Dashboard Practical driving test: changes to bookings

This dashboard shows information about how the Practical driving test: changes to bookings service is currently performing.

Transactions per year

1.49m

Oct 2016 to Sep 2017

−2.92% July 2016 to June 2017

Total cost

£802k

Oct 2016 to Sep 2017

−2.92% July 2016 to June 2017

Cost per transaction

£0.54

Oct 2016 to Sep 2017

0% July 2016 to June 2017

Public changes/cancellations breakdown

Practical driving test changes and cancellations online and by telephone

Date Click to sort	Online Click to sort	Telephone Click to sort
24 to 30 December 2018	11,310	227
31 December 2018 to 6 January 2019	17,391	482
7 to 13 January 2019	19,748	759
14 to 20 January 2019	20,096	701
21 to 27 January 2019	19,616	637
28 January to 3 February 2019	19,616	557

Date Click to sort	Online Click to sort	Telephone Click to sort
5 to 11 February 2018	20,683	780
12 to 18 February 2018	21,355	781
19 to 25 February 2018	26,501	823
26 February to 4 March 2018	25,784	-169
5 to 11 March 2018	28,380	4,958
12 to 18 March 2018	25,426	1,870
19 to 25 March 2018	26,063	1,048
26 March to 1 April 2018	18,805	692
2 to 8 April 2018	21,093	796
9 to 15 April 2018	22,754	956
16 to 22 April 2018	23,709	850
23 to 29 April 2018	23,198	952
30 April to 6 May 2018	21,785	677
7 to 13 May 2018	22,475	655
14 to 20 May 2018	22,684	850
21 to 27 May 2018	21,645	744
28 May to 3 June 2018	20,885	571
4 to 10 June 2018	22,929	730
11 to 17 June 2018	23,280	744
18 to 24 June 2018	23,158	774
25 June to 1 July 2018	20,841	784
2 to 8 July 2018	23,550	917
9 to 15 July 2018	21,787	799
16 to 22 July 2018	22,735	876
23 to 29 July 2018	22,211	746
30 July to 5 August 2018	21,112	823
6 to 12 August 2018	21,478	789
13 to 19 August 2018	22,503	723
20 to 26 August 2018	19,151	932
27 August to 2 September 2018	21,073	515
3 to 9 September 2018	23,485	788
10 to 16 September 2018	22,892	810
17 to 23 September 2018	21,529	661
24 to 30 September 2018	21,579	765
1 to 7 October 2018	22,078	748
8 to 14 October 2018	21,899	665
15 to 21 October 2018	19,783	839
22 to 28 October 2018	20,451	745
29 October to 4 November 2018	19,353	723
5 to 11 November 2018	21,810	851
12 to 18 November 2018	22,230	818
19 to 25 November 2018	19,928	668
26 November to 2 December 2018	17,308	671
3 to 9 December 2018	19,863	833
10 to 16 December 2018	18,996	697
17 to 23 December 2018	15,983	581
24 to 30 December 2018	11,310	227
31 December 2018 to 6 January 2019	17,391	482
7 to 13 January 2019	19,748	759
14 to 20 January 2019	20,096	701
21 to 27 January 2019	19,616	637
28 January to 3 February 2019	19,616	557

Digital take-up

28 Jan to 3 Feb 201997.2%

Date Click to sort	Completion percentage Click to sort
24 to 30 December 2018	98%
31 December 2018 to 6 January 2019	97.3%
7 to 13 January 2019	96.3%
14 to 20 January 2019	96.6%
21 to 27 January 2019	96.9%
28 January to 3 February 2019	97.2%

