Project: Operators Survey 2006/07

Reference: OP06

Last update: 08/01/2007 13:00:35


- To track customer satisfaction since 2005

- To identify and prioritise areas for management attention

- To test new service propositions or policy initiatives


- Tracking Customer Satisfaction

- Telephone Survey to take place during October 2006


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: £58,000.00

Actual start date: 31 August 2006

Actual completion date: 31 October 2006

Summary of results

  1. Using the comparison with the 2005 survey results:

    - Overall satisfaction with Operator Licensing remains at 91%
    - Overall satisfaction with Vehicle Testing is up slightly from 77% in 2005 to 78%
    - Overall Satisfaction with Enforcement is up slightly from 73% in 2005 to 74%

    The report also contains information on usage and satisfaction with detailed aspects of the operator licensing, vehicle testing and enforcement processes and an analysis of the key drivers of satisfaction for DVO Group services amongst lorry, bus and coach operators.