Menu
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)
Related Northern Ireland News Stories
Click here for the latest headlines.
16 September 2002
Larne test centre receives top quality award
Management and staff of the Driver & Vehicle Testing Agency’s Larne Test Centre have received a top award in recognition of their achievements from Environment Minister Dermot Nesbitt today.
Larne test centre receives top quality award
Management and staff of the Driver & Vehicle Testing Agency’s Larne Test Centre have received a top award in recognition of their achievements from Environment Minister Dermot Nesbitt today.
04 November 2005
Telephone MOT booking service launches
A new telephone service has been launched by the Driver and Vehicle Testing Agency aimed at improving booking services for an MOT. People can now book an MOT for their car and arrange a driving test by telephone thanks to the very latest technology from Northgate Information Solutions.
Telephone MOT booking service launches
A new telephone service has been launched by the Driver and Vehicle Testing Agency aimed at improving booking services for an MOT. People can now book an MOT for their car and arrange a driving test by telephone thanks to the very latest technology from Northgate Information Solutions.
01 December 2003
MOT waiting times back on target
The Driver & Vehicle Testing Agency (DVTA) today revealed that waiting times for MOT tests have come down significantly since the summer and are now back on track. Chief Executive Stanley Duncan said he was pleased with the progress made and that it had been a tough period for customers and staff who have had to cope with a massive surge in demand.
MOT waiting times back on target
The Driver & Vehicle Testing Agency (DVTA) today revealed that waiting times for MOT tests have come down significantly since the summer and are now back on track. Chief Executive Stanley Duncan said he was pleased with the progress made and that it had been a tough period for customers and staff who have had to cope with a massive surge in demand.
30 October 2002
Minister calls for introduction of MOT disc
Parliamentary Under-Secretary of State, Angela Smith has announced proposals for the introduction of an MOT disc for motorists in Northern Ireland. It is hoped that the MOT disc, like the tax disc, will act as a reminder to motorists when their MOT test is due.
Minister calls for introduction of MOT disc
Parliamentary Under-Secretary of State, Angela Smith has announced proposals for the introduction of an MOT disc for motorists in Northern Ireland. It is hoped that the MOT disc, like the tax disc, will act as a reminder to motorists when their MOT test is due.
28 July 2021
Rapid Testing Key To Helping Tackle Pandemic - Health Minister
Rapid Testing for those without symptoms will play a key role in helping tackle the pandemic, Health Minister Robin Swann has said. The Minister was speaking during a visit to the EH Allingham Construction site on the Crumlin Rd Belfast, one of the employer led Assisted Testing Sites in operation in NI.
Rapid Testing Key To Helping Tackle Pandemic - Health Minister
Rapid Testing for those without symptoms will play a key role in helping tackle the pandemic, Health Minister Robin Swann has said. The Minister was speaking during a visit to the EH Allingham Construction site on the Crumlin Rd Belfast, one of the employer led Assisted Testing Sites in operation in NI.
-
Northern Ireland WeatherToday:It will be cloudy again throughout the day. Mainly dry in the morning, but patchy drizzle in places, becoming more widespread and persistent in the afternoon. Freshening southwesterly winds. Maximum temperature 12 °C.Tonight:Cloudy with a spell of heavy rain pushing south through late evening and the early hours, followed by some clear spells. Minimum temperature 6 °C.