Date Click to sort	Completion percentage Click to sort
25 February to 3 March 2013	96.4%
4 to 10 March 2013	92.5%
11 to 17 March 2013	92.6%
18 to 24 March 2013	93.8%
25 to 31 March 2013	93.4%
1 to 7 April 2013	91.2%
8 to 14 April 2013	93.5%
15 to 21 April 2013	92.9%
22 to 28 April 2013	93.4%
29 April to 5 May 2013	94.3%
6 to 12 May 2013	94.4%
13 to 19 May 2013	93.9%
20 to 26 May 2013	94%
27 May to 2 June 2013	95.1%
3 to 9 June 2013	94.2%
10 to 16 June 2013	94.2%
17 to 23 June 2013	94.8%
24 to 30 June 2013	94.1%
1 to 7 July 2013	94.3%
8 to 14 July 2013	94.1%
15 to 21 July 2013	94.8%
22 to 28 July 2013	94.6%
29 July to 4 August 2013	95.4%
5 to 11 August 2013	94.7%
12 to 18 August 2013	95.2%
19 to 25 August 2013	94.9%
26 August to 1 September 2013	96.2%
2 to 8 September 2013	95.3%
9 to 15 September 2013	95.6%
16 to 22 September 2013	96.1%
23 to 29 September 2013	95.8%
30 September to 6 October 2013	95.8%
7 to 13 October 2013	96.2%
14 to 20 October 2013	96.2%
21 to 27 October 2013	95.8%
28 October to 3 November 2013	96.9%
4 to 10 November 2013	96.7%
11 to 17 November 2013	96.2%
18 to 24 November 2013	96.4%
25 November to 1 December 2013	95.6%
2 to 8 December 2013	96.6%
9 to 15 December 2013	95.9%
16 to 22 December 2013	95%
23 to 29 December 2013	98.7%
30 December 2013 to 5 January 2014	96.5%
6 to 12 January 2014	96%
13 to 19 January 2014	94.7%
20 to 26 January 2014	95.6%
27 January to 2 February 2014	96%
3 to 9 February 2014	96.3%
10 to 16 February 2014	96.5%
17 to 23 February 2014	96%
24 February to 2 March 2014	95.9%
3 to 9 March 2014	96.6%
10 to 16 March 2014	96.1%
17 to 23 March 2014	96%
24 to 30 March 2014	95.9%
31 March to 6 April 2014	96.8%
7 to 13 April 2014	96.5%
14 to 20 April 2014	96.1%
21 to 27 April 2014	96.6%
28 April to 4 May 2014	96.6%
5 to 11 May 2014	97%
12 to 18 May 2014	96.2%
19 to 25 May 2014	96.2%
26 May to 1 June 2014	97%
2 to 8 June 2014	97%
9 to 15 June 2014	97.1%
16 to 22 June 2014	96.2%
23 to 29 June 2014	96.4%
30 June to 6 July 2014	96.7%
7 to 13 July 2014	97.6%
14 to 20 July 2014	96.7%
21 to 27 July 2014	96.8%
28 July to 3 August 2014	96.9%
4 to 10 August 2014	96.5%
11 to 17 August 2014	97.3%
18 to 24 August 2014	96.9%
25 to 31 August 2014	97.9%
1 to 7 September 2014	97.6%
8 to 14 September 2014	98.1%
15 to 21 September 2014	97.3%
22 to 28 September 2014	97.4%
29 September to 5 October 2014	97.7%
6 to 12 October 2014	97.7%
13 to 19 October 2014	97.9%
20 to 26 October 2014	97.9%
27 October to 2 November 2014	97.3%
3 to 9 November 2014	97.4%
10 to 16 November 2014	97%
17 to 23 November 2014	96.8%
24 to 30 November 2014	97%
1 to 7 December 2014	97.3%
8 to 14 December 2014	97.1%
15 to 21 December 2014	95.8%
22 to 28 December 2014	95.6%
29 December 2014 to 4 January 2015	98.2%
5 to 11 January 2015	96.6%
12 to 18 January 2015	97.2%
19 to 25 January 2015	96%
26 January to 1 February 2015	97.7%
2 to 8 February 2015	96.1%
9 to 15 February 2015	96.7%
16 to 22 February 2015	96.6%
23 February to 1 March 2015	97.1%
2 to 8 March 2015	97.4%
9 to 15 March 2015	97.2%
16 to 22 March 2015	97.1%
23 to 29 March 2015	97.2%
30 March to 5 April 2015	98.4%
6 to 12 April 2015	97.9%
13 to 19 April 2015	97.2%
20 to 26 April 2015	97.1%
27 April to 3 May 2015	96.8%
4 to 10 May 2015	97.8%
11 to 17 May 2015	97.1%
18 to 24 May 2015	97.1%
25 to 31 May 2015	97.8%
1 to 7 June 2015	97.2%
8 to 14 June 2015	96.9%
15 to 21 June 2015	97.2%
22 to 28 June 2015	96.9%
29 June to 5 July 2015	96.4%
6 to 12 July 2015	96.6%
13 to 19 July 2015	95.9%
20 to 26 July 2015	96.5%
27 July to 2 August 2015	96.6%
3 to 9 August 2015	96.3%
10 to 16 August 2015	97.2%
17 to 23 August 2015	96.8%
24 to 30 August 2015	96.9%
31 August to 6 September 2015	97.4%
7 to 13 September 2015	96.3%
14 to 20 September 2015	96.6%
21 to 27 September 2015	96.9%
28 September to 4 October 2015	96.7%
5 to 11 October 2015	97%
12 to 18 October 2015	96.6%
19 to 25 October 2015	97.1%
26 October to 1 November 2015	97%
2 to 8 November 2015	97.4%
16 to 22 November 2015	99.4%
23 to 29 November 2015	94.2%
30 November to 6 December 2015	96.9%
7 to 13 December 2015	96.4%
14 to 20 December 2015	96.2%
21 to 27 December 2015	96.2%
28 December 2015 to 3 January 2016	98%
4 to 10 January 2016	96.9%
11 to 17 January 2016	96.9%
18 to 24 January 2016	96.7%
25 to 31 January 2016	97.1%
