Project: Commercial Customer Channel Choice Qualitative Study

Reference: CCCC08

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

Contract details

Cost to the Department: £45,040.00

Actual start date: 08 November 2007

Actual completion date: 10 March 2008

Summary of results

  1. - Most calls have been made from a work-based land line, DSA showing the most variability with nearly half the calls made from home

    - DVLA and VOSA customers consistently use work land lines for most of their calls, DSA more likely to vary between work/home

    - Reasons for call vary significantly between agencies, with DVLA customers most likely to progress chasing

    - DSA customer calls are the most frequent, just under half calling on this subject once a week or more