Project: Learners Survey 2005

Reference: LE05

Last update: 29/03/2006 10:33:06


- To measure customer satisfaction with DVO Group services, including applying for provisional licences, and booking and taking driving tests

- To identify ways to improve the process of learning to drive a car/ride a motorcycle


- Telephone interviews were undertaken with 1,453 current or recent learner drivers or motorcyclists

- Fieldwork took place from 5th September to 21st November 2005. A 79% response rate was achieved with the survey


ORC International
Angel Corner House, 1 Islington High Street, London, N1 9AH
020 7675 1000

Contract details

Cost to the Department: £73,000.00

Actual start date: 01 June 2005

Actual completion date: 15 November 2005


DVO Learners Survey 2005
Author: ORC International
Publication date: 09/03/2006
Published on the DSA website
Source: DVO Group
More information:

Summary of results

  1. . A high proportion of learners (90%) continue to be satisfied with their overall experience of learning to drive

    . 92% of learners were satisfied with the overall service from DSA. Nearly two in five learners stated that the service provided by DSA exceeded their expectations

    . Overall satisfaction with booking both the practical and theory test has increased from 2004, continuing the upward trend from 2003. Satisfaction with booking the practical test has increased from 70% in 2004 to 92% in 2005 and booking the theory test from 84% in 2004 to 95% in 2005

    . High levels of satisfaction were recorded with the actual theory test overall (94%), although learners were less satisfied with the hazard perception test specifically (76%)

    . The majority of learners were satisfied with the fairness of their most recent test (84%) and the attitude of their examiner (84%)

    . Learners' actual waiting time for their practical test did not fully meet their expectations. This is reinforced by a high proportion of learners being dissatisfied with the length of time they waited for their most recent practical test (34%)