This report gives detailed findings of the TNS-MRBI survey of customers of the Department's driver testing service. Customer research was carried out in three parts- the other two phases related to business customers of the Department and members of the general public.

The report is available to download in two formats- Word and Pdf.

Executive Summary

Those who fail their driving test are more likely to be older (36+ years) and working class (C2DE). 

Half of those interviewed who had failed their test felt their result was fair. 

Males tended to be more critical. 

Two thirds are dissatisfied with the waiting time for a retest.

There is a high level of interest in evening/weekend tests even if it means having to pay more.

Another key developmental area for the Driving Test Service is the generation of speedier responses to telephone and letter queries. 

It is worth noting that only one in ten of those taking the driving test in the past year considered making a complaint.

Internet access is high (70%) amongst those taking the driving test this is mainly driven by their age.  This explains the broad appeal of applying online in the future.

Comparisons to a similar survey carried out in 2000 include:

·         Waiting time for test and performance of testers are still key criteria

·         1 to 3 months is still the optimum time for waiting for a test date

·         Access to the internet has increased, with the proportions of those willing to apply online similar

·         A similar number of customers are very satisfied (32%) as in 2000 (31%).  Overall, the satisfaction level stands at 54% versus 75% in 2000, probably due in part to the long waiting lists in the past few years.