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10/02/2004
MOT centres fail to meet customer satisfaction targets
Nearly 90% of drivers in Northern Ireland are satisfied with their MOT centres, it was revealed today.
However, according to results of the Driver & Vehicle Testing Agency's annual customer survey, though 91% of customers were either "satisfied" or "very satisfied" with test procedures, this was 3% short of the Agency’s target.
Customers were also less happy with booking arrangements, with only 68% of customers indicating that they were satisfied compared with the target of 92%.
The overwhelming reason for dissatisfaction was having to wait too long to get a test appointment.
Commenting on the results, DVTA Chief Executive, Stanley Duncan, said: “The survey was carried out during July and August 2003 when the Agency was going through one of the most difficult patches in its history.
"We are not surprised that the results reflect this. I am sorry that we were not able to deliver the standard of service that we would have liked during this period, and it is right that customers should have the chance to tell us what they think.”
Today's figures are a slight on the Charter Mark for excellence in Customer Services award which the DVTA retained in October 2002.
However, Mr Duncan said that while he accepted that a challenging period lay ahead for the Agency, he was confident of an improvement in the year ahead.
The DVTA is an Executive Agency within the Department of the Environment and currently employs some 475 staff and operates from 15 test centres throughout NI.
In 2002/03 it carried out 483,776 full vehicle tests, 40,508 theory tests and almost 48,359 practical driving tests.
(MB)
However, according to results of the Driver & Vehicle Testing Agency's annual customer survey, though 91% of customers were either "satisfied" or "very satisfied" with test procedures, this was 3% short of the Agency’s target.
Customers were also less happy with booking arrangements, with only 68% of customers indicating that they were satisfied compared with the target of 92%.
The overwhelming reason for dissatisfaction was having to wait too long to get a test appointment.
Commenting on the results, DVTA Chief Executive, Stanley Duncan, said: “The survey was carried out during July and August 2003 when the Agency was going through one of the most difficult patches in its history.
"We are not surprised that the results reflect this. I am sorry that we were not able to deliver the standard of service that we would have liked during this period, and it is right that customers should have the chance to tell us what they think.”
Today's figures are a slight on the Charter Mark for excellence in Customer Services award which the DVTA retained in October 2002.
However, Mr Duncan said that while he accepted that a challenging period lay ahead for the Agency, he was confident of an improvement in the year ahead.
The DVTA is an Executive Agency within the Department of the Environment and currently employs some 475 staff and operates from 15 test centres throughout NI.
In 2002/03 it carried out 483,776 full vehicle tests, 40,508 theory tests and almost 48,359 practical driving tests.
(MB)
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