Customer Service Research
Customer Satisfaction with DNR Licensing and Sales

Overview

This investigation explores and measures customer satisfaction with the agency's current system of selling recreational licenses (hunting and fishing licenses). The study compares customer satisfaction with both private and agency outlets. It also examines customer reactions to different means of purchasing licenses (e.g., their interest in buying licenses on-line).

Methods

We are using a mix of mail surveys and focus groups for this investigation.

Status

We conducted a series of six focus groups with customers who frequent different types of licensing outlets. We surveyed 800 patron license holders who purchased their licenses at DNR services centers. We are currently preparing a survey of those who purchased licenses at non-DNR offices.

For more information in this topic please contact:
Ed Nelson (608)266-8910, or
Jordan Petchenik (608)266-8523