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:
(more…)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.


