NHTSA’s Consumer Complaint DatabaseNHTSA’s Consumer Complaint Database 2011 SAE...
Transcript of NHTSA’s Consumer Complaint DatabaseNHTSA’s Consumer Complaint Database 2011 SAE...
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NHTSA’s Consumer Complaint DatabaseNHTSA’s Consumer Complaint Database
2011 SAE Government/Industry Meeting2011 SAE Government/Industry Meeting
Presented By:
January January 27, 27, 20112011
Presented By:
Gregory E MagnoN ti l Hi h T ffi S f t Ad i i t ti National Highway Traffic Safety Administration
(NHTSA) Office Of Defects Investigation (ODI)
This is a work of the U.S. Government and is not subject to copyright in the United States; it may be used or reprinted without permission
This is a work of the U.S. Government and is not subject to copyright in the United States; it may be used or reprinted without permission
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Presentation ObjectivePresentation Objective
Overview of NHTSA’s Complaint Overview of NHTSA s Complaint Database
U / I tUses / Importance
TrafficTraffic
Introduce the “Portable” Complaint
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“VOQ”: Vehicle Owners QuestionnaireVOQ : Vehicle Owners Questionnaire
What
When / How
WhoWho
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VOQ Background
Consumers file their own VOQ with NHTSANHTSA
Each is read at least once by an ODI yscreener
2/3 filed within a month of the incident2/3 filed within a month of the incident
Primarily used for defect screening and y ginvestigations“Unreasonable safety risk”
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the United States; it may be used or reprinted without permission
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Consumer Complaint Origins (CY05-10)p g ( )
Internet “VOQ” Filed 1st person www.safercar.gov 70% of total volume
Filed 1st personOMB Form1% of total volume
A t S f t H tli C L tt Auto Safety Hotline Filed w/ operator 1.888.327.4236
Consumer LettersFiled 1st personMapped into VOQ
d t b 25% of total volume database4% of total volume
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Where Do Complaints Go?
ARTEMIS 476k VOQ i d t b ~476k VOQs in database
since 2000
Relational & image dataRelational & image data
Search VOQs & office historyy
Receive / store EWR data
Underpins Safercar govUnderpins Safercar.gov
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Complaint Data
ODI’s most important field dataPrompts most new defect investigationsPrompts most new defect investigationsSupports existing investigationsAssess safety recall effectiveness
NHTSA also uses complaints to:Target compliance testingTarget compliance testingSupport research & rulemaking activity
Valuable consumer information toolValuable consumer information tool
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Caveats for Reviewing Complaints
Complaint volume at face value not necessarily an indicator of a safety necessarily an indicator of a safety issue
Wh i t f ll Where appropriate, follow-up interviews improve understanding of complaintscomplaints
Most component codes assigned by the public
Component Code ≠ Condition
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p
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US Vehicles: 257 Million
Complaint TrafficComplaint Traffic
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Total Complaints Received Annually
70,000
(CY00 – 10) CY10:~66k
50,000
60,000
CY05 09
30,000
40,000CY05-09 Avg: 36 k
10,000
20,000
0
10,000
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
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Calendar Year
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the United States; it may be used or reprinted without permission
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Total Complaints Received Monthly (CY05 10)(CY05 – 10)
10,000
12,000
8,000
10,000
CY09 Monthly Avg: ~ 3,200
4,000
6,000g ,
0
2,000
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2 2 2 2 2 2
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Complaints (by Type) Received Monthly(CY05 10) Peak: ~9 000
4 000
4,500
5,000(CY05 – 10) Peak: 9,000
3,000
3,500
4,000
2,000
2,500 Internet
500
1,000
1,500
Hotline
L ttPaper VOQs Portable
0
500
05
-Ja
n
05
-Ma
y
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-Se
p
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-Ma
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Letters
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Vehicle Age at Complaint (CY05 – 10)
14%
16%Crashes
VOQ: 73%
Crash: 77%
Fire: 50%VOQ: 20%
10%
12%
14%
VOQ
Fire: 50%Crash: 17%
Fire: 34%VOQ: 5%
Crash: 5%
Fire: 15%
6%
8%Fires
VOQs
2%
4%
0%
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
Vehicle Age at Complaint (Years)
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Portable VOQ “SVOQ” (Background)
Pilot project Vehicle- only L i ill b li d Learning will be applied across process
Goal: minimize internet “abandonment rate”
Contains fewer data elements
Secure pdf filled out at complainant’s leisureSecure pdf filled out at complainant s leisure
Numbers rising>1,000 received to-date~10% of CY11 traffic YTD
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Portable VOQ “SVOQ” (Process)
Fill in contact info
Confirmation e-mail
Visit us: http://www.safercar.gov/
will be sent w/ link
After confirmation link
Go to complaint section:
visited, form sent
Follow form i t ti
Select Portable instructions:Form:
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Conclusions
Consumer complaints are one of NHTSA’s t i t t f fi ld d tmost important source of field data
Complaint volume increased dramatically last year
Maintaining high complaint traffic is a Maintaining high complaint traffic is a NHTSA priorityContinued outreach effortsEnhancements to the complaint process
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Questions?
Contact InformationInternet:
http://www.safercar.gov/
Auto Safety Hotline1.888.327.4236
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1 7This is a work of the U.S. Government and is not subject to copyright in the
United States; it may be used or reprinted without permissionThis is a work of the U.S. Government and is not subject to copyright in
the United States; it may be used or reprinted without permission