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Transportation

Highways Agency 26/06/2013

NRUSS Annual Report 2012/13 Incorporating Equality Analysis

Prepared by: ............................................................. Checked by: ........................................................................ Andrew Mellor Susie Falp Consultant Principal Consultant Approved by: ............................................................. Christine Johnson Associate Director

Rev No Comments Checked by Approved by

Date

1 Draft V1 for Review SF/CJ 28/05/2013 2 Draft V2 for Review SF/CJ 30/05/2013 3 Draft V3 for Review SF/CJ 31/05/2013 4 Draft to HA SF/CJ CJ 4/06/2013 5 Draft V2 to HA SF/PM PM 24/06/2013 6 Final Report SF/PM SF 26/06/2013

AECOM House, 179 Moss Lane , Altrincham, Cheshire, WA15 8FH Telephone: 0161 927 8200 Website: http://www.aecom.com Job No Reference Date Created This document has been prepared by AECOM Limited for the sole use of our client (the “Client”) and in accordance with generally accepted consultancy principles, the budget for fees and the terms of reference agreed between AECOM Limited and the Client. Any information provided by third parties and referred to herein has not been checked or verified by AECOM Limited, unless otherwise expressly stated in the document. No third party may rely upon this document without the prior and express written agreement of AECOM Limited. f:\projects\52592talt_kpi-nruss survey 07-08\2012-13 - nruss\reporting\2012 13 annual report\2013 - 06 nruss annual report 2012-13 draft 2.0.doc

Table of Contents

1 Introduction ..................................................................................................................... 12

2 Survey Respondents ...................................................................................................... 16

3 Characteristics of Last Journey..................................................................................... 23

4 Last Journey: Experiences and satisfaction with journey time.................................. 32

5 Last Journey: Experiences of and Satisfaction with Roadworks ............................... 43

6 Last Journey: Feeling safe............................................................................................. 47

7 Last Journey: Satisfaction with upkeep and maintenance ......................................... 53

8 Last Journey: Satisfaction with Signage / Information Provision .............................. 56

9 Perceptions of the Agency and Agency Services........................................................ 62

Appendices Appendix A NRUSS Questionnaire Appendix B Year comparison Tables Appendix C Equality Analysis Tables Appendix D Regional Comparison Tables Appendix E Guide to Additional Reporting and Analysis Appendix F Other work carried out in 2012-13 Appendix G Final Quarterly Report for 2012-13 Appendix H Calculation of Satisfaction Scores Publication number 55/13

Glossary of Key Terms and Abbreviations This glossary provides definitions of the terms and abbreviations used in the report. Age Four age groups are used for analysis purposes:

17-24 (youngest) 25-44 45-64 65+ (eldest)

Agency The Highways Agency

CAPI Computer Assisted Personal Interviewing – Responses in a personal interview are keyed directly into a computer and the administration of the interview is managed by a specifically designed programme. The programme checks for invalid responses and will not accept responses outside prescribed limits, hence subsequent editing and keying in of data is avoided.

Frequent users Use the network once a week or more

KPI Key Performance Indicator

Leisure trips Journeys made in connection with leisure e.g. shopping, leisure or entertainment, visiting friends or family, holiday.

MI Mobility Impaired

Mean The mean, or average, of a set of numbers is found by dividing the sum of the numbers by the amount of numbers added.

Median The middle number when numbers are arranged in order.

NMI Non-Mobility Impaired

Non-frequent users Use the network less than once a week

Non-leisure trips E.g. commuting, travelling on employers business, education, personal business.

NRUSS National Road Users’ Satisfaction Survey – a survey to monitor awareness and satisfaction amongst Highways Agency network users.

NWB Non-White British (Ethnic group).

Performance Measure The performance measure for customer satisfaction is measured through five key features of a recent journey; journey time, roadworks management, upkeep of the network, information provision and safety. The performance measure is on a 0-100 scale. When the performance measure is calculated across all aspects, or combined across motorways and trunk roads, it is not a true proportion; hence the convention in presentation of the measure is in the format xx.yy (to two decimal places), whereas if referring specifically to the proportion who are satisfied (or otherwise) we use x% (no decimal places).

Probability Sample A sample where all units in the population of interest have a known and non-zero chance of being selected. Examples of probability samples are: simple random, systematic, stratified and cluster. A simple random sample is a type of probability sample where all units in a population of interest have an equal, known and non-zero chance of being selected. In a random sample, the responding unit – e.g. the person within the household - is chosen at random. Therefore, each member of the study population has a known chance of being selected. It is generally assumed that a representative sample will be achieved if this method of sampling is used. The selection of respondents is determined in advance and independent of respondent characteristics, therefore the sample will be representative and provide reliable estimates on all variables.

Quota Sample A type of non-probability sample where the required numbers of units with particular characteristics (e.g. gender, age) are specified. In quota sampling, representativeness is defined as achieving a sample that matches the population on a relatively small number of known population characteristics such as age, sex and working status. It is then assumed that a sample that is representative on these characteristics is also representative on other unknown characteristics. In this method, interviewers are each given a quota of subjects of specified type to attempt to recruit for example, an interviewer might be told to go out and select (from a specified sample point) 2 men and 2 women, 3 employed respondents and 1 not in employment, so that they could interview them about their use of the Agency network.

Showcards A type of stimulus prompt material in the form of cards with images that are shown to participants in research studies.

EA To enable the Agency to meet its general and specific equality duties (Section 149 Equality Act 2010) we carry out 'equality analysis'. This involves gathering and analysing information on the outcomes of our work for different user groups as defined by 'protected characteristics' (namely age, disability, race and gender).

Socio-Economic Groups (SEG)

Social and Market Research agencies often divide the population into different groupings, based on the occupation of the head of the household, for the purpose of drawing comparisons across a wide range of people - it is used to see how people in differing socio-economic situations react to the same stimuli. The groups are most often defined as follows:

A High managerial, administrative or professional

B Intermediate managerial, administrative or professional

C1 Supervisory, clerical and junior managerial, administrative or professional

C2 Skilled manual workers

D Semi and unskilled manual workers

E State pensioners, casual or lowest grade workers, unemployed with state benefits only

Statistical Significance The significance level is the probability that the relationship under consideration occurs by chance. The significance level is established before the statistical analysis is undertaken. If the statistical tests indicate that the chances of finding the observed results are higher than the set significance level, the results are "not significant." Significance levels are usually set at .05, which means that significant results may actually be due to chance 5 out of 100 times, or conversely we can be 95% sure that the relationship (e.g. survey finding) is true (i.e. not by chance). Where a significant difference exists between sub groups in this report, shading is to highlight which sub group the result is significantly different to. In a pair of variables (e.g. male/female), this is automatically the ‘other’ sub group. For sub-groups with more than two categories (e.g. age) shading denotes significant difference between the shaded sub-groups to the un-shaded categories.

VMS Variable Message Signs

WB White British (Ethnic group)

Executive Summary: National Road Users’ Satisfaction Survey Annual Report 2012/13

Introduction

As part of the objective to seek and respond to feedback from road users, the Highways Agency (the Agency) commissions a number of surveys. Since 1995 the Agency has conducted a Road Users’ Satisfaction Survey (RUSS) to monitor awareness and satisfaction amongst network users.

This is the report on the fifteenth annual survey in the series and contains an analysis of the 2,040 interviews conducted between April 2012 and the end of March 2013, focussing on customer satisfaction and its causes.

This report presents the results for 2012/13 and compares these with 2011/12; comparisons with years before this are not appropriate due to changes in the survey methodology, questionnaire and sampling approach. The survey was redesigned for 2011/12 to provide qualitative information to support the quantitative findings, to help the Agency understand why road users are satisfied or dissatisfied with their services. The performance measure for customer satisfaction is measured through five key features of a recent journey; journey time, roadworks management, upkeep of the network, information provision and safety.

Method

The survey sample was selected via quota sampling, with the sample structured so that broadly equal numbers of interviews are completed in each Agency region. Midway through 2012/13 the regional boundaries and structure changed and the sampling adjusted accordingly. The sample approach results in an unbiased survey sample which is broadly representative of the adult population of England.

To be eligible to take part in the survey, respondents must be aged 17 or over and have used the Agency network at some time in the 12 months preceding. Interviews were conducted in home using Computer Assisted Personal Interviewing (CAPI).

The questionnaire covered respondents’ general travel patterns and their use of the Agency network, their experiences on and satisfaction with their most recent trip made on the network. Analysis has been conducted to provide insight into the factors that drive customer satisfaction.

Main findings

The overall perception of the Agency amongst the 2,040 people interviewed over 2012/13 was very positive:

- With a satisfaction score for overall performance of the Agency over the last 12 months remaining the same as in 2011/12, 85% (including 39% very satisfied – compared to 33% in 2011/12);

- Furthermore, satisfaction with the most recent journey on the network (both motorways and trunk roads) was very high, with a performance measure of 90.73 (on a 0-100 scale).

The performance measure for customer satisfaction is derived from satisfaction ratings on a 1 to 5 scale for both motorways and trunk roads for five key features of a journey, as shown in Table E1. The results show that, despite a small reduction in the overall performance measure score from the previous year (91.48), satisfaction levels were very high, for the sample of journeys made.

Performance measure

2012/13 2011/1290.73 91.48

Table E1 Performance measures for last journey 2012/13 and 2011/12

Journey Time

Roadworks management

General Upkeep Signage Safety Overall Base

Motorway 88.06 90.59

66.82 69.78

93.49 93.94

92.98 91.84

94.17 93.93

91.10 91.41

1360 1288

Trunk Road 90.03 91.39

64.13 68.93

88.16 91.46

90.34 91.81

94.64 94.54

90.31 91.55

1198 1358

Overall 88.98 91.00

66.03 69.44

90.97 92.67

91.76 91.83

94.39 94.24

90.73 91.48

2025 2056

Base 2020 2047

277 346

1941 1974

1792 1746

2019 2051

Key: 2012/13 XX.XX, 2011/12 YY.YY

As well as the slight decline in overall performance measure, there were small decreases in four of the five aspects measured, with just safety showing a small increase over the year.

As in 2011/12, satisfaction was highest for safety (94.39, slightly higher than in 2011/12, 94.24), and lowest for roadworks management (66.03, lower than 2011/12, 69.44).

The performance measure for motorways was slightly higher than for trunk roads, although people were slightly more satisfied with journey time and safety of trunk roads than motorways. The overall trunk road satisfaction measure fell slightly more than it did for motorways.

Figure E1, shows the performance measures for the key variables found to have most influence on satisfaction, and consequently, the performance measure. These include being delayed, passing roadworks and seeing roadworks in progress.

The falls in satisfaction from 2011/12, may result from slight increases in the numbers of journeys with those characteristics associated with lower than average satisfaction. These include:

- An increase in the proportion of journeys with a delay on Agency roads (from 21% to 24%); - An increase in the average length of delay, from 22 minutes to 23 minutes; and - Not seeing work in progress at roadworks (increase from 53% to 58%).

In addition, the changes made to the Agency regions over 2012/13 may have had small impacts on the performance measures but these are complex and difficult to quantify.

Where respondents were delayed on Agency roads, the overall performance measure significantly drops to 81.57 in comparison to a performance measure of 94.19 for those that weren’t delayed on Agency roads on their most recent journey. Where delays were not encountered on any type of road used for the journey the performance measure was higher still at 97.24. This shows that experiences from the journey will affect satisfaction with Agency roads whether or not these are attributable to the Agency roads.

Figure E1 Overall performance measure by key factors influencing satisfaction

89.92

92.62

88.94

91.36

81.57

94.19

83.75

93.56

86.56

80.22

87.64

93.62

70.00

75.00

80.00

85.00

90.00

95.00

100.00

Weekday Weekend Peak Of f Peak Yes No Yes No Yes No Yes No

Day of journey Time of journey Delayed on Agency Roads

Roadworks on Agency Roads

Saw work in progress at roadworks

Experienced poor driving

Base 1333 678 473 1546 1524 494 261 1580 117 162 791 1124

Trips made for pleasure (e.g. leisure, shopping, visiting friends/ relations) generally had higher performance measures compared to regular commutes and travelling on employers’ business. This reflects timing of these journeys and the increased likelihood of delay for commuting trips, and the higher importance of arriving on time for these business trips. Typically leisure journeys are made during the weekend and at off peak times.

- Journey time

The performance measure for journey time was 88.98; meaning 89% were very or fairly satisfied with the journey time. For those not delayed at all on the journey the performance measure was significantly higher, at 97.24. The length of the delay was also an important factor in the performance measure for journey time:

Journey time performance measure 2012/13 88.98

2011-12 91.00

- No delay 97.24; - delay of 1 - 15 minutes 81.84; - delay of 16-30 minutes 59.79; - delay of 31-60 minutes 44.87; - delay of more than 60 minutes 32.43.

Congestion was the most frequently mentioned source of delay on Agency roads, affecting 15% of journeys, followed by roadworks, delaying 7%.

Arriving on time was not important in 62% of trips in the 2012/13 sample, although this was far more important for outward trips to work (93% important, including 27% extremely important) and for outward trips on employers business (91% important, including 30% extremely important). Where delay was encountered on trips with time considerations, the negative impact on satisfaction was greater than where it was not important. Another factor that impacted negatively on satisfaction with journey time included checking travel conditions either before or during the trip, as this raised expectations. Similarly, where extra time had been allowed, but was insufficient to cover the time delayed, satisfaction was reduced.

- Roadworks management

A quarter (25%) had passed roadworks on their journey, fewer than in 2011/12 (26%), with higher proportions of motorway journeys encountering them than for journeys on trunk roads. The majority of these respondents were satisfied with the management of roadworks (average score 66.03) but this is lower than for the previous year (69.44).

Where dissatisfied, the main reason was that there was no evidence of works being progressed and hence a perception that they were taking longer to complete than they ought to. The proportion who said they did not see work in progress increased from 53% to 58%, over the year, as did the proportion who felt they should see work in progress (38% to 42%) which is a likely cause in the drop in satisfaction observed.

Other comments mentioned by respondents who were dissatisfied included a lack of information about the reasons for the works, speed restrictions and the delays incurred by the works.

- Safety

Satisfaction with feeling safe on the network was very high, with 94% saying they feel fairly or very safe. Factors that negatively affect feelings of safety included experiencing poor driving on the most recent journey, negotiating junctions and merging with traffic, the behaviour of other road users including lorries, bad weather and the volume and speed of the traffic. Other factors include the same incidents that delay trips, with bad weather particularly influencing feeling safe.

Two fifths (40%) of respondents stated that they experienced poor driving on Agency roads during their most recent journey. The satisfaction score amongst these respondents was lower, at 91.50 compared with 96.70 for those who had not seen poor driving. Road rage and drivers using mobile phones were shown to have the most impact on safety satisfaction. Speeding was the type of poor driving reported most frequently (17%), followed by poor overtaking (10%) and being ‘cut up’ by other drivers (9%).

- Information provision

Satisfaction with signage seen on the most recent journey was also very high, with a performance measure score of 91.76. Reasons given for dissatisfaction suggested that some people think there are too many signs, and some saying signs have too little information provided, and this varied depending on the experience of the road users and familiarity with the roads.

Roadworks 2012/13 2011/12Performance measure 66.03 69.44

motorways 12% 14% Passed roadworks on

trunk roads 5% 12%

Safety performance measure

2012/13 94.39

2011/12 94.24

Signage performance

measure 2012/13 91.76

2011/12 91.83

There were some instances where signs were obscured, by vegetation or other vehicles such as lorries (in moving traffic). For motorways, some of the dissatisfaction arose from variable message signs (VMS) being perceived as inaccurate due to not being turned off quickly enough after an incident had passed or warning of poor weather that had not materialised.

Over half of those interviewed saw VMS on their most recent journey (53%), and of these 77% saw messages displayed on them. Almost three fifths (56%) said the information on the VMS was helpful to their journey.

- Upkeep of the network

Over 90% of respondents were very or fairly satisfied with the general upkeep of Agency roads used on their last journey, with a performance measure score of 90.97; this was higher for motorways than trunk roads (93.49 compared with 88.16).

The slight fall in the score from 2011/12 may arise from the slight increase in the proportion seeing litter, but may also result from more respondents encountering poor road surfaces; comments indicate that more people mentioned road maintenance as an area for improvement than was the case in 2011/12.

Causes of dissatisfaction were mainly the condition of the surface, including where it was uneven, noisy (especially concrete sections) or with potholes. Respondents also mentioned litter, debris, overgrown vegetation and uncut grass and a lack of lighting on the roads at night, in connection with being dissatisfied.

The proportion of people who used a motorway on their most recent journey and saw litter on the motorway was 13%, 5% higher than in 2011/12. The performance score amongst respondents seeing litter on motorways was lower, at 89.20 compared with 91.35 for those who hadn’t seen litter on the most recent journey. Similarly, for the 14% of respondents who had seen litter on trunk roads (10% in 2011/12) on the journey, the performance score for seeing litter was 87.15 compared to 90.95 for those who had not.

Perceptions of the Agency network

In addition to the satisfaction ratings, for the most recent trip where an Agency road had been used, respondents scored the motorways, trunk roads and local roads used on a one to ten scale. Motorways scored the highest average score (8.0), followed by trunk roads (7.8), both significantly higher than local roads (7.1). Respondents also gave their reason behind the score.

General Upkeep performance

measure 2012/13 90.97

2011/12 92.67

Agency roads (especially motorways)

perform higher than local roads

Aspects of the use of motorways associated with the highest scores were that they were ‘quick’, ‘direct’, ‘safe’ and ‘easy to use’ with ‘no delays’ or ‘no issues or problems’. Scores above the average were also associated with the absence of the same things which led to low scores, i.e. the absence of traffic; delays and roadworks resulted in high scores while comments on their presence were associated with low scores. This shows that some people have an expectation of being delayed or experiencing heavy traffic, and when this doesn’t materialise they are satisfied.

Comments on a ‘poor road surface’ were associated with below average scores, while mention of a ‘good surface’ typically merited a score of 8 or 9. Other factors giving rise to low scores included diversions (adding to journey time), poor information, poor weather, safety factors including the behaviour of other drivers, road layouts perceived as being unsafe, and unlit roads.

Perceptions of the Agency and Agency Services Awareness of the Agency has increased to 82% from 80% in 2011/12, and awareness was particularly high amongst those who use the network most. Highways Agency vehicles and road signs were the main sources of awareness.

However, awareness of traffic officers has reduced since 2011/12, although the majority, 69% were aware, and 86% felt it important that they were on the network. They were less visible in 2012/13 than in 2011/12, with the proportion seeing them on their most recent journey falling from 22% to 19%, reflecting their changing role during this time.

Awareness of managed motorways increased in 2012/13, with 89% of respondents being aware of at least one measure used in these schemes. Awareness of use of the hard shoulder at busy times increased from 57% to 63%. This reflects the increased application of these measures across the network. Higher proportions of respondents also perceived benefits such as improved traffic flow 60%, and safer journeys 57%, than in 2011/2012 (57% and 54% respectively).

Satisfaction with the provision of severe weather warnings is high, and perceived accuracy is also very good: just 3% were dissatisfied with warnings, and 4% felt they were inaccurate.

Although very few (less than 1%) of respondents had needed to use emergency phones on the network in 2012/13, satisfaction with the service was very high, with respondents’ comments providing positive feedback on speed and helpfulness.

Overall Satisfaction with the Agency

When asked how satisfied or dissatisfied they were with the Agency’s overall performance in the past 12 months, satisfaction levels were high; 85% of respondents were either very or fairly satisfied with the Agency, with just 2% being very or fairly dissatisfied.

There was no overall change in satisfaction since 2011/12, however, the proportion who were very satisfied with the Agency’s overall performance increased significantly from 33% in 2011/12 to 39% in 2012/13; while there was a drop in the proportion who were fairly satisfied from 52% in 2011/12 to 46% in 2012/13.

Overall satisfaction with the Agency was highest amongst respondents living in the North West and the East (92% each) and lowest amongst South East residents (72%). There were no significant differences in satisfaction ratings by age, gender, health or ethnicity.

Satisfaction with Agency’s overall

performance 2012/13

85% 2011-12

85%

When asked how the Agency could improve their performance, almost a third (29%) felt no improvements were needed. Areas where some felt that there was room for improvement were road maintenance, with particular reference to road surfaces and roadworks.

Other areas for improvement mentioned were investment and road building, signage, information and measures to increase feelings of safety.

Increased presence or visibility of traffic officers was also raised as an area for improvement by some respondents, and this correlates with many of the safety issues raised. The comments suggested that network users welcome traffic officer presence on the network to ‘police’ the behaviour of poor drivers, e.g. curb excess speed, and to be on hand to respond to incidents or in case of emergencies, for example:

“Have patrols around where there is lots of traffic congestion to stop poor drivers behaving badly”

“Just to patrol the busy roads more, and keep an eye on irresponsible drivers”

“More vehicles out to watch road management, and they should be given more powers so they can act in the same way as the police so if there is an issue with a vehicle that’s dangerous they can take it off the road”

“Ensure that they maintain a good presence of patrol vehicles on the highways. A greater awareness of what to do if we breakdown on the motorway, I recently experienced this and did not know to call 999”

Congestion was mentioned, but by relatively few people; this appears to be accepted as a ‘fact of life’ with few people feeling that the Agency is able to do much about it.

Feedback provided showed that the majority of respondents were highly satisfied with the Agency and the services provided.

Equality Considerations and Analysis

In order to give proper consideration to the Agency’s equality duties (as set out in Section 149 of the Equality Act 2010), they need to have sufficient information on the outcomes of their work for people with different protected characteristics. This enables them to identify whether there are equality issues that need to be addressed and, in publishing this as part of their equality information, allows readers to hold them to account on how effectively they are delivering against the duty.

Analysis of the travel characteristics of the four groups show that there were differences between them, with the key characteristics being:

- People aged 65+ travelled less frequently on the Agency network than other age groups; and made just 1.6 trips per week on average compared with 2 trips per week for the sample as a whole. Their usage of the network was predominantly for leisure travel rather than work or business.

- Higher proportions of those in the youngest age group travelled as car passengers than as car drivers, and they were least likely to have a driving licence (21% had neither a full nor provisional licence). While confident as passengers, they were those least confident as drivers.

- In general, women travelled less often than men on the Agency’s network and had travelled fewer miles over the past 12 months. When they did travel they were significantly more likely to travel as a passenger in a car than men.

- By ethnicity, very few travel characteristics were significantly different. Any differences that did exist could also be attributed to region of residence. Nearly half (46%) of respondents from the M25 region were non White British – and this region includes London, where travel behaviour is not typical of the rest of England.

- Respondents who had a health issue affecting their mobility were generally older and did not work. This meant they travelled less frequently as fewer commuted or made trips for work purposes.

Overall customer satisfaction with the Agency’s performance over the last twelve months varied between respondent groups, from 79% amongst non White British respondents, to 87% amongst 17-44 year olds and males. However, with the exception of the difference between non White British (79%) and White British (86%) respondents, none of the differences were significant at the 95% confidence interval. There were no differences in the types of comments that were specific to gender, age, disability/health or ethnicity.

The results were very similar for the performance measure, i.e. there were no significant differences in the overall satisfaction levels or experiences of the most recent journey between the groups with protected characteristics.

Analysis of the results across the different groups (gender, ethnic group, mobility impairment and age) show that while travel behaviour varies across groups perceptions and experience of using the network showed no indications of inequality amongst the different groups.

AECOM NRUSS Annual Report 2012/13 12 Capabilities on project: Transportation

1 Introduction

1.1 Introduction and Background

1.1.1 As part of the objective to seek and respond to feedback from road users, the Agency commissions a number of surveys. Since 1995 the Agency has conducted a Road Users’ Satisfaction Survey to monitor awareness and satisfaction amongst network users. Between 2001 - 2010 a rolling programme of surveys (the National Road Users’ Satisfaction Survey (NRUSS)) was used to measure progress against a road user satisfaction Key Performance Indicator (KPI).

1.1.2 In April 2011 the survey changed from a random probability sample survey to a quota survey. The main difference between random and quota sampling is the way in which respondents are selected to be included in a survey. In a random sample, the responding unit – e.g. the person within the household - is chosen at random. Therefore, each member of the study population has a known chance of being selected. In quota sampling, representativeness is defined as achieving a sample that matches the population on a relatively small number of known population characteristics such as age, sex and working status. It is then assumed that a sample that is representative on these characteristics is also representative on other unknown characteristics.

1.1.3 At the same time as changing the sampling approach, changes were made to the content of the survey to record a performance measure together with more qualitative information, to provide insight and to identify customers’ perceptions of the services the Agency provides to inform business improvements and communications.

1.1.4 Due to the change in sampling, the data collected since April 2011 is not directly comparable with that from previous years.

1.1.5 This report covers the results from the fifteenth annual survey in the series and contains an analysis of the 2,040 interviews conducted between April 2012 and the end of March 2013. Comparisons are also made, where appropriate, with data collected between April 2011 and March 2012. A breakdown of the survey results by year forms Appendix B of this report.

1.1.6 The report presents key information on customers’ perceptions and provides insight into what drives satisfaction. The results for the performance measures have been reported to the Agency on a monthly basis throughout 2012/13. Overall satisfaction results for key Agency services (journey time, roadworks, safety, general upkeep and information) are shown in Appendix G in the final Quarterly Report). Detailed results from the survey on specific topics are reported separately, these are:

- Journey time satisfaction monitoring (for Quarters 1 - 4); - Alternative regional scores (Information Notes 140, 6, 11, 21); - Typical speed on motorways (Information Notes 139, 5, 12, 20); and - Open ended question analysis (Information Note 1 and Excel reports for Quarters 1 -

4).


1.2 Equality Analysis

1.2.1 To enable the Agency to meet its general and specific equality duties (under Section 149 Equality Act 2010) we carry out 'equality analysis'. This involves gathering and analysing information to help us consider the impact of our work for different user groups as defined by 'protected characteristics' (For the purpose of this analysis we consider age, race, gender and disability - with the latter category including aspects about mobility impairment).

1.2.2 A breakdown of the survey results by protected charactersitics forms Appendix C of this report.

1.3 Methodology and sampling

1.3.1 In 2012, changes to the Agency’s regional structure were made. The East and West Midlands regions were combined to form a single reporting region, and the M25 region was separated out from the remainder of the South East Region, see Figures 1.1 and 1.2.

Figure 1.1 Highways Agency network - seven regions up to May 2012

Figure 1.2 Highways Agency network - seven regions from June 2012

1.3.2 The survey sample was selected via quota sampling, with the sample structured so that broadly equal numbers of interviews are completed in each Agency region. The sampling procedure changed in September 2012 to reflect the new regions. This results in an unbiased survey sample which is broadly representative of the adult population of England but will differ slightly in distribution from the 2011/12 survey.


1.3.3 A breakdown of the survey results by region of residence forms Appendix D of this report.

1.3.4 To be eligible to take part in the survey, respondents must be aged 17 or over and have used the Agency network at some time in the 12 months preceding the interview. Interviews are conducted in the respondent’s home using Computer Assisted Personal Interviewing (CAPI).

1.3.5 A copy of the questionnaire is in Appendix A.

1.3.6 Where results compared across groups, or by year, are significantly different at the 95% confidence level (that is, the results are not just due to chance), these are highlighted in tables in the report and in the appendices by shading.

1.4 Structure of Report

1.4.1 Chapter 2 presents a summary of the survey respondents for 2011/12 and 2012/13, and highlights any changes in the sample characteristics that are relevant to the survey results. This includes the key travel characteristics of the equality analysis groups.

1.4.2 Chapter 3 describes the last journey made by the respondent, in terms of distance travelled, purpose and frequency of making the journey and overall ratings of the types of road used: motorway, trunk road and local road.

1.4.3 The focus of this report is on highlighting the factors that drive customer satisfaction. Chapter 4 examines journey time on the last trip and Chapter 5 presents experiences of roadworks where encountered. In Chapter 6, safety aspects of the last journey are discussed; Chapter 7 looks at upkeep, and Chapter 8, signage.

