Listening to our customers
The Highways Agency has a world class reputation for the operation, maintenance and improvement of England’s motorways and trunk roads.
Understanding the needs of our customers is an integral part of the Agency’s operations. To help us achieve our vision we need help. We have a well established (2004) network of Customer Beacons, representing teams across the Agency. The beacons are in a good position to encourage teams who plan and develop services and deliver improvements to take account of what you, our customers, want. They draw on the feedback they receive from all road users, including freight; motorists; passengers; cyclists and other customers such as road neighbours and local communities. The feedback comes from many sources including correspondence; telephone calls to the Highways Agency Information Line (HAIL) and our regular surveys. The published feedback can be seen in the latest Customer Feedback Report covering quarter 4 2013–14 (105KB PDF).
Customer feedback, including complaints and compliments, comes to us through many different channels and since 2006 we have been carrying out a regular rolling programme of Area Road Users’ Satisfaction Surveys (ARUSS) in each of our seven regions (thirteen areas). The questions cover the respondents’ general experiences and perceptions of the network within the area where they live. We use the results to gain understanding about what road users’ find important and this helps us to improve our services. The National Road Users’ Satisfaction Survey (NRUSS) tracks satisfaction with respondents’ last journey on the network. Please visit the Satisfaction Surveys page for the most recent results.
If you have any questions about either of these surveys we would be pleased to hear from you. Please email our Highways Agency Information Line (HAIL) firstname.lastname@example.org.
Promoting a more cycle-friendly network
We know from recent customer feedback that safety while cycling is very important to an increasing number of you and following the recent excitement for the Tour de France Grand Depart in Yorkshire on 5 and 6 July and from Cambridge to London on 7 July, we are planning, over the next two years, to invest nearly £20 million to improve cycling facilities along our trunk road network.
Improvements to our cycling facilities include:
- new road markings, cycle lane and crossing points
- new flyovers to connect existing national cycle routes
- dropped kerbs and vegetation clearance
- refreshed and new signs for cyclists and drivers
Working closely with Sustrans, the charity which works to encourage sustainable transport, and using the information from The Times’ Cities Fit for Cycling campaign, we identified 100 potential locations. Feasibility studies were then carried out on the 20 highest priority sites and, following liaison with the Cyclists’ Touring Club and British Cycling, 13 schemes across the country will be delivered by March 2015. And we’re now looking into providing more schemes during 2015/16.
Smart Motorway Schemes
The start of construction on three smart motorway schemes — the M1 junctions 28–31 in Derbyshire, M1 junctions 32-35a in South Yorkshire and the M3 at junction 2-4a in Surrey — has now been announced by the Transport Secretary.
The new schemes are central to the Government’s long term economic plan and part of the significantly increased investment in the road network by 2021, which will see spending nearly tripled on major improvements to the strategic road network.
Symbol Signed Diversion Routes
We know from your feedback that many of you have, in the past, had problems following diversion signs. Our web page about symbol signed diversion routes has been designed to help you.
You tell us that you like…
- Advance warning signs and Information about road closures
- Good communication
- Quick responses to your queries
- Regular contact and updates on specific schemes
- Traffic Officers
You tell us that you dislike …
- Problems with traffic light phasing
- Insufficient signing of diversion routes
- Lack of information about overnight closures
- Potholes and poor road surfaces
- Noise due to roadworks