Project: DVLA Customer Enquiry Group Channel Choice

Reference: CEGCC08

Last update: 27/01/2009 16:33:59


- To gain a deeper understanding of the reasons why customers call

- To understand the reletive levels of customers' commitment to the telephone as a preferred channel of communication

- To identify what triggers would encourage a swith away from the telephone and what would be the prefered alternative


Qualitative and quantitative research project commissioned to identify effective ways to reduce call volumes at CEG with a view to develop guidance that can be applied across SSDL Group.


222 Gray's Inn Road, London, WC1X 8HB
020 7160 5500

Contract details

Cost to the Department: £51,500.00

Actual start date: 28 June 2007

Actual completion date: 28 January 2008

Summary of results

  1. - The choice of channels is valued
    - All have access to multiple channels & most vary according to situation
    - While all choose a favourite (most often) channel this is regularly not used if something is urgent or complicated. Routine vs occasional.
    - Doesn't seem to be a group of people who prefer to use the telephone - many have had bed experiences with call centres in the past & will avoid where possible