Transport User Voice – August 2019 – First full year of Strategic Road User Survey

30 July 2019

Drivers on the A19 in north east England were the most satisfied

For the first time, Transport Focus’s new survey provides detailed ratings for road users’ experience on Highways England’s roads. Drivers on the A19 in North Yorkshire, Teeside and County Durham, for instance, were the most satisfied on this category of road at 95 per cent. The best motorway, the M11, showed drivers having a satisfaction level at 92 per cent. By contrast the least satisfactory routes were the M20, M6 and M25 as well as the A34 and A52.

The results from the first year of the Strategic Roads User Survey (SRUS) give drivers a clearer voice to the bodies that make decisions about motorways and major ‘A’ roads. SRUS measures satisfaction with journeys on the motorways and ‘A’ roads managed by Highways England on a continuous basis.

The survey reflects the experience of all drivers – whether in cars, vans, lorries, coaches or on a motorbike – across a range of issues. The survey helps guide Highways England where it should focus its efforts to maximise driver satisfaction. This will include reducing delays arising from accidents, improving user experience with journey time and road surface quality.

The results were taken from over 8,000 participants and involved face to face interviews held at 800 locations across England. The survey asks questions about journey experience, with factors including journey time, surface quality, roadworks management, permanent and electronic information as well as feelings of safety.

This data is likely to form the basis for the customer satisfaction rating that the Government will set for Highways England for 2020-25, and which the Office of Rail and Road will use to monitor that achievement.

View the full breakdown on the Transport Focus datahub.

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