Project: Operators Survey 2003

Reference: OP03

Last update: 12/04/2006 14:45:19

Objectives

To set a benchmark for satisfaction across DVO and for VI / TAN service areas, in the run-up to the formal introduction of VOSA (Vehicle Operator Services Agency)
To understand the key drivers of satisfaction (and so understand where resources can be allocated for maximum effect)
To identify key areas of service delivery improvement for management attention
To test top-level reaction to new initiatives

Description

MORI interviewed a representative sample of 701 HGV and PSV operators by telephone between 27 February and 14 March 2003.

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: £65,000.00

Actual start date: 01 January 2003

Actual completion date: 30 April 2003

Publication(s)

Operators Survey 2003
Author: MORI
Publication date: 30/04/2003
Source: VOSA Website
More information: http://www.vosa.gov.uk/vosacorp/contactus/customerfeedback/customersatisfactionsurveys.htm

Summary of results

  1. - Overall satisfaction among Operators with regards to Operator Licencing is 78%
    - Overall satisfaction among Operators with regards to Vehicle Testing is 73%
    - Overall satisfaction among Operators with regards to obtaining Tax Discs is 74%
    - The key drivers of satisfaction with vehicle testing are: lead times for booking tests; knowledgable testing staff, applying comman sense; opening hours reflecting business needs; and the location of test stations
    - The key drivers of satisfaction with operator licensing are: speedy issue of operator licenses; local personal contacts; prior consultation on proposed new operator rules and laws; knowledgable staff; accurate personal details on documentation