The world is moving faster and more and more services are moving online but nothing can replace genuine and friendly face-to-face customer service, as shown by research undertaken by the DVLA (Driver & Vehicle Licensing Agency). The research from June 2018 found that over three quarters of the participants were aware of DVLA’s online services, however 76% of these do not use them, instead preferring to carry out services such as renewing vehicle tax in person.
98% “Courteous, polite and helpful”
The research showed that branches who offer DVLA services are doing a fantastic job not only in completing transactions accurately and successfully, but in providing top quality customer service.
DVLA research found that:
• Almost all participants – 98% - agreed that the Post Office clerk who served them was courteous, polite and helpful
• The overall service met the expectations of 99% (1,920 out of 1,936)
• 98% (1,837 of 1,869) said that their transaction had been successful
• Only 2% (45 out of 1,863) needed to be contacted at a later date by DVLA about their transaction
• Of 1,870 participants, 96% said they were satisfied with the service they received at the Post Office
Martin Edwards, Managing Director of Identity Services at Post Office said:
“One of our key ambitions is to lead the market for identity services and the branch network has a key role to play in this area. This feedback highlights the confidence that customers have in our branches as a trusted interface into government and shows why we are well placed to take on new services like International Driving Permits (which is launching next February). We want to say a massive thank you to all those branches who offer such great customer service on behalf of DVLA. . The in-branch teams do a great job of promoting this service and my team and I are really grateful for all their work.”
Something echoed by Retail Sales Director, Amanda Jones:
“Our branches serve over 17 million customers a week in a variety of transactions, and we are delighted to hear that customers are receiving the kind of excellent customer service they expect from the Post Office. The success of our network is dependent on our branches providing the very best customer service, something we know they do across all of our products. Again, thank you for all of your hard work.”
Once again, thank you to the branches providing this fantastic level of customer service. It makes a huge difference and helps Post Office continue to be a brand people trust.