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Strategic Roads User Survey2018/19 Summary

Strategic Roads User SurveySatisfaction scores

Overall satisfaction

Journey time 81%

81%Surface quality

83%Information Electronic signs

90%Information Permanent signs

94%Feeling safe

Management of roadworks 65%

82%

Motorway users 81Major ‘A’ road users 84

Age 17-34 85Age 35-59 80Age 60+ 84

Disability 76No disability 82

Passed through roadworks 69Did not pass through roadworks 87 Car drivers 83Vans 79Lorry (over 12 tonnes) 80

Commuter 78On business 76Leisure 84Professional Driver 81

AM peak 79PM peak 77Weekday off peak 83Weekend 85

How satisfied are road users with motorways and ‘A’ roads managed by Highways England?

North West

Yorkshire and

North East

Midlands

M25 area*

East

South East

South West

81

88

82

77

87

8181

81

87

78

83

79

79

83

83

88

83

77

83

76

80

60

74

63

61

6062

65

94

94

9493

92

94

94

*Roads managed by Connect Plus on behalf

of Highways England

Satisfaction = very satisfied and fairly satisfied combined

*Using Chi-square analysis

Drivers using England’s motorways and major

‘A’ roads – the Strategic Road Network (SRN) – now have a clear voice. Publication of the first annual report of findings from Transport Focus’s new Strategic Roads User Survey (SRUS) is a real milestone in focusing attention on the

things that matter most to road users. The Government’s first Road Investment Strategy

identified the need for a new survey of road user experience: SRUS has been developed to meet that need. Each year SRUS gathers the views of over 8,000 road users; it is a continuous survey, with results published every month. What SRUS provides – for the first time – is a robust, comprehensive picture of road user journey experience that is available to Transport Focus as watchdog, Highways England as road operator, to the Office of Rail and Road as Monitor and to Government as specifier

and funder. Importantly, the information is also available to road users themselves, as well as to their elected representatives, local authorities and to sub-national transport bodies like Transport for the North.

For all concerned, SRUS offers a much clearer understanding of customer issues and where effort can best be concentrated to deliver positive change for road users. It is expected that Government will set Highways England’s customer satisfaction target from 2020 based on the Strategic Roads User Survey, and that the Office of Rail and Road will then use SRUS results to monitor whether Highways England is achieving the target.

This summary report provides key headline findings and highlights from the survey at the end of its first full year, but all the detail is available for anyone to view and analyse at a national, regional and even a specific road level through the Transport Focus Data Hub www.transportfocus.org.uk/data-hub.

Anthony SmithChief Executive, Transport Focus

82

81

81

65

94

Overall

Feeling safe

Roadworks management

Surface quality

Journey time

England (%)

What factors influence road user satisfaction?

Xxxxxx

These influences show up in the overall satisfaction scores:

• Among those satisfied with journey time, 93% were satisfied overall. When dissatisfied with journey time only 17% were satisfied overall.

• When journey time was better than expected 95% were satisfied overall, but when worse than expected only 39% were satisfied overall.

• Where road users experienced light traffic, 96% were satisfied overall. Those caught in congestion were only 33% satisfied overall.

• Among those not experiencing delays, other than roadworks, 86% were satisfied overall. Those held up were only 46% satisfied overall.

• Where road users were satisfied with the road surface, 87% were satisfied overall. Overall satisfaction fell to 58% among those dissatisfied with road surface.

Analysis of SRUS data shows the following to have the greatest influence on road users’ overall satisfaction:

