Project: Learners Survey 2003

Reference: LE03

Last update: 30/03/2006 14:55:48


- To measure customer satisfaction with DVO Group Service contact points, including applying for licences, booking and taking tests

- To understand attitudes associated with:
Learning to drive/ride
Safe driving/riding
Improving the process of learning to drive/ride
Explore new service propositions


- Telephone interviews with 959 car/light van drivers and 80 motorcyclists

- Fieldwork dates 15 July - 8 August 2003


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: £60,000.00

Actual start date: 01 April 2003

Actual completion date: 01 September 2003


Leaners Survey 2003
Author: MORI
Publication date: 23/09/2006
Source: Published on the DSA website
More information:

Summary of results

  1. - Learners are most commonly learning to drive a car or ride a motorcycle to increase their mobility or their sense of independence
    - The majority find the process of learning to drive or ride easy, and the majority of those who have already taken a test thought it fair
    - Half of all learner car drivers think the cost of learning to drive is unreasonable. Learner motorcyclists think the costs are more reasonable
    - Levels of dissatisfaction with government motoring agencies overall, and with DVO agencies specifically, are very low. Overall satisfaction among learners is very similar to that among private motorists with full licences (61% & 68% respectively)
    - The most commonly cited reasons for dissatisfaction with DVO interactions involve finding the service too slow
    - Learners get most information about the processes involved in learning to drive or ride from family or friends. There is little use of institutional information apart from that provided at the Post Office (including a small amount from the PO website)
    - Use of the internet for making applications or bookings (but not for finding information) is high, and most respondents are favourable towards making further use of it with regard to motoring
    - A significant minority are apparently unaware of the conditions of the probationary period (drivers who accumulate 6 or more penetly points within 2 years of passing a test will have their licence automatically withdrawn). Just over half of car learners support the extension of the period
    - Motorcyclists have a markedly different experience of learning to drive than car drivers. They are less likely to have an approved instructor, are more likely to make applications and bookings themselves and to pay for themselves. Perhaps this is why they find arranging the learning process easier overall