Last update: 10/02/2009 14:37:21
To gain a deeper understanding of why commercial customers contact the various Executive Agencies within the SSDL Group by telephone as opposed to using other channels.
- To understand the reletive levels of customers'commitment to the telephone as a preferred channel.
- To establish if there is a basis for a useful segmentation of commercial customers by levels of commitment to using the telephone channel in preference to other channels.
- To identify what triggers would encourage a switch away from the telephone and what would be the prefered alternative channels.
Stage 1 - Quantitative telephone interviews with commercial business individuals who has used the telephone call centres for DVLA, VOSA or DSA within the past two months
Stage 2 Qualitative depth interviews or mini- groups
Derek Carpenter & Simpson Carpenter Ltd
Tuition House, 27-37 St George's Road, London, SW19 4EU
020 8971 0800
Cost to the Department: £45,040.00
Actual start date: 08 November 2007
Actual completion date: 10 March 2008