In 2017, we received 20,000 survey responses giving the Governor feedback about Marylanders’ customer service experience with the state. Here are the results:
Overall Customer Satisfaction
| Agency | Overall Satisfaction | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 | Surveys Received |
| GOSBA | 97.19% | 100.00% | 95.77% | 100.00% | 98.11% | 399 |
| MEMA | 94.39% | 97.27% | 92.55% | 92.06% | 94.39% | 392 |
| Commerce | 94.05% | 90.16% | 95.00% | 93.85% | 96.83% | 281 |
| STAD | 93.33% | 100.00% | 94.12% | 83.33% | 100.00% | 30 |
| DOIT | 91.18% | 81.82% | 100.00% | 90.91% | 100.00% | 39 |
| MDOD | 90.48% | 91.67% | 85.71% | 87.50% | 100.00% | 42 |
| DNR | 90.30% | 91.27% | 90.07% | 90.48% | 88.81% | 1541 |
| MDP | 90.00% | 95.12% | 94.74% | 83.33% | 81.82% | 106 |
| DHCD | 89.80% | 93.33% | 93.15% | 83.33% | 86.05% | 248 |
| MEA | 88.37% | 84.21% | 84.00% | 92.59% | 93.33% | 87 |
| SOS | 87.33% | 85.71% | 84.95% | 91.58% | 87.14% | 365 |
| MDOA | 87.06% | 100.00% | 80.95% | 76.92% | 90.00% | 85 |
| GOPI | 86.73% | 78.87% | 92.54% | 92.31% | 100.00% | 181 |
| MDE | 86.03% | 86.12% | 86.49% | 83.08% | 88.64% | 1483 |
| MES | 85.45% | 76.47% | 90.63% | 86.67% | 80.00% | 168 |
| DLLR | 85.14% | 84.22% | 87.92% | 85.95% | 82.55% | 2538 |
| DJS | 84.58% | 86.11% | 87.66% | 74.26% | 87.80% | 518 |
| SDAT | 84.49% | 84.31% | 92.31% | 81.43% | 80.00% | 491 |
| MIEMSS | 84.07% | 76.92% | 97.22% | 72.00% | 92.31% | 113 |
| MDA | 83.67% | 80.22% | 82.54% | 86.21% | 90.91% | 248 |
| DBM | 82.95% | 80.80% | 86.81% | 82.95% | 81.93% | 481 |
| DGS | 82.89% | 80.56% | 81.33% | 80.39% | 89.23% | 285 |
| MLGCA | 81.99% | 83.20% | 80.23% | 75.90% | 89.55% | 361 |
| MSDE | 80.99% | 83.19% | 81.72% | 77.09% | 81.86% | 2152 |
| DHS | 78.22% | 80.06% | 75.95% | 76.88% | 80.41% | 2477 |
| MDVA | 77.88% | 70.00% | 85.71% | 70.59% | 81.82% | 106 |
| MHEC | 72.61% | 74.55% | 77.27% | 70.13% | 67.44% | 243 |
| MVA | 72.21% | 73.47% | 73.03% | 69.64% | 74.32% | 1454 |
| MDH | 72.11% | 64.46% | 72.66% | 75.69% | 77.46% | 1906 |
| MAA | 70.91% | 66.67% | 81.48% | 64.29% | 54.55% | 55 |
| DPSCS | 70.04% | 75.32% | 69.49% | 66.67% | 65.00% | 243 |
| MPA | 70.00% | 66.67% | 70.00% | 66.67% | 75.00% | 20 |
| MDOT | 69.01% | 61.22% | 73.85% | 66.30% | 70.98% | 817 |
| DMIL | 67.86% | 70.00% | 50.00% | 100.00% | 100.00% | 31 |
| SHA | 65.38% | 56.25% | 64.71% | 73.68% | 65.38% | 130 |
| MDTA | 50.00% | 41.67% | 43.75% | 46.67% | 69.23% | 56 |
| MTA | 38.05% | 58.82% | 21.43% | 37.50% | 42.86% | 116 |
Satisfaction Rates by Customer Service Attribute (in order of number of surveys received)
| Agency | Friendly and Courteous | Timely and Responsive | Accurate and Consistent | Accessible and Convenient | Truthful and Transparent | Surveys Received |
| DLLR | 87.26% | 85.70% | 84.50% | 85.02% | 85.26% | 2538 |
| DHS | 81.26% | 78.95% | 78.30% | 78.39% | 77.83% | 2477 |
| MSDE | 84.95% | 82.31% | 81.89% | 81.51% | 81.08% | 2152 |
| MDH | 75.76% | 73.71% | 72.72% | 72.72% | 72.22% | 1906 |
| DNR | 92.07% | 91.35% | 90.04% | 90.37% | 90.37% | 1541 |
| MDE | 87.87% | 87.12% | 85.21% | 85.55% | 85.69% | 1483 |
| MVA | 73.03% | 72.34% | 70.83% | 73.66% | 70.14% | 1454 |
| MDOT | 68.64% | 68.27% | 68.64% | 70.00% | 66.05% | 817 |
| DJS | 86.78% | 84.58% | 85.24% | 84.80% | 86.12% | 518 |
| SDAT | 86.16% | 85.95% | 83.65% | 84.70% | 82.39% | 491 |
| DBM | 85.01% | 81.65% | 83.46% | 82.17% | 84.50% | 481 |
| GOSBA | 97.70% | 96.93% | 96.42% | 94.37% | 96.93% | 399 |
| MEMA | 95.72% | 94.92% | 94.65% | 94.12% | 94.92% | 392 |
