Last update: 21 May 2014
The SSDL Group's Customer Research Programme is managed by the SSDL Customer Insight Unit (CIU), which is the centre of excellence for all customer research conducted across the SSDL Group. The programme is implemented and actioned by the SSDL Customer Insight Group whose members include the SSDL Customer Directors and the Customer Champions from the SSDL agencies (DVLA, DSA and VOSA). There are three broad types of SSDL customer research: (i) Customer satisfaction surveys (ii) Strategic programme/project or policy (iii) Agency-specific customer research.
In addition to the cross-agency SSDL research programme, each SSDL agency conducts research in areas of specific relevance to its own customer groups. Publicly available research can be accessed on the agencies' websites and includes: DVLA Customer Satisfaction Surveys available at Driver and Vehicle Licensing Agency (DVLA); DSA Candidate Satisfaction Surveys available at Driving Standards Agency (DSA); MOT Garages Surveys, MOT Customer Surveys, and Drivers, Fitters and Presenters Surveys, all available at Vehicle and Operator Services Agency (VOSA).
The overall objectives of these surveys are to track customer satisfaction year-on-year and to identify key areas for improvement and management attention. The surveys also enable SSDL to gauge customers' reactions to new services and initiatives.
The overall objective of this research is to support specific SSDL strategic programmes and projects, as well as current and new policy initiatives. The findings of the research feed directly into the design and development of customer services.