Connecting our customers

We care about our customers and are committed to improving our service to them. National Highways exists to connect the country, and customer service is one of our key priorities. Customer service is at the heart of everything we do. To ensure we are delivering an exemplar service, we will work closely with organisations such as:

Last year, we introduced Transport Focus’ Strategic Roads User Survey (SRUS) as our key measure of customer satisfaction. SRUS will provide us with a wealth of insight on how our customers feel about using our network and their overall satisfaction.

We will also focus on the following three areas:

  • Safety and roadworks management – 99% of incidents cleared within 1 hour and achieving our zero-harm target by 2025
  • Journey time – network availability of at least 90%
  • Customer contact – responding to all contact within 10 working days