1.4.4 In Chapters 4 to 8, factors that contribute to or suppress satisfaction are highlighted with reference to the ‘performance measure’, such that a higher score indicates a higher proportion of respondents being ‘satisfied’.

1.4.5 The calculation method for the performance measure is shown in Appendix H. In summary, each of five key aspects of the Agency (Journey Time, Roadworks Management, Safety, General Upkeep and Information Provision) are rated on a five point scale, as illustrated below for journey time as an example. The total proportion satisfied is 80% (very satisfied, 60% + fairly satisfied, 20%), so the performance measure here would be 80.00.

Very satisfied 60% Fairly satisfied 20%

] 80.00

Neither satisfied nor dissatisfied 5% Fairly dissatisfied 5%

Journey time

Very dissatisfied 10%

1.4.6 When the performance measure is calculated across all aspects, or combined across motorways and trunk roads, it is not a true proportion; hence the convention in presentation of the measure is in the format xx.yy (to two decimal places), whereas if referring specifically to the proportion who are satisfied (or otherwise) we use x% (no decimal places).

1.4.7 In Chapter 9 other services provided by the Agency are analysed.


1.4.8 Further results are provided in Appendices B to D. This report, together with the final quarterly report provides analysis of the majority of the survey questions. However, the datasets for both 2011/12 and 2012/13 include other variables that may be of interest. Information on what further analysis is available is shown in Appendix E. Appendix F shows other work conducted in 2012/13 and the final quarterly report for 2012/13 forms Appendix G. The calculation method for the performance measure is shown in Appendix H.


2 Survey Respondents

2.1 Introduction

2.1.1 In order to give proper consideration to the Agency’s equality duties within the Equality Act 2010 (as mentioned in 1.2.1), the Agency needs to have sufficient information on the outcomes of their work for people with different protected characteristics. This enables them to identify whether there are equality issues that need to be addressed. Publishing this as part of their equality information, allows readers to hold them to account on how effectively they are delivering against the duty.

2.1.2 This section presents the characteristics of the survey sample for both the 2011/12 and 2012/13 survey samples, and also explains different travel experiences, satisfaction levels, and characteristics such as frequency of travel, miles travelled per year and reasons for travel, against the protected characteristic variables which for the purposes of the Agency’s network are:

- Age – 17 to 24 years / 25 to 44 years / 45 to 64 years / 65 and over

- Gender – Male / Female

- Ethnic group – White British (WB) / Non-White British (NWB)

- Disability – Mobility Impaired (MI) / Non-Mobility Impaired (NMI)

2.2 Summary

Analysis of the travel characteristics of the four groups show that there were some differences between them, with the key characteristics being:

- People aged 65+ travelled less frequently on the Agency network than other age groups; and made just 1.6 trips per week on average compared with 2 trips per week for the sample as a whole. Their usage of the network was predominantly for leisure travel rather than work or business, since very few of this group are in employment.

- Higher proportions of those in the youngest age group travelled as car passengers than as car drivers, and they were least likely to have a driving licence (21% had neither a full or provisional licence). While confident as passengers, they were those least confident as drivers.

- In general, women travelled less often than men on the Agency’s network and had travelled fewer miles over the past 12 months. When they did travel they were significantly more likely to travel as a passenger in a car than men.

- By ethnicity, very few travel characteristics were significantly different. Any differences that did exist could also be attributed to region of residence. Nearly half (46%) of respondents from the M25 region were non-White British.

- Respondents who had a health issue affecting their mobility were generally older and did not work. This meant they travelled less frequently and fewer commuted or made trips for work purposes.


2.3 Sample of respondents

2.3.1 The characteristics of respondents interviewed in 2012/13 were very similar to those interviewed in 2011/12, as shown in Table 2.1.

Table 2.1 Sample by Protected Characteristics and year 2012/13

% 2011/12

% 17-24 8 10 25-44 31 32 45-64 35 34 65 + 26 23

Age Group

Base 2034 2058 Male 51 49 Female 49 51

Gender

Base 2040 2058 White British 88 89 Other 12 11

Ethnic Group

Base 2037 2058 Yes 8 10 No 92 90

Mobility Impairment

Base 2040 2055

2.3.2 Appendix C shows the survey responses for each of the groups shown in Table 2.1, and highlights any significant differences between the groupings.

2.3.3 Analysis of the 2012/13 sample showed that there are very few differences in overall satisfaction levels with the Agency, between groups, as shown in Figure 2.1. However, respondents who were not White British were significantly less satisfied than those who were (79% compared with 86%).

Figure 2.1 Overall satisfaction with Agency

87 87 85 85 87 84 82 86 86 79

12 11 12 14 11 14 15 12 1217

1 2 3 2 2 2 3 2 2 4

102030405060708090

100

17-24 25-44 45-64 65 + Male Female Yes No White -British

Other

Age Group Gender Mobility Impairment Ethnicity

%

Satisf ied Neither Dissatisf ied

How satisfied or dissatisfied are you with the Highway Agency’s overall performance in the past 12 months? Base: 135 571 673 466 963 887 143 1707 1643 204


2.4 Travel characteristics by age

2.4.1 The sample was analysed across four age categories. Around a third each were between 45 – 64 years old (35%) or between 25 – 44 (31%). This broadly matches the profile for England (based on 2011 Census figures); although the survey sample had slightly fewer respondents in the youngest, and slightly more respondents in the oldest age groups (8% aged 17-24 compared with 13%, and 26% compared with 20%).

2.4.2 Analysis shows that the travel characteristics of those aged 25-64 tend to differ from those in the younger and older groups, with the key differences in terms of travel behaviour between them being in access to cars, employment status and hence frequency of travel.

2.4.3 Just 56% of 17-24 year olds had a full driving licence compared to 89% of those over 24 years old, although significantly more, 23%, had a provisional licence. Just 7% of those aged 25-64 had no licence, significantly fewer than the 21% of 17-24 years olds and 15% of those aged 65+. Consequently, a third of young people had not driven in the last year, whereas just 10% of those aged 25-65 had not done so.

2.4.4 The type of road user varied across age groups. As Figure 2.2 shows, respondents aged 17-24 were significantly more likely to travel as passengers than as drivers, especially in a car (82%) - more than any other age group. Just over three fifths, 61%, of this age group were car drivers, fewer than other age groups.

Figure 2.2 Travel mode by age group

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Car Van Goods vehicle, bus or coach Motorcycle Car Van Bus or coach

Have you travelled on the motorway or trunk road network in the last 12 months as...? Respondents could give more than one answer. Base: 17-24 165, 25-44 629, 45-64 716, 65+ 524

2.4.5 Respondents were asked how often they travelled on the network using each mode. From this, the number of trips per week has been estimated to illustrate the relative usage of the network by mode by age group, as shown in Figure 2.3. Respondents aged 65 and over travelled less often than other age groups overall, with 1.6 trips per week. Young people made 1.9 trips per week, fewer than the 2.1 for those aged 25-64.


Figure 2.3 Estimated weekly trips by mode by age group

0.0

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2.5

17-24 25-44 45-64 65 +

Motorcyclist

Passenger in a bus or coach

Driver of a goods vehicle, bus or coach

Passenger in a van

Passenger in a car

Driver of a van

Driver of a car

How frequently do you travel on the motorway and trunk road network as...? Respondents could give more than one answer Estimated trip based on responses (Once a week or more = 2 trips, less than once a week =0.5). Base: 17-24 165, 25-44 629, 45-64 716, 65+ 524

2.4.6 Just 3% of people in the oldest age group were in employment, so their predominant use of the network is for leisure purposes. Whereas almost all respondents use the network for leisure, almost a third of those aged 25-64 also use it when travelling on business, and around a third of this group also use it for commuting. As shown in Figure 2.4, younger people use the network for commuting and business around half as much as those aged 25-64.

Figure 2.4 Use of the network by age group

1635

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How frequently do you use MOTORWAYS or TRUNK ROADS / the network for... Base: 17-24 165, 25-44 629, 45-64 716, 65+ 524

2.4.7 For the last trip made on the network, a third of those trips made by the oldest age group were visiting friends or relatives, higher than for the other groups, and in general this group made far fewer time critical trips such as commuting and business.


2.5 Travel characteristics by gender

2.5.1 The proportions of male and females interviewed were broadly equal, with 51% of respondents being male and 49% being female (2011 Census statistics of population aged 17+ in England – 51% females and 49% males).

2.5.2 Table 2.2 shows a summary of the key travel characteristics by gender. Women generally drove less than men; just 79% had a full licence and they were more likely to be passengers than drivers. More than a fifth, 21%, had not driven in the previous twelve months, compared with just 7% of men.

Table 2.2 Travel Characteristics by Gender Gender

Total % Male

% Female

% Full licence 86 94 79 Provisional licence 3 2 5 None 10 5 17

Full or provisional licence

Base 2040 1042 998 As a driver of a car 83 90 75 As a driver of a van 7 12 2 As a passenger in a car 61 47 76 As a passenger in a van 4 6 3 As a driver of a goods vehicle, bus or coach 3 4 2 As a passenger in a bus or coach 12 9 15 Motorcycle 3 4 1 Other 1 1 1

How usually travel on network Note: Multiple response hence sum to more than 100%

Base 2040 1042 998 Commuting 22 26 18 Business 21 31 12 Leisure 97 98 96

Use network for...

Base 2040 1042 998 1 to 4999 21 16 26 5000 to 9999 32 34 30 10000 to 14999 21 24 17 15000 to 19999 5 7 3 20000 to 29999 4 6 2 30000 + 4 6 1 None 14 7 21

Annual Mileage

Base 2011 1030 981 Note: where columns do not sum to 100 it is due to rounding

2.5.3 Similar proportions of males and females were working (56% males and 52% females); however there were differences between proportions working full time (51% males and 33% females) or part time (5% males and 19% females) by gender.

2.5.4 Males were more than twice as likely to use the network for business travel as were females (31% compared with 12%). On the last trip recorded on the network significantly more females were travelling for shopping (18%) and visiting friends and relatives (30%) than males (14% and 24% respectively).

2.5.5 Females were also significantly more likely to have been travelling with other people, especially with children on the last trip (36% compared with 21% for males).


2.5.6 Females tend to be less confident drivers and passengers than males; 11% described themselves as fairly nervous driving on a motorway compared with just 2% of males.

2.6 Travel characteristics by ethnic group

2.6.1 Eighty eight percent of respondents classed themselves as White British (WB), as shown in Figure 2.5, with the remainder comprising a wide range of ethnic groups (Non White British - NWB). 2011 Census figures for England show that 86% of the population classed themselves as WB.

Figure 2.5 – Ethnic Groups

White - British88%

Asian4%

Black background1%

Mixed background1%

Another white background

5%

Other1%

Other12%

To which group do you consider you belong? Base: White British 1798, Not White British 239

2.6.2 There were differences in the ethnic groupings by Agency region, with the M25 region incorporating 19% Asian, 15% other white, and just 54% White British.

2.6.3 There were few significant differences between the travel characteristics of ethnic groups. A higher proportion, 67% of non White British respondents were in employment, and slightly more use the network for commuting, though slightly fewer use the network for business travel.

2.7 Travel characteristics by mobility impairment

2.7.1 Overall, 9% of respondents said that their health made it difficult to travel, but this proportion increases with age group of respondent, with just 1% of those aged 17-24 having impaired mobility compared with 15% of those aged 65 or over, as shown in Table 2.3.


Table 2.3 Mobility issues by age groups Age Group

17-24 25-44 45-64 65+ Total Is there anything about your health that makes it difficult for you to travel? % % % % %

Yes 1 3 10 15 9 No 99 97 90 85 91 Base 165 629 716 524 2034

2.7.2 A quarter of those with a mobility impairment (MI) had no driving licence, significantly more than other people (9%), and many fewer worked (16%) compared with 55% of other respondents. Unsurprisingly therefore, this group travelled less frequently, and less far:

- Average 3,950 miles per year, compared with 8,786 of others

- 39% travelled on the network once a week or more, compared with 61% of others

2.7.3 On the last trip made, significantly fewer, 15%, of MI respondents travelled alone than did others, and significantly more, 51%, were the passenger compared with just 26% of other respondents.

2.7.4 Those with a MI felt less confident when travelling in general, and this was particularly the case on motorways. Fewer than half said they were very confident drivers on motorways, and just 29% felt very confident as passengers as shown in Figure 2.6.

Figure 2.6 – Attitudes to travel

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Driver on trunk roads Passenger on trunk roads

%

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Neither conf ident nor nervous

Fairly conf ident

Very conf ident

Base 116 1610 165 1822 125 1672 168 1825

2.8 Customer satisfaction

2.8.1 The performance measure for the last trip on an Agency road varied only slightly between respondent groups, from 90.25 amongst females up to 92.58 amongst 17-24 year olds, with very few of any group being dissatisfied. There were no differences in the types of comments that were specific to gender, age, ethnicity and disability aspects including mobility/health.


3 Characteristics of Last Journey

3.1 Introduction

3.1.1 Respondents were asked to recall the most recent trip they made using an Agency road and provide details about the trip, including the time and distance, purpose of the journey and experiences on the journey.

3.1.2 The performance measure for customer satisfaction is derived from satisfaction ratings on a 1 to 5 scale for the motorways and trunk roads used on the last trip, for five key features:

- Journey Time

- Roadworks Management

- Safety

- General Upkeep

- Information Provision

3.1.3 In this section we present an overview of the respondent’s most recent trip, and highlight any factors that impact on the performance measure. Chapters four to eight will look at each of the above five aspects and examine in detail particular drivers that affect respondent satisfaction levels with each.

3.1.4 All aspects of the last journey have been examined by key variables such as age and gender, as well as year, journey purpose and journey distance. Where there are differences in the findings, these are reported in the text. For some analyses, respondents’ region of residence is considered; however, the journey being made may not have been wholly or partly within that region which means analysis by region of travel is complex; analysis conducted elsewhere has looked at this aspect (see Information Notes 7, 10, 17 and 22).

3.2 Performance over time

3.2.1 The performance measure for the last journey for 2012/13 was 90.73. This is slightly below the score recorded for 2011/12 (91.48). For 2012/13 the motorway score was slightly higher than for the trunk road score (91.10 and 90.31 respectively). Figure 3.1 shows scores for both motorways and trunk roads by month, illustrating that there is variation each month, between 87.70 and 94.39 for motorways and between 88.05 and 93.14 for trunk roads.

3.2.2 Although both the scores show a decline over time, this is very slight and not indicative of future performance. The motorway scores show a very weak seasonal relationship, with an increase in the scores in the spring/summer followed by a decline in autumn, but this is not apparent in the trunk road scores.

3.2.3 As will be shown in this report, the changes in scores observed in 2012/13 are attributable to slight changes in journey characteristics recorded between the two years.


Figure 3.1 Performance measure over time

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3.3 Journey characteristics

3.3.1 To help understand the factors that can influence customer satisfaction, the survey includes a series of questions to set the context of the journey, including:

- Origin and destination

- When and why the journey was made

- Who made the journey and how

3.3.2 The key characteristics of the trips being made are now discussed, and where there are impacts on satisfaction (i.e. the performance measure) these are highlighted.

3.3.3 The CAPI programme randomly selects which half of the journey, outward or return, the respondents should consider. The performance measure for outward journeys was slightly higher at 91.03 than for return (90.90) and intermediate journeys (those that neither started nor finished at home – e.g. many business trips) (81.22) but not significantly so.

3.3.4 Most of the journeys had taken place less than a week before the interview (57%), and a further 16% of journeys were conducted one to two weeks before the interview. Just 4% of journeys had been made more than three months previous to the interview. The time elapsed since the last trip had no effect on the performance measure.

Almost three quarters of journeys were

undertaken less than two weeks before

survey

3.3.5 As in 2011/12, almost a quarter (24%) of journeys commenced during the weekday peak periods (14% between 7am – 9.30am and 9% between 4pm - 6.30pm). Over half (53%) departed after 9.30am and before 4pm, including 35% travelling on a weekday and 18% during the weekend. Departure time did not affect the performance measure.

3.3.6 Over a third (34%) of journeys took place at the weekend (17% on Saturday and 15% on Sunday), with a further 14% on a Friday.


3.3.7 Over a quarter of journeys made on a Saturday were for leisure or entertainment (26%) whilst 24% were for shopping, compared to just 1% made for regular trips to/from work. The performance measure for journeys that took place at the weekend (92.62) was higher than those that were during a weekday (89.92).

3.3.8 Visiting friends or relations was the type of trip made by more than a quarter of respondents (27%) while almost a fifth (19%) had been travelling for leisure or entertainment and 16% for shopping. Commuting accounted for 9% of trips, see Table 3.1, as in 2011/12, while the proportion of trips made on employer’s business increased to 10% from 8%.

Increase from 2011/12 of non-leisure

journeys from 25% to 28%

3.3.9 Respondents aged 25 to 44 years old were significantly more likely to be making a regular trip to/ from work (93%) compared to just 5% of those aged 65 or older. Those aged 45 to 64 years old were significantly more likely to be travelling on employers business compared to just 7% of those in the lowest age group (17-24).

3.3.10 Similarly, males (15%) were significantly more likely to be travelling on employers business than females (4%). Whereas females were significantly more likely to be visiting friends or relatives (30% compared to 24% of males) or shopping (18% compared to 14% of males).

Table 3.1 Journey purpose by protected characteristics

Age Group Gender Mobility Impaired Ethnicity

Total %

17-24 %

25-44 %

45-64 %

65 + %

Male %

Female %

Yes %

No %

White British

% NWB

% Regular trip to or from work

9 16 93 71 5 10 9 * 10 9 13

Employer’s business

10 7 83 96 8 15 4 1 10 9 12

Education 1 17 3 7 0 1 2 1 1 1 1 Holiday 7 7 36 49 52 7 7 12 7 7 5 Visiting friends or relations

27 37 156 184 175 24 30 35 26 26 38

Shopping 16 23 92 109 102 14 18 14 16 17 11 Leisure or entertainment

19 36 115 118 111 20 17 15 19 20 10

Personal business

8 12 37 57 47 7 8 16 7 8 5

Other 4 10 14 25 24 2 5 8 3 3 5 Base 2040 165 629 716 524 1042 998 173 1867 1798 239

‘*’ Denotes proportion less than 1% but greater than 0. Shading denotes significant difference between sub-groups – i.e. shaded cells are significantly different to the un-shaded cell value

3.3.11 There were differences in the performance measure by journey purpose, with those trips that were made in connection with leisure (including shopping) scoring higher than non-leisure trips (including business and commuting), see Figure 3.2. This is consistent with weekend trips scoring more highly, as this is when more leisure trips tend to be made. Respondents making journeys on a weekday were significantly more likely to experience delays (34%) compared with

Satisfaction levels lower

for non-leisure trips, and fewer of

these in 2012/13


those making trips on a weekend (25%).

Figure 3.2 Performance measure by journey purpose

92.96 91.71 91.34 90.94 90.40 88.89 88.89 88.82 88.62

0

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40

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Leisure or entertainment

Shopping Education Visiting friends or relations

Personal business

Regular trip to/from work

Other Holiday Employers business

%

What was the main purpose of this trip? Base: 383 323 27 550 152 182 72 144 192

3.3.12 The average distance travelled by all respondents on their most recent journey was 47 miles, and the median distance was 25 miles (i.e. half of trips were of 25 miles or less), these figures have remained the same since 2011/12. Just over three fifths (63%) of respondents had travelled up to 40 miles on their most recent journey on the network. Ten percent had travelled between 100 - 199 miles, and 3% had travelled 200 miles or more.

3.3.13 As shown in Figure 3.3, journeys for holidays were the longest (110 miles) and shopping the shortest (19 miles).

Figure 3.3 Distance of last trip (miles)

110

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4336 35

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19

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Holiday Visiting f riends /relations

Employer's business

Leisure/ entertainment

Personal business

Other Education Commuting Shopping

Mile

s

What was the main purpose of this trip? Base: 144 554 195 383 153 73 27 182 326


3.3.14 There were no notable differences in performance scores by journey distance, even though this might be expected as there is an increased chance of encountering roadworks and traffic on longer journeys. Journey purpose demonstrated a more notable effect on performance measure than the journey distance, as shown in Table 3.2.

Table 3.2 Performance measure by purpose and distance Distance Non Leisure Leisure* Overall score Base Under 40 miles 89.81 92.43 91.50 1286 40-99 miles 88.46 91.01 90.30 484 100 miles or more 88.40 89.32 89.08 270 Base 560 1407

‘*’ Leisure journeys refer to a journey made for holiday, visiting friends or relations, shopping and leisure or entertainment

3.3.15 Almost a third (31%) of respondents were travelling alone on their last journey, very similar to the 30% in 2011/12. The performance measure for most recent journey was higher, although not significantly, when respondents were travelling with other people (91.36) compared to those just travelling on their own (89.33).

3.3.16 Travelling alone varied by journey purpose: 79% of commuters were alone as were 66% of business travellers, while just 3% of those travelling for a holiday were alone. For all leisure trips, just 20% of journeys were made alone, compared with 60% for non-leisure trips. A ‘leisure effect’ was observed amongst lone travellers, with lone, non-leisure trips having a lower performance measure (87.91) than lone leisure trips (90.97), but for groups, there was no difference in the performance measure for leisure trips compared with others.

3.3.17 The respondents who were significantly more likely to be travelling on their own were those aged 25 to 44 (34%) and 45 to 64 (35%), male respondents (35%) and NMI (31% although not significantly). Respondents who were very confident travelling as a driver on motorways were significantly more likely to be travelling on their own on their last journey (39%), than those fairly confident (33%), fairly nervous (22%) or very nervous (12%).

3.3.18 On the last journey, 69% stated that they were the driver, 28% were passengers, and 3% shared the driving with someone else, very similar to the proportions in 2011/12. Those who had shared the driving gave a slightly higher satisfaction score (91.07) compared with those who were the driver (90.83) or a passenger (90.42) on their most recent journey.

3.3.19 Respondents who had made the journey before were asked how it compared to previous journeys. This question was included to ensure that respondents were not just recalling ‘poor’ journey experiences. Almost three quarters (72%) stated that it was about the same (91.78), almost a fifth (19%) felt it was better (94.63) and 9% thought it was worse (73.52). This demonstrates a consistency in the respondents’ recall of that journey not overly influenced by ‘selective’ memory. In 2011/12, significantly fewer, 7% said the journey was worse than usual, which may contribute to the drop in performance measure observed.

The sample of journeys in the

survey, and hence

performance measure, is

robust


3.4 Last journey – comparison of local and Agency roads

3.4.1 While the performance measure tracks both motorway and trunk road perceptions, virtually all journeys will include local roads. To gain a comparison of Agency and local roads, respondents were asked, on a scale of 1 to 10, how they would rate their most recent journey; 1 being an extremely poor journey and 10 an extremely good journey, separately for local roads, motorways and trunk roads as appropriate. It should be noted that respondents are asked this question before they are asked to rate specific aspects of their journey, including delays, roadworks, safety and information.

3.4.2 The average scores given by respondents for motorways, 8.0 (8.1 in 2011/12) and trunk roads, 7.8 (8.0 in 2011/12) were significantly higher than for local roads, 7.1 (7.1 in 2011/12). Both motorway and trunk road scores dropped slightly from 2011/12.

3.4.3 The proportions giving each score are shown in Figure 3.4. This shows that the score given most frequently for all road types was ‘8’, but whereas for local roads, close to half (48%) gave this score or higher, almost three quarters (73%) gave scores of 8 or higher for motorways, and 65% scored 8 or higher for trunk roads.

Figure 3.4 Scores by road type

* 13

5

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7

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On a scale of 1 to 10, where 1 is an extremely poor journey and 10 is an extremely good journey, how would you rate your journey between A and B, for the section that was on local roads / motorways / trunk roads Base: Local Roads, 2037 (3 missing), Motorways 1362 (3 did not know), Trunk Roads 1203

3.4.4 Very few respondents gave low scores for motorways or trunk roads, compared with local roads, which are clearly seen as very different.

3.4.5 Respondents were asked ‘Why do you say that?’ after giving their scores. The comments reveal that, for local roads, the condition of the road surface is the most negative aspect, with many of those giving the lowest scores of 1-3 mentioning a poor road surface, potholes in particular. Other aspects associated with low scores were traffic congestion, poor driving, speed humps, roadworks, narrow roads and parked vehicles.

3.4.6 For motorways, analysis of the comments show that aspects associated with the highest scores were that motorways were ‘quick’, ‘direct’, ‘free flowing’, safe’ and ‘easy to use’. Scores above the average were also associated with the absence of issues e.g. the absence of traffic, delays and roadworks resulted in high scores while comments on their presence were associated with lower scores.


3.4.7 Those giving motorways a rating of 8 or above typically mentioned there being no delays or hold ups or the absence of any issues or problems relating to the journey.

“They have a good surface, they were not too congested, well lit and easy to drive on” (10)

“The traffic moved well, straight on, straight off, a good journey” (9)

“The traffic was quite light, weather was very good, visibility very good, I was not stressed about the trip” (10)

3.4.8 Conversely, those giving poor ratings (giving a rating score of 1 to 3) for motorways noted the volume of traffic, the slow speed of traffic, variable speed limits, poor road surface and diversions.

“Was very frightened when a coach driver travelling behind me kept using his horn because I was only travelling at 50mph” (1)

“Volume of traffic very heavy and very slow speeds, we were diverted off the motorway on more than one occasion so we had a much longer more complicated journey than we should have had” (1)

“Inside lane is very badly rutted and it affects the steering on my motorhome making it difficult to control” (3)

3.4.9 For trunk road users, the features about the journey associated with high scores were no delays or hold ups on the roads, with reference to clear, flowing traffic. Furthermore a good road surface, good signage and the absence of issues or problems on the roads also contributed to a high rating.

“A really easy journey, again it was clear no stopping and starting we just drove straight through” (10)

“No hold ups, no hassle and hardly any traffic even though it was raining” (10)

“No problems no hold ups, the road surface was good, no traffic cones, all straight forward driving” (10)

3.4.10 Comments made by those giving the lowest scores included reference to potholes and poor road maintenance, heavily congested traffic, roadworks causing tailbacks, lorries, bad weather and the mention of the behaviour of other drivers in the poor weather. Comments by respondents relating to a ‘poor road surface’ were associated with the scores below average, while mention of a ‘good surface’ typically merited a score of 8 or 9.

3.4.11 The following comments illustrate the views of those who gave a poor rating (of between 1 to 3) on trunk roads are listed below;

“The amount of unavoidable potholes, some two inches deep, ruts between the lanes that nearly caused an accident. The road retains a lot of surface water, the foreign lorry drivers are dangerous and need monitoring” (2)

“Weather was absolutely appalling, people were driving badly in the pouring rain” (1)

3.4.12 Trips made for pleasure (e.g. leisure, shopping, holiday, visiting friends / relations) generally had higher ratings.


3.4.13 Journeys that experienced a delay were on average rated lower than those without a delay (Table 3.3). This also shows that being delayed on any road can affect the overall perception of a trip, as being delayed on a local road suppresses the ratings for motorways and trunk roads, even when not delayed on Agency roads.

Table 3.3 Journey Rating by Delays

Rating of local

roads Rating of

Motorways Rating of Trunk

roads Not delayed Mean 7.3 8.4 8.1 N 1412 895 848 Delayed on local road

Mean 6.1 8.2 7.6

N 121 72 65 Delayed on Agency road

Mean 6.9 7.0 7.1

N 496 393 282 Total Mean 7.1 8.0 7.8 N 2029 1360 1195

3.4.14 Furthermore, journey scores were affected by severity of delay. Where respondents were delayed between 1 to 15 minutes, an average score of 7.6 was given for motorways, but this dropped to 4.9 for journeys delayed by over an hour. For trunk roads, an average score of 6.8 was given for delays between 1 and 15 minutes, and this dropped to 5.9 where delayed by 31 to 60 minutes.

3.4.15 As shown in Figure 3.5, for those journeys made wholly within one region, the average scores for each road type show that motorways in the East received the highest average score, 8.6, and trunk roads in the East, South West and Yorkshire and the North East scored 7.9, higher than other regions.

