Transport User Voice September 2023 – Logistics and coach survey

31 August 2023

Less than half companies satisfied

From rest stops to roadworks, the challenges of England’s major road and motorways are all part of the day job for coach and logistics companies. But what do they think of how the network operates?

In a new survey logistics and coach businesses were asked how satisfied they are with England’s motorways and major ‘A’ roads when it comes to meeting their business needs.

Responses from more than 1000 businesses showed a small jump in satisfaction from the survey last year, with 46 per cent of freight and coach managers satisfied with the country’s major roads. The survey also asked questions about information on the road network, response to incidents and accidents, road surface quality, rest stop quality and how National Highways manages the roads.

Key survey findings:

  • overall 49 per cent of the freight sector is satisfied and 46 per cent of the coach sector
  • less than half of freight and coach businesses are satisfied with the availability of live travel information or advance planning information
  • information about overrunning roadworks is particularly low, with only 22 per cent rating it good
  • rest facilities had low ratings. Less than one in ten rated the value for money of rest stops as good (8 per cent)
  • on the day-to-day management of National Highways’ roads, safety scored highest with 60 per cent rating it good

Asked what they want done better, businesses said they wanted National Highways to:

  • reduce the length of the roadworks and do roadworks in smaller bites
  • improved roadside facilities including more secure parking and toilet facilities
  • clear incidents more quickly

Freight and coach businesses are essential in keeping the country moving and working. The survey results show some improvement but it’s clear that more needs to be done. In the year ahead Transport Focus will use the results of the survey to press National Highways to improve this and ensure its approach meets the needs of these key customers.

The survey is referred to in the Government’s Road Investment Strategy for 2020-25 and Transport Focus looks forward to it being confirmed as an official performance indicator from April 2024.

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