1 to 7 February 2016	97%
8 to 14 February 2016	96.5%
15 to 21 February 2016	96.5%
22 to 28 February 2016	97.2%
7 to 13 March 2016	97.3%
14 to 20 March 2016	96.1%
21 to 27 March 2016	97%
28 March to 3 April 2016	96.7%
4 to 10 April 2016	96.6%
11 to 17 April 2016	96.8%
18 to 24 April 2016	96.9%
25 April to 1 May 2016	97.1%
2 to 8 May 2016	97.2%
9 to 15 May 2016	96.4%
16 to 22 May 2016	96.8%
23 to 29 May 2016	95.8%
30 May to 5 June 2016	96.6%
6 to 12 June 2016	96.1%
13 to 19 June 2016	96.3%
20 to 26 June 2016	96.2%
27 June to 3 July 2016	96.3%
4 to 10 July 2016	96.3%
11 to 17 July 2016	96.2%
18 to 24 July 2016	96.2%
25 to 31 July 2016	97%
1 to 7 August 2016	96.3%
8 to 14 August 2016	96.9%
22 to 28 August 2016	96.6%
29 August to 4 September 2016	98%
5 to 11 September 2016	96.6%
12 to 18 September 2016	97.2%
19 to 25 September 2016	97.2%
26 September to 2 October 2016	96.2%
3 to 9 October 2016	97%
10 to 16 October 2016	97%
17 to 23 October 2016	96.9%
24 to 30 October 2016	97%
31 October to 6 November 2016	97.5%
7 to 13 November 2016	96.9%
14 to 20 November 2016	96.9%
21 to 27 November 2016	97.1%
28 November to 4 December 2016	96.8%
5 to 11 December 2016	96.9%
12 to 18 December 2016	96.7%
19 to 25 December 2016	96.6%
26 December 2016 to 1 January 2017	98.1%
2 to 8 January 2017	96.7%
9 to 15 January 2017	95.9%
16 to 22 January 2017	96.6%
23 to 29 January 2017	96.5%
30 January to 5 February 2017	96.6%
6 to 12 February 2017	96.2%
13 to 19 February 2017	96.6%
20 to 26 February 2017	97.4%
27 February to 5 March 2017	96.4%
6 to 12 March 2017	96.1%
13 to 19 March 2017	96%
20 to 26 March 2017	96.8%
27 March to 2 April 2017	97.3%
3 to 9 April 2017	97.1%
10 to 16 April 2017	97.5%
17 to 23 April 2017	97.6%
24 to 30 April 2017	96.9%
1 to 7 May 2017	97%
8 to 14 May 2017	97%
15 to 21 May 2017	97.3%
22 to 28 May 2017	96.8%
29 May to 4 June 2017	97.3%
5 to 11 June 2017	96.7%
12 to 18 June 2017	96.9%
19 to 25 June 2017	96.8%
26 June to 2 July 2017	97%
3 to 9 July 2017	97.4%
10 to 16 July 2017	96.9%
17 to 23 July 2017	97%
24 to 30 July 2017	97%
31 July to 6 August 2017	97%
7 to 13 August 2017	97.5%
14 to 20 August 2017	97.5%
21 to 27 August 2017	96.8%
28 August to 3 September 2017	97%
4 to 10 September 2017	97.3%
11 to 17 September 2017	97.2%
18 to 24 September 2017	96.2%
25 September to 1 October 2017	96.7%
2 to 8 October 2017	97.5%
16 to 22 October 2017	96.8%
23 to 29 October 2017	96.5%
30 October to 5 November 2017	97%
6 to 12 November 2017	96.2%
13 to 19 November 2017	96.9%
20 to 26 November 2017	97.3%
27 November to 3 December 2017	97.6%
4 to 10 December 2017	96.2%
11 to 17 December 2017	96.4%
18 to 24 December 2017	93.8%
25 to 31 December 2017	97.4%
1 to 7 January 2018	96.8%
8 to 14 January 2018	96%
15 to 21 January 2018	96.9%
22 to 28 January 2018	95.3%
29 January to 4 February 2018	96.5%
5 to 11 February 2018	96.4%
12 to 18 February 2018	96.5%
19 to 25 February 2018	97%
26 February to 4 March 2018	100.7%
5 to 11 March 2018	85.1%
12 to 18 March 2018	93.1%
19 to 25 March 2018	96.1%
26 March to 1 April 2018	96.5%
2 to 8 April 2018	96.4%
9 to 15 April 2018	96%
16 to 22 April 2018	96.5%
23 to 29 April 2018	96.1%
30 April to 6 May 2018	97%
7 to 13 May 2018	97.2%
14 to 20 May 2018	96.4%
21 to 27 May 2018	96.7%
28 May to 3 June 2018	97.3%
4 to 10 June 2018	96.9%
11 to 17 June 2018	96.9%
18 to 24 June 2018	96.8%
25 June to 1 July 2018	96.4%
2 to 8 July 2018	96.3%
9 to 15 July 2018	96.5%
16 to 22 July 2018	96.3%
23 to 29 July 2018	96.8%
30 July to 5 August 2018	96.2%
6 to 12 August 2018	96.5%
13 to 19 August 2018	96.9%
20 to 26 August 2018	95.4%
27 August to 2 September 2018	97.6%
3 to 9 September 2018	96.8%
10 to 16 September 2018	96.6%
17 to 23 September 2018	97%
24 to 30 September 2018	96.6%
1 to 7 October 2018	96.7%
8 to 14 October 2018	97.1%
15 to 21 October 2018	95.9%
22 to 28 October 2018	96.5%
29 October to 4 November 2018	96.4%
5 to 11 November 2018	96.2%
12 to 18 November 2018	96.5%
19 to 25 November 2018	96.8%
26 November to 2 December 2018	96.3%
3 to 9 December 2018	96%
10 to 16 December 2018	96.5%
17 to 23 December 2018	96.5%
24 to 30 December 2018	98%
31 December 2018 to 6 January 2019	97.3%
7 to 13 January 2019	96.3%
14 to 20 January 2019	96.6%
21 to 27 January 2019	96.9%
28 January to 3 February 2019	97.2%