3.4.16 The lowest score for motorways was in the M25 region (7.4); trunk roads in the North West (7.7) had the lowest score.

Figure 3.5 Scores by region (travelled in one region only)

8.0 8.1

7.4

8.6

7.98.2

8.07.7

7.8 7.9 7.9 7.9 7.8

6.0

6.5

7.0

7.5

8.0

8.5

9.0

North West Midlands M25 East South West Yorkshire and the North

East

South East

Motorways Trunk Roads

Motorways 244 164 34 98 130 179 136 Trunk roads 38 234 0 223 175 177 231


3.5 Traffic Officers

3.5.1 As shown in Table 3.4, just under one fifth (19%) of respondents saw traffic officers on their most recent journey, and this figure rose to a quarter for males (26%), and to almost a quarter for respondents aged 25-44 years (22%) and 45 to 64 years (23%). There was a fall in the proportion seeing traffic officers, from 22% in 2011/12.

Table 3.4 See traffic officers on last journey? Age Group Gender Ethnicity

Total

% 17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

White British

%

Non White British

% Yes 19 18 22 23 11 25 14 19 23 No 81 82 78 77 89 75 86 81 77

Base 1862 148 591 647 471 965 897 1635 224 ‘*’ Denotes proportion less than 1% but greater than 0. Shading denotes significant difference

3.5.2 There was a slight difference in the performance measure for those who had seen traffic officers; 90.95 compared with 91.10 for those who had not seen traffic officers on their most recent journey. This could be explained by the consideration that where trips were longer, the likelihood of both seeing traffic officers and being delayed increase.

3.5.3 Frequent drivers were significantly more likely to have noticed traffic officers on their most recent journey (21%) than non frequent users (19%).

3.5.4 The proportion of respondents who saw traffic officers on their most recent journey increased significantly with journey distance, as shown in Figure 3.6.

Figure 3.6 Proportion that saw traffic officers on last journey by journey distance

7

17

26

32

43 42

0

10

20

30

40

50

Under 20 miles 20-39 miles 40-59 miles 60-99 miles 100-199 miles 200 miles or more

%

Thinking about the journey you told us about between A and B, did you see any Highways Agency Traffic Officers or patrol vehicles? Base 672 524 223 214 179 50

AECOM 2012/13 32 Capabilities on project: Transportation

4 Last Journey: Experiences and satisfaction with journey time

4.1 Introduction

4.1.1 In this chapter satisfaction with journey time are explored. Respondents rated satisfaction with journey time on their most recent journey on the network:

“How satisfied or dissatisfied would you say you were with the journey time between <A> and <B> for the section of the journey that was on motorways? / trunk roads?

4.1.2 High proportions were satisfied; 88% for motorways and 91% for trunk roads, giving an overall performance measure of 88.98, as shown in Table 4.1. However for both motorways and trunk roads, satisfaction scores for the 2012/13 period have decreased from 2011/12.

Table 4.1 Journey time satisfaction ratings and performance measure Motorways Trunk Roads Overall

Journey time satisfaction 2012/13

% 2011/12

% 2012/13

% 2011/12

% 2012/13

2011/12

Very satisfied 65 62 59 63 Fairly satisfied 23 29 31 28 Neither satisfied nor dissatisfied 5 4 6 4 Fairly dissatisfied 5 5 3 4 Very dissatisfied 2 1 1 1 Base 1357 1286 1193 1348 2020 2047 Performance measure 88.06 90.59 90.03 91.39 88.98 91.00

Although high proportions of respondents are satisfied with the time of their journeys, they can become dissatisfied for a number of reasons, the main issue was being delayed, and dissatisfaction increases with the length of delay, as might be expected.

There are distinct types of journey; those which are time critical, which includes most journeys to work, on employer’s business or personal business, while arriving on time is far less important for leisure trips.

The reduction in journey time performance measure over the year is small and the reasons are complex. Although the sample of journeys recorded by respondents is broadly similar to the previous year, there were slightly more non leisure trips. The change in sampling/restructuring of regions could also have played a part, although this is difficult to quantify.

However, the factors that are associated with lower satisfaction with journey time were more prevalent in 2012/13 than in 2011-12, so the fall in the performance measure is understandable:

Being delayed (24% delayed on Agency roads compared with 21%);

Length of delay (average 23 minutes compared with 22 minutes).


4.1.3 The factors which could affect satisfaction with journey time are now explored, including:

- By respondent characteristics

- By characteristics of the last trip (purpose, mode etc)

- By experiences on the last journey

4.1.4 Young people (17-24) were the most satisfied by age group, with a performance measure of 92.23 compared to just 86.36 for those aged 45 to 64 years old. Females were also more satisfied (90.03) compared with males (87.99). White British respondents were more satisfied (89.13) than Non White British respondents (87.79). However, each of the differences observed are largely related to the type of journey being made, and the journey experience rather than personal characteristics.

4.2 Characteristics of last trip

4.2.1 The majority, 91% of respondents travelled by car on the last trip on the network, with 4% travelling in a van and 3% by bus or coach. As shown in Table 4.2, those travelling by car were least satisfied with journey time (88.71), while all of those in a taxi were satisfied (100.00). For car users, those travelling alone were even less satisfied (84.73), while those who shared the driving were most satisfied (94.67).

Table 4.2 Journey time performance measure by mode used on their most recent journey

Journey time satisfaction by mode Performance

Measure N % Taxi 100.00 8 * Bus or coach 94.44 58 3 Motorcycle 94.12 14 1 Van 89.52 83 4 Lorry/ HGV 89.47 13 1 Car 88.71 1854 91

NB Excludes 10 ‘other’ modes (5 motorhome, 4 minibus, 1 pickup truck)

4.2.2 Those trips which formed the return leg, i.e. those with the destination as ‘home’ had almost the same performance measure for journey time as all trips (88.92), while for intermediate trips this was 77.59 (n=45). These trips, which neither started nor finished at home were mostly made in connection with work, i.e. on employer’s business (n=31).

4.2.3 For outward trips, respondents travelling on employer’s business were the least satisfied, with a performance measure of 81.08, as shown in Figure 4.1.

4.2.4 For outward non-leisure trips (commuting, business, education and personal business) the performance measure was lower than average, at 84.82, while for leisure trips (visiting, shopping and leisure) it was higher, at 91.26. This suggests that people may be more predisposed to be satisfied if their destination is ‘rewarding’ rather than ‘functional’ but, as shown later, delay was more prevalent on these types of journey (non-leisure), and arriving on time was more important, and these factors had more effect on the score than the actual purpose of the journey.


4.2.5 As might be expected, satisfaction with journey time was lower when the respondent’s most recent journey commenced on a weekday between 07:00 and 9:30am (85.23) and between 16:00 and 18:30 (82.05). This is consistent with the scores for journey purpose, as this is when the majority of commuting trips were made.

4.2.6 Outward trips to education appear to have had the highest performance measure (94.74) while for the return leg it was just 84.62, as shown in Figure 4.1. However, the base for these trips was low.

Figure 4.1 Journey time performance measure by main purpose: Outward and Return

87.13

81.08

94.74

87.72

90.70

92.08

92.21

87.85

87.80

85.71

88.35

84.62

85.57

88.20

91.25

91.03

90.41

90.91

0 10 20 30 40 50 60 70 80 90 100

Commuting

Employer's business

Education

Holiday

Visiting friends/relations

Shopping

Leisure / entertainment

Personal business

Other

%Outward Return

What was the main purpose of this trip?

Base Commuting Employer's business Education Holiday

Visiting friends/ relations Shopping

Leisure / entertainment

Personal business Other

outward 88 83 17 75 265 177 189 92 37

return 95 82 10 66 285 148 192 60 36

4.2.7 A number of factors have been examined to see what effect they have on journey time satisfaction, including timing of the trip, delays, planning for delay, and the importance of arriving on time.

4.2.8 Customer satisfaction and the degree to which expectations are met are strongly related so for journey time, it is to be assumed that arriving when expected would be a key indicator of satisfaction.

4.2.9 However, arriving on time was not important to most respondents for the sample of trips being made: it was ‘extremely important’ to just 9% and ‘very important’ to 10% while it was not at all important for more than two fifths (62%). Around half of the sample comprises return trips, and for these, arriving on time was of less importance, being extremely important to just 4% of respondents and of no importance to 76%, as shown in Figure 4.2. For outward trips it was important in 49% of cases.


Figure 4.2 Importance of arriving at the expected time by journey purpose

27

30

59

23

2

1

6

26

35

13

4

43

23

18

6

7

2

8

32

27

14

6

23

38

12

19

26

6

31

18

24

23

13

7

9

12

51

65

91

55

24

14

49

76

0 20 40 60 80 1

Regular trip to/ f rom work

Employer's business

Education

Holiday

Visiting f riends or relations

Shopping


Personal business

Other

ALL OUTWARD

ALL RETURN

% 00

Extremely important Very important Fairly important Not at all important

Base: Regular trip to/from work (88), Employer's business (82), Education (17), Holiday (75), Visiting friends/relations( 265), Shopping (177), Leisure/entertainment (189), Personal business (92), Other (37) All Outward (1022) All Return (974)

4.2.10 As might be expected, arriving on time is more important where the trips made were for work, personal business or employer’s business. For outward trips, arriving on time for work was extremely or very important to 70% of commuters, and similarly, for 76% of those travelling to education. For leisure (entertainment, shopping or visiting friends or relatives), fewer trips were time critical, with just 31% saying arrival time was important.

4.2.11 There appears to be a relationship between respondents’ driving habits and the importance of arriving on time, regardless of the purpose of the journey being made. Arriving on time was important for 37% of all drivers, but was important to 45% of those who tend to driver faster (75mph + on motorways), and to fewer, 26% of those who tended to drive at 65mph or less, as shown in Table 4.3.

4.2.12 Furthermore, this difference was the case regardless of journey purpose; but particularly large for non-leisure trips and homeward trips, with the proportion who said arriving on time was important increasing with average driving speed. This reflects variations in how people value time and implies that this is translated to how they drive.

Table 4.3 Proportion for whom arriving on time was important

Outward Trips Typical Speed on motorway

Non-leisure %

Leisure %

Return home %

All % Total

Under 65 mph 76 26 16 26 294 66-75 87 35 25 38 1033 75+ 93 33 28 45 342 All drivers 88 33 24 37 1669 Base 281 571 817 1669

Note: column proportions do not sum to 100%. Proportions shown are for drivers in each speed band


4.2.13 Analysis of average driving speed by respondent characteristics shows that those who driver faster than average tended to male, be in the higher socio-economic groupings (AB, 71.1mph); for males there is a correlation with income, with high incomes related to higher average speeds. Similarly, the groups who were more likely to say arriving on time was important were males and those in higher income groups.

Pre- journey planning and use of information

4.2.14 Respondents were asked if they:

- Planned their routes before setting off

- Checked travel conditions before setting off

- Checked travel conditions during their journey

4.2.15 Propensity to check any of these varies by journey purpose, as shown in Table 4.4. Unfamiliar destinations, including those for holiday and employer’s business, were where routes were most likely to be planned (41% and 36%), and these were also the types of journey where travel conditions were most likely to be checked in advance (18% and 22% respectively). Checking conditions during the journey was again prevalent for those on employer’s business (60% checked).

Table 4.4 Journey Planning

Checked...

Return home

% Work

%

Employer’s business

% Education

% Holiday

%

Visiting friends/ relations

% Shopping

%

Leisure / entertain

ment %

Personal business

%

Route 15 0 36 6 41 15 6 22 22

Conditions before

5 7 22 12 18 10 1 7 7

Conditions during

25 27 60 41 37 31 15 22 26

Base 973 90 113 17 78 269 178 191 93

4.2.16 The most usual source of information for route planning was a Sat-Nav (used by 12%) and map (3%).

4.2.17 Just 8% of respondents checked the travel conditions before they set off on their journey, but this proportion was significantly higher where importance of arriving at the destination was particularly great (16%). Just 5% checked conditions for their homeward journey. Those who tended to drive the fastest on motorways were significantly more likely to check travel conditions (14% did so), and particularly so when travelling to work, education or on business (21%).

4.2.18 Amongst those who checked their route prior to travel, 17% also checked the conditions.

4.2.19 Just over a quarter (28%) of respondents checked the travel conditions during their journey. However, for outward journeys for non-leisure purposes significantly more, 39%, did check during the journey and 42% did so when arriving on time was important. Again, average speed of driving was a factor; higher proportions of faster


drivers checked than slower drivers, for all journey purposes with almost half, 49% of the faster drivers checking when making non-leisure trips.

4.2.20 Unsurprisingly there is a relationship between the propensity to plan prior to and during the journey. Of those who planned their route prior to travel, 51% checked travel conditions en route, and of those who checked travel conditions before setting off, 77% also checked during the journey, as shown in Table 4.5.

Table 4.5 Journey planning Planned Route Before Travel

Yes %

No %

All %

Checked travel conditions before journey 22 5 8 Checked travel conditions during journey 51 23 28 Base 340 1700 2040 Checked travel conditions before journey

Yes %

No %

All %

Checked travel conditions during journey 77 23 27 Base 151 1854 2005

4.2.21 Respondents who had not planned a route before they had set off were more satisfied with their journey time (performance measure of 89.81) compared with those who had (85.51); those who had not checked the conditions (performance measure of 89.40) were more satisfied with journey time than those who had not (85.91). Similarly, those who didn’t check travel conditions during the journey gave a higher satisfaction score for journey time (90.80) compared with those who had checked the travel conditions (84.85). This suggests that checking travel conditions raises expectations that may not be met, suppressing satisfaction.

4.2.22 Overall, 16% of respondents allowed extra time for making the journey, but this increased to 36% amongst those who had checked travel conditions prior to setting off. This shows that travel information is being used by some people to help make journeys more reliable. Radio and TV were the sources used most frequently (28% and 17% of those who checked).

4.2.23 The proportion who allowed extra time varied by journey purpose, as shown in Table 4.6. Almost half (49%) of commuters allowed extra time on their outward journey, regardless of whether they checked conditions. Almost half, 46% of those travelling on personal business allowed extra time, rising to 83% of those who had checked in advance.

4.2.24 Those making shopping trips (which tend to be short) and visiting friends/relatives were far less inclined to allow extra time reflecting that these journeys were generally not so time critical.


Table 4.6 Proportion who allowed extra time for delays by purpose and whether checked travel conditions

Return home

% Work

%

Employer's business

% Holiday

%

Visiting friends/ relations

% Shopping

%

Leisure / entertain

ment %

Personal business

% Total

% Not checked

10 49 21 24 8 5 14 44 15

Checked 34 50 24 50 15 0 39 83 36 ALL 11 49 21 28 9 5 15 46 16 Base 973 90 113 78 269 178 191 93 2039

‘Checked’= checked travel conditions before journey. Education and other not shown as bases very small, but included in total

4.2.25 The average extra time allowed for trips, where planned for, was 34 minutes, but this was significantly longer where people were travelling on holiday, at 87 minutes. There was a very strong correlation between distance of trip and the amount of time allowed, rising from 20 minutes for journeys of under 20 miles, up to 53 minutes for trips over 60 miles and 104 minutes for the longest trips of 200 miles or more.

Delays

4.2.26 Just under a quarter of respondents (24%) experienced a delay on an Agency road on their most recent journey, with a further 6% being delayed just on local roads.

4.2.27 The likelihood of being delayed on Agency roads increased significantly with journey distance with 53% of those making the longest trips (100 miles or more) being delayed, compared to just 18% making a journey of less than 20 miles.

4.2.28 On 19% of all journeys congestion and volume of traffic were the main causes of delays, with 15% being delayed on Agency roads.

4.2.29 Roadworks were the next main cause of delay (9% of all journeys, 7% of respondents on Agency roads). Bad weather was blamed for 3% of delays, and accidents for 2% of delays on Agency roads.

4.2.30 Those who were delayed on Agency roads were held up for an average of 23 minutes. Respondents who were delayed by diversions were likely to be delayed for the longest amount of time (2 hours 11 minutes on average, and four hours in one case).

4.2.31 Delay has a significant impact on satisfaction with journey time. Those who experienced no delay had a performance measure of 97.24 compared with 67.16 where delayed.

4.2.32 Length of delay was also a significant factor. A delay from any source on an Agency road reduced the performance score to 81.84 for a delay between one and 15 minutes and satisfaction significantly decreased along with the length of delay, with those experiencing a delay of more than 60 minutes giving an overall journey time satisfaction rating of 32.43. The impact of length of delay is shown in Figure 4.3.


Figure 4.3 Journey time performance measure by length of delay on Agency roads

97.24

81.84

59.79

44.87

32.43

0

20

40

60

80

100

Not delayed 1 to 15 minutes 16 to 30 minutes 31 to 60 minutes More than 60 minutes

How much time do you think was added to your journey as a result of this delay? Base 1736 468 189 78 37

4.2.33 Of those who allowed extra time for their trip, 40% were subsequently delayed (on Agency roads).

4.2.34 For those who were delayed, the average length of delay was less than the time allowed (average allowed 36 minutes, and time delayed 23 minutes). Allowing extra time for the journey did not necessarily mitigate subsequent dissatisfaction with journey time when delayed, as shown in Table 4.7; but as shown in Table 4.8, allowing more time than was actually incurred by the delay, did reduce the degree of dissatisfaction; the performance measure where this occurred was 80.62.

Table 4.7 Performance Measure: where time allowed and by delay

Allow extra time? Not Delayed N= Delayed N= Yes 98.51 161 66.86 135 No 97.29 1236 67.01 357

Excludes where delayed on local roads only and don’t know whether extra time was allowed

4.2.35 Where the delay was longer than the amount of extra time allowed, the performance measure was particularly low, at 24.14 based on 25 respondents, as shown in Table 4.8.

Table 4.8 Performance Measure: by relative time allowed and by delay

Performance

measure N % Not delayed 97.23 1414 69 Delayed 67.16 618 31 Delayed and allowed more time than was needed 80.62 98 5 Delayed and no extra time allowed 71.93 446 22 Delayed and allowed same time as was needed 67.27 49 2 Delayed and allowed less time than was needed 24.14 25 1


4.2.36 For the most often encountered reason for delay, congestion, the performance measure was 61.31, where the average length of delay was 23 minutes. Roadworks caused an average 26 minutes of delay, and the resultant performance measure where delayed by roadworks was 62.79. The longest delays were caused by diversions, and were associated with particularly low satisfaction with journey time, but there were very few of these in the sample (n=5), as shown in Table 4.9.

Table 4.9 Journey time measure by type of delay

Delayed on Agency Roads by...

Journey Time

Performance Measure

Average Length of delay (minutes) N

delayed by %

Breakdown - own vehicle 100.00 30 1 * Breakdown - other vehicle 80.00 34 14 1 Bad weather 71.08 28 62 3 Slow Vehicle 70.00 17 25 1 Other Delay 66.67 25 12 1 Roadworks 62.79 26 152 7 Congestion 61.31 23 315 15 Accidents 55.32 61 31 2 Road closure 45.45 76 7 * Diversion 33.33 133 5 *

4.2.37 The length of delay was greater on longer journeys: for those journeys of 200 miles or more, the average delay time was 49 minutes, but it was just 14 minutes for journeys of 20 miles or less (where delayed). The average delay (including those not delayed) for all people travelling more than 200 miles was 27 minutes (see Figure 4.4).

Figure 4.4 Length of delay by distance of trip

14 1618

24

37

49

4 47 8

15

27

0

10

20

30

40

50

60

Under 20 miles 20-39 miles 40-59 miles 60-99 miles 100-199 miles 200 miles or more

%

Length of delay (where delayed)

Average delay (all)

How much time do you think was added to your journey as a result of this delay? Base: Delayed 613, All 2035

4.2.38 Where delayed, 31% said it had not had any impact on them, and a further 35% said it didn’t matter to them, while 13% found it frustrating and 15% found it inconvenient. The impact of delay varied by journey purpose, as shown in Figure 4.5.


4.2.39 Those making employer’s or personal business trips were least likely to say the delay had had no impact or they were not bothered by it. Delay was of least consequence to those travelling for education. Those travelling on personal business endured the most stress as a result of delay. The cause of the delay was not associated with any particular impact.

Figure 4.5: Impact of delay by purpose

-37

-12

-22

-57

-36

-50

-45

-31

-13

-28

-39

-24

-29

-32

-30

-33

-46

-33

12

17

35

14

20

14

10

17

13

15

22

17

0

12

4

13

6

21

10

10

15

14

12

13

5

8

8

12

5

11

0

8

1

8

8

4

7

2

2

0

8

6

3

4

21

-100 -80 -60 -40 -20 0 20 40 60 80

Return home

Regular trip to work

Employer's business

Education

Holiday


Shopping


Personal business

%Didn't matter / didn't bother me None / no impact Inconvenient Frustration Arrived late Annoyed Stressed

Base Return home 307, Regular trip to work 41, Employer's business 46, Education 7, Holiday 25, Visiting friends or relations 70, Shopping 40, Leisure or entertainment 48, Personal business 24

4.2.40 As might be expected, where respondents said there was no impact or they weren’t bothered by the delay, there was little change in the performance measure; whereas when a more negative emotion was mentioned, the performance measure was much lower. Respondents who felt annoyed or stressed by the delay had a performance measure of just 40.85 and 40.82 for satisfaction respectively.

4.2.41 Thirteen percent of all respondents had been alerted to (warned of) possible delays on their most recent journey. Of those who were subsequently delayed on Agency roads, two fifths of respondents (40%) had been warned of delays. Being alerted to a delay did not mitigate dissatisfaction where respondents were subsequently delayed, but being warned of a delay that did not then happen, did suppress the performance measure. This implies that people would be more satisfied if NOT warned about potential delays (but even more so if no delay arises at all).

4.2.42 The analysis has demonstrated that delays, especially long delays, impact significantly on satisfaction with journey time. Although the majority of journeys are not affected by delay, and where they are in many cases the impact is not too adverse, there were however some who commented expressing the dissatisfaction felt, as illustrated by the following:

- Volume of traffic/ congestion “There was a build up of traffic following the hold up on the single carriageway on the A11 at Eleveden”


“It is now a big problem getting in and out of Bristol on the M32 due to the big roadworks at the M4 and M5 Junction and I use it a lot to get to Chepstow to visit my daughter”

“The M26 at the that time of day, you have all of Kent going onto the M25, it added 15 minutes to the journey”

- Roadworks “There were roadworks in place for 12 miles, cones everywhere, holdups and no work taking place”

“Delays on the A66 of up to an hour due to ongoing roadworks, widening the road and resurfacing with speed restrictions in place”

“There are always roadworks on the M32 , M5 and the M4 which cause delays and accidents”

- Diversions “Roadworks, road closure, diversion badly signed, did not know where I ended up”

- Speed restrictions “A long stretch of the M6 with speed restrictions and 40, 50 and 60mph speed limit”

- Bad weather “The snow reduced us to a standstill for hours and I think the Highways Agency could have had that motorway cleared”


5 Last Journey: Experiences of and Satisfaction with Roadworks

5.1 Introduction

5.1.1 A quarter (25%) of all respondents passed roadworks on their most recent journey (on any road type – including local roads) and this is slightly lower than the 26% who did so in 2011/12. In 2012/13 the proportion who passed roadworks on motorways was 12% and 5% on trunk roads, and this was also a reduction from the previous year where 14% and 12% passed roadworks respectively.

5.1.2 Respondents who encountered roadworks on Agency roads on their last journey rated their satisfaction with the management of those roadworks, and the results are shown in Table 5.1:

“Thinking about the journey between <A> and <B>, how satisfied or dissatisfied were you with the Highways Agency management of roadworks for the section of the journey that was on motorways / trunk roads”

(“By management we mean things such as the number of roadworks encountered and information provided such as advanced notice and reason for the roadworks.”)

Table 5.1 Roadworks management satisfaction ratings and performance measure Motorways Trunk Roads Overall

Roadworks Management 2012/13

% 2011/12

% 2012/13

% 2011/12

% 2012/13

% 2011/12

% Very satisfied 31 35 17 35 Fairly satisfied 35 35 47 34 Neither satisfied nor dissatisfied 16 22 27 21 Fairly dissatisfied 16 7 7 8 Very dissatisfied 1 1 2 2 Base 223 268 92 177 277 346 Performance measure 66.82 69.78 64.13 68.93 66.03 69.44

5.1.3 Overall, more people are satisfied with roadworks management than are not, but while satisfaction is high, it is lower than the other journey aspects measured such as journey time. More than two thirds of respondents who had passed roadworks were satisfied, for motorways, and just under two thirds for trunk roads. However, around one in ten respondents expressed dissatisfaction for trunk roads (9%), and this figure was even higher for motorways (17%).

5.1.4 Satisfaction levels were lower in 2012/13 than in 2011/12, especially for trunk roads. Significantly more were fairly dissatisfied with motorway roadworks in 2012/13 than in 2011/12 (16% / 7%), and for trunk roads, significantly fewer were ‘very satisfied’ (17% compared with 35%), although many more were ‘fairly satisfied’ (47% / 34%). The overall roadworks performance measure fell from 69.44 in 2011/12 to 66.03 in 2012/13.

5.1.5 Being delayed at roadworks significantly reduced satisfaction with respondents: journeys where they were delayed by roadworks (on any road) scored lower for


satisfaction with roadworks (55.03) compared to where no delays by roadworks were experienced (75.90).

5.1.6 A series of questions were asked to give context to the scores, and assist in identifying factors that mitigated or compounded dissatisfaction. Respondents were also asked for qualitative reasons to explain their satisfaction or dissatisfaction.

5.1.7 The following section presents the findings from these questions and highlights areas that affect satisfaction.

5.1.8 Although few respondents were dissatisfied, comments from these provide some insight as to why this was:

- The length of the time it took to complete the roadworks and the perception that it could be speeded up: “They should be working 24 hours to minimise disruption”

“They seem to be going on for a time and a long section, restrictions are down to 40mph when not too busy and did not seem needed”

“The roadworks along the M4 up to the M5 have been there far too long and are now becoming a nuisance to regular commuters like myself”

- The disruption and delay to traffic: “Delays on the A66 of up to an hour due to ongoing roadworks, widening the road and resurfacing with speed restrictions in place”

“There was a buildup of traffic following the holdup on the single carriageway on the A11 at Eleveden”

- The lack of information: “The slip road on to A1(M) was closed for a while with no explanation and it was taking a long time to fix”

“There was no signs of what was going on and no workers”

5.2 Experience of roadworks

5.2.1 Respondents did not actively seek to avoid roadworks; just 1% of respondents had planned their journey to avoid roadworks (down from 2% in 2011/12).

5.2.2 The likelihood of encountering roadworks increased significantly on longer journeys; the proportion of respondents passing roadworks (on any road) ranged from just 16% of those who travelled less than 20 miles, to 59% of those who travelled over 200 miles.

5.2.3 Of those who passed roadworks, 43% witnessed them on local roads, 51% experienced them on motorways, and 22% had passed them on trunk roads. One in seven had encountered roadworks on more than one road type on their journey.

5.2.4 In 2011/12, having been aware of roadworks in advance of encountering them had mitigated dissatisfaction to a notable degree, and while still having a positive effect, the difference was less pronounced in 2012/13. Over half (58%) of respondents said that they had been aware in advance; their roadworks performance measure was 67.42 compared with 65.41 for those who were not.


5.2.5 Most respondents had become aware of the roadworks by driving through them (72%). Eleven percent of respondents had found out about them via a road sign and 8% through word of mouth and 3% the Internet.

5.2.6 Respondents were asked what measures were in place at the roadworks. As shown in Figure 5.1, almost three quarters (73%) noted that there were speed restrictions (higher than the 60% in 2011/12); two fifths (40%) saw narrow lanes and one third (33%) saw closed lanes. Ten percent saw contraflow lanes and 9% saw none of these measures.

5.2.7 Satisfaction levels (performance measure) were lower for respondents who witnessed one or more of the measures at the roadworks (ranging from 55.56 to 65.67 across the measures) compared to those respondents who saw no measures in place (72.00), as shown in Table 5.2.

