Secretary of State offices served 91% of customers within 20 minutes for 3rd consecutive year, even with 219% increase in REAL ID traffic over 2024

LANSING, Mich. – Today, the Michigan Department of State (MDOS) released a 2025 data report showing the continued transformation of customer service operations under the leadership of Secretary Jocelyn Benson. MDOS delivers government service that works for Michiganders with fast service, more accessible options, and modern technology.    

 

The full report is available online.

 

Fast service and REAL ID  

In 2025, MDOS staff served 91% of visitors to Secretary of State branch offices within 20 minutes or less, even as the federal REAL ID deadline prompted a surge of in-person office visits statewide. It was the third straight year that at least 91% of Michiganders were served within 20 minutes of their scheduled time.  

 

MDOS branch office staff completed more than 460,000 REAL ID transactions for Michiganders last year, an increase of 219% over 2024 and 17 times higher than 2021. In the 12 weeks around the May 7, 2025, federal deadline, MDOS employees issued over 200,000 new or upgraded REAL IDs. By the end of 2025, more than 6.6 million of the state’s 8.3 million driver’s licenses and state IDs were REAL IDs, a compliance rate of 79.4%.   

 

Kent County led the state with the highest percentage of REAL IDs at 90%, followed by Oakland County (88.3%), Macomb County (88%), Ottawa County (87%), and Kalamazoo County (86.4%).  

 

High customer satisfaction  

While other states struggled with long lines and frustrated customers related to increased REAL ID demand, Michiganders continued to give their office experience a high rating on Google reviews, averaging 3.97 stars out of five for 2025. Last year was the fifth consecutive year branch offices were rated an average above or near four stars. For comparison, in 2018, Michiganders rated branch office service at just 2.66 stars out of five and, in 2019, rated service at 2.22.  

 

 

Self-service stations and non-office transactions

In 2025, Michiganders set a record for transactions conducted at self-service stations in communities around the state. Customers completed more than 1.8 million self-service transactions, including vehicle registration renewals, driver’s license/state ID renewals, and driver’s license/ID replacements – up 22% from 2022. Last year was the first year Michiganders conducted more transactions at self-service stations than by mail. 

 

Over half (55%) of all MDOS transactions in 2025 were completed outside of branch offices – at self-service stations, online, or by mail – about double the rate of 2019.

 

Vehicle registration

As of December 2025, Michiganders had registered 7,975,701 vehicles (including passenger vehicles, trucks and buses used non-commercially and commercially).

 

Watercraft

In 2025, Michigan residents had 758,532 registered watercrafts – about one watercraft for every 13 people. Leelanau County is the top county for watercraft registration with 303 watercrafts per 1,000 county residents followed by Mackinac County (289), Roscommon County (271), Antrim County (271), and Alger County (267). 

 

Snowmobiles

Michiganders owned 123,150 registered snowmobiles in 2025 – roughly one for every 82 state residents. Mackinac County was the snowmobile capital of Michigan with a registration rate of 131 per 1,000 county residents followed by Ontonagon County (107), Alger County (97), Luce County (90), and Schoolcraft County (74). 

 

Motorcycles

Michigan residents had 237,888 registered motorcycles in 2025 – about one for every 43 Michiganders. Lake County led the state with 48 registered motorcycles per 1,000 residents followed by Ogemaw County (47), Montmorency County (46), Kalkaska County (46), and Alcona County (45).  

 

To schedule an office visit, conduct an online transaction, locate the nearest self-service station, or learn more about MDOS services, visit Michigan.gov/SOS.