| SOS | 87.60% | 87.05% | 86.50% | 87.05% | 86.78% | 365 |
| MLGCA | 84.76% | 83.66% | 83.93% | 83.38% | 83.38% | 361 |
| DGS | 83.65% | 84.03% | 81.75% | 82.13% | 82.13% | 285 |
| Commerce | 95.17% | 94.42% | 93.68% | 94.42% | 93.68% | 281 |
| DHCD | 91.84% | 91.43% | 91.84% | 91.84% | 91.02% | 248 |
| MDA | 86.12% | 86.12% | 84.90% | 84.49% | 84.08% | 248 |
| MHEC | 77.59% | 74.27% | 71.37% | 72.20% | 73.44% | 243 |
| DPSCS | 76.21% | 73.57% | 71.37% | 71.37% | 72.25% | 243 |
| GOPI | 87.20% | 86.73% | 86.73% | 87.68% | 86.26% | 181 |
| MES | 85.45% | 84.85% | 84.85% | 83.64% | 84.85% | 168 |
| SHA | 73.08% | 63.85% | 61.54% | 67.69% | 63.08% | 130 |
| MTA | 48.67% | 44.25% | 41.59% | 48.67% | 40.71% | 116 |
| MIEMSS | 87.61% | 83.19% | 83.19% | 83.19% | 85.84% | 113 |
| MDP | 92.00% | 88.00% | 91.00% | 90.00% | 91.00% | 106 |
| MDVA | 84.62% | 79.81% | 76.92% | 79.81% | 79.81% | 106 |
| MEA | 91.86% | 83.72% | 86.05% | 84.88% | 86.05% | 87 |
| MDOA | 87.06% | 88.24% | 84.71% | 88.24% | 88.24% | 85 |
| MDTA | 57.14% | 53.57% | 51.79% | 55.36% | 46.43% | 56 |
| MAA | 70.91% | 67.27% | 67.27% | 69.09% | 65.45% | 55 |
| MDOD | 92.86% | 90.48% | 90.48% | 90.48% | 92.86% | 42 |
| DOIT | 91.18% | 91.18% | 91.18% | 91.18% | 88.24% | 39 |
| DMIL | 71.43% | 71.43% | 71.43% | 67.86% | 75.00% | 31 |
| STAD | 93.33% | 83.33% | 86.67% | 93.33% | 86.67% | 30 |
| MPA | 70.00% | 65.00% | 65.00% | 55.00% | 60.00% | 20 |
Agencies with less than 20 survey responses were removed from the list.
| Agency Acronym | Agency Name |
| Commerce | Department of Commerce |
| DBM | Department of Budget and Management |
| DGS | Department of General Services |
| DHCD | Department of Housing and Community Development |
| DHS | Department of Human Services |
| DJS | Department of Juvenile Services |
| DLLR | Department of Labor, Licensing, and Regulation |
| DMIL | Department of the Military |
| DNR | Department of Natural Resources |
| DOIT | Department of Information Technology |
| DPSCS | Department of Public Safety and Corrections |
| GOBO | Governor’s Office of the Business Ombudsman |
| GOC | Governor’s Office for Children |
| GOCCP | Governor’s Office of Crime Control and Prevention |
| GOPI | Governor’s Office of Performance Improvement |
| GOSBA | Governor’s Office of Small Business Affairs |
| MAA | Maryland Aviation Administration |
| MDA | Maryland Department of Agriculture |
| MDE | Maryland Department of the Environment |
| MDH | Maryland Department of Health |
| MDOA | Maryland Department of Aging |
| MDOD | Maryland Department of Disabilities |
| MDOT | Maryland Department of Transportation |
| MDP | Maryland Department of Planning |
| MDTA | Maryland Transportation Authority |
| MDVA | Maryland Department of Veterans Affairs |
| MEA | Maryland Energy Administration |
| MEMA | Maryland Emergency Management Agency |
| MES | Maryland Environmental Service |
| MHEC | Maryland Higher Education Commission |
| MIA | Maryland Insurance Administration |
| MIEMSS | Maryland Institute for Emergency Medical Services Systems |
| MLGCA | Maryland Lottery and Gaming Control Agency |
| MPA | Maryland Port Administration |
| MSDE | Maryland State Department of Education |
| MSP | Maryland State Police |
| MTA | Maryland Transit Administration |
| MVA | Motor Vehicle Administration |
| ODHH | Governor’s Office for the Deaf and Hard of Hearing |
| SDAT | State Department of Assessments and Taxation |
| SHA | State Highway Administration |
| SOS | Secretary of State |
| STAD | Maryland Stadium Authority |