Figure 5.1 Measures in place at the roadworks

73

40

33

10 9

2

60

38

31

1310

4

0

10

20

30

40

50

60

70

80

Speed restrictions

Narrowed lanes Closed lanes Contra f low lanes

None of these Don't know

%

2012/13

2011/12

Were there any of the following at the roadworks? Respondents could give more than one response Base: 2011/12 372; 2012/13 296

Table 5.2 Measure in place at roadworks – Performance measure

Performance Measure N Closed lanes 58.93 97

Narrowed lanes 61.42 119

Speed restrictions 65.67 215

Contra flow lanes (e.g. the reversal of lanes which are normally set up for travel in one direction) 55.56

31

None of these 72.00 28

5.2.8 Seeing progress being made or work being carried out at roadworks led to comparatively higher performance measures than where this was not the case. Forty two percent of respondents said they saw work being carried out at the roadworks; the performance measure for those was 74.40 compared with 60.00 where no working was seen.


5.2.9 However, not everyone expects to see work carried out at roadworks, 58% did not expect to, and their performance measure was higher than for those who did expect it (69.15: 45.21), as shown in Table 5.3.

5.2.10 Where no work had been observed, but had been expected because there were speed restrictions, satisfaction was lower (38.89).

5.2.11 Some respondents had not expected to see work in progress at roadworks because of the time or day of travel, and others because signs explained why not and for these respondents, satisfaction was relatively high. However, of those who said it was because they ‘never see work in progress’ satisfaction was lower.

Table 5.3 Reasons expected / did not expect to see work taking place at the roadworks – Performance Measure

Performance Measure N

Expected to see work carried out at the roadworks - Yes 45.21 65

If there are speed restrictions I expect work to be taking place 38.89 32

Because of the time of day I was travelling 56.52 20

Because of the day of the week I was travelling 50.00 12

If lanes are closed then I expect work to be taking place 54.84 27

Expected to see work carried out at the roadworks - No 69.15 88

Because of the time of day I was travelling 71.71 38

Because of the day of the week I was travelling 61.11 37

Sign explained why no work going on 66.67 6

I never see anybody carrying out work at the roadworks so don't expect to see any work taking place

55.56 9

Bases are very small and numbers indicative only

5.2.12 Table 5.4 shows the variation in performance measure for where signs were provided explaining the roadworks. Seeing signs giving explanations for the roadworks increases satisfaction: 73% satisfied compared with 51% where no sign had been seen. Of those who had encountered roadworks, over two fifths (43%) could not remember if there had been signs explaining why there were roadworks. Of those who could recall, more than half (57%) said there was a sign. The proportion of respondents who recalled seeing a sign was higher amongst males (35%), NMI (33%), and WB respondents (35%), although none of these differences were significant.

5.2.13 Of the 96 respondents who saw a sign explaining why there were roadworks in place, the majority (88, 92%) were able to read this sign, although two people said they could not because the writing was too small and six could not remember.

Table 5.4 Whether sign explaining roadworks – Performance measure

Whether sign explaining roadworks Performance Measure N Yes 72.82 96

No 50.62 73

Don’t know / Can’t remember 70.23 128


6 Last Journey: Feeling safe

6.1 Introduction

6.1.1 In this section the ratings for safety on the last trip are explored with reference to journey experiences, including the driving standards of other road users, and other occurrences during the journey.

6.1.2 Respondents rated how safe they felt on their most recent journey on the network and the results for 2011-2012 and 2012-2013 are shown in Table 6.1

“How safe or unsafe did you feel between <A> and <B> when travelling on motorways / trunk roads”

Table 6.1 Feeling safe ratings and performance measure Motorways Trunk Roads Overall

Feeling safe 2012/13

% 2011/12

% 2012/13

% 2011/12

% 2012/13

2011/12

Very safe 64 63 58 63 Fairly safe 30 31 36 32 Neither safe nor unsafe 2 2 3 3 Fairly unsafe 2 3 2 3 Very unsafe 1 1 1 * Base 1355 1284 1195 1356 2019 2051 Performance measure 94.17 93.93 94.64 94.54 94.39 94.24

6.1.3 The performance measure was higher in 2012/13 than in 2011/12 for both motorways and trunk roads. The overall safety performance measure rose from 94.24 in 2011/12 to 94.39 in 2012/13. Despite this, the number of respondents who felt very safe on trunk roads dropped from 63% to 58% whilst the number of respondents feeling fairly safe rose 4% on the 2011/12 figures.

6.1.4 Comments from respondents who said they felt a bit or very unsafe showed that some felt unsafe regardless of the conditions because they were nervous travellers, but the other key factors involved in feeling unsafe were;

- Behaviour of other drivers, including lorries: “The behaviour of traffic entering and leaving junctions can be so unpredictable

“I hate that road (A11) and the A14 with the stupid drivers going too fast and using mobile phones. It is quite frightening watching the other drivers and what they do”

“I did see a wagon in front of me skidding and at one point I thought he was going to run into the side of me”

- Speed of the traffic: “Other cars speed and come up fast towards you and I find it horrendous on the road”

- Bad weather: “Visibility was very poor due to the rain; it is difficult to judge the traffic around you, the speed and the distance”


“The road conditions were treacherous vision was really bad and there was a lot of standing surface water”

- Negotiating junctions/merging with other traffic: “Coming off the M60 to get on M67, it’s a bit tricky to get on the flyover so you feel a bit unsafe”

“Just the short slip roads on and off the A34”

- Heavy traffic:. “There was a high volume of traffic, very fast”

6.1.5 The comments by respondents who felt unsafe were similar to the results for 2011/12.

6.2 Feeling safe by respondent groups and journey characteristics

6.2.1 Young people, aged 17-24, felt safer on roads with a performance measure of 95.65 in comparison with 45 to 64 year olds who were the age group that felt least safe (93.56). Males felt significantly safer on Agency roads than females, 95.96 compared to 92.74.

6.2.2 Those travelling at off peak times on their last journey had a higher performance measure for safety (94.74) than those travelling at peak times (93.16). Respondents who only made this journey once a year felt safer (97.33) than those who made this journey five or more times a week (92.94) and between two to four days a week (92.96).

6.2.3 Those whose typical speed when using a motorway was 71 to 75mph felt safer (96.32) compared to those who travelled at between 50 to 60mph (90.16) and over 90mph (91.67).

6.2.4 By modes used, feeling safe was highest amongst van drivers and lowest among large vehicle commercial drivers (HGV, bus and coach), as shown in Table 6.2.

6.2.5 For the most recent journey, respondents who shared the driving felt safest. For all modes, drivers also felt safer than passengers on their most recent journey; drivers having a performance measure of 94.85 compared to 93.21 for passengers.

Table 6.2 Safety measure by mode

Modes used in the last 12 months Performance

Measure N Driver of a van 97.31 186 Passenger in a van 95.45 110 Driver of a car 94.68 2106 Passenger in a car 93.52 1558 Passenger in a bus or coach 91.75 315 Motorcyclist 89.96 69 Driver of a goods vehicle, bus or coach 87.32 71

Respondents could give more than one answer


6.3 Impact of poor driving on safety

6.3.1 Two fifths of respondents (40%) said they had experienced poor driving on Agency roads whilst on their most recent journey with a further 1% experiencing poor driving on local roads. The proportion has increased from the previous year when 37% had experienced poor driving on Agency roads.

6.3.2 The following results refer to Agency roads only. The most frequently mentioned types of poor driving were:

- Speeding (17%)

- Poor overtaking (10%)

- Being cut up by other drivers (9%)

- Lane jumping (8%)

- Tailgating (7%)

- Not signalling (6%)

- Lane hogging (5%)

- Undertaking (5%)

6.3.3 Experiencing poor driving on their journey significantly reduced the performance measure, from 96.70 for those who had not seen poor driving to 91.50 for those who had. Poor driving was more frequently reported on motorways than on trunk roads. Further detail on the specific roads where poor driving took place can be found in the Quarter 4 Report (Appendix F).

6.3.4 As for 2011/12, speeding was the most frequently mentioned type of poor driving experienced (17%), followed by poor overtaking (10%).

6.3.5 Respondents aged 17 to 24 were significantly more likely to report ‘drivers cutting them up’ (27%), than those aged 65 and over (22%). They were also more likely to have perceived slow driving (11%), than those aged 65 years or more (3%).

6.3.6 As shown in Table 6.3, experiencing speeding reduced the performance measure for safety to 90.51, and poor overtaking, to 92.58. The type of poor driving with the largest negative impact on safety was road rage, but this appeared to be comparatively rare: just seven respondents mentioned it, with an average safety performance measure of 66.67.

6.3.7 Drivers using mobile phones similarly negatively affected the performance measure, to 82.35, observed by 3% of respondents on Agency roads.


Table 6.3 Performance Measure by type of poor driving experienced on Agency roads

Type of poor driving experienced Performance

Measure N % Intimidation 91.67 22 1 Unobservant 92.73 41 2 Poor overtaking 92.58 201 10 Undertaking 91.61 107 5 Speeding 90.51 336 17 Drivers cutting me up 88.74 173 9 Lane hogging 88.81 108 5 Lane jumping 87.12 176 9 Tailgating 86.76 148 7 Not signalling 86.16 114 6 Slow driving 84.75 44 2 Sudden braking 84.75 47 2 Drivers using mobile phones 82.35 65 3 Road rage 66.67 7 * Overall – no poor driving experienced 96.70 1157

*less than 1%

6.4 Other journey experiences

6.4.1 As shown in Table 6.4, incidents on the journey that caused delay also impacted on feelings of safety, in particular, bad weather 78.57, and diversions, 66.67.

6.4.2 The most frequently mentioned type of delay, congestion, had a slight impact on feelings of safety, 89.73.

Table 6.4 Satisfaction score by type of delay experienced

Type of delay experienced Performance

Measure N % Breakdown - own vehicle 100.00 1 * Breakdown - other vehicle 96.00 14 1 Slow Vehicle 90.24 25 1 Congestion 89.73 315 15 Accidents 89.36 31 2 Roadworks 87.85 152 7 Road closure 81.82 7 * Other Delay 80.00 12 1 Bad weather 78.57 62 3 Diversion 66.67 5 *

6.4.3 Almost half (46%) of respondents who had experienced poor driving on Agency roads stated that this had made them feel angry or annoyed, a fifth each stated it made them feel worried / concerned (20%) or it did not bother them (20%). Eighteen percent said poor driving made them feel frustrated whilst 14% made them feel unsafe, and these feelings are reflected in the performance measures, see Figure 6.1.


Figure 6.1 Performance measure for safety by response to poor driving 97.63 93.23 91.10

84.43 81.48 79.10

0

20

40

60

80

100

Did not bother me Angry annoyed Frustrated Worried/ concerned

Frightened Unsafe

%

How did this make you feel?

Base 160 367 147 161 65 109

6.4.4 Being disabled/mobility impaired did not affect the reaction to seeing poor driving, as shown in Table 6.5, but a significantly higher proportion of female respondents stated that poor driving made them feel worried / concerned (26%), frightened (12%) and unsafe (17%) than males (16%, 5% and 11% respectively).

6.4.5 A significantly higher proportion of White British respondents stated that poor driving made them feel angry / annoyed (50%), compared to other respondents (33%). There were no differences by respondents with mobility impairment.

Table 6.5 How poor driving on Agency roads made respondents feel Age Group Gender Ethnicity

Total

% 17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

White British

% Other

% Angry / annoyed 46 43 43 50 44 46 46 48 33 Frustrated 18 13 23 20 11 20 17 20 9 Worried / concerned 20 29 13 22 25 16 26 20 24 Did not bother me 20 13 25 17 21 24 15 19 29 Frightened 8 16 5 9 9 5 12 8 10 Unsafe 14 21 11 14 14 11 17 13 17 Base 795 56 252 315 169 438 357 696 98

‘*’ Denotes proportion less than 1% but greater than 0. Respondents could give more than one answer. Shading denotes significant differences

6.4.6 Seeing a traffic officer on the journey was only seen to have a small impact on the safety performance measure, increasing by 0.36 for those who had seen one.

6.4.7 As can be seen in Figure 6.2, confident people felt safer on both motorways and trunk roads compared to nervous people. Respondents felt safer as passengers on their journey compared to drivers, with respondents feeling most safe as passengers on motorways, 96.27. Respondents felt least safe when they were nervous as drivers on trunk roads, 77.78.


Figure 6.2 Performance measure for safety by driver confidence

95.68 96.27 95.24 95.8498.11

93.01 96.3 91.94

81.07 83.1777.78

83.33

0

20

40

60

80

100

Driver on motorways Passenger on motorways

Driver on trunk roads Passenger on trunk roads

% Confident

Neither

Nervous

How confident are you as a...? Base 1726 1987 1797 1993


7 Last Journey: Satisfaction with upkeep and maintenance

7.1 Introduction

7.1.1 Respondents rated satisfaction with the upkeep of the network as experienced on their most recent journey. For trunk roads this included things like keeping it clear of debris, and the general quality of the infrastructure, e.g. the road surface, lighting, verges etc, and additionally for motorways, litter.

“Thinking about this journey between A and B, how satisfied or dissatisfied were you with general upkeep of the motorways? / trunk roads?

7.1.2 High proportions were satisfied; 93.49 for motorways and 88.16 for trunk roads, giving an overall performance measure of 90.97, as shown in Table 7.1. However, this represents a decrease on the 2011/12 scores; satisfaction for motorways decreased slightly whilst trunk roads decreased more resulting in an overall reduction to 90.97 from 92.67.

Table 7.1 Upkeep rating and performance measure Motorways Trunk Roads Overall

Upkeep satisfaction 2012/13

% 2011/12

% 2012/13

% 2011/12

% 2012/13

2011/12

Very satisfied 58 58 47 52 Fairly satisfied 36 36 42 39 Neither satisfied nor dissatisfied 5 4 7 5 Fairly dissatisfied 1 2 4 3 Very dissatisfied 1 1 1 1 Base 1291 1238 1157 1300 1941 1974 Performance measure 93.49 93.94 88.16 91.46 90.97 92.67

7.1.3 The reduction in the upkeep performance measure over the year is small and the reasons may be related to the change in sampling/restructuring of the Agency regions, which may have led to more trips being made in areas which may perform less well. The reasons behind the change are now explored.

7.1.4 Comments from the relatively few respondents who were dissatisfied showed that the following impacted negatively on the satisfaction ratings for upkeep;

- Condition of surfaces, particularly potholes “General state of road surface potholes and disrepair outside of Worthing” “On the A5, there are poor verges that are overgrown and untidy. The A43 has a poor road surface and is uneven” “The A34 has poor surface quality especially with grooves that have worn into the road due to heavy traffic”

“The condition of the road, there are potholes, delamination of tarmac on the roads, it pulls up”

- Surface noise


“It’s got a concrete surface, it’s very noisy and has been recently repaired but there’s still holes in it”

- Debris and litter “There is some litter and verges are very overgrown”

- Uncut grass, overgrown vegetation “The grass is dirty on the side with litter”

- Lack of lighting “No lighting on the A47 Acle straight - passing near Asda Great Yarmouth the road is uneven”

“It was foggy and there is no lighting on the M3, I used to drive home every evening on the M3 and it is so dark”

“The road surface holds a lot of water in some parts and on a night when it’s really dark some parts could be better illuminated. From Hartlepool to Sunderland, the Seaham area has surface water”

7.1.5 The comments from dissatisfied respondents are very similar to the 2011-2012 results.

7.1.6 Young people (17-24) were the most satisfied with upkeep, having a performance measure of 93.37 compared to just 88.88 for those aged 45 to 64 years old. Males were also more satisfied with upkeep, 91.87 compared to 89.99 for females. With respect to ethnicity, non White British respondents were more satisfied (91.39) compared to White British respondents (90.90).

7.1.7 Less frequent travellers were more satisfied with upkeep than more frequent travellers. Respondents travelling under 5,000 miles a year were more satisfied (93.29) compared to those travelling under over 30,000 miles (85.29).

7.1.8 Respondents were asked whether or not they noticed litter on the motorways or trunk roads on their most recent journey, for example on the carriageways, verges or central reservations. Fourteen percent noticed litter on motorways and 13% noticed litter on trunk roads. Six percent of respondents could not remember whether or not they had seen litter on their last journey on an Agency road. The proportion noticing litter on their journey has increased compared with 2011-2012, with just 8% noticing litter on motorways and one in ten (10%) noticing litter on trunk roads in the previous year.

7.1.9 Seeing litter negatively impacted on satisfaction scores, and hence the increase in litter seen could partly account for the decrease in performance scores over the year. Those respondents who had seen litter were less satisfied than those who had not, as shown by the following performance measure scores for upkeep:

- Saw no litter 93.28;

- Saw litter on motorway 88.09;

- Saw litter on trunk road 79.49.

7.1.10 Almost three fifths of respondents (59%) who had seen litter on motorways said they felt angry/ annoyed by this whilst under half of respondents (49%) travelling on trunk roads felt the same way. Thirty seven percent stated seeing litter on motorways left them feeling irritated whilst close to half (47%), were irritated after seeing litter on trunk roads. One in ten respondents (11%) were not bothered by litter on motorways, along with 16% on trunk roads.


7.1.11 There were no significant differences by age group, ethnicity or mobility impairment in how seeing litter made respondents feel, however the 65+ age group were more likely to be angry/annoyed by litter with three fifths (60%) stating this. As shown in Table 7.2, respondents in the youngest age category (17-24) were more likely to be irritated by litter (50%). Females were significantly more likely to be angry or annoyed by litter (61%) compared to males (49%) whilst conversely males were significantly more likely to be not bothered by litter (17% compared to 9% of females).

Table 7.2 How seeing litter on Agency roads made respondents feel Age Group Gender

Total

% 17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Angry / annoyed 54 41 52 53 60 49 61 Irritated 42 50 46 39 40 41 43 Worried / concerned 5 5 5 6 3 6 3 Did not bother me 13 18 15 15 9 17 9 Base 320 22 87 113 97 179 141

‘*’ Denotes proportion less than 1% but greater than 0. Respondents could give more than one answer. Shading denotes significant differences

7.1.12 As shown in Figure 7.1, feeling irritated when seeing litter has the largest impact on upkeep satisfaction, suppressing satisfaction to 82.61.

Figure 7.1 Performance measure based on how litter made respondents feel

89.4784.38 83.33 82.61

0

20

40

60

80

100

Worried / concerned / unsafe Angry / annoyed Did not bother me Irritated

%

How did this make you feel? Base 15 173 43 134


8 Last Journey: Satisfaction with Signage / Information Provision

8.1 Introduction

8.1.1 Respondents rated satisfaction with information provision as experienced on their most recent journey. For motorways this included electronic Variable Message Signs (VMS) as well as static signs such as blue signs. The results are shown in Table 8.1:

“Thinking about this journey between A and B, how satisfied or dissatisfied were you with the road signs you saw on the motorways? / trunk roads?

8.1.2 Overall, the majority (around nine in ten) of respondents were satisfied; with a performance measure of 92.98 for motorways and 90.34 for trunk roads, giving an overall performance measure of 91.76. Only around 1% of respondents expressed dissatisfaction for road signs, both for motorways and trunk roads.

8.1.3 Satisfaction levels for motorways were higher than in 2011/12, but lower for trunk roads. More respondents were ‘very satisfied’ with information provision for motorways in 2012/13 than in 2011/12 (70% as opposed to 63%).

8.1.4 The overall information provision performance measure fell very slightly from 91.83 in 2011/12 to 91.76 in 2012/13.

Table 8.1 Information Provision satisfaction ratings and performance measure Motorways Trunk Roads Overall

Information Provision 2012/13

% 2011/12

% 2012/13

% 2011/12

% 2012/13

% 2011/12

% Very satisfied 70 63 59 62 Fairly satisfied 23 29 31 30 Neither satisfied nor dissatisfied 6 7 8 6 Fairly dissatisfied 1 1 1 1 Very dissatisfied * * * * Base 1210 1128 1046 1123 1792 1746 Performance measure 92.98 91.84 90.34 91.81 91.76 91.83

* less than 1%

8.1.5 Negative comments on information provision were very few and were clearly not the view of the majority. Comments from respondents who were dissatisfied showed that the following impacted negatively on the satisfaction ratings for information;

- Too much/too little information “It had a road sign to go off to the Metro Centre but it wasn’t that turning, it was the next

one”

“Too many signs and instructions - one sign is enough - too many signs make it confusing”

- Inaccurate information “VMS matrix signs are totally useless and inaccurate, if used properly they would be fine. They are not updated quickly enough and the information is so out of date in most cases that they are irrelevant and ignored”


“They warned of severe weather and there wasn't any. They told us the M6 toll was clear but not information about the M6, they should tell you the full picture so you can make an informed decision about which road to take”

- Poor visibility of signs

“Large lorries often block your view of not only the road signs but in some cases the overhead gantries as well”

“There are four lanes with a gantry sign overhead and the signs are very confusing. The road surface needs to have the lane information written on it too. The only way I get there is because I know which route to take”

8.2 Variable Message Signs (VMS)

8.2.1 Variable Message Signs (VMS) are in place across much of the motorway network but are relatively uncommon on much of the trunk road network.

8.2.2 When asked if they had seen VMS on the last journey 15% were unable to recall. Of those who did remember, just over half (53%) said they had seen them, an increase from 50% in 2011/12. Seeing VMS significantly increased satisfaction; journeys where VMS were seen scored higher for information provision (94.78) compared to where no VMS were seen (89.32).

8.2.3 Seventy two percent of respondents travelling on motorways on their most recent journey had seen VMS compared to just 43% of those travelling on trunk roads. The figure drops even further to 16% of those only travelling on trunk roads seeing VMS. Where respondents had used both a motorway and a trunk road, 77% had seen VMS on their journey.

8.2.4 A significantly higher proportion of men (57%) recalled seeing VMS on their most recent journey, compared to women (48%). Respondents aged 25-44 (55%) and 45-64 (55%) were significantly more likely to recall seeing a sign than those aged 65 years or more (46%).

8.2.5 The likelihood of seeing VMS increases with journey distance, with 86% of those making the longest trips (200 miles or more) recalling seeing a VMS, significantly more than those travelling less than 20 miles (30%). They were also significantly more likely to be seen by drivers (54%) than by passengers (47%).

8.2.6 More than three quarters (77%) of respondents who saw VMS stated that messages were displayed on them, significantly more than in 2011/12 (72%). However seeing a message displayed on VMS did not impact on satisfaction levels for information provision.

8.2.7 The majority of respondents (98%) who saw a VMS with no message displayed thought a message was not needed as there were no problems on the network while only 2% thought the signs were broken, and one respondent thought the sign was new and not yet operational.

8.2.8 Respondents who had seen VMS on their most recent journey were asked if they could provide an example of the type of message they had seen. A wide range of responses were given, as shown in Table 8.2, with the most often noticed being Travel Time VMS, showing time and distance to a destination (23%).


8.2.9 Around 12% mentioned driving advice or campaign type messages, including 5% mentioning ‘Tiredness kills/Have a break/ Don’t drive tired’, 4% recalled ‘Don’t drink and drive’ and 2% recalled ‘Get ready for winter’.

8.2.10 Just over one in ten (11%) respondents who saw messages recalled information on speed restrictions / advice, and 8% each recalled queues ahead or congestion ahead. A further 6% recalled signs on delays ahead.

8.2.11 There does not appear to be any correlation between the types of sign witnessed and the performance measures for information provision.

Table 8.2 Types of message seen on VMS – Performance measure

Can you provide an example of ONE message that was displayed? % seen N

Performance measure

Travel Time VMS 23 136 93.26

Tiredness kills/ Have a break/Don't drive tired 5 28 88.37

Don't drink and drive 4 21 96.15

Get ready for winter 2 9 100.00

Speed restriction / advice 11 66 94.38

Queue ahead/ likely 8 47 100.00

Congestion ahead 8 45 94.83

Delays ahead 6 36 96.08

Roadworks ahead 4 22 96.55

Accident ahead 3 15 88.89

Junction / road closed 3 20 90.00

Slow Down 2 14 100.00

Severe weather warning 2 13 94.12

Olympic related 2 12 85.71

Water on road / slippery conditions 2 12 100.00

Other 14 84

8.2.12 Almost three quarters of respondents did not make any changes to their journey or driving style / behaviour because of the information on the VMS (73%). Just over a fifth (21%) slowed down whilst 8% drove more cautiously; this was mostly due to messages displaying a queue ahead, a speed restriction or congestion ahead. Just 1% took a different route, and less than 1% made an unplanned stop or sought further information about their journey.

8.2.13 Almost three quarters of respondents (73%) did not make any changes to their journey because of the information on the VMS. Satisfaction with information provision was slightly lower amongst respondents who did not make changes to their journey (93.75) compared to those who did make a change (96.48). It should be noted however that the results are illustrative only, as respondents were only asked to mention one sign. They may have seen several and so the response cannot be definitively linked to the message seen.


8.2.14 Table 8.3 shows how helpful respondents perceive the VMS to be. One quarter (25%) respondents said the information on the VMS was very helpful to their journey. A further third (31%) said the information was fairly helpful. Few respondents felt the information was unhelpful to them, with just 5% saying the information was fairly unhelpful and 8% not at all helpful.

Table 8.3 How helpful found VMS signs – Performance measure

% N Performance measure

Very helpful 25 146 98.08

Fairly helpful 31 182 94.58

Neither helpful nor unhelpful 31 181 94.76

Fairly unhelpful 5 32 86.67

Not at all helpful 8 46 84.48

Total 100 587 94.28

8.2.15 When looking at helpfulness by the type of message displayed on VMS, messages displaying instructions were mostly found to be helpful, with 74% of those seeing travel time VMS finding this to be helpful whilst messages relating to speed restrictions, water on the roads, lanes closures and to slow down were found to be helpful to their journey.

8.2.16 Satisfaction with information provision was related to how helpful respondents found VMS. Respondents who found VMS very helpful were significantly more satisfied with information provision than those who found them not at all helpful (98% compared to 84%).

8.2.17 Female (55%) and MI (57%) respondents were more likely to find the information on the VMS helpful than male respondents (48%) and NMI (50%).

8.2.18 Respondents are asked other questions about their perceptions of VMS that don’t relate to the last trip; these are covered below and highlight areas that affect satisfaction.

8.3 Information via VMS

8.3.1 Respondents were asked, from a list of options, what they felt were the most important messages to be displayed on VMS. The results are shown in Figure 8.1 and show that the most commonly mentioned, in order of preference, was warnings of accidents ahead (36%) and this was also the most common response overall. Warnings of queues ahead and delays ahead also ranked highly (28% and 21% respectively).

8.3.2 In general, warning messages ranked more highly than general information.

8.3.3 Respondents in the M25 region were most likely to say the most important message was warnings of queues ahead (74% compared to 52% across all areas).


Figure 8.1 Messages displayed on VMS types in order of preference

36

28

21

2

5

3

2

2

1

*

21

16

22

11

7

8

7

3

3

2

18

10

11

11

11

10

12

6

5

3

0 10 20 30 40 50 60 70 80

Warning of accidents ahead

Warning of queues ahead

Warning of delays ahead

Information on alternative routes

Safety messages related to the road conditions

Information on weather conditions

Information about future roadworks

Safety messages - driving advice

Expected journey times

Information about future major events

%

VMS Types Order of PreferenceOne Two Three

In general, what do you feel the most important type of messages to be displayed on VMS? Choose 3 in order of preference Base 2040

8.3.4 Respondents were asked about how accurate they found VMS on the Agency network. Overall, three quarters (75%) found the signage either mostly accurate (67%) or completely accurate (8%). Just 6% felt the signs were mostly inaccurate (5%) or completely inaccurate (less than 1%).

8.3.5 Figure 8.2 shows that the East region had the highest proportions of respondents saying that the VMS was completely accurate (12%) whilst the South West showed the lowest proportion (3%).