Business changes/cancellations breakdown

Practical driving test changes and cancellations online and by telephone

Date Click to sort	Online Click to sort	Telephone Click to sort
24 to 30 December 2018	1,782	46
31 December 2018 to 6 January 2019	2,697	99
7 to 13 January 2019	3,513	196
14 to 20 January 2019	3,467	235
21 to 27 January 2019	3,350	521
28 January to 3 February 2019	3,315	1,081

Date Click to sort	Online Click to sort	Telephone Click to sort
5 to 11 February 2018	3,289	496
12 to 18 February 2018	3,596	550
19 to 25 February 2018	3,853	315
26 February to 4 March 2018	4,085	2,083
5 to 11 March 2018	4,331	1,843
12 to 18 March 2018	3,774	705
19 to 25 March 2018	3,928	575
26 March to 1 April 2018	3,190	369
2 to 8 April 2018	3,463	209
9 to 15 April 2018	3,663	228
16 to 22 April 2018	3,544	174
23 to 29 April 2018	3,690	252
30 April to 6 May 2018	3,458	238
7 to 13 May 2018	3,353	184
14 to 20 May 2018	3,368	208
21 to 27 May 2018	3,577	238
28 May to 3 June 2018	3,027	186
4 to 10 June 2018	3,379	209
11 to 17 June 2018	3,594	295
18 to 24 June 2018	3,947	153
25 June to 1 July 2018	3,441	136
2 to 8 July 2018	3,651	159
9 to 15 July 2018	3,317	165
16 to 22 July 2018	3,443	228
23 to 29 July 2018	3,418	148
30 July to 5 August 2018	3,354	191
6 to 12 August 2018	3,276	216
13 to 19 August 2018	3,494	203
20 to 26 August 2018	3,203	193
27 August to 2 September 2018	3,080	154
3 to 9 September 2018	3,635	194
10 to 16 September 2018	3,548	200
17 to 23 September 2018	3,549	411
24 to 30 September 2018	3,495	218
1 to 7 October 2018	3,550	192
8 to 14 October 2018	3,490	236
15 to 21 October 2018	3,314	192
22 to 28 October 2018	3,294	260
29 October to 4 November 2018	3,291	157
5 to 11 November 2018	3,530	222
12 to 18 November 2018	3,323	120
19 to 25 November 2018	3,471	229
26 November to 2 December 2018	3,140	304
3 to 9 December 2018	3,234	308
10 to 16 December 2018	3,113	189
17 to 23 December 2018	3,006	296
24 to 30 December 2018	1,782	46
31 December 2018 to 6 January 2019	2,697	99
7 to 13 January 2019	3,513	196
14 to 20 January 2019	3,467	235
21 to 27 January 2019	3,350	521
28 January to 3 February 2019	3,315	1,081

