Transport Insights

Perhaps the most shocking revelation from the latest Strategic Roads User Survey (SRUS) annual report from “independent” watchdog Transport Focus is the inclusion of a “commentary” from National Highways in which it declares the two organisations to be in a “partnership”.

In the report itself, Transport Focus takes the same line as the government-owned company that it is supposed to be keeping tabs on – that a further fall in overall satisfaction from 71% to 69% is not the continuation of a trend (it is) but is related to roadworks to deliver the National Emergency Area Retrofit (NEAR) programme.

Here is what Transport Focus had to say:

Our analysis indicates a key part of the decrease in overall satisfaction has been the roadworks to deliver the National Emergency Area Retrofit (NEAR) programme.

And here is National Highways’ commentary:

Our 2024/25 customer satisfaction score is 2.4 per cent lower than the same period last year. This reflects the impact of major improvement works across the network – especially the National Emergency Area Retrofit programme – which have temporarily disrupted journeys.

It may be true that the NEAR roadworks had a lot to do with falling satisfaction but it is unfortunate to say the least that the two organisations are singing from the same hymn sheet.

At the end of its commentary, National Highways says:

We’re looking forward to continuing our partnership with Transport Focus throughout 2025-26, as we prepare for the third road period. By working together on the initiatives in our Customer Service Plan we’ll keep driving progress for road users.

The problem with this is that, even if the two are working together to “drive progress for road users”, the alignment of their agenda gives Transport Focus a conflict of interest, an incentive to go soft on National Highways, because National Highways’ failure would becomes Transport Focus’ failure.

By way of explanation, I have a comment attributed to Jordan Sargeant, senior engagement manager at the Transport Focus:

“Measuring and reporting on how satisfied users are with National Highways roads, is important in our role as independent watchdog. Understanding the actions National Highways is taking in response to declining satisfaction helps to give a fuller picture.

We work closely with National Highways on this and many other areas that affect road user experience. By working collaboratively we can help keep the interests of road users front and centre.”

Anyway, what sort of excuse is it that National Highways swamped large parts of its network with roadworks to meet the March 2025 deadline? It’s good that it got the job done, but it did leave it all very late and, according to the report:

A number of drivers commented specifically on the management of the NEAR roadworks. The main issues raised related to the works lasting a long time and affecting long stretches of road, not seeing work being done or that they didn’t actually know what was being done.

Some who knew what work was being done were still dissatisfied. For example, one driver on the M3 said: “Speed restrictions on 15-mile section of road for refuge area work. This causes massive delays as traffic queues for the M25. Why close off such a long section of road when it’s going to take months to complete.”

I have to say, that has been my experience. National Highways seems once again to have put the convenience and efficiency of its contractors ahead of the needs of its customers.

It is, as a result, way short of its KPI for the roads period that ended in March, of “an 82% road user satisfaction score in 2020-21 and 2021-22, with year on year increases in following years.”