Figure 8.2 VMS accuracy by region of residence

5 712

310 10 8

8470 58

49

6172 80

9

1821

40

24

1612

2 4 9 7 5 3 11

0

20

40

60

80

100

North West Midlands East South West Yorkshire and the North East

South East M25

%

Completely accurate Mostly accurate About equally accurate and inaccurate Mostly inaccurate Completely inaccurate

Thinking about the messages you see on VMS in general, how accurate do you find them? Bases: 262 402 210 284 276 236 129


8.3.6 Less than a fifth of respondents (19%) said that VMS on Agency roads were better than 12 months ago whilst two thirds said ‘about the same’. Those respondents in Yorkshire and the North East (27%), East and the South East (both 25%) were more likely to say that the VMS had improved on 12 months ago, compared to the average across all areas (21%).

8.3.7 Respondents’ views were recorded about whether VMS should be used for purposes other than traffic and safety campaign messages. The majority of respondents (96%) said that they should not. Those respondents living in the North West and the East were significantly more likely than respondents from other regions to say that VMS should be used for alternative reasons.

8.3.8 Those who thought VMS should be used for other purposes were asked what it should be used for with 48% saying for public awareness messages, 12% percent saying for corporate advertising and 10% saying to display the time. The remaining respondents thought it should be used for other reasons, a selection of which are given below:

“To inform specific drivers about their speeds and their driving, flashing registration number and then instruction such as you’re driving too fast slow down now and also points of the law such as using mobile phones”

“Details of missing or abducted children”

“Messages to catch dangerous drivers and display number plates to warn them of their dangerous driving”

“Police messages, looking for someone to do with a major crime, someone specific”

62

9 Perceptions of the Agency and Agency Services

9.1 Introduction

9.1.1 In Chapters 3 to 8, the last journey experience and the relationship to the performance measure were explored. In this section, the perceptions and experiences of other aspects of the Agency are presented, including:

- Awareness of the Agency - Traffic Officers

- Managed motorways

- Severe weather

- Emergency phones

- Overall satisfaction with the Agency

9.2 Summary

Awareness of the Agency has increased since 2011/12, with 82% saying they are aware; this is particularly high amongst those who use the network most. Highways Agency vehicles and road signs were the main sources of awareness.

However, awareness of traffic officers has reduced since 2011/12, although the majority, 69% were aware, and 86% felt it important that they were on the network. They were less visible in 2012/13 than in 2011/12, with the proportion seeing them on their most recent journey falling from 22% to 19%.

Awareness of managed motorways increased in 2012/13, with 89% of respondents being aware of at least one measure, and awareness of use of the hard shoulder at busy times increasing from 57% to 63%. Higher proportions also perceived benefits such as improved traffic flow 60%, and safer journeys 57%.

Satisfaction with the provision of severe weather warnings is high, and perceived accuracy is also very good; just 3% were dissatisfied with warnings, and 4% felt they were inaccurate.

Although very few (less than 1%) respondents had needed to use emergency phones on the network in 2012/13, satisfaction with the service was very high, with respondents’ comments providing positive feedback on speed and helpfulness.

There was no overall change in satisfaction with the Agency since 2011/12, with 85% being satisfied and just 2% dissatisfied. However, the proportion who were very satisfied with the Agency’s overall performance increased significantly from 33% in 2011/12 to 39% in 2012/13, while there was a drop in the proportion who were fairly satisfied.

Feedback provided showed that the majority of respondents were highly satisfied with the Agency and the services provided.

63

9.3 Awareness of the Agency

9.3.1 The Agency fulfils many roles; as a network operator and manager, and provider of information to enable users of the network to make safe journeys. It is therefore of interest whether users of the network understand the role of the Agency. Awareness of the Agency is high; before the NRUSS interview, 82% of respondents said they had heard of the Highways Agency, significantly more than in 2011/12 (80%).

9.3.2 Awareness is affected by a number of variables but particularly use of the network, as shown in Figure 9.1. Frequency of using the network and average mileage undertaken both impact significantly on awareness, with 90% of those who travel on five or more days a week, and drive 5,000 miles per year or more being aware, more than those who drive less far or use the network less often.

Figure 9.1 Heard of the Agency by amount of travel

90 85 82 84 7457

7690

102030405060708090

100

5 or more days a week

2-4 days a week

Once a week Less than once a week

but more than once a

month

Once a month

None 1 to 4999 5000 or more

Frequency of using network Annual Mileage

%

Had you heard of the Highways Agency before this interview?

Base 380 494 334 411 173 268 401 1306

9.3.3 Those who live near the network tend to use the network more often, and 83% of these had heard of the Agency, significantly more than those not living in proximity to the network (76%).

9.3.4 Another factor that significantly affected awareness of the Agency was social status1 (91% of SEG AB aware compared to 72% of SEG DE), although SEG was also related to usage of the network, with the lowest social groups typically travelling only two thirds as many miles annually.

9.3.5 There were also significant differences by region of residence, as shown in Figure 9.2. The East had the lowest proportion of respondents who had heard of the Agency (75%); significantly lower than the South East (87%). These differences were partly driven by the same factors as discussed above; respondents in the South East travelled on the network with greater frequency, (67% were frequent users compared to 58% in the East), and 67% drove 5,000 or miles a year compared with 59% in the East.

1 See Glossary for definition of SEG (Socio-Economic Group)

64

Figure 9.2 Heard of the Agency by region of residence

82 84 75 83 84 87 81

0

20

40

60

80

100


South East M25

%

Had you heard of the Highways Agency before this interview?

Base 288 429 292 320 290 245 140

9.3.6 The most common way respondents were aware of the Agency was through Highways Agency vehicles (62%). This proportion was lowest in the East at 51%, and highest in the M25 region (92%), and was strongly influenced by the frequency of travelling on motorways. Just 39% of those who never travel on motorways mentioned Agency vehicles, while 75% of those travelling more than once a week did.

9.3.7 Road signs were the next most frequently mentioned source of awareness; for 28%, an increase from 25% in 2011/12. Again, the proportion is influenced by frequency of use of the network; where trunk roads were used more than once a week, 38% said they were aware through road signs compared with 6% who never used trunk roads.

9.3.8 The Agency was recognised as having a wide ranging role; maintaining roads was mentioned by 44% of respondents, with 29% mentioning trunk road maintenance specifically, and 41% saying maintaining motorways. Just over one in ten (11%) said the Agency was responsible for improving road safety, and 13% said road signs were one their responsibilities.

9.4 Traffic Officers

9.4.1 Traffic officers undertake a number of roles, aiming to keep traffic moving safely.

9.4.2 Slightly fewer respondents (69%) were aware of traffic officers in 2012/13 than in the previous year (71%). Significantly fewer, 19% had seen traffic officers on their most recent journey on the network than in 2011/12 (22%). These changes may reflect that the changing role of traffic officers is making them less visible.

9.4.3 A wide range of roles were suggested by respondents for traffic officers, the main ones being attending accidents (41%), monitoring traffic (37%), attending breakdowns (33%) and supporting the police (28%).

9.4.4 There were significant differences in awareness of traffic officers across regions. By residence, the North West showed the lowest proportion of awareness (55%) whilst the South East and M25 regions the highest (87% and 79% respectively). By region travelled in, respondents who travelled on the M25 on their most recent journey were those most likely to have seen a traffic officer (44%), while those using trunk roads in the North West and East regions were the least likely (12%), as shown in Figure 9.3.

65

Figure 9.3 Saw traffic officers on most recent journey by region travelled in

26

16

28

44

3340 41

22

12

20

0

12

31

21

0

10

20

30

40

50

North East North West Midlands M25 Eastern South East South West

%


Base (M) 214 268 300 174 234 316 191 Base (T) 185 34 419 0 261 271 202

Note: respondents could travel through more than one region/road type

9.4.5 Overall, 86% of respondents thought it important that there were traffic officers on the network, including 45% who though it very important. They were of more importance to women and the oldest age group, 48% and 50% respectively said they were very important, while just 37% of those aged 17-24 thought this.

9.4.6 They were felt to be very important because they attend accidents (56%), attend breakdowns (48%), and keep traffic flowing (47%). Of the 3% of respondents who did not feel traffic officers were important, the reasons given were that the police should be fulfilling that role, or a lack of awareness of what their role is.

9.5 Managed motorways

9.5.1 The managed motorway programme involves a series of measures designed to improve traffic flow, reduce delays and ease congestion during peak times. Questions were introduced to NRUSS during 2009/10 to measure perceptions of the impacts of both individual measures and the overall impact of the managed motorway programme.

9.5.2 Overall, 89% of respondents were aware of at least one managed motorway measure with the use of variable speed limits the most commonly mentioned (80%) closely followed by incident response measures (VMS) (73%) as shown in Figure 9.4. Awareness has increased slightly since 2011/12.

Figure 9.4 Which management measures are you aware of?

63

80

46

73 7157

76

50

74 69

0

20

40

60

80

100

Use of the hard shoulder as an

extra lane at busy times

Use of variable speed limits to

manage traf f ic f low

Incident response measures, CCTV

Incident response measures, VMS

Traf f ic lights on slip roads, to manage

traf f ic f low

%2012-13

2011-12

Which of the following measures are you aware of when using motorways? Base: 2012/13 2011/12

1990 2005

1932 1994

1949 1988

1989 1993

1875 1939

66

9.5.3 Awareness of these measures varied by region of residence, as shown in Figure 9.5. Those living in the Midlands and M25 regions, where managed motorway schemes have been operating for some time were most aware, and particularly for use of the hard shoulder in the M25 region (92% aware), and CCTV for incident response in the Midlands (67%). Awareness overall was lowest amongst North West respondents.

Figure 9.5 Awareness of measures by region

56 74 65 53 49 6292

7187 82

76 7287

8928

6743

4532

48

51

42

89

7763 78

74

83

60

75

65

65 68

86

87

50

100

150

200

250

300

350

400

450

North West Midlands East South West Yorkshire and the

North East

South East M25

%

Traf f ic lights on slip roads, to manage traf f ic f low

Incident response measures, VMS

Incident response measures, CCTV

Use of variable speed limits to manage traf f ic f low

Use of the hard shoulder as an extra lane at busy times

Which of the following measures are you aware of when using motorways? Respondents could give more than one answer

Base 286 428 292 309 291 239 144

9.5.4 The main changes in perceptions of the effects of managed motorways from 2011/12 to 2012/13 were that:

- More respondents felt that hard shoulder running would lead to journeys being less safe, 21% in 2012/13 from 10% in 2011/12;

- More respondents felt that use of variable speed limits would improve traffic flow, 52% in 2012/13 from 45% in 2011/12;

- More respondents felt that CCTV to monitor incidents would lead to safer journeys, 62% in 2012/13 from 47% in 2011/12;

- Fewer respondents felt that the use of VMS as an incident response measure would improve traffic flow, 15% in 2012/13 from 25% in 2011/12; and

- More respondents felt that traffic lights on slip roads would lead to safer journeys, 26% in 2012/13 from 20% in 2011/12.

9.5.5 As Table 9.1 shows, respondents felt that using the hard shoulder during peak times was the most effective way of improving traffic flow (54%) and reducing delays (34%). However, one fifth (21%) thought it would also lead to journeys being less safe. CCTV and VMS response were both felt to contribute to safe journeys, 62% and 52% respectively.

67

Table 9.1 Impact of managed motorway measures

Impact of...

Hard shoulder

(%)

Variable speed limit

(%)

Incident response - CCTV (%)

Incident response - VMS (%)

Traffic lights on slip roads

(%)

Improved journey time reliability 6 5 1 8 2 Improved traffic flow 54 52 9 15 45 Fewer delays 34 12 11 11 10 More delays * 9 2 3 9 Safer journeys 4 31 62 52 26 Less safe journeys 21 4 * * 6 Cost savings to user * * * * * Base 1256 1598 870 1411 1389

What would be the impacts on your journey of ...? Multiple responses allowed

9.5.6 For the package of measures as a whole, the majority perceive improved traffic flow and safer journeys as the main benefits; with around three fifths stating this as shown in Figure 9.6, and both these results have increased over the previous year.

9.5.7 Far more respondents thought the outcome would be safer as opposed to less safe journeys (57% compared with 2%); 35% thought there would be fewer delays while just 15% thought it would mean more delays.

Figure 9.6 Overall impact of managed motorway measures

60

57

35

26

25

15

13

12

9

8

2

57

54

38

18

24

14

8

7

10

5

2

20 40 60 80

Improved traf f ic f low

Safer journeys

Less delays

Makes ef fective use of existing road space

Improved journey time reliability

More delays

Cheaper that building new roads

Cheaper than widening roads

Don't know

Cost savings to user

Less safe journeys %

2012-13

2011-12

What would be the overall impacts of motorway management measures? Base 2012/ 13 2040 2011/12 2058

9.5.8 Respondents in the Midlands region in particular perceived safer journeys, 80%. Results for the M25 region differ from other regions however, with just 18% feeling traffic flow was improved by managed motorways, and 66% saying delays would be greater.

68

9.5.9 Overall perceptions were that the outcomes and impacts of managed motorway measures would be positive.

9.6 Severe Weather

9.6.1 One of the Agency’s roles is promoting safe travel; including providing information to assist people make informed decisions about travelling in severe weather.

9.6.2 While the majority of respondents were satisfied with the severe weather warnings received, and felt them to be mostly accurate, the results for 2012/13 were slightly less positive than for 2011/12, with the proportion fairly satisfied falling from 44% to 39%. However, over both years, just 3% were dissatisfied, and less than 5% felt advice in relation to severe weather warnings to be inaccurate, as shown in Figure 9.7.

Figure 9.7 Satisfaction with severe weather warnings

31 31

12 11

39 4468 71

27 22 16 152 2 4 21 1

10

20

30

40

50

60

70

80

90

100

2012-13 2011-12 2012-13 2011-12

Satisfaction Accuracy

%

Very dissatisf ied/Always inaccurate

Fairly dissatisf ied/Mostly inaccurate

Neither/About equal

Fairly satisf ied/Mostly accurate

Very satisf ied/Always accurate

How satisfied are you with severe weather warnings? Base: 2012/13: (1329), 2011/12 (1464) How accurate do you find severe weather warnings? Base: 2012/13 (1013), 2011/12 (1136)

9.6.3 Males were more likely than females to be dissatisfied with severe weather warnings, 3% compared with 1% of females.

9.6.4 As a result of severe weather warnings, 55% of respondents had made checks to their vehicles before setting off, and 72% had chosen to take items with them to help them cope with the conditions warned about. These proportions are lower than in 2011/12, but this may be that the types of warnings given differed in severity.

9.6.5 Over both years, the main vehicle checks undertaken by around two fifths of respondents were lights, water, anti-freeze and oil. Four percent of respondents in 2012/13 said that their vehicle was regularly checked as a matter of course regardless of severe weather warnings.

9.6.6 Almost half of respondents (47%) said they would take de-icer, and just over a fifth (42%) said they would take warm clothes, similar to the previous year. Around a quarter to a third would also take blankets, water, hot drinks and food.

69

9.7 Emergency Phones

9.7.1 Less than one percent of respondents in 2012/13 had to use an emergency telephone, similar to 2011/12.

9.7.2 Of the eight respondents who used an emergency telephone in 2012/13, the comments provided were mostly positive and some examples are listed below:

“I ran out of petrol, the phone was working and the service was first class. Thank you”

“The service provided was first class, the lady on the phone was very helpful and attention was quick”

“Very good, working and available. A quick response, but could have been a quicker response. I pulled over and called the police to report a person running down the middle of the A27”

“Phone was working ok and they were able to find me easily”

9.8 Overall Satisfaction with the Highways Agency

9.8.1 Eighty five percent were either very or fairly satisfied with the Agency’s overall performance (39% very and 46% fairly). The proportion who were ‘very’ satisfied increased significantly from 33% in 2011/12 to 39% in 2012/13, while there was a drop in the proportion who were fairly satisfied (52% in 2011/12 to 46% in 2012/13.

9.8.2 There were variations by region, as shown in Figure 9.8 with the North West (67% very and 25% fairly satisfied) and the East (42% very and 50% fairly satisfied) having the highest proportion of respondents being satisfied (92% each).

9.8.3 Just nine respondents were very dissatisfied with three of these being from Yorkshire and the North East, two each in the North West and the South East and one each from the East and the South West.

9.8.4 There were no significant differences with satisfaction between age groups although those respondents aged between 25 and 44 were more likely to feel very satisfied (41%) than any other age group especially those in the youngest group (38%).

Figure 9.8 Satisfaction with Highways Agency

67

3043

35 31 27

51

25

58

50

38 52 56

37

6 12 624

16 14 91 1 1 3 * 3 31 * * 1 1

0

20

40

60

80

100


South East M25

%

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

How satisfied or dissatisfied are you with the Highway Agency’s overall performance in the past 12 months?

Base 290 433 304 327 294 246 146

70

9.8.5 Many respondents were unable to make suggestions on how the Agency could improve its performance during the next 12 months. Suggested improvements covered a range of topics, including infrastructure, signage and information, and traffic management. The comments have been themed and quantified, as shown in Table 9.2, showing the results for 2011/12 for comparison. Road maintenance and roadworks attracted an increased number of comments in 2012/13.

Table 9.2 How could the Agency improve Topic Area 2012/13 2011/12

Road maintenance 11% 8% Investment and road building 4% 3% Infrastructure

Junctions *% *% Traffic officers 6% 8%

Roadworks 9% 6% Signage 5% 4% Signs and

information Information 3% 1% Driver behaviour 1% 1% Safety 1% 1% HGVs 1% 1% Severe weather *% 1% Accidents 1% *%

Safety Aspects

Speed 2% 1% Congestion 4% 4% Traffic management 2% 1% Rest areas 0% *%

Other 4% 2% General positive feedback 10% 11% No improvements needed 7% 11% Positive Response

Don't know (what improvements could be made) 28% 27% Awareness of Agency 3% 4% Local roads 2% 1% Comments on survey *% *%

General

Unable to comment 4% 5% Base 2040 2058

* Less than 1%

9.8.6 From the comments made, the majority of respondents were satisfied with the Agency’s performance, with suggestions for improvements being fewer than the positive commendations received, see Table 9.2. When asked how the Agency could improve its performance over the next 12 months, 7% indicated that nothing needed to be done to improve performance, representing a 4% decrease on 2011/12. Close to a third (28%) said they did not know what could be done. Around 4% felt unable to comment because they did not know enough about the Agency and what it does. These were predominantly people who did not drive and used the network as passengers.

9.8.7 Ten percent of the comments provided general positive feedback about the Agency, for example.

“Already noticed a big improvement in the last few years. Have a contact number for highways advertised more on matrix signs in case you spot anything on the road you can report to them”

“Carry on with the very good work already done”

71

“From what I have seen the roads here are to be proud of and if the Highway Agency is responsible for that then that’s great”

“I think they are pretty good overall, they always do the gritting well and are good at preparation. They are quite informative on a journey, very good at debris clearance and very quick at replacing barriers. You see very little debris and litter on the motorways”

“I think they’re doing a great job with the money the government allows them. I’m sure they would do more if they had more money. Improve side roads and gritting in bad weather”

9.8.8 Eleven percent of comments related to road maintenance, and most related to the conditions of the roads.

“By perhaps reacting more quickly to problems, for example the pothole problems/ grass verge problems, and reacting to publics' request more promptly or even at all!”

“More repairs and attention to surfaces, better management of road repairs to cause less delays”

“Widen the A14 to make it a safe road, and keep the road surfaces good, with a specialist lorry lane to stop the tail backs their overtaking causes”

“More repairs and attention to surfaces, better management of road repairs to cause less delays”

9.8.9 Other topics mentioned included roadworks (9%), traffic officers (6%), and signage (5%).

“Ensure that they maintain a good presence of patrol vehicles on the highways. A greater awareness of what to do if we breakdown on the motorway, I recently experienced this and did not know to call 999”

“Every time I see Highway Agency officers on the motorway they look like they’re doing something productive”

“More vehicles on the road. Be more pro-active in improving traffic flow. Encouraging drivers to slow down especially in wet or other poor conditions. Also a minimum speed limit on motorways in the middle lane”

“Be seen active when you do come across roadworks, so many times there just appears to be nobody working on them and roads are coned off unnecessarily”

“No roadworks and make it very clear what the issues are, if there is an accident say there is an accident, road blocked”

“Make road signs more accurate - and make them easier to follow if you are not local and are new to the area - sometimes they are not obvious”

“Ensure that the VMS are very up-to-date as it’s very annoying to find incidents have cleared when the VMS have warned of them, when you get there”

72

Appendix A NRUSS Questionnaire (CAPI Script)

NRUSS QUESTIONNAIRE 2012/13

Note: The Questionnaire is administered on CAPI, with the following representing the questionnaire:

Questions shown in bold 11 point

Possible responses shown in normal font (11 point) Routing shown in routing column Interviewer instructions shown in italic 10 point CAPI (programming instructions) shown in 10 point bold italic

Information read out to respondent shown in coloured text Explanatory information for interviewers shown in 9.5 point bold

Wording inserted by CAPI, in red text

Section A: Awareness of the Highways Agency

Question Routing Variable

A1 Had you heard of the Highways Agency before this interview? Code one only

Aheard

Yes 1 No 2

Go to A2 Go to All (1)

A2 Where have you seen or heard anything about the Highways Agency? SHOWCARD A1 Code all that apply Probe fully

AWhr

Road sign 1

Magazine / Paper 2

Radio 3

TV 4

Leaflets 5

Internet 6

Highways Agency vehicles 7

Place of work 8

Contact them 9

Word of mouth 10

Local council 11

Other (specify) 12

Don’t know 13

Refused 14

73


A3 What do you think the Highways Agency is responsible for? DO NOT PROMPT. Probe fully. code all that apply

AHAResp

Improve trunk roads 1

Improve motorways 2

Improve all roads (general) 3

Maintain trunk roads 4

Maintain motorways 5

General road maintenance 6

Traffic officers 7

Information about traffic conditions 8

Road signs 9

Improve road safety 10

Building new roads 11

Planning new roads 12

Traffic management 13

Traffic census 14

Highways Agency Information Line (HAIL) 15

Cones hotline 16

Run the roads/ Operate network 17

Other (specify) 18

Don’t know 19

Refused 20

ALL (1)

READ OUT: The Highways Agency is a Government agency, part of the Department for Transport (DfT).

The Agency is responsible for operating, maintaining and improving England's core road network which consists of:

motorways (blue roads on the map); and trunk roads (red on the map – these are the major, but not all A roads). The trunk roads

tend to link motorways to each other, or to major cities and ports. Most lower grade roads, all those which are not shown on the map, are the responsibility of local authorities.

[Show Map, highlight difference between Agency roads and local authority owned roads so respondent understands the difference]


A4 Are you aware that there are Highways Agency Traffic Officers? SHOWCARD A2 Code one only Yes 1

No 2 Don’t know 3

Go to A5 Go to Section B Go to Section B

BHATO

74


A5 What do you think Highways Agency Traffic Officers do? DO NOT PROMPT. Probe fully. code all that apply/ record verbatim

BTODo

Attend accidents 1

Clear debris 2

Road closures 3

Remove damaged vehicles 4

Support police 5

Patrols 6

Monitor traffic 7

Attend breakdowns 8

Keep traffic flowing 9

General - assess roads 10

General - maintenance of roads 11

Other specific answer not in codeframe (specify) …12…………………………

Don’t know 13

Refused 14

Section B: Travel on Motorways and Trunk Roads Question Routing Variable

B1 Do you hold a full or provisional driving licence? Code one only

Yes - Full licence 1 Yes - Provisional licence 2 Neither 3

fDLic

B2 How many miles would you say you drove in the last 12 months? Write in ……………………….miles

fMiles

B3a Have you travelled on the motorway or trunk road network in the last 12 months as......? Prompt Code all that apply SHOWCARD B1

A driver of a car A driver of a van A passenger in a car A passenger in a van As a driver of a goods vehicle bus or coach A passenger in a bus or coach * A motorcyclist Other (specify)...........................

1 2 3 4 5 6 7 8

TravVeh

*(if respondent answers yes then clarify that they have been on a bus or coach on Agency roads and not just local roads) Respondent is DRIVER if B3a = 1,2, 5 or 7

75

Question

B3b [For those where yes at B3a] How frequently do you travel on the motorway and trunk road network as...?

SHOWCARD B2 Code one only for each option

Prompt Once a week or more Less than once a week As a driver of a car 1 2 As a driver of a van 1 2 As a passenger in a car 1 2 As a passenger in a van 1 2 As a driver of a goods vehicle, bus or coach 1 2 As a passenger in a bus or coach 1 2 As a motorcyclist 1 2 Other (specify).... 1 2

Question Motorways Trunk Roads

B4a Now thinking about all trips you have made, how frequently have you travelled on MOTORWAYS in England in the last 12 months?

Motorways are shown by the BLUE roads on the map.

B4b How frequently have you travelled on TRUNK ROADS in England in the last 12 months?

Trunk Roads are shown by the RED roads on the map.

SHOWCARD B3 Code one only for Motorways and one for Trunk Roads.

5 or more days a week 2-4 days a week Once a week Less than once a week but more than once a month Once a month Less than once a month Have not travelled on Motorway or Trunk Road

BRegM

1 2 3 4 5 6 7

BRegT

1 2 3 4 5 6 7


B5 In your opinion, do you live close to a Highways Agency Motorway or Trunk Road?

Code one only. Yes 1

No 2 Don’t know 3

Go to B6Go to B7Go to B7

LiveClo

76


B6 Which Agency road(s) do you live near? Code all that apply

LvCloR

Motorways M1 ......... 1 M25..... 9 M40....... 17 M54 ...... 25 M602..... 33 M69 ...... 41

M11 ....... 2 M26..... 10 M42....... 18 M55 ...... 26 M606..... 34 A1(M).... 42

M18 ....... 3 M27..... 11 M45....... 19 M56 ...... 27 M61....... 35 A194(M) 43

M180 ..... 4 M271... 12 M48....... 20 M57 ...... 28 M62....... 36 A3(M).... 44

M181 ..... 5 M275... 13 M49....... 21 M58 ...... 29 M621..... 37 A308(M) 45

M2 ......... 6 M3....... 14 M5......... 22 M6 ........ 30 M65....... 38 A404(M) 46

M20 ....... 7 M32..... 15 M50....... 23 M6 Toll.. 31 M66....... 39 A627(M) 47

M23 ....... 8 M4....... 16 M53....... 24 M60 ...... 32 M67....... 40 A66(M).. 48

A74(M).. 49

Trunk roads

A1.......... 50 A2070 ... 66 A36....... 82 A452..... 98 A55....... 114 A696 ....... 130

A1033.... 51 A21 ....... 67 A38 ....... 83 A453..... 99 A550..... 115 A74 ......... 131

A1089 .. 52 A23 ....... 68 A4 ......... 84 A458..... 100 A556..... 116

A11 ...... 53 A24 ....... 69 A40 ....... 85 A46....... 101 A56....... 117

A12 ...... 54 A259 ..... 70 A404 ..... 86 A47....... 102 A585..... 118

Dartford Crossing Bridge

132

A120 .... 55 A26 ....... 71 A405 ..... 87 A483..... 103 A590..... 119

A13 ...... 56 A27 ....... 72 A41 ....... 88 A49....... 104 A595..... 120

A14 ...... 57 A282 ..... 73 A414 ..... 89 A5......... 105 A6......... 121

Dartford Crossing Tunnel

133

A160...... 58 A3 ......... 74 A417 ..... 90 A50....... 106 A61....... 122

A168 .... 59 A30 ....... 75 A419 ..... 91 A500..... 107 A616..... 123 A174 .... 60 A303 ..... 76 A42 ....... 92 A5036... 108 A628..... 124 A180 .... 61 A31....... 77 A421 ..... 93 A5103... 109 A63....... 125

A184 .... 62 A3113 ... 78 A428 ..... 94 A5111... 110 A64....... 126

A19 ...... 63 A316 ..... 79 A43 ....... 95 A5117... 111 A66....... 127

A2 ........ 64 A34 ....... 80 A446 ..... 96 A5148... 112 A663..... 128

................