Business digital take-up

Practical driving test changes and cancellations online and by telephone

28 Jan to 3 Feb 201975.4%

Date Click to sort	Digital take-up Click to sort
7 to 13 January 2019	94.7%
14 to 20 January 2019	93.7%
21 to 27 January 2019	86.5%
28 January to 3 February 2019	75.4%
4 to 10 February 2019	—
11 to 17 February 2019	—

Date Click to sort	Digital take-up Click to sort
19 to 25 February 2018	92.4%
26 February to 4 March 2018	66.2%
5 to 11 March 2018	70.1%
12 to 18 March 2018	84.3%
19 to 25 March 2018	87.2%
26 March to 1 April 2018	89.6%
2 to 8 April 2018	94.3%
9 to 15 April 2018	94.1%
16 to 22 April 2018	95.3%
23 to 29 April 2018	93.6%
30 April to 6 May 2018	93.6%
7 to 13 May 2018	94.8%
14 to 20 May 2018	94.2%
21 to 27 May 2018	93.8%
28 May to 3 June 2018	94.2%
4 to 10 June 2018	94.2%
11 to 17 June 2018	92.4%
18 to 24 June 2018	96.3%
25 June to 1 July 2018	96.2%
2 to 8 July 2018	95.8%
9 to 15 July 2018	95.3%
16 to 22 July 2018	93.8%
23 to 29 July 2018	95.8%
30 July to 5 August 2018	94.6%
6 to 12 August 2018	93.8%
13 to 19 August 2018	94.5%
20 to 26 August 2018	94.3%
27 August to 2 September 2018	95.2%
3 to 9 September 2018	94.9%
10 to 16 September 2018	94.7%
17 to 23 September 2018	89.6%
24 to 30 September 2018	94.1%
1 to 7 October 2018	94.9%
8 to 14 October 2018	93.7%
15 to 21 October 2018	94.5%
22 to 28 October 2018	92.7%
29 October to 4 November 2018	95.4%
5 to 11 November 2018	94.1%
12 to 18 November 2018	96.5%
19 to 25 November 2018	93.8%
26 November to 2 December 2018	91.2%
3 to 9 December 2018	91.3%
10 to 16 December 2018	94.3%
17 to 23 December 2018	91%
24 to 30 December 2018	97.5%
31 December 2018 to 6 January 2019	96.5%
7 to 13 January 2019	94.7%
14 to 20 January 2019	93.7%
21 to 27 January 2019	86.5%
28 January to 3 February 2019	75.4%
4 to 10 February 2019	—
11 to 17 February 2019	—

Public digital service

Performance metrics for the public facing change/cancellation service

User satisfaction

Average score of satisfied responses

11 to 17 Feb 201990.5%

Date Click to sort	User satisfaction Click to sort	Very dissatisfied Click to sort	Dissatisfied Click to sort	Neither satisfied or dissatisfied Click to sort	Satisfied Click to sort	Very satisfied Click to sort
7 January 2019	89.5%	7	2	15	83	243
14 January 2019	92%	8	3	6	72	303
21 January 2019	89.2%	14	4	10	69	268
28 January 2019	88.2%	11	5	16	66	236
4 February 2019	90%	15	2	8	65	278
11 February 2019	90.5%	7	6	18	72	304

Date Click to sort	User satisfaction Click to sort	Very dissatisfied Click to sort	Dissatisfied Click to sort	Neither satisfied or dissatisfied Click to sort	Satisfied Click to sort	Very satisfied Click to sort
19 February 2018	89.9%	11	6	15	131	389
26 February 2018	89.7%	8	5	25	116	361
5 March 2018	88.9%	17	5	20	108	371
12 March 2018	87.8%	20	3	22	111	343
19 March 2018	88.3%	15	6	31	89	350
26 March 2018	89.1%	13	7	9	62	260
2 April 2018	89.6%	9	4	23	78	298
9 April 2018	89.4%	11	8	12	95	314
16 April 2018	89.8%	11	6	12	95	319
23 April 2018	89.4%	8	7	14	102	302
30 April 2018	90.1%	13	4	9	69	285
7 May 2018	88.7%	18	2	16	86	312
14 May 2018	89%	10	6	24	95	320
21 May 2018	90.4%	10	6	12	93	335
28 May 2018	88.7%	15	5	19	87	318
4 June 2018	88.2%	16	7	15	97	313
11 June 2018	89.4%	13	2	11	108	308
18 June 2018	87.9%	17	5	18	96	308
25 June 2018	87.8%	11	9	16	97	278
2 July 2018	88.5%	16	6	15	70	289
9 July 2018	89.8%	9	4	20	76	294
16 July 2018	88.3%	13	8	17	81	290
23 July 2018	88.3%	9	10	15	81	264
30 July 2018	85.7%	17	7	22	87	252
6 August 2018	89.4%	8	7	17	91	298
13 August 2018	90.2%	11	10	10	64	310
20 August 2018	89.8%	10	3	11	72	255
27 August 2018	90.3%	10	5	8	75	277
3 September 2018	89.6%	8	6	17	79	282
10 September 2018	89.3%	21	2	13	76	335
17 September 2018	89%	13	3	15	88	288
24 September 2018	87.6%	19	9	11	83	297
1 October 2018	87.2%	17	3	18	79	259
8 October 2018	88.9%	14	6	15	71	288
15 October 2018	90.7%	7	1	11	78	256
22 October 2018	88.1%	13	4	13	76	243
29 October 2018	89%	10	5	9	74	237
5 November 2018	90.2%	12	3	10	74	286
12 November 2018	91.2%	6	5	14	71	294
19 November 2018	89.1%	13	7	9	83	286
26 November 2018	89.8%	10	5	15	62	268
3 December 2018	90.8%	8	1	12	98	307
10 December 2018	90.2%	16	4	10	58	304
17 December 2018	89%	9	5	13	63	229
24 December 2018	90.6%	4	1	8	53	168
31 December 2018	89.1%	10	2	5	77	212
7 January 2019	89.5%	7	2	15	83	243
14 January 2019	92%	8	3	6	72	303
21 January 2019	89.2%	14	4	10	69	268
28 January 2019	88.2%	11	5	16	66	236
4 February 2019	90%	15	2	8	65	278
11 February 2019	90.5%	7	6	18	72	304

