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April 16, 2026
First four months of survey results report high marks for fast, friendly customer service
LANSING, Mich. – Since launching a new customer satisfaction survey tool in December, 91% of survey respondents reported they were “satisfied” or “highly satisfied” with their visit to a Secretary of State branch office. Customers reported their overall satisfaction with their experience was 4.58 on a 5-point scale.
“Since 2019, our department has transformed the customer service experience for Michiganders,” Secretary of State Jocelyn Benson said. “Today, most transactions don’t require an office visit but over 91% of those who do need to come see us in person are in and out within 20 minutes or less. This new survey tool now gives us hard data showing our hard work has paid off while helping us fine tune areas that still need improvement. I’m inspired by every member of our team who has helped us build a more modern, service-driven, and customer-focused model of state government. We will never stop working to make our services better and more convenient for the people of Michigan.”
Under a statewide contract, the Michigan Department of State (MDOS) is partnering with software company Qualtrics to create and distribute customer surveys and to analyze the results. MDOS launched customer service satisfaction surveys for people visiting branch offices in mid-December. Surveys are sent by text or email after a customer completes their visit.
From mid-December to mid-April, more than 137,000 customers completed a survey following their branch office visit. The reported results have been higher than the department’s benchmark goals in several key metrics:
| Key metric | MDOS goal | Customer survey results |
|---|---|---|
| Overall satisfaction on 5-point scale |
4.5 or higher | 4.58 |
| “Satisfied” or “very satisfied” with branch visit | 90% or higher | 91% |
| “Satisfied” or “very satisfied” with clerk friendliness |
90% or higher | 94% |
| Able to complete all transactions during visit | 90% or higher | 93% |
MDOS also measures the frequency of words used by customers in their survey comments. The top three words in the first four months of survey collection are:
The Michigan Bureau of Elections (BOE) has started using Qualtrics to solicit feedback from county and municipal clerks on training evaluations and training needs, and to collect planning data.
In the next several months, MDOS plans to launch customer satisfaction surveys for the department’s online services and customer call center. The survey information will help MDOS further strengthen the quality, speed, and accessibility of services.
To schedule an office visit, conduct an online transaction, locate the nearest self-service station, or learn more about MDOS services, visit Michigan.gov/SOS.
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