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NHTSA’s Consumer Complaint Database 2011 SAE Government/Industry Meeting January 27, 2011 Presented By: Gregory E Magno N ti National l Highway Hi h Traffic T ffi S Safety f t Administration Ad i i t ti (NHTSA) Office Of Defects Investigation (ODI) isw ao wor the U.S. nment and subject to copyr ine ThThis isisa rkokfofthe U.S .GoGover vernm entand isnisotnotsub jecttoc op yrighight tinth the United States; it may used or reprinted without permission United States; it may be be used or reprinted without permission
Presentation Objective Overview of NHTSA NHTSA’s s Complaint Database U Uses / Importance I t Traffic Introduce the “Portable” Complaint
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“VOQ”: VOQ : Vehicle Owners Questionnaire What When / How
Who
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VOQ Background Consumers file their own VOQ with NHTSA Each is read at least once by y an ODI screener 2/3 filed within a month of the incident Primarily y used for defect screening g and investigations “Unreasonable safety risk” isw ao work of the U.S. Government and iso not subject too copyright in ThThis isis a r k o f t h e U . S . G o v e r n m e n t a n d is n t s u b je c t t o c p y r ig h t in t h e the United States; it may be used or reprinted without permission United States; it may be used or reprinted without permission
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Consumer Complaint p Origins g ((CY05-10)) Internet Filed 1st person www.safercar.gov 70% of total volume
Auto A t S Safety f t H Hotline tli Filed w/ operator 1.888.327.4236 25% of total volume
“VOQ” Filed 1st person OMB Form 1% of total volume
C Consumer L Letters tt Filed 1st person Mapped into VOQ d t b database 4% of total volume
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Where Do Complaints Go? ARTEMIS ~476k 476k VOQs VOQ in i database d t b since 2000 Relational & image data Search VOQs & office history y Receive / store EWR data Underpins Safercar.gov Safercar gov
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Complaint Data ODI’s most important field data Prompts most new defect investigations Supports existing investigations Assess safety recall effectiveness
NHTSA also uses complaints to: Target compliance testing Support research & rulemaking activity
Valuable consumer information tool
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Caveats for Reviewing Complaints Complaint volume at face value not necessarily an indicator of a safety issue Where appropriate, Wh i t follow-up f ll interviews improve understanding of complaints Most component codes assigned by the public p Code ≠ Condition Component This a work U.S. Government is not subject to copyright in This is aiswork of of thethe U.S. Government andand is not subject to copyright in the the United States; it may used or reprinted without permission United States; it may be be used or reprinted without permission
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US Vehicles: 257 Million
Complaint Traffic Complaint Traffic
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Total Complaints Received Annually (CY00 – 10)
CY10: ~66k
70,000 60,000 50,000 CY05-09 CY05 09 Avg: 36 k
40,000 30,000 20,000 10,000 0 2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
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Total Complaints Received Monthly (CY05 – 10)
12,000 10,000 8,000
CY09 Monthly Avg: g ~ 3,200 ,
6,000 4,000 2,000
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2010-Oct
2010-Jul
2010-Apr 2
2010-Jan
2009-Oct
2009-Jul
2009-Apr 2
2009-Jan
2008-Oct
2008-Jul
2008-Apr 2
2008-Jan
2007-Oct
2007-Jul
2007-Apr 2
2007-Jan
2006-Oct
2006-Jul
2006-Apr 2
2006-Jan
2005-Oct
2005-Jul
2005-Apr 2
2005-Jan
0
Complaints (by Type) Received Monthly (CY05 – 10)
5,000
Peak: ~9 9,000 000
4,500 4 000 4,000 3,500 3,000 Internet
2,500 2,000 1,500 1,000 500
Hotline
Paper VOQs
Portable
L tt Letters
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201 10-Sep
201 10-May
201 10-Jan
200 09-Sep
200 09-May
200 09-Jan
200 08-Sep
200 08-May
200 08-Jan
200 07-Sep
200 07-May
200 07-Jan
200 06-Sep
200 06-May
200 06-Jan
200 05-Sep
200 05-May
200 05-Jan
0
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Vehicle Age at Complaint (CY05 – 10) 16% 14%
VOQ: 73% Crash: 77%
Crashes
VOQ: 20%
Fire: 50%
12% 10%
Crash: 17%
VOQ: 5%
Fire: 34%
Crash: 5% Fire: 15%
VOQ VOQs
8%
Fires
6% 4% 2% 0% 0
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2
3
4
5
6
7
8
9 10 11 12 13 14 15 16 17 18 19 20
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Portable VOQ “SVOQ” (Background) Pilot project Vehicle- only Learning L i will ill be b applied li d across process
Goal: minimize internet “abandonment rate” Contains fewer data elements Secure pdf filled out at complainant complainant’s s leisure Numbers rising >1,000 received to-date ~10% of CY11 traffic YTD This a work U.S. Government is not subject to copyright in This is aiswork of of thethe U.S. Government andand is not subject to copyright in the the United States; it may used or reprinted without permission United States; it may be be used or reprinted without permission
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Portable VOQ “SVOQ” (Process) Fill in contact info
Visit us: http://www.safercar.gov/
Go to complaint section:
Select Portable Form:
Confirmation e-mail will be sent w/ link After confirmation link visited, form sent Follow form i t instructions: ti
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Conclusions Consumer complaints are one of NHTSA’s mostt important i t t source off field fi ld d data t Complaint volume increased dramatically last year Maintaining high complaint traffic is a NHTSA priority Continued outreach efforts Enhancements to the complaint process
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Questions? Contact Information Internet: http://www.safercar.gov/
Auto Safety Hotline 1.888.327.4236 This a work U.S. Government is not subject to copyright in in the This is aiswork of of thethe U.S. Government andand is not subject to copyright the United States; it may used or reprinted without permission or reprinted without permission United States; it may be be used
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