A20........ 65 A35 ....... 81 A45 ....... 97 A52....... 113 A69....... 129


B7 Next, I would like to ask you about your work related travel. First can I just check which of the following best describes your current working status? SHOWCARD B4 Code one only

In full-time employment (as an employee or self-employed) 1

In part-time employment (as an employee or self-employed) 2 Unemployed and looking for work 3 Unemployed but not looking for work 4 Looking after home/family 5 Long term sick or disabled 6 Retired 7 Student 8 Other (specify) ………………………………………………………….. 9

Go to B8 Go to B8 Go to B11 Go to B11 Go to B11 Go to B11 Go to B11 Go to B11 Go to B11

FStat

77

Question Variable

B8 How frequently do you use MOTORWAYS or TRUNK ROADS for your regular trip (or commute*) to or from work?

SHOWCARD B5 Identify roads used to ensure Agency road, then code one only for Motorways and one for Trunk Roads.

5 or more days a week 2-4 days a week Once a week Less than once a week but more than once a month Once a month Less than once a month Never

Motorway

1 2 3 4 5 6 7

Trunk Road

1 2 3 4 5 6 7

BworkM BworkT

*by commute we mean travelling to the same location e.g. place where they are employed from. Travel to different locations is business trip see B9/B110. If no set place of work, or if work at home then they do not commute to work so code 7 Question Routing Variable

B9 Do you ever travel on motorways or trunk roads as part of your job or for business purposes? Code one only

Yes 1 No 2

Go to B10 Go to B11

BDrjb

B10 How frequently do you use MOTORWAYS or TRUNK ROADS for trips made in connection with work (excluding your trip to or from work), e.g. business trips?

SHOWCARD B5 Code one only 5 or more days a week 1 2-4 days a week 2 Once a week 3 Less than once a week but more than once a month 5 Once a month 5 Less than once a month 6 Never 7

BDriWk


B11 How frequently do you use MOTORWAYS or TRUNK ROADS for all journeys EXCEPT for work or business? (e.g. leisure trips, visiting friends/ relatives, shopping etc)

SHOWCARD B5 Code one only

5 or more days a week 1 2-4 days a week 2 Once a week 3 Less than once a week but more than once a month 4 Once a month 5 Less than once a month 6 Never 7

BLeis

78

ASK ALL (2) Section C: Most Recent Journey Interviewer: The next questions are about the most recent journey made by the respondent using Highways Agency motorways and trunk roads. Respondents should think about their most recent trip e.g. from home to Brentwood or from Brentwood to home.

READ OUT: I would now like you to focus on the most recent journey you made on a Highways Agency motorway or trunk road. Most of the remaining questions will relate to this last journey you made. There will be a chance to comment generally on other journeys at the end of the survey.

CAPI will alternate between outward and return journey.

READ OUT: I would now like you to focus on the [outward / return] part of this journey.


C1a Thinking about the last time you travelled on a Highways Agency

motorway or trunk road, what is the nearest town or village to where you started your journey? Show Map. Type in postcode and nearest town or village Postcode ………………………………….. Town village ………………………………. < bplaces>

BStPC

C1b What was the nearest town or village to where you ended your journey? Show Map. Type in postcode and nearest town or village Postcode ………………………………….. Town village ………………………………. < bplacee>

*Trip should not start and finish in same location unless respondent went for ‘a drive’ with no specific destination.

BTrEnd

C2 Did this journey....... Prompt Code one only

HMSrt

Start from your home 1

End at your home 2

Neither 3

C3 When was this journey? Prompt Code one only SHOWCARD C1

Jrnywhen

Within the last week 1

Within the last fortnight 2

Within the last month 3

Within the last 3 months 4



Don’t know / can’t remember 7

79


C4 What day of the week was this journey? Prompt Code one only

Btime

Monday 1

Tuesday 2

Wednesday 3

Thursday 4

Friday 5

Saturday 6

Sunday 7

Weekday (unspecified) 8

Weekend (unspecified) 9

Can’t remember 10

C5 Which of the roads shown on the map were used to make the journey between bplaces and bplacee? (SHOW Map)?

Type in the HA roads used.

If one type of road not used, KPI questions based on that road type (e.g. motorway or trunk road) should not be asked.

RoadTy

Motorways M1 ......... 1 M25..... 9 M40....... 17 M54 ...... 25 M602..... 33 M69 ...... 41

M11 ....... 2 M26..... 10 M42....... 18 M55 ...... 26 M606..... 34 A1(M).... 42

M18 ....... 3 M27..... 11 M45....... 19 M56 ...... 27 M61....... 35 A194(M) 43

M180 ..... 4 M271... 12 M48....... 20 M57 ...... 28 M62....... 36 A3(M).... 44

M181 ..... 5 M275... 13 M49....... 21 M58 ...... 29 M621..... 37 A308(M) 45

M2 ......... 6 M3....... 14 M5......... 22 M6 ........ 30 M65....... 38 A404(M) 46

M20 ....... 7 M32..... 15 M50....... 23 M6 Toll.. 31 M66....... 39 A627(M) 47

M23 ....... 8 M4....... 16 M53....... 24 M60 ...... 32 M67....... 40 A66(M).. 48

A74(M).. 49

Trunk roads

A1.......... 1 A2070 ... 17 A36....... 33 A452..... 49 A55....... 65 A696 ....... 81

A1033.... 2 A21 ....... 18 A38 ....... 34 A453..... 50 A550..... 66 A74 ......... 82

A1089 .. 3 A23 ....... 19 A4 ......... 35 A458..... 51 A556..... 67

A11 ...... 4 A24 ....... 20 A40 ....... 36 A46....... 52 A56....... 68

A12 ...... 5 A259 ..... 21 A404 ..... 37 A47....... 53 A585..... 69

Dartford Crossing Bridge

83

A120 .... 6 A26 ....... 22 A405 ..... 38 A483..... 54 A590..... 70

A13 ...... 7 A27 ....... 23 A41 ....... 39 A49....... 55 A595..... 71

A14 ...... 8 A282 ..... 24 A414 ..... 40 A5......... 56 A6......... 72

Dartford Crossing Tunnel

84

A160...... 9 A3 ......... 25 A417 ..... 41 A50....... 57 A61....... 73

A168 .... 10 A30 ....... 26 A419 ..... 42 A500..... 58 A616..... 74 A174 .... 11 A303 ..... 27 A42 ....... 43 A5036... 59 A628..... 75 A180 .... 12 A31....... 28 A421 ..... 44 A5103... 60 A63....... 76

A184 .... 13 A3113 ... 29 A428 ..... 45 A5111... 61 A64....... 77

A19 ...... 14 A316 ..... 30 A43 ....... 46 A5117... 62 A66....... 78

A2 ........ 15 A34 ....... 31 A446 ..... 47 A5148... 63 A663..... 79

................

A20........ 16 A35 ....... 32 A45 ....... 48 A52....... 64 A69....... 80

80

Question Variable

C6a/b You said that you travelled on [motorways mentioned in C5]. When you were travelling on these motorways between bplaces and bplacee which of these areas did you travel in?

You said that you travelled on [trunk roads mentioned in C5]. When you were travelling on these trunk roads between bplaces and bplacee which of these areas did you travel in?

Show Map Code all that apply

North East North West

East Midlands West Midlands

East South East South West

Motorway

1 2 3 4 5 6 7

Trunk Road

1 2 3 4 5 6 7

JrnyReg


C7 For the journey between bplaces and bplacee, did you use any of the following to plan your route before you set off? SHOWCARD C2 Code all that apply

RoutPln

Website (please specify in C7a) 1

Satnav or in-car navigation system 2

Map / Atlas (not from website) 3

Mobile phone with 3G or WAP 4

iPhone 5

BlackBerry or iPAQ 6

None 7

Other (please specify)...................... 8


C7a If website used: Please specify website used: Do not prompt Code all that apply

RoutWeb

Highways Agency 1

Google Maps 2

AA (Route finder) 3

RAC 4

Multi-map 5



81


C8 Thinking about this journey, how many miles would you say you travelled one way between bplaces and bplacee?

Total number of miles for trip – Type in number

….......….......miles

MilTrav

C9 What was the main purpose of this trip? Prompt Code one only SHOWCARD C3

BPurp

Regular trip to/from Work 1

Employer’s Business – travelling in connection with work 2

Education 3

Holiday 4

Visiting Friends or Relations 5

Shopping 6

Leisure or Entertainment 7

Personal Business 8

Other (please specify)........................................ 9


C10 Still thinking about this journey between bplaces and bplacee, at the outset were you travelling.......

Prompt Code one only

TrvWth

On your own 1 Go to C11

With other people 2 Go to C10a

C10a In which age groups were the other people travelling with you..... Code all that apply SHOWCARD C4

TrvAge

a) 0 – 5 years 1

b) 6 – 17 years 2

c) 18 – 64 years 3

d) 65 or over 4

e) Don’t know 5

C11 Were you the driver, a passenger or did you share the driving? Code one only

DriPas

The driver 1

A passenger 2

Both (shared) 3


C12 What type of vehicle were you travelling in....... Prompt Code one only

TypeVeh

Car 1

Van 2

Motorcycle 3

Bus or coach 4

Taxi 5

Lorry/HGV 6

Other (specify)...... 7


82

C13 Who does the vehicle belong to? Prompt. Code one only. SHOWCARD C5

OwnVeh

Your own vehicle 1

A company vehicle 2

Another member of the family’s vehicle 3

Someone else’s vehicle, not in household 4

Public bus, or coach 5

Other (specify).................................. 6


C14 On a scale of 1 to 10, where 1 is an extremely poor journey and 10 is an extremely good journey, how would you rate your journey between bplaces and bplacee, first of all for the section that was on local roads? So excluding the part of the journey on motorways or trunk roads. SHOWCARD C6

…………………………………………………………

RateLoc

C14a Why do you say that? DO NOT PROMPT. Probe fully.

YLoc

C15 And how would you rate the journey between bplaces and bplacee for the section of the journey that was on motorways (shown in blue on the map)? SHOWCARD C6

…………………………………………………………

RateMway


YMway

C16 And how would you rate the journey between bplaces and bplacee for the section of the journey that was on trunk roads (shown in red on the map)? SHOWCARD C6

…………………………………………………………

RateTrnk


YTrnk

Question Motorways Trunk

Roads

C17 Thinking about your journey between bplaces and bplacee, how often do you make this trip?

SHOWCARD C7

Coft

5 or more days a week 1 Go to C18

2-4 days a week 2 Go to C18

Once a week 3 Go to C18

Less than once a week but more than once a month 4 Go to C18

Once a month 5 Go to C18

Less than once a month, but more than once a year 6 Go to C18

Once a year 7 Go to C18

Less than once a year 8 Go to C18

First time I’ve made this trip 9 Go to D1

83

C18 [only asked if C17 <=8] Thinking about your last journey between bplaces and bplacee, would you say it was better, worse, or about the same as other times you have made that journey?

Code one only Better 1 About the same 2 Worse 3 Don’t know 4

TrpComp

ASK ALL (3) Section D: Delays Now thinking about the most recent journey that you made between (bplaces) and (bplacee)


D1 At what time did you set off from bplaces? Write in …………hours ……………… minutes < Deptime>

Deptime

D2 At what time had you expected to arrive at bplacee, and at what time did you arrive?

Write in Expected…………hours ……………… minutes < Exptime> Actual…………hours ……………… minutes < Arrtime> <Jtime = Arrtime-Deptime>

Exptime

D2a [If respondent answers don’t know to Deptime and/or Arrtime ask]: How long did your journey take between bplaces and bplacee?

…………hours ……………… minutes < Jtime>

JtimeHrs JtimeMins

CAPI will prompt interviewer to check distance (MilTrav) against departure and arrival time (Detime/Arrtime) OR journey time (Jtime).

84


D3 Did you check the travel conditions between bplaces and bplacee before you set off on your journey? Code one only

Yes 1 No 2 Don’t know / can’t remember 3

Go to D3a Go to D4

ChkCond

D3a Which of the following did you use to check the travel conditions before you set off from bplaces? SHOWCARD D1

ChkHow

Website (specify) 1



iPhone 4


Telephone information line (specify)......................... 6

Radio 7

TV 8

Other (specify)............................................. 9


D3b If website used: Please specify website used: Do not prompt

ChkWeb

Highways Agency 1

Google Maps 2

AA 3

RAC 4

Multi-map 5

BBC 6



D4 Did you allow extra time in case of delays on that journey between bplaces and bplacee? Code one only

Yes 1 No 2 Don’t know / can’t remember 3

Go to D5 Go to D6 Go to D6

DwhexP

D5 How much extra time did you allow for possible delays? Write in …………hours ……………… minutes

Dextra

D6 How important was it to you that you arrived at bplacee at the time you expected [Exptime]?

ImpTime

SHOWCARD D2 Code one only Extremely Important 1 Go to D6a Very Important 2 Go to D6a Fairly Important 3 Go to D6b Not at all important 4 Go to D6c Don’t know 5 Go to D7

85


D6a Why was it [extremely / very] important that you arrived at the time you expected?

DO NOT PROMPT. Probe fully.

YImpTim1

Meeting friends / family - important to be there at set time 1 Go to D7 On way to work 2 Go to D7 On work business 3 Go to D7 Appointment 4 Go to D7 Leisure trip with start time (e.g. football match, theatre) 5 Go to D7 Like to be on time / don’t like being late 6 Go to D7 Picking up / dropping off children (e.g. school, family members) 7 Go to D7 Meal time / restaurant booked 8 Go to D7 Other (please specify)..................................... 9

Go to D7

D6b Why was it fairly important that you arrived at the time you expected? DO NOT PROMPT. Probe fully.

YImpTim2

Meeting friends / family - important to be there at set time 1 Go to D7 On way to work 2 Go to D7 On work business 3 Go to D7 Appointment 4 Go to D7 Leisure trip with start time (e.g. football match, theatre) 5 Go to D7 Like to be on time / don’t like being late 6 Go to D7 Picking up / dropping off children (e.g. school, family members) 7 Go to D7 Meal time / restaurant booked 8 Go to D7 Go to D7 Homeward journey arrival time not important 9 Go to D7 No rush / hurry 10 Go to D7 Didn’t have to arrive at a set time 11 Go to D7 Meeting friends / family - not important to be there at set time 12 Go to D7 Leisure / shopping trip - not important to be there at set time 13 Go to D7 No other plans 14 Go to D7 No appointment 15 Go to D7 Other (please specify)..................................... 16

Go to D7

D6c Why was it not at all important that you arrived at the time you expected?


YImpTim3

Homeward journey arrival time not important 1 Go to D7 No rush / hurry 2 Go to D7 Didn’t have to arrive at a set time 3 Go to D7 Meeting friends / family - not important to be there at set time 4 Go to D7 Leisure / shopping trip - not important to be there at set time 5 Go to D7 No other plans 6 Go to D7 No appointment 7 Go to D7 Other (please specify)..................................... 8

Go to D7


D7 Did you / the driver stop to pick up or drop off passengers on this journey between bplaces and bplacee? Code one only

PckPass

Yes 1

No 2

Don’t know 3

86

D8 Did you stop to take a break at all on this journey? (This does not include picking up/dropping off passengers, unless a break was taken at the same time) Code one only

Yes 1 No 2 Don’t know 3

Break

D9 Did you use any of the following to check the travel conditions between bplaces and bplacee during your journey, for example by listening to the radio for traffic updates, reading electronic variable message signs or receiving traffic updates via Sat Nav? SHOWCARD D3

TravChk

Traffic updates on the radio 1

Variable Message Signs (electronic road signs) 2



iPhone 5


Other (please specify)...................... 7 None 8 Don’t know / can’t remember 9


D10 Thinking about this journey from bplaces to bplacee, did you experience any delays resulting from the following?

SHOWCARD D4 Probe fully. Code all that apply

If no to all skip to D14

DDelay

D11 only for those mentioned in D10

D11 On which roads did this [insert reasons answered yes to in D10] occur? (SHOW Map) Probe fully. Type in either the motorways / trunk roads / other (non-HA)

DelRoad

Reason for Delay D10 Tick all

that apply

D11 Type in specific HA roads or local authority roads. Only those roads given at C5 allowed, or ‘local’

Roadworks Accidents Breakdown – other vehicle Breakdown – own vehicle Volume of traffic/ congestion Bad weather (specify)__________ Road closure Diversions Slow vehicle - (e.g. wide loads, tractors etc, not slow drivers)

Other (specify) Don’t know No delays

87


D12 How much time do you think was added to your journey as a result of this delay? Type in length of delay

…………hours ……………… minutes

DTime

D13 What was the impact of this delay to you? DO NOT PROMPT. Probe fully. Code all that apply.

DImpact

None / no impact 1

Didn’t matter / didn’t bother me 2

Arrived late - general 3

Arrived late for work 4

Stressed 5

Frustration 6

Annoyed 7

Inconvenient 8

Other (please specify)................ 9

Don’t know 10

D14 Had you been alerted to (warned of) possible delays? Code one only

WarnDel

Yes 1 Go to D14a

No 2 Go to KPI1a

Don’t know 3

Go to KPI1a


D14a How had you been alerted to (warned of) possible delays? DO NOT PROMPT. Probe fully. Code all that apply.

HowWarn

Signs (general) 1

Overhead signs 2

Variable Message Signs 3

Radio 4

Previous Journey 5

Internet 6

Sat Nav or in-car navigation system 7

Other (please specify)................ 8

Don’t know 9


SatMWay How satisfied or dissatisfied would you say you were with the journey time between bplaces and bplacee for the section of the journey that was on motorways (shown in blue on the map)? SHOWCARD D5

SatMWay

Very satisfied 1

Fairly satisfied 2

Neither satisfied nor dissatisfied 3

Fairly dissatisfied 4

Very dissatisfied 5

Don’t know 6

88

D15 Why were you [insert answer from SatMWay] with the journey time on motorways?


YSatMWay

SatTrnk How satisfied or dissatisfied would you say you were with the journey time between bplaces and bplacee for the section of the journey that was on trunk roads (shown in red on the map)? SHOWCARD D5

SatTrnk

Very satisfied 1

Fairly satisfied 2



Very dissatisfied 5

Don’t know 6

D16 Why were you [insert answer from SatTrnk] with the journey time on trunk roads?


YSatTrnk

ASK ALL Section E: Roadworks Question Routing Variable

E1 Had your journey between bplaces and bplacee been planned to avoid roadworks?

Code one only Yes 1 No 2 Don’t know 3

PlnRWrk

E2 Did you pass any roadworks between bplaces and bplacee? Code one only Yes 1 No 2 Don’t know 3

Go to E3 Go to Section F: Safety

DRWork

E3 On which roads did you see roadworks? Type in the HA roads where there were roadworks (SHOW Map) Only those roads given at C5 allowed, or ‘local’ Trunk roads (specify) ………………………………….. Motorways (specify) ………………………………....... Local roads

Go to E4 Go to E4 Go to Section F: Safety

RdWWrks

Read out: The remaining questions in this section relate only to the roadworks encountered on the motorway/trunk roads (not local roads).

89

E4 Thinking about the roadworks you saw on the motorway / trunk roads, did you know about these roadworks in advance of your trip?

Code one only Yes 1 No 2

Go to E5 Go to E6

KnowWrk

E5 How had you first found out about these roadworks? DO NOT PROMPT. Probe fully. Code one only

HearWrk

Drove through them (i.e. did not know about them until encountered) 1

Road sign 2

Radio 3

Leaflets 4

Internet 5

Word of mouth 6

Other specific answer not in codeframe (specify) 7

Don’t know 8


E6 Were there any of the following at the roadworks? SHOWCARD E1 Code all that apply

MeasWrks

Closed lanes 1

Narrowed lanes 2

Speed restrictions 3

Contraflow lanes (e.g. the reversal of lanes which are normally set up for travel in one direction) 4

None of these 5

Don’t know 6

E7 Did you see any work being carried out at the roadworks? Code one only Yes 1

No 2 Don’t know 3

Go to E10 Go to E8 Go to E8

SeeWrks

E8 Did you expect to see work being carried out at the roadworks? Code all that apply Yes 1

No 2 Don’t know 3

Go to E9a Go to E9b Go to E10

ExpWrk

E9a Why did you expect to see work being carried out at the roadworks? DO NOT PROMPT. Probe fully. Code all that apply.

ExpeYes

If there are speed restrictions I expect work to be taking place 1

Because of the time of day I was travelling 2 Because of the day of the week I was travelling 3 If lanes are closed then I expect work to be taking place 4 Other 5

90

E9b Why did you not expect to see work being carried out at the roadworks?

DO NOT PROMPT. Probe fully. Code all that apply.

ExpeNo

Because of the time of day I was travelling 1

Because of the day of the week I was travelling 2 Sign explained why no work going on 3 I never see anybody carrying out work at the roadworks so don’t expect to

see any work taking place 4

Other (please specify)................................ 5 Question Routing Variable

E10 Was there a sign explaining why there were roadworks? Code one only Yes 1

No 2 Don’t know / can’t remember 3

Go to E11 Go to KPI2a Go to KPI2a

DWsign

E11 Were you able to read this sign? ReadSgn

Code one only

Yes 1 Go to KPI2a

No 2 Go to E11a

Don’t know 3 Go to KPI2a

E11a Why were you not able to read this sign? Code all that apply Do not prompt

YNtRead

The writing was too small 1

The sign was too far away 2

Other (specify)....................... 3


MngMWay Thinking about the journey between bplaces and bplacee, how satisfied or dissatisfied were you with the Highways Agency management of roadworks for the section of the journey that was on motorways?

By management we mean things such as the number of roadworks encountered and information provided such as advanced notice and reason for the roadworks.

MngMWay

SHOWCARD E2 Code one only

Very satisfied 1

Fairly satisfied 2



Very dissatisfied 5

Don’t know 6

91

E12 Why were you [insert answer from MngMWay] with the management of roadworks on motorways?

YSatMngM

DO NOT PROMPT. Probe fully


MngTrnk Thinking about the journey between bplaces and bplacee, how satisfied or dissatisfied were you with the Highways Agency management of roadworks for the section of the journey that was on trunk roads?

By management we mean things such as the number of roadworks encountered and information provided such as advanced notice and reason for the roadworks.

MngTrnk

SHOWCARD E2 Code one only

Very satisfied 1

Fairly satisfied 2



Very dissatisfied 5

Don’t know 6

E13 Why were you [insert answer from MngTrnk] with the management of roadworks on trunk roads?

YSatMngT


92

Section F: Safety Question Routing Variable

SafeMWay How safe or unsafe did you feel between bplaces and bplacee when travelling on motorways?

SafeMWay

SHOWCARD F1 Code one only

Very safe 1

Fairly safe 2

Neither safe nor unsafe 3

A bit unsafe 4

Very unsafe 5

Don’t know 6

F1 Why did you feel [insert answer from SafeMWay] when travelling on motorways? DO NOT PROMPT. Probe fully. Respondents who state they felt ‘fairly safe’ may give a reason for feeling unsafe or safe. DO NOT PROMPT either way.

YSafeM

SafeTrnk How safe or unsafe did you feel between bplaces and bplacee when travelling on trunk roads?

SafeTrnk

SHOWCARD F1 Code one only

Very safe 1

Fairly safe 2

Neither safe nor unsafe 3

A bit unsafe 4

Very unsafe 5

Don’t know 6

F2 Why did you feel [insert answer from SafeTrnk] when travelling on trunk roads? DO NOT PROMPT. Probe fully. Respondents who state they felt ‘fairly safe’ may give a reason for feeling unsafe or safe. DO NOT PROMPT either way.

YSafeT


F3 Still thinking about the same journey between bplaces and bplacee, did you experience any poor driving by other road users on that journey?

Code one only Yes 1

No 2 Don’t know 3

Go to F4 Go to KPI5a

DPoor

93

F4 What types of poor driving did you experience?

DO NOT PROMPT. Probe fully. code all that apply

DPrTyp

F5 On which roads did this [insert reasons answered yes to F4] occur? SHOW Map Probe fully. Type in either the motorways / trunk roads / other (non-HA)

PrRoad

Type of poor driving F4 – tick all that apply

F5 Where? - Type in specific HA roads or local authority roads. Only those roads given at C5 allowed, or ‘local’

Tailgating Speeding Road rage Jumping traffic lights Lane jumping Intimidation Drivers cutting me up Poor overtaking Not signalling Lane hogging Slow driving Drivers using mobile phones Learner drivers Undertaking Unobservant Sudden braking Other specific answer not in codeframe (specify)………


F6 How did this make you feel? DO NOT PROMPT. Probe fully. Code all that apply

DFeel

Angry/annoyed 1

Frustrated 2

Worried/concerned 3

Did not bother me 4

Frightened 5

Unsafe 6

Other specific answer not in codeframe (specify).......... 7

Don’t know 8

94

Section G: General upkeep Question Routing Variable

UpKpMWay Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with general upkeep of the motorways? This includes things like keeping it clear of debris and litter, and the general quality of the infrastructure, e.g. the road surface, lighting, verges etc.

UpKpMWay

SHOWCARD G1 Code one only

Very satisfied 1

Fairly satisfied 2



Very dissatisfied 5

Don’t know 6

G1 Why did you feel [insert answer from UpKpMWay] with the general upkeep on motorways?

YUpKpM


UpKpTrnk Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with general upkeep of the trunk roads? This includes things like keeping it clear of debris, and the general quality of the infrastructure, e.g. the road surface, lighting, verges etc.

UpKpTrnk

SHOWCARD G1 Code one only

Very satisfied 1

Fairly satisfied 2



Very dissatisfied 5

Don’t know 6

G2 Why did you feel [insert answer from UpKpTrnk] with the general upkeep on trunk roads?

YUpKpT


95


G3 When on your journey between bplaces and bplacee, did you notice any litter on the Motorways or Trunk roads, for example on the carriageway, verges, central reservation etc?

Code all that apply Yes - motorways 1

Yes – trunk roads 2 No 3 Can’t remember 4

Go to G4 Go to G4 Go to KPI3a Go to KPI3a

Litter

G4 How did this make you feel? DO NOT PROMPT. Probe fully. Code all that apply

LittFeel

Angry/annoyed 1

Irritated 2

Worried/concerned/unsafe 3

Did not bother me 4

Other specific answer not in codeframe (specify)............. 5

Don’t know 6

Section H: Information Question Routing Variable

VMSMWay Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with the road signs you saw on the motorways? This includes electronic Variable Message Signs (VMS) and static signs such as the blue signs on the showcard.

VMSMWay

SHOWCARD H1 Code one only

Very satisfied 1

Fairly satisfied 2



Very dissatisfied 5

Don’t know 6

H1 Why did you feel [insert answer from VMSMWay] with the road signs on motorways?

YVMSM


VMSTrnk Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with the road signs you saw on the trunk roads?

VMSTrnk

SHOWCARD H2 Code one only

Very satisfied 1

Fairly satisfied 2



Very dissatisfied 5

Don’t know 6

H2 Why did you feel [insert answer from VMSTrnk] with the road signs on trunk roads?

YVMST


96

H3 Still thinking about the journey you told us about between bplaces and

bplacee, did you see any Variable Message Signs (VMS) above or next to the road? SHOWCARD H3

Code one only Yes 1

No 2 Don't know 3

Go to H4 Go to H9 Go to H9

DVMSP

H4 Were any messages displayed? Code one only Yes 1

No 2 Can’t remember 3

Go to H6 Go to H5 Go to H9

DvMsg

H5 If no messages were displayed, what do you think this means? Code all that apply Do not prompt

NoMsg

Not needed as no problems on the network 1 Go to H9

Signs were broken 2 Go to H9

Other (specify) ………… 3 Go to H9

Don’t know 4 Go to H9


H6 Can you provide an example of ONE message that was displayed? TypMsg

Probe fully.

H7 Did you make any changes to your journey or driving style/behaviour

because of the message that was displayed? Code all that apply Do not prompt

JChng

No changes made 1

Took a different route 2

Unplanned stop/took a break 3

Sought further information about my journey 4

Slowed down 5

Drove more cautiously 6

Other (specify) 7 H8 Was the information on the VMS helpful to your journey? Code one only SHOWCARD H4

VMSHelp

Very helpful 1

Fairly helpful 2

Neither helpful nor unhelpful 3

Fairly unhelpful 4

Not at all helpful 5

Don’t know 6

97

H9 In general, what do you feel are the most important type of messages to

be displayed on VMS? Please chose up to 3 in order of preference SHOWCARD H5 Code top 3, writing 1,2 and 3 next to choices in order of preference

ImpMsg











Other (specify)

Don’t know


H10 Thinking about the messages you see on VMS in general, how accurate do you find them?

