Project: Operators Survey 2004

Reference: OP04

Last update: 26/09/2005 11:56:52


To measure customer satisfaction with operator licensing, vehicle testing and enforcement.
To understand key drivers of satisfaction with these services.
To identify areas of service delivery that require improvement.
To test reactions to new services.


Annual survey of 700 commercial operators of Heavy Goods Vehicles (HGV) and Public Service Vehicles (PSV).


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: £59,000.00

Actual start date: 01 May 2004

Actual completion date: 31 October 2004


Operators Survey 2004 - Final Report
Author: MORI
Publication date: 01/11/2004
Source: VOSA website
More information:

Summary of results

  1. . Operators tend to be satisfied with all the services provided by VOSA and positive about a number of initiatives that have been taken or are going to take place in the future.
    . A greater proportion are 'very satisfied' with vehicle testing and operator licensing (39% and 37% respectively) than enforcement (21%).
    . Operators are positive towards enforcement initiatives, especially ANPR and VOSA Powers to Stop (87% and 85% respectively of those aware of these initiatives).
    . Trade press and associations are the most important information sources, with around a third of Operators claiming these are very important (34% and 33% respectively).
    . There is high accessibility to the internet among operators, and online information has become more important to them since 2003. The number of those who do not use online communication, administration and transaction services has fallen by 13 percentage points since 2003 (41% in 2004 vs. 54% in 2003)
    . Over half of all operators (54%) are favourable towards a shift to electronic records.