Average time to complete a booking change

11 to 17 Feb 201917m 32s

Date Click to sort	Average session time Click to sort
7 to 13 January 2019	14m 30s
14 to 20 January 2019	14m 38s
21 to 27 January 2019	12m 18s
28 January to 3 February 2019	17m 28s
4 to 10 February 2019	18m 11s
11 to 17 February 2019	17m 32s

Date Click to sort	Average session time Click to sort
19 to 25 February 2018	12m 29s
26 February to 4 March 2018	12m 47s
5 to 11 March 2018	12m 44s
12 to 18 March 2018	12m 30s
19 to 25 March 2018	12m 53s
26 March to 1 April 2018	12m 26s
2 to 8 April 2018	12m 21s
9 to 15 April 2018	12m 41s
16 to 22 April 2018	12m 27s
23 to 29 April 2018	12m 32s
30 April to 6 May 2018	12m 37s
7 to 13 May 2018	12m 16s
14 to 20 May 2018	12m 44s
21 to 27 May 2018	12m 50s
28 May to 3 June 2018	12m 52s
4 to 10 June 2018	12m 43s
11 to 17 June 2018	12m 46s
18 to 24 June 2018	12m 42s
25 June to 1 July 2018	12m 53s
2 to 8 July 2018	12m 29s
9 to 15 July 2018	12m 2s
16 to 22 July 2018	11m 57s
23 to 29 July 2018	11m 58s
30 July to 5 August 2018	11m 51s
6 to 12 August 2018	12m 8s
13 to 19 August 2018	12m 2s
20 to 26 August 2018	11m 44s
27 August to 2 September 2018	11m 13s
3 to 9 September 2018	11m 29s
10 to 16 September 2018	11m 23s
17 to 23 September 2018	11m 14s
24 to 30 September 2018	10m 45s
1 to 7 October 2018	11m 11s
8 to 14 October 2018	10m 49s
15 to 21 October 2018	11m 15s
22 to 28 October 2018	11m 12s
29 October to 4 November 2018	11m 46s
5 to 11 November 2018	12m 13s
12 to 18 November 2018	12m 36s
19 to 25 November 2018	13m 31s
26 November to 2 December 2018	13m 59s
3 to 9 December 2018	17m 59s
10 to 16 December 2018	15m 49s
17 to 23 December 2018	13m 49s
24 to 30 December 2018	16m 45s
31 December 2018 to 6 January 2019	13m 57s
7 to 13 January 2019	14m 30s
14 to 20 January 2019	14m 38s
21 to 27 January 2019	12m 18s
28 January to 3 February 2019	17m 28s
4 to 10 February 2019	18m 11s
11 to 17 February 2019	17m 32s

Average time to complete a booking cancellation

11 to 17 Feb 20195m 51s

Date Click to sort	Average session time Click to sort
7 to 13 January 2019	5m 42s
14 to 20 January 2019	5m 49s
21 to 27 January 2019	5m 33s
28 January to 3 February 2019	6m 15s
4 to 10 February 2019	6m 36s
11 to 17 February 2019	5m 51s

