DVLA: Customer Delight Via The Least Agony!


Share on LinkedIn

I’ve just had a ‘remarkable’ customer experience to get 2013 off to a wonderful start…… I’m now officially a ‘Delighted’ customer of…. wait for it…. Her Majesty’s GOVERNMENT!!!!!!!!

Well, one particular part of the Governement – the DVLA!

I have just renewed my car tax online and the customer experience was:

  • ‘Clean and crisp’
  • Very simple and straightforward
  • Easy to do, and….
  • Totally ‘pain free’ (apart from the bill itself!)

They completely ‘exceeded my expectations’ by doing the simple stuff well.

Being ‘easy to buy from’ and ‘easy to deal with’ is an ingredient of 3D Characteristic #3: Create Delighted and Devoted Customers and the DVLA online experience was a pleasure – I can’t believe I’m still smiling!

They also ‘Maximised’ our relationship (3D Characteristic #4 Forget CRM, Think MCR! Maximise Your Relationships!) by offering me the opportunity to join the NHS Organ Donor Register – it’s one of those things that I was always going to get round to, but never did. They ‘prompted’ me, and having had such a pleasant experience initially, I thought ‘go on then’.


  • How easy are you to buy from and deal with (online and offline)?
  • How good are you at ‘Maximising’ your realtionships?
  • Do you and your people spot opportunities to ‘sell up’ and ‘sell on’?

and, while we’re at it…

See? ‘Delighted’ customers tell others and make referrals and recommendations!!!!

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here