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 3 2012/13 (345KB 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) firstname.lastname@example.org.
You tell us that you like…
- The help given by our Traffic Officers if you are involved in incidents on our network
- Prompt and appropriate responses to complaints and suggestions
- Completing work ahead of schedule
You tell us that you dislike …
- Congestion causing delays to your journey
- Litter on the network
Here is an example of what we have done by listening and working with our partners:
Motorway litter droppers told to wind it up
You have told us how much you dislike finding litter on the road network and the Highways Agency and Tameside Council are joining forces to crack down on litter droppers after 172 sacks of rubbish were collected from the junction at Denton between the M60 and the M67, during a two-week period in April. This cost the taxpayers an estimated £8,000.
Motorists are being told they could receive a fixed penalty notice of £50 if they are caught dropping litter, leading to a potential fine of £2,500 for a second offence of if they fail to pay the penalty notice. Tameside say they won’t hesitate in taking action against offenders.
Roadside litter is not only unsightly and anti-social but it can also lead to hazards for other motorists if it is thrown from moving vehicles; it causes a threat to wildlife and can lead to flooding if drains are blocked.
We would urge everyone to keep a bag in their car and take their litter home with them.