NHTSA's Consumer Complaint Database

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Jan 27, 2011 - United States; it may be used or reprinted without permission ... Internet. ➢“VOQ”. ➢ Filed 1st p
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

1

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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