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MMO seek customer opinion on fees and charges

Having launched its new streamlined marine licensing system in April this year, the Marine Management Organisation (MMO) has taken the opportunity to carry out a small survey to find out customer opinion in relation to the guidance available on MMO fees and charges and the service the MMO provides for fees and charges queries.

Customers were randomly selected and 18 were successfully contacted by telephone. They were asked a series of short questions in relation to fees and charges and the key findings are:

  • Licence applicants are aware of MMO fees and charges guidance and how to access it.
  • The majority of licence applicants consult MMO fees and charges guidance.
  • Applicants find the guidance useful and easy to understand.
  • The majority of customers who applied for a licence paid the correct fee.
  • The majority of customers are satisfied with the speed at which enquiries are resolved and the knowledge of MMO staff in relation to licence fees and charges.

Finally, while some customers were satisfied with the value for money provided by the licensing fee paid, the majority of customers were uncertain in this area. The MMO are therefore planning to enhance the licensing section of their website to further clarify the value for money the service provides.

The MMO will continue to carry out customer surveys on a regular basis as part of its commitment to provide an exemplary customer service. It will also undertake its second full customer satisfaction survey in the first quarter of next year.