Date Click to sort	Average session time Click to sort
19 to 25 February 2018	6m 22s
26 February to 4 March 2018	6m 37s
5 to 11 March 2018	6m 26s
12 to 18 March 2018	5m 48s
19 to 25 March 2018	6m 15s
26 March to 1 April 2018	5m 39s
2 to 8 April 2018	6m 8s
9 to 15 April 2018	6m 13s
16 to 22 April 2018	5m 37s
23 to 29 April 2018	5m 40s
30 April to 6 May 2018	6m 1s
7 to 13 May 2018	6m 12s
14 to 20 May 2018	5m 52s
21 to 27 May 2018	6m 18s
28 May to 3 June 2018	6m 2s
4 to 10 June 2018	6m 8s
11 to 17 June 2018	6m 21s
18 to 24 June 2018	5m 56s
25 June to 1 July 2018	6m 13s
2 to 8 July 2018	6m 3s
9 to 15 July 2018	5m 29s
16 to 22 July 2018	5m 44s
23 to 29 July 2018	6m 11s
30 July to 5 August 2018	5m 58s
6 to 12 August 2018	5m 54s
13 to 19 August 2018	6m 11s
20 to 26 August 2018	5m 54s
27 August to 2 September 2018	5m 23s
3 to 9 September 2018	5m 22s
10 to 16 September 2018	6m 29s
17 to 23 September 2018	5m 45s
24 to 30 September 2018	6m 15s
1 to 7 October 2018	6m 25s
8 to 14 October 2018	6m 13s
15 to 21 October 2018	5m 42s
22 to 28 October 2018	6m 1s
29 October to 4 November 2018	5m 41s
5 to 11 November 2018	5m 53s
12 to 18 November 2018	5m 42s
19 to 25 November 2018	5m 42s
26 November to 2 December 2018	5m 43s
3 to 9 December 2018	6m 8s
10 to 16 December 2018	6m 3s
17 to 23 December 2018	5m 56s
24 to 30 December 2018	6m 9s
31 December 2018 to 6 January 2019	5m 20s
7 to 13 January 2019	5m 42s
14 to 20 January 2019	5m 49s
21 to 27 January 2019	5m 33s
28 January to 3 February 2019	6m 15s
4 to 10 February 2019	6m 36s
11 to 17 February 2019	5m 51s

Completion rate

11 to 17 Feb 20193.4%

Date Click to sort	Completion rate Click to sort
7 to 13 January 2019	4.2%
14 to 20 January 2019	4.2%
21 to 27 January 2019	3.8%
28 January to 3 February 2019	3.5%
4 to 10 February 2019	3.3%
11 to 17 February 2019	3.4%

Date Click to sort	Completion rate Click to sort
19 to 25 February 2018	8.3%
26 February to 4 March 2018	6.4%
5 to 11 March 2018	6.5%
12 to 18 March 2018	5.6%
19 to 25 March 2018	6%
26 March to 1 April 2018	4.5%
2 to 8 April 2018	5.4%
9 to 15 April 2018	5.7%
16 to 22 April 2018	5.6%
23 to 29 April 2018	5.2%
30 April to 6 May 2018	4.9%
7 to 13 May 2018	5.2%
14 to 20 May 2018	5.2%
21 to 27 May 2018	4.7%
28 May to 3 June 2018	4.6%
4 to 10 June 2018	5%
11 to 17 June 2018	5.1%
18 to 24 June 2018	5.1%
25 June to 1 July 2018	4.8%
2 to 8 July 2018	5.3%
9 to 15 July 2018	5.4%
16 to 22 July 2018	5.4%
23 to 29 July 2018	5.3%
30 July to 5 August 2018	4.6%
6 to 12 August 2018	4.7%
13 to 19 August 2018	4.1%
20 to 26 August 2018	4.1%
27 August to 2 September 2018	4.1%
3 to 9 September 2018	4.4%
10 to 16 September 2018	4.5%
17 to 23 September 2018	4.6%
24 to 30 September 2018	4%
1 to 7 October 2018	4.1%
8 to 14 October 2018	4.3%
15 to 21 October 2018	4%
22 to 28 October 2018	4.3%
29 October to 4 November 2018	3.9%
5 to 11 November 2018	4.2%
12 to 18 November 2018	4.6%
19 to 25 November 2018	4.4%
26 November to 2 December 2018	4.1%
3 to 9 December 2018	3.1%
10 to 16 December 2018	3.3%
17 to 23 December 2018	3.3%
24 to 30 December 2018	2.3%
31 December 2018 to 6 January 2019	3.7%
7 to 13 January 2019	4.2%
14 to 20 January 2019	4.2%
21 to 27 January 2019	3.8%
28 January to 3 February 2019	3.5%
4 to 10 February 2019	3.3%
11 to 17 February 2019	3.4%

