Project: Learners Survey 2004

Reference: LE04

Last update: 23/09/2005 16:40:12


To measure satisfaction with DVO Group services among those who had applied for a provisional driving licence in the past 12 months.
To understand attitudes to learning to drive and safe driving.
To identify ways to improve the process of learning to drive.
To explore reactions to new services.


Annual survey of 1000 learner drivers and motorcyclists.


MORI (Market and Opinion Research International Ltd)
MORI House, 79-81 Borough Road, London, SE1 1FY
+44 (0)20 7347 3000

Contract details

Cost to the Department: £61,000.00

Actual start date: 01 June 2004

Actual completion date: 31 October 2004


2004 Learner Drivers and Motorcycle Riders Survey - Final Report
Author: MORI
Publication date: 11/11/2004
Source: Published on DSA website
More information:

Summary of results

  1. . Overall satisfaction with the learning process is high. Learners are satisfied with DVO Group interactions, including applying for a provisional licence, booking and taking tests, and applying for a full licence. There is higher satisfaction with theory tests than practical tests.
    . The main reason for having a provisional licence among those who are not currently learning to drive is that they intend to use it to learn to drive in the future. The majority of the remainder use the provisional licence as a form of identification.
    . There is considerable interest in an online application for provisional licences, with over half of learners saying they would be very likely to use the facility if it were available.
    . Both theory and practical tests are mainly booked over the Internet or by phone. This relates to the growing awareness and usage of the Internet for accessing DVO services. The main reason for dissatisfaction with the telephone service for booking theory and practical tests is the length of time it takes to get through.
    . Efforts should be made to raise awareness of the theory test CD-Rom and mock examples on the DSA website as virtually all of those who have used these facilities have found them helpful.
    . The great majority of learner drivers are taught by an Approved Driving Instructor (ADI). Those taught by ADIs are more likely to be satisfied with the quality of service they have received from everyone while learning to drive.
    . Using the Internet as a source of information about learning to drive and for making transactions increases overall satisfaction with the learning process. A growth in Internet take-up would therefore help to increase overall satisfaction.