Better information for your journey
The National Traffic Control Centre collects real-time information on road conditions.
See when traffic will be lightest
Our traffic forecaster can help get you there quicker
Seeking feedback from customers
| Indicator | 7. Deliver a high level of road user satisfaction. |
|---|---|
| Target | Achieve from the road user satisfaction survey an average annual score of at least 85% for motorways and at least 80% for trunk roads. |
An important part of delivering good customer service is inviting and responding to customer feedback.
The road user satisfaction survey
We undertake a rolling programme of road user satisfaction surveys to help us identify their concerns and guide our future planning. We interview more than 200 people a month - an annual total of just over 2,500. We ask about their expectations of the services that they have told us are important to them and how well they think we are delivering them in relation to their last journey on our network.
This information is used to measure performance against the key performance indicator target of obtaining an average annual score of at least 85% for motorways and 80% for all-purpose trunk roads in the road user satisfaction survey.
We also hold focus groups of road users and talk to business and intensive users of the network to find out what they expect from the Agency. This information helps to inform the business planning process.
In the coming year the Agency will be checking that we are delivering the services that customers want and how well they are being delivered. We will also be looking at other channels of communication with customers to plan for the future and improve the way we are delivering our services.
We will publish an annual summary report of the results.
The National Environment and National Road Users' Committees
The Agency hosts two focused stakeholder committees, the National Environment Committee and the National Road Users' Committee. These include representatives from statutory and nonstatutory environmental groups, industry and road users' representatives. Both committees are chaired by our chief executive. They meet twice a year to provide an opportunity to exchange ideas and discuss issues relating to the network to help identify areas for improvement.
At a local level, various regional environmental, road user, and other groups also provide a channel for discussing local operational and environmental issues directly with the Agency. We see these groups as providing a valuable point of contact with our stakeholders and customers.
