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DVLA’s online services cut admin and boost satisfaction for dealers


The Driver and Vehicle Licensing Agency (DVLA) and the National Franchised Dealers Association (NFDA) believe online services can help increase customer satisfaction for dealers.

A recent survey commissioned by the DVLA showed that 97% of respondents would recommend its online services, with convenience and speed highlighted as the key benefits.

As well as increased customer satisfaction levels, dealers also benefit from reduced administration time, no postage costs and a clearer audit trail for date of keepership changes.

The research highlighted that more than half of motorists (52%) would be more likely to sell their vehicle to a dealer who completed the admin for them. 

Julie Lennard, DVLA chief executive, said: “DVLA’s online services will always be the quickest and simplest way for customers to deal with us, and millions of motorists already use these. The research shows that motorists value the support dealers offer with the administration, and customer satisfaction is so important in this industry that we are keen to show dealers the benefits of our online services.

“Businesses and motorists can save time and money by going online when they need to make an application or tell us that a vehicle has changed hands - at the time and place that suits them”.

With more than half of respondents (51%) saying they part-exchanged when buying a vehicle, DVLA’s latest online service to request a duplicate V5C log book slashes the time it takes to receive this from six weeks to five days, reducing hold-ups where the vehicle’s log book has been lost or damaged.

Sue Robinson, chief executive of the NFDA, added: “We are aware that many franchised dealers already embrace the benefits of DVLA’s online services.

"These services are quick, efficient and easy-to-use and, as a result, a great driver for those seeking to increase customer satisfaction and repeat business by excelling in the customer service they offer. We encourage franchised dealers to continue to highlight to their customers the benefits of using DVLA’s online services”.

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