THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY

1. South West Highways Service Improvement Group THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY a collaboration between the following organisations:

2. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY The fundamental purpose of this benchmarking survey is …. to help all participating highway authorities improve their services

3. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY The Survey follows a themed approach linked to: LTP Priorities: • Accessibility • Tackling congestion • Road safety & Other National Priorities: • Public transport • Walking & cycling • Highway maintenance & enforcement

4. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY • Main Survey Topics: • Rating Roads and Transport Services • Your Use of Transport and Access to Services • Pavements and Pedestrian Facilities • Cycling • Rights of Way • Buses • Public Transport • Taxis, Minicabs and Community Transport • Condition of Roads and Pavements • Highway Management and Maintenance • Roadworks • Traffic Management • Causes of Congestion (Traffic Queues) • Using Your Car • About You (age, mobility, employment etc)

5. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY

6. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY

7. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY • Some basic statistics: • 33 Authorities participated • 27,682 completed questionnaires • Average 19% response (10-12% was expected) • 161 questions each • results weighted & un-weighted* • 4,835,434 items of data (*Using weighting criteria to demographically balance responses - applied by Ipsos MORI to government agreed standards)

8. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY The 2008 Survey Coverage: Bath & NE Somerset Bournemouth Bristol Cambridgeshire Cornwall Derbyshire Dorset Gloucestershire LB Hackney Hampshire Leicestershire Lincolnshire Milton Keynes North Somerset North Yorkshire Northumberland Nottinghamshire Oxfordshire Plymouth Poole Portsmouth Sheffield Somerset South Gloucestershire Southampton Staffordshire Suffolk Swindon Torbay Wiltshire Worcestershire

9. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY The survey helps to answer 5 key questions in order to identify potential service improvements 1. What service areas need improving the most? • 2. Which service areas have most potential to improve? • 3. Who should improvements be targeted at? • 4. Where should improvements be made ? • 5. How can improvements be delivered ?

10. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY Survey responses are summarised into: • Themes (linked to National & LTP priorities) • KBI’s (key benchmark indicators within each theme) • BI’s (a further breakdown of KBI, eg Accessibility indicators ABI’s)

11. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY KBI’s 1. General – Overall Satisfaction KBI 1 Overall Satisfaction with Highways and Transport (against local importance) KBI 2 Overall Satisfaction with Highways and Transport (against national importance) 2. Accessibility KBI 3 Ease of Access to Key Services (All People) KBI 4 Ease of Access to Key Services (People with disabilities) KBI 5 Ease of Access to Key Services (No car households) 3. Public Transport KBI 6 Overall Satisfaction with Local Bus Services KBI 7 Satisfaction with Local Bus Services (BVPI 104) KBI 8 Satisfaction with Local PT Information (BVPI103) KBI 9 Satisfaction with Local Taxi (or mini-cab) Services KBI 10 Overall Satisfaction with Community Transport, eg Dial-a-Ride and volunteer cars.

12. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY 4. Walking/ Cycling KBI 11 Overall Satisfaction with Pavements and Footpaths KBI 12 Satisfaction with specific aspects of Pavements and Footpaths KBI 13 Overall Satisfaction with Cycle Routes and Facilities KBI 14 Satisfaction with specific aspects of Cycle Routes and Facilities KBI 15 Overall Satisfaction with The Local Rights of Way Network KBI 16 Satisfaction with specific aspects of The Local Rights of Way Network 5. Tackling Congestion KBI 17 Overall Satisfaction with Traffic Levels and Congestion ie. queues KBI 18 Satisfaction with Management of Roadworks KBI 19 Satisfaction with Traffic Management 6. Road Safety KBI 20 Overall Satisfaction with Road Safety Locally KBI 21 Satisfaction with Road Safety Environment KBI 22 Satisfaction with Road Safety Education 7. Highway Maintenance/ Enforcement KBI 23 Overall Satisfaction with the Condition of Highways ie. roads and pavements KBI 24 Satisfaction with Highway Maintenance KBI 25 Overall Satisfaction with Street lighting KBI 26 Highway Enforcement/ Obstructions

13. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY • Based upon benchmarking with others e.g. anything in lower quartile • What service areas need improving the most ? test

14. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY • …. based upon what our customers think • e.g. more dissatisfied than satisfied (i.e. below 50) • What service areas need improving the most ? test

15. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY • Based upon what others have achieved • i.e. biggest gap between ourselves and best performers • Which service areas have most potential to improve test

16. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY • By learning from best practice • i.e. find out what it is the best performers • are doing that sets them apart • How can improvements be delivered ?

17. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY Network Website – http:www/nhtnetwork.org

18. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY Standard reporting available by theme

19. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY Mapping by postcode, parish, ward, division, constituency, output or super output areas

20. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY The advantages of a consistent & collective (club) approach - • Enables efficiencies • Avoids wheel reinvention • Enables benchmarking & identification/sharing of best practice • A ‘collective’ conducting the survey & analysing the data offers best economies of scale • Outsourcing reduces problems of peaks and troughs and means market leading expertise can be deployed

21. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY How does an authority participate in 2009? • Complete the expression of interest… then, if participating: • Send a cheque* • £6,500 for a ‘public satisfaction’ only member • Logo • Signature (for covering letter) * This is the same cost as last year (for 4,500 questionnaires) – but authorities can elect to increase their ‘sample’: extra questionnaires cost £1 each

22. THE NATIONAL HIGHWAYS & TRANSPORT NETWORK PUBLIC SATISFACTION SURVEY Conclusions– Helping Participants…. • Have consistency • Stop reinventing the survey ‘wheel’ • See efficiency & economies of scale • Have confidence in their own surveys • Have confidence in other people’s! • Better understand how they are performing in the public’s eyes & options for improvement • Improve ‘quality cross checking’ of efficiency and service improvement efforts • Link better with the new CAA & local performance agenda • Have an industry consistent datum for setting service levels (eg for asset mgt) • Identify the best performers & learn from their best practice • Prompt collaborations and support networks