Users at each step

Number of users who completed important steps of the transaction last week

Access your booking Click to sort	Change booking Click to sort	Choose test centre Click to sort	Choose date and time Click to sort	Enter your details Click to sort	Enter payment details Click to sort	Confirm changes Click to sort	Confirm cancellation Click to sort	Your test fee will be refunded Click to sort	You went away and came back again Click to sort
697,325	657,552	198,296	437,422	783	2,583	23,639	1,197	1,053	18,441

How help was used

Number of occurences of users selecting online help during the booking change or cancellation process

Help usage Click to sort	Volume last week	Percentage of total help usage Click to sort	Change since previous week Click to sort
What is my application reference number?	7,227	46.2%	−7.4%
What is my driving licence number?	5,314	34%	−4.1%
What tests not in calendar?	1,790	11.5%	−7.3%
What is my theory test pass number?	813	5.2%	−7.8%
Why cant I find an appointment?	351	2.2%	+21.5%
Why are you being charged extra?	87	0.6%	+81.3%
What is my instructors reference number?	29	0.2%	0%
Why does the DVSA need my contact number?	16	0.1%	−5.9%
What are special requirements?	2	0%	−71.4%
Why do I need to enter the vehicle length?	—	0%	−100%

Service availability

30 days

Page load time

21 Feb 20191.06s

Date Click to sort	Page load time Click to sort	Uptime Click to sort
16 February 2019	964ms	100%
17 February 2019	967ms	100%
18 February 2019	974ms	100%
19 February 2019	1,003ms	100%
20 February 2019	1,056ms	100%
21 February 2019	1,056ms	100%

Uptime

21 Feb 2019100%

Date Click to sort	Page load time Click to sort	Uptime Click to sort
16 February 2019	964ms	100%
17 February 2019	967ms	100%
18 February 2019	974ms	100%
19 February 2019	1,003ms	100%
20 February 2019	1,056ms	100%
21 February 2019	1,056ms	100%

Date Click to sort	Page load time Click to sort	Uptime Click to sort
23 January 2019	884ms	100%
24 January 2019	931ms	100%
25 January 2019	718ms	100%
26 January 2019	—	—
27 January 2019	977ms	100%
28 January 2019	927ms	100%
29 January 2019	897ms	100%
30 January 2019	891ms	100%
31 January 2019	910ms	100%
1 February 2019	910ms	100%
2 February 2019	929ms	100%
3 February 2019	1,033ms	100%
4 February 2019	958ms	100%
5 February 2019	952ms	99.3%
6 February 2019	1,001ms	100%
7 February 2019	963ms	100%
8 February 2019	983ms	100%
9 February 2019	948ms	100%
10 February 2019	941ms	100%
11 February 2019	951ms	100%
12 February 2019	939ms	100%
13 February 2019	977ms	100%
14 February 2019	985ms	100%
15 February 2019	1,073ms	100%
16 February 2019	964ms	100%
17 February 2019	967ms	100%
18 February 2019	974ms	100%
19 February 2019	1,003ms	100%
20 February 2019	1,056ms	100%
21 February 2019	1,056ms	100%

24 hours

Page load time

6:00pm, 22 Feb 20191.03s

Time Click to sort	Page load time Click to sort	Uptime Click to sort
1:00pm	1,182ms	100%
2:00pm	1,193ms	100%
3:00pm	1,031ms	100%
4:00pm	1,115ms	100%
5:00pm	1,034ms	100%
6:00pm	1,033ms	100%

Uptime

6:00pm, 22 Feb 2019100%

Time Click to sort	Page load time Click to sort	Uptime Click to sort
1:00pm	1,182ms	100%
2:00pm	1,193ms	100%
3:00pm	1,031ms	100%
4:00pm	1,115ms	100%
5:00pm	1,034ms	100%
6:00pm	1,033ms	100%

Time Click to sort	Page load time Click to sort	Uptime Click to sort
7:00pm	1,107ms	100%
8:00pm	1,248ms	100%
9:00pm	1,047ms	100%
10:00pm	1,119ms	100%
11:00pm	987ms	100%
12:00am	820ms	100%
1:00am	1,360ms	100%
2:00am	856ms	100%
3:00am	1,338ms	100%
4:00am	1,274ms	100%
5:00am	787ms	100%
6:00am	1,953ms	100%
7:00am	1,010ms	100%
8:00am	1,080ms	100%
9:00am	1,118ms	100%
10:00am	1,118ms	100%
11:00am	1,294ms	100%
12:00pm	1,073ms	100%
1:00pm	1,182ms	100%
2:00pm	1,193ms	100%
3:00pm	1,031ms	100%
4:00pm	1,115ms	100%
5:00pm	1,034ms	100%
6:00pm	1,033ms	100%

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