Transport User Voice January 2024 – Strategic Road Users Survey

20 December 2023

In-depth reports available

How satisfied are users of England’s motorways and major ‘A’ roads?

We’ve done a deep dive into our Strategic Roads User Survey (SRUS) to understand the regional differences for each of National Highways’ six regions plus the M25 private finance concession.

The survey is key to measuring journey satisfaction among users roads managed by National Highways and it’s the foundation of our work on these roads. Our in-depth reports provide a more detailed picture road users’ views for the East of England, Midlands, the North East, North West, South East, South West, Yorkshire, and roads managed by Connect Plus, including the M25.

SRUS is used by government to set a customer satisfaction target for National Highways to achieve and the data collection runs continuously throughout the year. It’s also used by the Office of Rail and Road to monitor if National Highways has met its targets.

This key survey supports those managing different parts of the strategic road network to understand what road users feel about journeys on the roads they are responsible for including:

  • helping them understand how road users’ views differ between their region and others, providing pointers as to why
  • helping them target improvements on the right things from a road user perspective, creating a virtuous circle of improvement in satisfaction scores.

Results up until the end of October 2023 indicate satisfaction with journeys on England’s strategic roads stands at 71 per cent. This against a target of 73 per cent which should be achieved by 31 March 2024, so there is room for improvement.

We’ll continue to work with National Highways and those delivering services across the strategic road network to ensure that road user’s voices and views are listened to and considered as part of improvement and future plans.

Transport Focus’s monthly reporting is supported by an overall yearly summary report or 2022/23 and more detailed information can be found on our data hub.


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