a friendly and courteous manner.
74%
10%
16%
TDLR employees are knowledgeable about my program.
66%
17%
17%
TDLR responded to my call in a timely manner.
61%
19%
19%
I am satisfied with the resolution I received .
65%
18%
17%
If my question is not answered, I am transferred to the right department.
57%
16%
27%
When I have emailed Customer Service, I have received a prompt response.
47%
14%
40%
When I have emailed Customer Service, I am satisfied with the response I received.
47%
14%
40%

 

TDLR Website

9,793 survey respondents said they accessed TDLR's website in the last two years.

Statement Agree Disagree Neutral
The TDLR website is easy to use.
66%
17%
17%
I am able to find information I need about my license program on the website.
74%
13%
12%
I am able to find information I need about TDLR on the website.
73%
12%
15%
I am able to find contact information for different departments on the website.
66%
11%
24%

 

Reporting a complaint online about a licensee or unlicensed activity

743 survey respondents said they reported a complaint online about a licensee or unlicensed activity in the last two years.

Statement Agree Disagree Neutral
It was easy to use the TDLR website to report my complaint.
51%
27%
21%
My complaint was handled in a timely manner.
32%
44%
24%
I am satisfied with the outcome of my complaint.
25%
50%
25%

 

Accessing TDLR's website to report a complaint about TDLR

282 survey respondents said they accessed TDLR's website to report a complaint about TDLR in the last two years.

Statement Agree Disagree Neutral
It was easy to find the information to report a complaint about TDLR on the TDLR website.
37%
40%
23%
My complaint was handled in a timely manner.
29%
50%
21%
I am satisfied with the outcome of my complaint.
24%
58%
18%

 

Contacting TDLR by mail

1,515 survey respondents said they contacted TDLR by mail in the last two years.

Statement Agree Disagree Neutral
TDLR responded to my letter in a timely manner.
63%
18%
19%
I am satisfied with the service I received when I contacted TDLR by mail.
66%
17%
17%

 

Contacting TDLR on Facebook

220 survey respondents said they contacted TDLR on Facebook in the last two years.

Statement Agree Disagree Neutral
TDLR responded to my Facebook post in a timely manner.
57%
19%
24%
I am satisfied with the response I received when I contacted TDLR on Facebook.
57%
16%
27%

 

TDLR headquarters in Austin

657 survey respondents said they contacted TDLR in person at TDLR headquarters in Austin in the last two years.

Statement Agree Disagree Neutral
TDLR responded to my in person request in a timely manner.
71%
11%
18%
I am satisfied with the service I received when I visited TDLR in person.
68%
10%
22%

 

TDLR information by mail

5,635 survey respondents said they received program information by mail in the last two years.

Statement Agree Disagree Neutral
I am satisfied with the information I received from TDLR by mail notifications.
78%
6%
16%

 

TDLR information by email

8,420 survey respondents said they received program information by email in the last two years.

Statement Agree Disagree Neutral
I am satisfied with the information I received from TDLR by email notifications.
79%
7%
14%