Code one only SHOWCARD H6

VMSAcc

Completely accurate 1

Mostly accurate 2

About equally accurate and inaccurate 3

Mostly inaccurate 4

Completely inaccurate 5

Don’t know 6

H11 Thinking about the messages you see on VMS nowadays - compared to 12 months ago, do you think the messages are better, worse or about the same?

Code one only

DMBet

Better 1

About the same 2

Worse 3

Don’t know 4

Have not seen any variable message signs recently/12 months ago 5

H12 Do you think VMS should be used for any purposes other than traffic or safety campaign messages?

Code one only

VMSPurp

Yes 1 Go to H12a

No 2 Go to Section I

Don’t know 3 Go to Section I

98

H12a For what other purposes do you think VMS should be used for? Code all that apply Do not prompt

VMSOthPurp

Display the time 1

Corporate advertisements 2

Public awareness messages 3

Other (specify)................ 4

Don’t know 5

Section I: Traffic Officers & Emergency Phones READ OUT: Highways Agency Traffic Officers are trained personnel who patrol England’s motorways. Their main aim is to keep traffic moving in order to help make people’s journeys as safe and reliable as possible. This includes attending accidents and supporting the police, clearing debris and removing damaged vehicles.


I1 Thinking about the journey you told us about between bplaces and bplacee , did you see any Highways Agency Traffic Officers or patrol vehicles? SHOWCARD I1. Code one only

Yes 1 No 2 Don’t know 3

BTOSee

I2 In general, how important is it to you that there are Highways Agency Traffic Officers?

BTOImp

SHOWCARD I2 Code one only Very Important 1 Go to I2a Fairly Important 2 Go to I2b Neither important nor unimportant 3 Go to I2b Not very important 4 Go to I2c Not at all important 5 Go to I2c Don’t know 6 I2a Why do you think that Highways Agency Traffic Officers are very

important? DO NOT PROMPT. Probe fully.

YTOVImp

Attend accidents 1 Go to I3 Clear debris 2 Go to I3 Road closures 3 Go to I3 Remove damaged vehicles 4 Go to I3 Support police 5 Go to I3 Free up police time 6 Go to I3 Faster response time than police 7 Go to I3 Monitor traffic 8 Go to I3 Attend breakdowns 9 Go to I3 Keep traffic flowing 10 Go to I3 General - assess roads 11 Go to I3 Comforting / reassuring / feel safer 12 Go to I3 Slow traffic down 13 Go to I3 Other (specify)......... 14 Go to I3 Don’t know 15 Go to I3

99


I2b Why do you think that Highways Agency Traffic Officers are [fairly important / neither important nor unimportant]?


YTOFNImp

Attend accidents 1 Go to I3 Clear debris 2 Go to I3 Road closures 3 Go to I3 Remove damaged vehicles 4 Go to I3 Support police 5 Go to I3 Free up police time 6 Go to I3 Faster response time than police 7 Go to I3 Monitor traffic 8 Go to I3 Attend breakdowns 9 Go to I3 Keep traffic flowing 10 Go to I3 General - assess roads 11 Go to I3 Comforting / reassuring / feel safer 12 Go to I3 Slow traffic down 13 Go to I3 Go to I3 Not aware of them / what they do 14 Go to I3 Have never seen them 15 Go to I3 Job the police should be doing 16 Go to I3 They have no authority 17 Go to I3 Other (please specify)......... 18 Go to I3 Don’t know 19

Go to I3

I2c Why do you think that Highways Agency Traffic Officers are [not very important / not at all important]?


YTONImp

Not aware of them / what they do 1 Go to I3 Have never seen them 2 Go to I3 Job the police should be doing 3 Go to I3 They have no authority 4 Go to I3 Other (please specify)......... 5 Go to I3 Don’t know 6 Go to I3

100

READ OUT: The remaining questions are about your use of Highways Agency motorways and trunk roads in general (not just the last trip).


I3 Have you had reason to use an Emergency Telephone within the last 12 months when travelling on motorways or trunk roads? Code one only

EmgPhone

Yes 1 Go to I3a

No 2 Go to Section J

I3a Please describe your level of satisfaction / general views on the service. PhoneSat

Probe fully. Was a phone available? Working etc.

Section J: Managed Motorways READ OUT: The Highways Agency has introduced management measures on some stretches of motorway, for example, the M42 and M25, to reduce delays at peak times.

J1. Which of the following measures are you aware of when using motorways? Prompt Use of the hard shoulder as an extra lane at busy times Yes/No/DK Exlane Use of variable speed limits to manage traffic flow Yes/No/DK VarSpeed Incident response measures, CCTV Yes/No/DK CCTV Incident response measures, VMS Yes/No/DK IRVMS Traffic lights on slip roads, to manage traffic flow Yes/No/DK TraffLi

J2. Are you aware of any other management measures? (specify) ………………………………………………………………….. 0 None MMother

101

ONLY ASK FOR MEASURES AWARE OF IN J1 J3. What would be the impacts on your journey of ...? multiple responses allowed Do not prompt. Code all that apply

Impr

oved

jour

ney

time

relia

bilit

y

Impr

oved

tra

ffic

flo

w

Le

ss d

ela

ys

Mor

e de

lays

Saf

er jo

urne

ys

Less

saf

e jo

urne

ys

Cos

t sa

ving

s to

use

r

Don

’t kn

ow

Oth

er (

spec

ify).

......

......

......

......

......

...


1 2 3 4 5 6 7 8 9

Use of variable speed limits to manage traffic flow 10 11 12 13 14 15 16 17 18

Incident response measures, CCTV 19 20 21 22 23 24 25 26 27

Incident response measures, VMS 28 29 30 31 32 33 34 35 36

Traffic lights on slip roads, to manage traffic flow 37 38 39 40 41 42 43 44 45

Other................................... 46 47 48 49 50 51 52 53 54

Other................................... 55 56 57 58 59 60 61 62 63

Other................................... 64 65 66 67 68 69 70 71 72

ASK ALL J4. What would be the overall impacts of motorway management measures? multiple responses allowed (prompted) SHOWCARD J1 Improved journey time reliability 1 MMOver Improved traffic flow 2 Less delays 3 More delays 4 Safer journeys 5 Less safe journeys 6 Cost savings to user 7 Cheaper than building new roads 8 Cheaper than widening roads 9 Makes effective use of existing road space 10 Other (specify)…………………………………………….......11 Don’t know 12

102

Section K: Severe Weather Warnings I would now like to ask you about severe weather warnings. Question Routing Variable

K1 Thinking about the last 12 months, how satisfied or dissatisfied would you say you are with severe weather warnings in relation to travel advice/information on the motorway and trunk road network?

SWMway

SHOWCARD K1 Code one only

Very satisfied 1

Fairly satisfied 2



Very dissatisfied 5

Don’t know 6

K1a Why do you say that? SWWhy


K2 Thinking about the last 12 months, how accurate or inaccurate would you say travel advice/information in relation to severe weather warnings has been?

Code one only SHOWCARD K2

SWAcc

Always accurate 1

Mostly accurate 2

About equally accurate and inaccurate 3

Mostly inaccurate 4

Always inaccurate 5

Don’t know 6

Have not received any severe weather warnings 7 Go to Section L

K2a Why do you say that? SWAccW


103


K3 As a result of travel advice/information relating to severe weather warning(s) have you checked your vehicle for any of these, before setting off? SHOWCARD K3 Code all that apply

SWChck

NONE of these 1 Anti freeze 2

Oil 3

Water 4 Lights 5 Other (specify) ……………………………………………… 6 Don’t know 8 K4 As a result of travel advice/information relating to severe weather

warnings have you taken any of these items with you? SHOWCARD K4Code all that apply

SWItms

NONE of these 1 Blanket 2 Food 3 Water 4 Hot drink 5 Warm clothes 6 De-icer 7 Other (specify) ………………………… 8 Don’t know 9 K5 Has travel advice/information relating to severe weather warnings

affected your journeys in any other ways? Probe fully.

SWAff

Section L: Attitudinal questions Question Routing Variable

L1 DRIVERS Only

Remembering this survey is confidential: What would your typical speed be when using a motorway, assuming free flow traffic conditions? Please just tell me the letter. SHOWCARD L1 Code one only

Speed

C) Under 50mph 1

G) 50 – 60 mph 2

E) 61 – 65 mph 3

A) 66 – 70 mph 4

H) 71 – 75 mph 5

F) 76 – 80 mph 6

D) 81 – 90 mph 7

B) 90+ mph 8

104

L2 How confident / nervous are you as a......... SHOWCARD L2 Code one only for each option.

Only ask a) & c) to drivers.

Very confident

Fairly confident

Neither confident

nor nervous Fairly

nervous Very

nervous Don’t know

Not applicable

a) Driver on motorways

1 2 3 4 5 6 7 CDrMWa

y

b) Passenger on motorways

1 2 3 4 5 6 7 CPsMWa

y

c) Driver on trunk roads

1 2 3 4 5 6 7 CDrTrnk

d) Passenger on trunk roads

1 2 3 4 5 6 7 CPsTrnk


L3 Looking at this list, which, if any, of these actions have you taken in the past 12 months? SHOWCARD L3 Code all that apply

Envrmnt

Driving in a more fuel efficient manner 1

Buying a car with a smaller engine 2

Buying a hybrid car 3

Using a car less for short trips 4

Switching to a car which uses a cleaner energy source 5

Using buses, trains, or other public transport (more) instead of driving 6

Car sharing (more) instead of going in an individual car 7

Joining a car club 8

Cycling (more) instead of going by car 9

Looking for information about cleaner vehicles 10

Giving up one (or more) of the household cars 11

None of these 12

L4 DRIVERS (including provisional) Only

Looking at this list, which, if any, of the following driving techniques would you say have you adopted? SHOWCARD L4 Code all that apply

DriTech

Regularly checking my tyre pressure 1

Not accelerating too hard / going easy on the accelerator 2

Using air conditioning only when I really need it 3

Removing unused roof racks 4

Switching off my engine when stuck in a traffic jam 5

Checking revs / changing gear between 2000rpm* and 2500rpm 6

Changing my speed to save fuel 7

Reading the road to avoid unnecessary acceleration and braking 8

Planning my journey to avoid congestion/road works/getting lost 9

Driving off from cold / Not warming up the car before driving off 10

None – I’ve not adopted any of them 11

*revs per minute

105

All

READ OUT

I would now like you to think about the overall role of the Highways Agency, and all the different things we have talked about in this questionnaire.

The Highways Agency is the Government agency responsible for managing, maintaining and improving motorways and trunk roads in England. This includes managing traffic and tackling congestion, providing information to road users, and improving safety.


L5 How satisfied or dissatisfied are you with the Highway Agency’s overall performance in the past 12 months?

SHOWCARD L5 Code one only

CSatisP

Very satisfied 1

Fairly satisfied 2



Very dissatisfied 5

Don’t know 6

L6 How could the Highway Agency improve their performance in the next 12 months?


HAImpr

Section M: Personal Details

READ OUT

Finally, I’d like to ask you some questions about you and your household.


M1 How many people are in your household?

Adults (Over 18 years)_______ Young children (0-4) ________ Older children (5-17)________

FAdult FOldCh FYngCh

M2 What is the occupation of the main earner in your household? Write in job title

…………………………………………………………………………………………

FOcc

M3 Which letter on this card represents your gross household income. By gross income, I mean from all sources before deductions for income tax, National insurance etc. NB codes are randomised SHOWCARD M1 Code one only

Under £5,000 M £40,001 - £50,000 K

£5,001 - £10,000 F £50,001 - £60,000 J £10,001 - £15,000 H £60,001 - £70,000 E

£15,001 - £20,000 B £70,001 - £80,000 A £20,001 - £25,000 G £80,001 - £90,000 L

£25,001 - £30,000 I £90,001-£1000,000 N £30,001 - £40,000 D Over £1000,000 C

FInc

106

M4 Code SEG. Code one only

Fseg

AB 1

C1 2

C2 3

DE 4

INTERVIEWER: Use additional SEG questions (N1-N5) if unable to establish SEG. Question Routing Variable

M5 Which of these do you have access to on a regular basis? SHOWCARD M2 Code all that apply

FAccess

Map/Atlas 1

In vehicle navigation system (Sat Nav) 2 ASK M5A

Car Radio 3 ASK M5B

Mobile phone 4 ASK M5C

FM Radio (at home) 5

Digital (DAB) radio (at home) 6 ASK M5D

The Internet (at home or at work) 7

Television (at home) 8

Teletext 9

None of these 10

M5A (If M5=SatNav) Which type of in-vehicle navigation system do you have access to on a regular basis... SHOWCARD M3 Code one only

SSatNav

Sat Nav with route planning and mapping only 1

Sat Nav with live information about traffic conditions 2

Other 3

M5B (If M5=Car radio) Which type of car radio do you have access to on a regular basis... SHOWCARD M4 Code one only

FRad

FM with RDS (Radio Data System) or TP (Traffic Programme) 1

FM without RDS (Radio Data System) or TP (Traffic Programme) 2

Digital (DAB) radio with FM 3 ASK M5E

Digital (DAB) radio ONLY without FM 4 ASK M5E

Other 5

M5C (If M5=Mobile phone) Which type of mobile phone do you have access to on a regular basis... SHOWCARD M5 Code all that apply

FMob

iPhone 1

Blackberry, iPAQ 2

Other mobile phone - with 3G or WAP (i.e. you can access the Internet on your mobile) 3

Mobile phone without 3G or WAP 4

Other 5

M5D (If M5=DAB Radio) Can I just check, does the DAB radio you have at home allow you to change station by scrolling through a list of names rather than frequencies (ie 98.4) or have any of these logos on it? SHOWCARD M6 Code one only

HomeDAB

107

Yes 1 Has DAB radio

No 2 Does not have DAB radio


M5E (If M5B=DAB Radio) Can I just check, does the DAB radio you have in your car allow you to change station by scrolling through a list of names rather than frequencies (ie 98.4) or have any of these logos on it? SHOWCARD M6 Code one only

CarDAB

Yes 1 Has DAB radio

No 2 Does not have DAB radio

M6 Code by observation: Gender Code one only

Male 1 Female 2

FGend

M7 Is there anything about your health that makes it difficult for you to travel?

Code one only

Yes 1 No 2

FDiff

M8 Do you have a blue (formerly orange) disabled persons' parking badge? Code one only

Yes 1 No 2

FBadge

M9 How many cars/vans are available for private use by members of your household? Write in

………………..

NumCars


M10 To which group (Showcard AF) do you consider you belong? SHOWCARD M7 code one only

White – British 1 White – Irish 2 Another white background 3 White and Black Caribbean 4 White and Black African 5 White and Asian 6 Any other Mixed background 7 Indian 8 Pakistani 9 Bangladeshi 10 Any other Asian background 11 Black Caribbean 12 Black African 13 Any other Black background 14 Chinese 15 Other – specify 16

FEthn

108

M11 Which of these age groups do you belong to? SHOWCARD M8 code one only

17-24 1 55-59 5 25-34 2 60-64 6 35-44 3 65 Plus 7 45-54 4

FAge

M12 It is possible that sometime in the future there may be a follow-up study to this one. Would it be alright for us to pass on your contact details to the Highways Agency or their representatives for them to contact you again if there were another study? Code one only

Yes 1 Record Details

No 2

FRecont

M13 Do you have any other comments you would like to make about the Highways Agency, their roads or services? Write in

…………………………………………………………………………………………

FComment

Appendix B Year Comparison Tables Notes: Confidence intervals (CI) are used with random probability surveys to denote significant differences. NRUSS is conducted to quota, so theoretically CI levels are not appropriate, however, in the following tables, where the column percentages differ at the 95% confidence interval, the cells are highlighted. This does not necessarily imply that there are trends.

Where the proportion is less than half a percent but greater than zero, this is denoted by ‘*’.

Column proportions are shown with no decimal places. In some tables the columns may not sum to 100 due to rounding. In questions that have multiple response options, the column proportions will not sum to 100; the proportions shown are of the number of people who answered the question, i.e. respondents, not responses.

Section A: Awareness of the Highways Agency A1 Had you heard of the Highways Agency before this interview?

2012-13

% 2011-12

% Yes 82 80

No 18 20

Base 2004 2035 A2 Where have you seen or heard anything about the Highways Agency?

2012-13

% 2011-12

% Road sign 28 25 Newspaper / magazine 15 11 Radio 11 9 TV 24 22 Leaflets 5 4 Internet 8 7 Highways Agency vehicles 62 59 Place of work 11 9 Contact with them 4 3 Word of mouth 13 12 Local council 12 10 Other 2 3 Don't know 7 9 Base 1652 1624

Prompted, multiple response

109

A3 What do you think the Highways Agency is responsible for? 2012-13 2011-12

% %

Improve trunk roads 12 14

Improve motorways 14 18

Improve all roads (general) 14 16

Maintain motorways 41 48

Maintain trunk roads 29 31

General road maintenance 44 37

Traffic officers 7 8

Information about traffic conditions 3 3

Road signs 13 13

Improve road safety 11 16

Building new roads 6 5

Planning new roads 5 5

Traffic management 8 12

Traffic census 2 2

Highways Agency Information Line (HAIL) * 1

Cones hotline 1 2

Run the roads /Operate network 9 5

Other 7 8

Don’t know 4 5

Base 1652 1624 Unprompted, multiple response A4 Are you aware that there are Highways Agency Traffic Officers? 2012-13 2011-12

% %

Yes 69 71

No 31 29

Base 1960 2006 Prompted A5 What do you think Highways Agency Traffic Officers do? 2012-13 2011-12

% %

Attend accidents 41 38 Clear debris 12 20 Road closures 5 6 Remove damaged vehicles 4 7 Support police 28 26 Patrols 18 12 Monitor traffic 37 29 Attend breakdowns 33 28 Keep traffic flowing 25 29 General - assess roads 17 14 General - maintenance 13 17 Other 7 9 Don’t know 9 9

Base 1353 1429 Unprompted, multiple response

110

Section B: Travel on Motorways and Trunk Roads B1 Do you hold a full or provisional driving licence? 2012-13 2011-12

% %

Yes - full licence 86 84 Yes - provisional licence 3 5 No 10 12 Base 2040 2056

B2 How many miles would you say you drove in the last 12 months? 2012-13 2011-12

% %

Less than 5,000 21 24 5,000 to 9,999 32 29 10,000 to 14,999 21 20 15,000 to 19,999 5 5 20,000 to 29,999 4 4 30,000 or more 4 5 None 14 14

Base 2011 2007 B3a Have you travelled on the motorway or trunk road network in the last 12 months as........? 2012-13 2011-12

% %

A driver of a car 83 79 A driver of a can 7 7 A passenger in a car 61 59 A passenger in a van 4 5 As a driver of a goods vehicle bus or coach 3 2 As a passenger in a bus or coach* 12 12 Motorcyclist 3 2 Other 1 1

Base 2040 2058 Prompted

111

B3b How frequently do you travel on the motorway and trunk road network as...?

2012-13 2011-12

% %

Once a week or More 49 48

Less than once a week 33 31 As a driver of a car

Never 18 21


Less than once a week 2 3 As a driver of a

van Never 93 93


Less than once a week 46 43 As a passenger

in a car Never 39 41


Less than once a week 3 4 As a passenger

in a van Never 96 95


Less than once a week 1 1 As a driver of a

goods vehicle,

bus or coach Never 97 98


Less than once a week 11 11 As a passenger in a bus or coach

Never 88 88


Less than once a week 2 1 As a motorcyclist

Never 97 99

Base 2040 2057 Prompted B4a How frequently have you travelled on MOTORWAYS in England in the last 12 months? 2012-13 2011-12

% %

5 or more days a week 9 10 2-4 days a week 15 16 Once a week 12 12 Less than once a week but more than once a month 19 21 Once a month 15 13 Less than once a month 27 25 Have not travelled on a Motorway 3 3 Base 2040 2058

Prompted

112

B4b How frequently have you travelled on TRUNK ROADS in England in the last 12 months? 2012-13 2011-12

% %

5 or more days a week 13 16 2-4 days a week 19 20 Once a week 14 14 Less than once a week but more than once a month 20 17 Once a month 9 9 Less than once a month 22 20 Have not travelled on a Trunk Road 3 3 Base 2040 2058

Prompted B5 In your opinion do you live close to a Highways Agency Motorway or Trunk Road? 2012-13 2011-12

% %

Yes 89 92 No 11 8 Base 2023 2024

B7 Which of the following best describes your current working status? 2012-13 2011-12

% %

In full-time employment 42 40 In part-time employment 12 13 Unemployed and looking for work 3 4 Unemployed but not looking for work 1 1 Looking after home/family 6 6 Long term sick or disabled 2 3 Retired 31 28 Student 3 4 Other 0

Base 2040 2058 Prompted B8a How frequently do you use MOTORWAYS for your regular trip (commute*) to or from work? 2012-13 2011-12

% %

5 or more days a week 13 13

2-4 days a week 9 9

Once a week 1 3

Less than once a week but more than once a month 2 2

Once a month 1 1

Less than once a month 2 2

Never 72 72


113

B8b How frequently do you use TRUNK ROADS for your regular trip (commute*) to or from work? 2012-13 2011-12

% %

5 or more days a week 15 19 2-4 days a week 9 10 Once a week 1 2 Less than once a week but more than once a month 2 3 Once a month 1 1 Less than once a month 2 2 Never 70 62 Base 1095 1088

Prompted B9 Do you ever drive as part of your job or for business purposes? 2012-13 2011-12

% %

Yes 41 40 No 59 60 Base 1097 1088 B10 How frequently do you use MOTORWAYS or TRUNK ROADS for trips made in connection with work

(excluding your trip to or from work), e.g. business trips? 2012-13 2011-12

% %

5 or more days a week 25 29 2-4 days a week 36 33 Once a week 10 11 Less than once a week but more than once a month 10 10 Once a month 7 6 Less than once a month 11 10 Never 2 1 Base 445 439 Prompted B11 How frequently do you use MOTORWAYS or TRUNK ROADS for all journeys EXCEPT for work or

business? (e.g. leisure trips, visiting friends/relatives, shopping etc) 2012-13 2011-12

% %


2-4 days a week 20 24

Once a week 23 21

Less than once a week but more than once a month 25 21 Once a month 11 12

Less than once a month 14 14

Never 3 3


114

Section C: Most Recent Journey C2 Did this journey....? 2012-13 2011-12

% %

Start from your home 50 57

End at your home 48 42

Neither 2 1

Base 2040 2058 Prompted C3 When was this journey....? 2012-13 2011-12

% %

Within the last week 57 61

Within the last fortnight 16 15

Within the last month 14 12

Within the last 3 months 9 8



Base 2040 2056 Prompted C4 What day of the week was this journey....? 2012-13 2011-12

% %

Monday 11 12

Tuesday 10 12

Wednesday 14 13

Thursday 12 13

Friday 13 15

Saturday 17 18

Sunday 15 14

Weekday (unspecified) 5 2

Weekend (unspecified) 1 1

Base 2026 2008 Prompted C6a Which of these areas have you travelled in using MOTORWAYS in the last 12 months? 2012-13 2011-12

% %

North East 18 19 North West 23 25 Midlands 24 31 M25 14 11 East 18 8 South East 25 21 South West 15 17

Base 1357 1285 Prompted, multiple response NOTE: just by users of each road

115

C6b Which of these areas have you travelled in using TRUNK ROADS in the last 12 months? 2012-13 2011-12

% %

North East 15 15 North West 3 8 Midlands 22 31 M25 0 0 East 20 23 South East 22 19 South West 16 17 Base 1193 1348

Prompted, multiple response NOTE: just by users of each road C7 Did you use any of the following to plan your route before you set off? 2012-13 2011-12

% %

Website 2 2

Satnav or in-car navigation system 12 10

Map/Atlas (not from website) 2 2

Mobile phone with 3G or WAP 1 1

iPhone 1 0

Blackberry or iPAQ * 0

None 83 85

Other 0 1

Don’t Know/Can’t remember * 1

Base 2040 2058 Prompted, multiple response C9 What was the main purpose of this trip? 2012-13 2011-12

% %

Regular trip to/from Work 9 9

Employer’s Business – travelling in connection with work 10 8 Education 1 2

Holiday 7 5

Visiting Friends or Relations 27 28

Shopping 16 19

Leisure or Entertainment 19 17

Personal Business 8 6

Other 4 6

Base 2040 2057 Prompted C10 Still thinking about this journey, at the outset were you travelling? 2012-13 2011-12

% %

On your own 31 30

With other people 69 70


116

C10a In which age groups were the other people travelling with you? 2012-13 2011-12

% %

0 – 5 years 12 15

6 – 17 years 17 18

18 – 64 years 74 75

65 or over 27 22

Don’t know * 0

Base 1406 1446 Prompted, multiple response C11 Were you the driver, a passenger or did you share the driving? 2012-13 2011-12

% %

The driver 69 68

A passenger 28 31

Both (Shared) 3 2

Base 2040 2058

C12 What type of vehicle were you travelling in ? 2012-13 2011-12

% %

Car 91 91

Van 4 4

Motorcycle 1 1

Bus or Coach 3 3

Taxi * 1

Lorry/HGV 1 1

Other * 1

Base 2040 2058 Prompted C13 Who does the vehicle belong to? 2012-13 2011-12

% %

Your own vehicle 68 68

A company vehicle 6 6

Another member of the family’s vehicle 13 14

Someone else’s vehicle, not in household 10 10

Public bus, or coach 3 2

Other 1 1


117

C14 On a scale of 1 to 10, where 1 is an extremely poor journey, and 10 is an extremely good journey, how would you rate your journey, first of all for the section that was on local roads?

2012-13 2011-12

% %

1 * 2

2 1 2

3 3 3

4 5 5

5 10 11

6 12 11

7 20 17

8 27 26

9 11 14

10 10 11

Base 2037 2058 Mean Rating 7.14 7.12

C15 How would you rate your journey, for the section that was on motorways? 2012-13 2011-12

% %

1 * *

2 1 *

3 1 *

4 1 1

5 3 3

6 7 5

7 13 11

8 36 38

9 23 25

10 14 15

Base 1362 1288 Mean Rating 7.98 8.13

C16 How would you rate your journey, for the section that was on trunk roads? 2012-13 2011-12

% %

1 * 0

2 * 1

3 1 1

4 2 1

5 5 5

6 7 8

7 16 13

8 37 34

9 20 25

10 12 14

Base 1203 1358 Mean Rating 7.82 8.00

118

C17 Thinking about your journey, how often to you make this trip? 2012-13 2011-12

% %


2-4 days a week 9 12

Once a week 10 12

Less than once a week but more than once a month 11 13

Once a month 15 14

Less than once a month, but more than once a year 28 28

Once a year 6 3

Less than once a year 4 4

First time I’ve made this trip 9 7

Base 2031 2054 Prompted C18 Thinking about your last journey, would you say it was better, worse or about the same as other

times you have made the journey? 2012-13 2011-12

% %

Better 19 18

About the same 72 75

Worse 9 7

Base 1817 1867 ASK ALL Section D: Most Recent Journey D1 At what time did you begin your journey? 2012-13 2011-12

% %

Weekday 07:00-09:30 14 15

Weekday 09:31-15:59 35 35

Weekday 16:00-18:30 9 9

Weekday 18:31-23:59 4 5

Weekday 00:00-06:59 4 3

Weekend 07:00-09:30 5 5

Weekend 09:31-15:59 18 18

Weekend 16:00-18:30 6 6

Weekend 18:31-23:59 3 3

Weekend 00:00-06:59 1 1

Base 2025 2007 D3 Did you check the travel conditions before you set off on your journey 2012-13 2011-12

% %

Yes 8 6

No 92 94

Base 2005 2024

119

D3a Which of the following did you use to check the travel conditions before you set off on your journey?

