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Editorial: MVD plan enough to put a smile on your face

The New Mexico Motor Vehicle Division is installing “smiley face” buttons in its 33 state-run branches to monitor customer service.

There’s a joke in there.

But Gov. Susana Martinez has made it clear customer dissatisfaction is no laughing matter. Her administration is replicating a program statewide that cut average wait times at the Carlsbad MVD from 90-plus minutes to around three minutes.

The program allows customers to give feedback the moment they hit a clerk’s window, pressing the “smiley face” or “dissatisfaction” buttons. In the first case good customer service will be recognized; in the second an on-call manager will get an immediate email to resolve any issues.

The program got its test run in Albuquerque, Santa Fe and Carlsbad, where it slashed the state’s longest MVD wait times.


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It’s impressive that the state is working to make one of its primary contact points with New Mexico residents a positive experience.

And when all residents can get through state-run MVD offices quicker than many Albuquerque signals at rush hour, there will be something to smile about.

This editorial first appeared in the Albuquerque Journal. It was written by members of the editorial board and is unsigned as it represents the opinion of the newspaper rather than the writers.