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Online road tax renewal- good customer service from DVLA

October 9th, 2009 · No Comments · Inspiration

What a pleasure! Good efficient customer service from a government-type organisation!

My road tax became due and I was excited to read on the form that my car qualifies for payment of only £35.   I rushed off to the Post Office with what I thought were all the forms needed.

Road tax from the Post Office

Road tax from the Post Office

I had completely forgotten that my (new to me) second hand car needed an MOT certificate.

I organised the garage visit, the car had the service and passed its MOT.  All very easy.  Then I looked for my papers for the repeat trip to the Post Office.  To my amazement I could find the insurance but the form from the vehicle licensing people couldn’t be found anywhere.

Then I discovered I could register online.  The  car log book number gave me access to check into the DVLA site.  All my papers were virtually verified online and payment was easy to do.  (And I enjoyed the low price of £ 35!).   I was told that the disc would arrive in the post 4 – 5 days later.

Well we are all more cynical now – and I certainly was.  But to my great surprise the tax disc arrived this morning in the post 3 days after I applied for it!

Online tax discs

Online tax discs

When they over-delivered and it arrived early I was astonished…and delighted ..and want to tell people about the great service.

LOW EXPECTATIONS + OVER DELIVERY = POWERFUL MESSAGE FOR CUSTOMER LOYALTY

Delivering services and products beyond customer expectations is the best way to create loyalty and keep customers coming back.  If you are in a market not noted for good service you have an additional opportunity.

I do prefer to use a real live Post Office if possible, but it was great to receive excellent customer service.  Well done to the DVLA!

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