Project: Private Motorists Survey 2003

Reference: PM03

Last update: 30/03/2006 15:27:37

Objectives

To measure customer satisfaction with DVO Group services.
To understand attitudes towards and the impact of DVO Group services on road safety, vehicle and driver crime, and the environment.
To identify ways to improve DVO Group services.
To test new service propositions.

Description

Face-to-face survey of 816 car/light van drivers and 269 motorcyclists across Great Britain.

Contractor(s)

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: £110,000.00

Actual start date: 03 April 2003

Actual completion date: 30 September 2003

Publication(s)

Private Motorists Survey 2003
Author: MORI
Publication date: 30/09/2003
Source: Published on the VOSA website
More information: http://www.vosa.gov.uk/vosacorp/contactus/customerfeedback/customersatisfactionsurveys.htm

Summary of results

  1. - Private Motorist - overall satisfaction with motoring agencies is 68% (61% Drivers and 57% Motorcyclists)
    - The DVLA is much better known than the other government motoring Agencies, though all are well regarded and their services are highly rated among those who know or use them
    - Telephone is the preferred means of contact for government services, though Internet is popular
    - Between 42% and 55% claim to have exceeded the speed limit on main roads and motorways in the past 12 months
    - The main reasons the government requires people to buy tax discs are seen to be to pay for road improvements and to raise money generally
    - 6% of drivers and 10% of motorcyclists say they have driven without a valid tax disc in the last 12 months
    - This compares with 1% of drivers and 2% of motorcyclists who say they have driven without insurance and 3% of each group claim to have driven while over the alcohol limit
    - Significant proportions of the motoring population do not know what being the 'registered vehicle keeper' means, particularly motorcyclists
    - The main reason it is believed the government requires vehicles to have MOTs is making sure vehicles are safe (90%+). The majority also cite protecting the environment. Fewer cite allowing you to buy road tax, tracing stolen vehicles and raising money generally
    - Half of all drivers and motorcyclists would want to read government guidelines for people helping others to learn to drive
    - 40% of drivers would find it useful to have a single website for all issues relating to car drivers and motorcyclists