Satisfaction with journey time

Journey time is better than expected

Light traffic

No delays

Satisfaction with the road surface

ISLE OFWIGHT

WEST SUSSEX EAST SUSSEX

OXFORDSHIRE BUCKINGHAMSHIRE HERTFORDSHIRE

ESSEX

NORTHAMPTONSHIRE

CAMBRIDGESHIRE

SUFFOLK

BEDFORD-SHIRE

NORFOLK

LEICESTERSHIRE

LINCOLNSHIRE

STAFFORDSHIRE

DERBYSHIRE

CHESHIRE

WARWICKSHIRE

GLOUCESTERSHIRE

KENT

DEVON

CORNWALL

CUMBRIA

NORTH YORKSHIRE

EAST YORKSHIRE

SOUTHYORKSHIRE

WESTYORKSHIRE

GREAT MANCHESTER

MERSEYSIDE

NORTHUMBERLAND

DURHAM

LANCASHIRE

WORCESTERSHIRE

SHROPSHIRE

HEREFORDSHIRE

SOMERSET

WILTSHIRE

NOTTINGHAMSHIRE

DORSET

SURREY

HAMPSHIRE

BARKSHIRE

Dorchester

Bath

Cambridge

Ipswich

Oxford

Torquay

York

Sheffield

Chester

Norwich

Exeter

Plymouth

Southampton

BrightonPortsmouth

Dover

Penzance

Truro

Hull

Carlisle

NEWCASTLE UPON TYNE

LEEDS

LIVERPOOLMANCHESTER

BIRMINGHAM

BRISTOL LONDONM5

M5

M3

M1

M1

M6

M2

M4

M27

M48

A3(M)

M25

M23 M20

M11

A1(M)

A1(M)

A1(M)

M180

A1(M)

M40M50

M42

M54

M18

M62

M62

M65

M62

M61

M60

M56

M55

M58

A30

A38

A35

A36

A46

A38

A34

A42

A52A50

A45A45

A46

A64

A66

A19

A595

A590

A49

A34

A27

A23

A21

A12

A13

A11

A3

A2

A5

A5

A1

A1

A14

A14

A47

A417

A303

A120

A421

A483

A458

A616

Preston

Grimsby

Nottingham

Leicester

Derby

Lincoln

Shrewsbury

Peterborough

MiltonKeynes

Gloucester

Chelmsford

Hastings

Swindon Reading

Basingstoke

Taunton

Strategic Roads User Survey 2018/19 – results for selected roads

The Strategic Roads User Survey (SRUS) measures satisfaction with journeys on the motorways and ‘A’ roads managed by Highways England. This map shows how scores for overall satisfaction, journey time, surface quality and feeling safe vary for individual roads. For more detail, visit the Transport Focus data hub www.transportfocus.org.uk/data-hub.

Journey time 82Surface quality 87Feeling safe 97

84Overall satisfactionA13












77Overall satisfactionM1


















































88Overall satisfactionA1(M)



Roads selected: all those with 100 survey responses or moreSatisfaction = very satisfied and fairly satisfied combined Where Highways England manages multiple sections with the same road number (e.g. the A1), combined results are shown





© 2019 Transport FocusPrint by priority.co.uk Design by heritamacdonald.com

Contact Transport Focus

Any enquiries about this research

should be addressed to:

Murray Leader

Senior Insight Advisor

Transport Focus

0300 123 0843

[email protected]

www.transportfocus.org.uk

Fleetbank House

2-6 Salisbury Square

London

EC4Y 8JX

Transport Focus is the operating name

of the Passengers’ Council

• 8000 to 9000 users per annum• Sampling aligned to driving population across England• Interviews at 800 locations across England• Face-to-face survey asking about various aspects

of journey experience• An interactive map is integrated into the questionnaire

and ‘understands’ which part of a journey is on the strategic road network

• The sample is boosted to ensure better coverage of less well-used roads and so that the voice of professional drivers is properly heard in the survey

• Results are weighted to ensure they are representative of vehicle mileage across the strategic road network

Transport Focus developed the Strategic Roads User Survey informed by research, consultation with organisations representing road users, key stakeholders including Highways England, the Department for Transport and the Office of Rail and Road. After careful testing of questionnaire wording the survey was piloted before it began formally in April 2018. Transport Focus’s delivery of SRUS has been supported by the market research agency Kantar.

Facts about SRUS

“ The sheer amount of traffic and if an accident happens we are the only country that comes to a standstill.”A2, very dissatisfied commuter

“ Been improved. Good capacity. Now a better route.”A453, very satisfied, on business

“ They are doing a little section of the road, but they shut a long section of the road.”M1, fairly dissatisfied, leisure

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