This document reports in detail on the findings of a TNS-MRBI survey of the Department's business customers. The research was carried out in three parts- the other two phases related to members of the general public and customers of the Department's Driver Testing Service.
The document is available in both Word and Pdf formats.
Executive Summary of Results
Method of Contact
Although only 17% of Business Customers contacted the Department of Transport monthly or more often, frequency of contact varies substantially by industry sector. Small customer sectors such as Local Authority/Government and Public Representatives/media have the most frequent contact (monthly+).
While telephone is the most popular method of contact, followed by post, the internet is strong amongst smaller sectors like Local Authority/Government and Public Representatives/media.
Satisfaction with Performance
Satisfaction with service of the Department sectors of Public Transport and Roads was rated highly (69% and 67% satisfied respectively).
Key reasons for satisfaction centered on:
- No problems/needs met
- Good service/courteous/helpful
- Quick to respond/prompt/efficient
Key reasons for dissatisfaction centered on:
- Roads need improvement/poor infrastructure
- Poor response times/hard to get information
What our customers think is important
Key drivers of importance centre on;
- Willingness of staff to help
- Competency of staff
- Receiving service that I need
- Ease of contact
- Speed of service/replies
While room for improvement exists for the Department in terms of service, the Department still scores highly on the key drivers of importance
- 55% very satisfied with willingness of staff to help
- 50% very satisfied with competency of staff
- 46% very satisfied with service received
- 43% very satisfied with ease of contact
- 46% very satisfied with speed of service/replies
76% of business customers rate the service performance of the Department as good or better than private sector organisations.
All scores have improved compared to a similar survey carried out in 1999. However, note a different methodology was used in both surveys.
Only 6% of business customers have complained.
Three quarters of business customers have internet access. Access is highest amongst Local Authority/Government and Public Representative/media.
One quarter have ever visited the Departments website, highest amongst those with internet access.
Future Service Levels
For improved service levels, the following criteria (as specified by the Department) appeared to yield the best levels of satisfaction; however, it should be noted that business customers have high expectations of service.
- Telephone call answered within 20 seconds
- Comprehensive reply to a written query within 15 working days
- Comprehensive reply to an email/website query within 15 working days
- Comprehensive reply to a complaint to the Department within 5 working days