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
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
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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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
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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the United States; it may be used or reprinted without permission
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
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
20
05
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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
05
-Se
p
06
-Ja
n
06
-Ma
y
06
-Se
p
07
-Ja
n
07
-Ma
y
07
-Se
p
08
-Ja
n
08
-Ma
y
08
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p
09
-Ja
n
09
-Ma
y
09
-Se
p
10
-Ja
n
10
-Ma
y
10
-Se
p
Letters
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20
0
20
0
20
0
20
0
20
0
20
0
20
0
20
0
20
0
20
0
20
0
20
0
20
0
20
0
20
0
20
1
20
1
20
1
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the United States; it may be used or reprinted without permission
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
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
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