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 2 2013–14 (170KB PDF).
We held a workshop in November 2012 which provided a networking opportunity for our customer beacons to share best practice and to discuss what you are telling us. These workshops have been annual events since 2004 and have proved invaluable in encouraging our teams to communicate effectively.
Feedback, including complaints and compliments, comes to us through many channels and since 2006 we have been carrying out a regular rolling programme of surveys Area Road Users’ Satisfaction Survey (ARUSS) in each of our 13 areas (seven regions). 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) email@example.com.
We are often asked about ‘incident screens’ and why they are not used more frequently — this is all about to change! Traffic officers are being trained nationally in the use of this equipment and have already put their enhanced capabilities to good use. The screens will help to reduce ‘rubbernecking’ which will, in turn, allow trapped traffic to pass the scene of the incident. In addition the screens will allow the opposite carriageway to remain open. They are quick to deploy, quick to remove and they will be in rolled out in all our regions by April 2014.
The Traffic Officers are also being trained in the use of ‘spill kits’ which will enable them to deal with small liquid spillages of up to 50 litres. They will be able to treat oils, diesel, petrol and other vehicle operating fluids that have leaked from collision damaged vehicle. The new kit was recently used to great effect at an incident on the M25 where diesel had travelled across four lanes of the motorway. They enable us to open lanes quicker without compromising safety or the integrity of the road surface.
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…
- Motorways being clear of litter and debris
- Local exhibitions to explain proposals
- Comprehensive and appropriate responses to complaints and enquiries
- Sensitive management of roadside verges
- The fact the Agency work with stakeholders and residents to minimise disruption during road schemes
You tell us that you dislike …
- Missing connections for holidays due to unexpected delays on the network
- Overgrown verges restricting visiblity at junctions and obstructing signs
- Litter on the network and debris left on verges
- Potholes and poor road surfaces
- Trees being removed in association with improvement works