Project: Private Motorists Survey 2006/07

Reference: PM06

Last update: 08/01/2007 13:01:26

Objectives

- To track changes in customer satisfaction since 2005

- To identify and prioritise areas for management attention

- To test new service propositions or policy initiatives

Description

- Tracking customer satisfaction

- Telephone Survey to take place during September 2006

Contractor(s)

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

Contract details

Cost to the Department: £59,000.00

Actual start date: 01 July 2006

Actual completion date: 30 November 2006

Summary of results

  1. Using the comparison with the 2005 survey results:
    - Overall Satisfaction with the quality of service from the Department for Transport agencies now 84% (was 83% in 2005)
    - Satisfaction with the quality of service when contacting DVLA about vehicle registration certificates remained the same at 86%
    - Overall satisfaction with the quality of service when purchasing road tax slightly up to 94% from 92% in 2005
    - Satisfaction with the quality of service received when the vehicle was taken for an MOT Test is slightly up to 94% from 92%
    - Satisfaction with the quality of service received when contacting DVLA about driver licences has decreased to 84% from 88% in 2005.

    The report also contains information on usage and satisfaction with detailed aspects of the DVO Group service processes and an analysis of the key drivers of satisfaction for amongst private motorists.