2012-13 2011-12

% %

Website 30 28 Satnav or in-car navigation system 24 29 Mobile phone with 3G or WAP 5 4 iPhone 5 5 Blackberry 0 1 Telephone information line 0 1 Radio 28 24 TV 17 8 Base 151 112

Prompted, multiple response D4 Did you allow extra time in case of delays on that journey? 2012-13 2011-12

% %

Yes 17 17

No 83 83

Base 2017 2033 D6 How important was it to you that you arrived at the time you expected? 2012-13 2011-12

% %

Extremely Important 9 12

Very Important 10 10

Fairly Important 19 16

Not at all important 62 62

Base 2039 2058 Prompted D6a Why was it extremely/very important you arrived on time?

2012-13 2011-12

% %

Meeting friends/family – important to be there at set time 10 13

On way to work 22 21

On work business 16 14

Appointment 29 25

Leisure trip with start time (e.g. football match, theatre) 9 9

Like to be on time./don’t like being late 2 2

Picking up/dropping off children (e.g. school, family members 5 5

Meal time/restaurant booked 1 2

Other 11 11

Flight or ferry to catch / going to airport 6 6

Base 394 461

120

D6b Why was it fairly important you arrived on time? 2012-13 2011-12

% %

Meeting friends/family – important to be there at set time 28 24

On way to work 8 6

On work business 11 8

Appointment 11 9

Leisure trip with start time (e.g. football match, theatre) 11 9

Like to be on time./don’t like being late 5 6

Picking up/dropping off children (e.g. school, family members 3 5

Meal time/restaurant booked 7 8

Homeward journey arrival time not important 3 2

No rush/hurry 2 2

Didn’t have to arrive at a set time 5 4

Meeting friends/family – not important to be there at set time 3 6

Leisure/shopping trip – not important to be there at set time 7 10

No other plans 1 0

No appointment * 0

Other 14 11

Base 378 327 D6c Why was it not at all important you arrived on time? 2012-13 2011-12

% %

Homeward journey arrival time not important 39 28

No rush/hurry 33 36

Didn’t have to arrive at a set time 18 16

Meeting friends/family – not important to be there at a set time 12 15

Leisure/shopping trip – not important to be there at set time 20 20

No other plans 5 8

No appointment 2 3

Other 0 *

Base 1267 1270 D7 Did you/the driver stop to pick up or drop off passengers on this journey? 2012-13 2011-12

% %

Yes 10 11

No 90 89

Base 2039 2056 D8 Did you stop to take a break at all on this journey? (This does not include picking up/dropping off

passengers, unless a break was taken at the same time) 2012-13 2011-12

% %

Yes 14 14

No 86 86

Base 2040 2055

121

D9 Did you use any of the following to check the travel conditions during your journey, for example by listening to the radio for traffic updates, reading electronic variable message signs to receiving traffic updates via Sat Nav? 2012-13 2011-12

% % Traffic updates on the radio 21 17 Variable Message Signs (electronic road signs) 6 3

Satnav or in-car navigation system 5 5

Mobile phone with 3G or WAP * *

iPhone 1 *

None 72 78

Base 2040 2058 Prompted, multiple response

D10 Thinking about this journey, did you experience any delays resulting from the following?

2012-13 %

2011-12 %

Roadworks 10 9

Accidents 2 2

Breakdown – other vehicle 1 *

Breakdown – own vehicle * *

Volume of traffic/congestion 19 16

Bad weather 3 1

Road closure 1 1

Diversions * 1

Slow vehicle (e.g. wide loads, tractors etc not slow drivers) 2 2

Other 1 1

None of these 70 73


D10 RECODED Thinking about this journey, did you experience any delays?

2012-13 %

2011-12 %

Not delayed 70 73 Delayed on local road 6 6 Delayed on Agency road 24 21

Base 2032 2058

D13 What was the impact of this delay to you?

2012-13 %

2011-12 %

None / no impact 31 31

Didn’t matter / didn’t bother me 35 31

Arrived late – general 10 7

Arrived late for work 1 1

Stressed 7 7

Frustration 13 12

Annoyed 9 8

Inconvenient 15 20

Other 4 4

Don’t know 1 1


122

D14 Had you been alerted to (warned of) possible delays? 2012-13 2011-12

% %

Yes 13 10

No 87 90

Base 1990 1978 D14a How had you been alerted to (warned of) possible delays? 2012-13 2011-12

% %

Signs (general) 12 14

Overhead signs 22 21

Variable Message Signs 18 27

Radio 14 15

Previous Journey 40 31

Internet 2 2

Sat Nat or in-car navigation system 4 4

Other 8 7

Don’t Know 1 1

Base 249 197 Unprompted, multiple response D15 How satisfied or dissatisfied would you say you were with the journey time between bplaces and bplacee for the section of the journey that was on motorways?

2012-13 2011-12

% %

Very Satisfied 65 62 Fairly satisfied 23 29 Neither satisfied nor dissatisfied 5 4 Fairly dissatisfied 5 5 Very dissatisfied 2 1

Base 1357 1285 D15 How satisfied or dissatisfied would you say you were with the journey time between bplaces and bplacee for the section of the journey that was on trunk roads?

2012-13 2011-12

% %


Base 1193 1348

123

Section E: Roadworks E1 Had your journey been planned to avoid roadworks? 2012-13 2011-12

% %

Yes 1 2

No 99 98

Base 1985 2012 E2 Did you pass any roadworks? 2012-13 2011-12

% %

Yes 25 26

No 75 74

Base 1857 1850 E4 Did you know about these roadworks in advance of your trip? 2012-13 2011-12

% %

Yes 58 54

No 42 46

Base 291 366 E5 How had you first found out about these roadworks? 2012-13 2011-12

% % Drove through them (i.e. did not know about then until encountered)

72 71

Road sign 11 13 Radio 2 5 Leaflets 1 0 Internet 3 2 Word of mouth 8 8 Other specific answer not in code frame 4 1

Base 170 199 Unprompted, multiple response E6 Were there any of the following at the roadworks? 2012-13 2011-12

% %

Closed lanes 33 31 Narrowed lanes 40 38 Speed restrictions 73 60 Contraflow lanes (e.g. the reversal of lanes which are normally set up for travel in one direction)

10 13

None of these 9 10 Don’t know 2 4

Base 296 372 Prompted, multiple response E7 Did you see any work being carried out at the roadworks? 2012-13 2011-12

% %

Yes 42 47 No 58 53 Base 281 348

124

E8 Did you expect to see work being carried out at the roadworks? 2012-13 2011-12

% %

Yes 42 38 No 58 62

Base 153 168 E9a Why did you expect to see work being carried out at the roadworks? 2012-13 2011-12

% %

If there are speed restrictions I expect work to be taking place 49 28

Because of the time of day I was travelling 31 36

Because of the day of the week I was travelling 18 13

If lanes are closed then I expect work to be taking place 42 28

Other 6 16

Base 65 64 Unprompted, multiple response E9b Why did you not expect to see work being carried out at the roadworks? 2012-13 2011-12

% % Because of the time of day I was travelling 43 32 Because of the day of the week I was travelling 42 37 Sign explained why no work going on 7 1 I never see anybody carrying out work at the roadworks so don’t expect to see any work taking place

10 7

Other 16 18 Don’t know 1 *

Base 88 104 Unprompted, multiple response E10 Was there a sign explaining why there were roadworks? 2012-13 2011-12

% %

Yes 32 38 No 25 26 Don't know / can't remember 43 37 Base 297 372

E11 Were you able to read the sign? 2012-13 2011-12

% %

Yes 92 94 No 2 3 Don't know / can't remember 6 3

Base 96 140

125

E12a Thinking about the journey between bplaces and bplacee, how satisfied or dissatisfied were you with the Highways Agency management of roadworks for the section of the journey that was on motorways? By management we mean things such as the number of roadworks encountered and information provided such as advanced notice and reason for the roadworks.

2012-13 2011-12

% %

Very Satisfied 31 35 Fairly satisfied 35 35 Neither satisfied nor dissatisfied 16 22 Fairly dissatisfied 16 7 Very dissatisfied 1 1 Base 223 268

E12b Thinking about the journey between bplaces and bplacee, how satisfied or dissatisfied were you with the Highways Agency management of roadworks for the section of the journey that was on trunk roads? By management we mean things such as the number of roadworks encountered and information provided such as advanced notice and reason for the roadworks. 2012-13 2011-12

% %

Very Satisfied 17 35 Fairly satisfied 47 34 Neither satisfied nor dissatisfied 27 21 Fairly dissatisfied 7 8 Very dissatisfied 2 2 Base 92 177

Section F: Poor driving F1a How safe or unsafe did you feel between bplaces and bplacee when travelling on motorways? 2012-13 2011-12

% %

Very safe 64 63 Fairly safe 30 31 Neither safe nor unsafe 2 2 A bit unsafe 2 3 Very unsafe 1 *

Base 1355 1283 F1b How safe or unsafe did you feel between bplaces and bplacee when travelling on trunk roads? 2012-13 2011-12

% %

Very safe 58 63 Fairly safe 36 32 Neither safe nor unsafe 3 3 A bit unsafe 2 3 Very unsafe 1 *

Base 1195 1356 F3 Whether experienced poor driving on journey by other road users? 2012-13 2011-12

% %

Yes 41 40

No 59 60

Base 1924 1942

126

F4 What types of poor driving did you experience? 2012-13 2011-12

% %

Tailgating 19 22

Speeding 43 43

Road rage 1 2

Jumping traffic lights * 2

Lane jumping 23 28

Intimidation 3 2

Drivers cutting me up 23 26

Poor overtaking 26 25

Not signalling 15 21

lane hogging 14 14

Slow driving 6 8

Drivers using mobile phones 8 15

Learner drivers * 1

Undertaking 13 18

Unobservant 6 6

Sudden braking 6 9

Other 5 8

Base 795 776 Unprompted, multiple response F6 How did this make you feel? 2012-13 2011-12

% %

Angry/annoyed 46 46

Frustrated 18 21

Worried/concerned 20 22

Did not bother me 20 17

Frightened/unsafe 8 7

Unsafe 14 15

Other 5 5

Base 795 776 Multiple response

127

Section G: General Upkeep G1a Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with general upkeep of the motorways? This includes things like keeping it clear of debris and litter, and the general quality of the infrastructure, e.g. the road surface, lighting, verges etc. 2012-13 2011-12

% %

Very Satisfied 58 58 Fairly satisfied 36 36 Neither satisfied nor dissatisfied 4 4 Fairly dissatisfied 1 1 Very dissatisfied 1 * Base 1291 1237

G1b Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with general upkeep of the trunk roads? This includes things like keeping it clear of debris, and the general quality of the infrastructure, e.g. the road surface, lighting, verges etc. 2012-13 2011-12

% %


Base 1157 1300 G3 Did you notice any litter on the Motorways or Trunk Roads? 2012-13 2011-12

% %

Yes – Motorways 13 8 Base – Used motorway 1366 1689 Yes – Trunk roads 14 10 Base – Used trunk road 1204 1738 No 76 81 Can’t remember 8 6 Base - all 2040 2058

Multiple response G4 How did this make you feel? 2012-13 2011-12

% %

Angry/annoyed 54 47 Irritated 42 48 Worried/concerned/unsafe 5 6 Did not bother me 13 18 Other 8 14

Base 320 271

128

Section H: Variable Message Signs Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with the road signs you saw on the motorways? This includes electronic Variable Message Signs (VMS) and static signs such as the blue signs on the showcard. 2012-13 2011-12

% %

Very Satisfied 70 63 Fairly satisfied 23 29 Neither satisfied nor dissatisfied 6 7 Fairly dissatisfied 1 1 Very dissatisfied * * Base 1210 1128

Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with the road signs you saw on the trunk roads? 2012-13 2011-12

% %

Very Satisfied 59 62 Fairly satisfied 31 30 Neither satisfied nor dissatisfied 8 6 Fairly dissatisfied 1 1 Very dissatisfied * *

Base 1046 1123 H3 Still thinking about the journey you told us about between bplaces and bplacee, did you see any

Variable Message Signs (VMS) above the road like this? 2012-13 2011-12

% %

Yes 53 50

No 47 50

Base 1742 1802 H4 Were any messages displayed? 2012-13 2011-12

% %

Yes 77 72

No 23 28

Base 780 820 H5 If no messages were displayed, what do you think this means? 2012-13 2011-12

% %

Not needed as no problems on the network 98 98 Signs were broken 2 1 Other 1 2 Don’t know 1 1


129

H7 Did you make any changes to your journey or driving style/behaviour because of the message that

was displayed? 2012-13 2011-12

% %

No changes made 73 74 Took a different route 1 2 Unplanned stop/ took a break * 1 Sought further information about my journey

* *

Slowed down 21 20 Drove more cautiously 8 7 Other 2 2 Base 603 592

Unprompted, multiple response H8 Was the information on the VMS helpful to your journey? 2012-13 2011-12

% %

Very helpful 25 30 Fairly helpful 31 33 Neither helpful nor unhelpful 31 25 Fairly unhelpful 5 3 Not at all unhelpful 8 9 Base 587 578

Prompted

130

H9 In general, what do you feel are the most important type of messages to be displayed on VMS? 2012-13 2011-12

% %

Warning of queues ahead 54 58 Most Important 51 44 Second most important 29 32 Third most important 19 24

Warning of delays ahead 54 58 Most Important 39 38 Second most important 41 36 Third most important 20 26

Warnings of accidents ahead 75 73 Most Important 48 50 Second most important 28 28 Third most important 24 23

Information on alternative routes 25 22 Most Important 8 8 Second most important 46 49 Third most important 46 44

Information about weather conditions 20 18 Most Important 14 13 Second most important 39 42 Third most important 47 44

Information about future major events 5 6 Most Important 6 10 Second most important 36 31 Third most important 57 59

Information about future roadworks 20 19 Most Important 8 12 Second most important 34 31 Third most important 58 57

Expected journey times 9 9 Most Important 14 14 Second most important 29 25 Third most important 57 61

Safety messages, driving advice 11 12 Most Important 16 21 Second most important 30 38 Third most important 54 41

Safety messages related to the road conditions 23 23 Most Important 20 21 Second most important 29 32 Third most important 50 47

Other 1 1 Most Important 21 33 Second most important 21 33 Third most important 57 33


131

H10 Thinking about the messages you see on VMS in general, how accurate do you find them? 2012-13 2011-12

% %

Completely accurate 8 9 Mostly accurate 67 67 About equally accurate and inaccurate 21 20 Mostly inaccurate 5 4 Completely inaccurate * 1

Base 1799 1716 Prompted H11 Thinking about the messages you see on VMS nowadays - compared to 12 months ago, do you think

the messages are better, worse or about the same? 2012-13 2011-12

% %

Better 19 23 Worse 1 1 About the same 68 66 Have not seen any variable message signs recently / 12 months ago

11 10

Total 1871 1848 Prompted H12 Do you think VMS should be used for any purposes other than traffic or safety campaign messages? 2012-13 2011-12

% %

Yes 4 7 No 83 84 Don't know 12 9 Base 2040 2057

H12a For what other purposes do you think VMS should be used for? 2012-13 2011-12

% %

Display the time 10 2

Corporate advertisements 12 7

Public awareness messages 48 32

Other 24 60


132

Section I: Traffic officers I1 Thinking about the journey you told us about between bplaces and bplacee , did you see any

Highways Agency Traffic Officers or patrol vehicles? 2012-13 2011-12

% %

Yes 19 22

No 81 78

Base 1862 1912 I2 How important is it to you that there are Highways Agency Traffic Officers? 2012-13 2011-12 % % Very important 45 49 Fairly important 41 39 Neither important nor unimportant 12 8 Not very important 2 2 Not at all important 1 1 Base 1802 1862

I2a Why do you think that Highways Agency Traffic Officers are very important? 2012-13 2011-12 % % Attend accidents 56 55

Clear debris 30 35

Road closures 3 6

Remove damaged vehicles 9 14

Support police 32 34

Free up police time 14 14

Faster response time than police 10 7

Monitor traffic 22 31

Attend breakdowns 48 46

Keep traffic flowing 47 44

General – assess roads 11 15

Comforting/reassuring/feel safer 32 28

Slow traffic down 11 10

Other 6 8

Don’t know * 1


133

I2b Why do you think that Highways Agency Traffic Officers are fairly important/neither important nor unimportant? 2012-13 2011-12 % % Attend accidents 41 38 Clear debris 15 21 Road closures 2 3 Remove damaged vehicles 5 10 Support police 31 28 Free up police time 12 10 Faster response time than police 4 3 Monitor traffic 29 24 Attend breakdowns 36 35 Keep traffic flowing 23 31 General – assess roads 8 10 Comforting/reassuring/feel safer 15 20 Slow traffic down 8 9 Not aware of them/what they do 5 3 Have never seen them 1 2 Job the Police should be doing 4 2 They have no authority 5 5 Don’t know 5 3

Base 952 878 Unprompted, multiple response I2c Why do you think that Highways Agency Traffic Officers are not very important/not at all important? 2012-13 2011-12

% %

Not aware of them/what they do 20 23 Have never seen them 9 8 Job the police should be doing 39 29 They have no authority 20 18 Other 24 29 Don’t Know 4 4 Base 46 73

Unprompted, multiple response I3 Have you had any reason to use an Emergency Telephone within the last 2 months when travelling on motorways or trunk roads? 2012-13 2011-12

% %

Yes * 1 No 100 99 Base 2039 2055

134

Section J – Managed Motorways J1 Which of the following measures are you aware of when using motorways … 2012-13 2011-12

% %

Use of the hard shoulder as an extra lane at busy times 63 57 Use of variable speed limits to manage traffic flow 80 76 Incident response measures, CCTV 46 50 Incident response measures, VMS 73 74 Traffic lights on slip roads, to manage traffic flow 71 69 Awareness of any other management measures 9 12

Base 2020 2058

J3 What would the impacts on your journey of Use of the hard shoulder as an extra lane at busy times? 2012-13 2011-12

% %

Improved journey time reliability 6 12 Improved traffic flow 54 55 Less delays 34 31 More delays * 2 Safer journey 4 8 Less safe journeys 21 10 Cost savings to user * * Don’t know 9 10 Other 1 10 Base 1256 1133 Unprompted, multiple response J3 What would the impacts on your journey of Use of variable speed limits to manage traffic flow? 2012-13 2011-12

% %

Improved journey time reliability 5 6

Improved traffic flow 52 45

Less delays 12 17

More delays 9 10

Safer journey 31 30

Less safe journeys 4 1

Cost savings to user * 1

Don’t know 10 11

Other 3 9


135

J3 What would the impacts on your journey of Use of Incident response measures, CCTV? 2012-13 2011-12

% %

Improved journey time reliability 1 3 Improved traffic flow 9 17 Less delays 11 15 More delays 2 4 Safer journey 62 47 Less safe journeys * * Cost savings to user * 0 Don’t know 18 22 Other 15 11 Base 870 968 Unprompted, multiple response J3 What would the impacts on your journey of Use of Incident response measures, VMS? 2012-13 2011-12

% %

Improved journey time reliability 8 14 Improved traffic flow 15 25 Less delays 11 17 More delays 3 5 Safer journey 52 43 Less safe journeys * 1 Cost savings to user * * Don’t know 10 14 Other 27 15

Base 1411 1483 Unprompted, multiple response J3 What would the impacts on your journey of Traffic lights on slip roads, to manage traffic flow? 2012-13 2011-12

% %

Improved journey time reliability 2 3 Improved traffic flow 45 47 Less delays 10 14 More delays 9 9 Safer journey 26 20 Less safe journeys 6 2 Cost savings to user * 0 Don’t know 17 17 Other 8 10


136

J4 What would be the overall impacts of motorway management measures? 2012-13 2011-12

% %

Improved journey time reliability 25 24 Improved traffic flow 60 57 Less delays 35 38 More delays 15 14 Safer journeys 57 54 Less safe journeys 2 2 Cost savings to user 8 5 Cheaper that building new roads 13 8 Cheaper than widening roads 12 7 Makes effective use of existing road space 26 18 Other 2 4 Don't know 9 10


Section K: Severe Weather Warnings K1 Thinking about the last 12 months, how satisfied or dissatisfied would you say you are with severe weather warnings in relation to travel advice/information on the motorway and trunk road network?

2012-13 2011-12

% %

Very satisfied 31 31 Fairly satisfied 39 44 Neither satisfied nor dissatisfied 27 22 Fairly dissatisfied 2 2 Very dissatisfied 1 1

Base 1329 1464 Prompted K2 Thinking about the last 12 months, how accurate or inaccurate would you say travel

advice/information in relation to severe weather warnings has been? 2012-13 2011-12

% %

Always accurate 12 11 Mostly accurate 68 71 About equally accurate and inaccurate 16 15 Mostly inaccurate 4 2 Always inaccurate * Base 1013 1136 Prompted K3 As a result of travel advice/information relating to severe weather warning(s) have you

checked your vehicle for any of these, before setting off? 2012-13 2011-12

% %

NONE of these 45 29 Lights 40 43 Water 39 45 Anti-freeze 38 45 Oil 37 40 These are always checked on a regularly basis 4 10 Other 4 6 Base 1013 1136 Prompted, multiple response

137

K4 As a result of travel advice/information relating to severe weather warnings have you taken any of these items with you?

2012-13 2011-12

% %

NONE of these 28 22 De-icer 47 49 Warm clothes 42 44 Blanket 35 37 Water 31 32 Hot drink 26 31 Food 26 28 Other 14 12

Base 1013 1136 Prompted, multiple response Section L – Attitudinal questions L2a How confident / nervous are you as a Driver on motorways? 2012-13 2011-12

% %

Very confident 63 67

Fairly confident 26 23

Neither confident nor nervous 3 3

Fairly nervous 6 6

Very nervous 2 2

Base 1726 1677 Prompted L2b How confident / nervous are you as a Passenger on motorways? 2012-13 2011-12

% %

Very confident 42 46 Fairly confident 38 34 Neither confident nor nervous 9 7 Fairly nervous 9 6 Very nervous 3 4 Base 1987 2015 Prompted L2c How confident / nervous are you as a Driver on trunk roads? 2012-13 2011-12

% %

Very confident 66 71 Fairly confident 28 23 Neither confident nor nervous 2 3 Fairly nervous 3 2 Very nervous 1 1 Base 1797 1755 Prompted L2d How confident / nervous are you as a Passenger on trunk roads? 2012-13 2011-12

% %

Very confident 44 48 Fairly confident 39 35 Neither confident nor nervous 8 7 Fairly nervous 7 7 Very nervous 2 3 Base 1993 2021

138

139

Prompted L3 Looking at this list, which, if any, of these actions have you taken in the past 12 months? 2012-13 2011-12

% %

Driving in a more fuel efficient manner 32 32 Buying a car with a smaller engine 10 11 Buying a hybrid car 1 1 Using a car less for short trips 26 26 Switching to a car which uses a cleaner energy source 2 2 Using buses, trains, or other public transport (more) instead of driving 18 17 Car sharing (more) instead of going in an individual car 8 8 Joining a car club * * Cycling (more) instead of going by car 6 6 Looking for information about cleaner vehicles 2 2 Giving up one (or more) of the household cars 3 2 None of these 42 42

Base 2040 2058 Prompted, multiple response L4 Looking at this list, which, if any, of the following driving techniques would you say you have adopted? 2012-13 2011-12

% %

Regularly checking my tyre pressure 57 54 Not accelerating too hard/going easy on the accelerator 45 35 Using air conditioning only when I really need it 23 23 Removing unused roof racks 4 4 Switching off my engine when stuck in a traffic jam 20 18 Checking revs/changing gear between 200rpm* and 2500rpm 17 15 Changing my speed to save fuel 32 29 Reading the road to avoid unnecessary acceleration and braking 42 33 Planning my journey to avoid congestion/road works/getting lost 25 19 Driving off from cold / Not warming up the car before driving off 17 13 None – I’ve not adopted any of them 21 25 Base 1827 1814 Prompted, multiple response L5 How satisfied or dissatisfied are you with the Highway Agency’s overall performance in the last 12 months? 2012-13 2011-12

% %

Very satisfied 39 33 Fairly satisfied 46 52 Neither satisfied nor dissatisfied 12 13 Fairly dissatisfied 2 2 Very dissatisfied * * Base 1850 1834 Prompted

Appendix C Equality Analysis Tables Notes: Confidence intervals (CI) are used with random probability surveys to denote significant differences. NRUSS is conducted to quota, so theoretically CI levels are not appropriate, however, in the following tables, where the column percentages differ at the 95% confidence interval between sub-groupings, for example age groups, the cells are highlighted. In Table A1, the 39% of 17-24 year olds who were unaware of the Agency is significantly higher than for the other age groups.



Section A: Awareness of the Highways Agency A1 Had you heard of the Highways Agency before this interview? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British % Other %

TOTAL %

Yes 61 84 88 79 87 78 77 83 84 67 82 No 39 16 12 21 13 22 23 17 16 33 18 Base 161 620 706 511 1029 975 167 1837 1771 230 2004

A2 Where have you seen or heard anything about the Highways Agency? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Road sign 34 26 30 28 31 25 24 29 29 19 28 Newspaper / magazine 1 12 16 20 15 15 21 15 16 10 15 Radio 4 7 11 17 12 10 17 10 12 2 11 TV 15 19 26 32 26 22 33 24 25 14 24 Leaflets 11 5 5 2 4 6 5 5 5 4 5 Internet 9 9 9 4 9 7 11 8 8 5 8 Highways Agency vehicles 65 63 66 53 66 57 53 63 61 70 62 Place of work 5 13 13 6 14 7 6 11 10 17 11 Contact with them 2 5 4 2 4 4 5 4 4 4 4 Word of mouth 13 14 12 12 13 13 21 12 13 11 13 Local council 5 11 14 12 11 13 8 12 12 12 12 Other 5 2 1 1 2 2 1 2 2 1 2 Don't know 10 9 4 9 5 10 5 7 7 7 7 Base 99 521 621 406 896 756 129 1523 1496 153 1652


140

A3 What do you think the Highways Agency is responsible for? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Improve trunk roads 5 15 12 10 15 8 9 12 11 20 12 Improve motorways 7 17 14 12 18 9 10 14 13 20 14 Improve all roads (general) 11 13 17 13 13 16 16 14 14 22 14 Maintain motorways 36 44 40 40 49 32 44 41 42 35 41 Maintain trunk roads 22 29 30 29 35 21 30 29 29 27 29 General road maintenance 44 42 44 48 40 49 48 44 45 39 44 Traffic Officers 3 8 7 7 9 6 6 7 7 5 7 Information about traffic conditions 1 4 2 3 3 3 2 3 3 5 3 Road signs 12 14 13 13 14 12 16 13 13 13 13 Improve road safety 15 12 10 9 10 12 7 11 10 12 11 Building new roads 5 4 6 6 6 5 5 6 5 6 6 Planning new roads 5 4 5 6 6 4 2 5 5 5 5 Traffic management 7 9 9 7 9 6 9 8 8 7 8 Traffic census 1 2 2 1 2 2 2 2 2 0 2 Highways Agency Information Line (HAIL) 0 1 * 0 * 0 1 0 * 0 * Cones hotline 0 1 1 0 1 0 0 1 1 1 1 Run the roads / Operate network 7 9 9 11 9 10 9 10 10 3 9 Other 7 5 7 7 6 7 10 6 6 6 7 Don't know 10 4 3 5 3 6 2 4 4 4 4 Base 99 521 621 406 896 756 129 1523 1496 153 1652

Unprompted, multiple response A4 Are you aware that there are Highways Agency Traffic Officers? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 54 74 76 59 77 61 59 70 70 59 69 No 46 26 24 41 23 39 41 30 30 41 31 Base 158 611 691 494 1008 952 160 1800 1729 229 1960

Prompted

141

A5 What do you think Highways Agency Traffic Officers do? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Attend accidents 29 43 41 39 46 33 44 40 40 46 41 Clear debris 12 11 14 10 14 9 8 12 12 9 12 Road closures 7 5 4 6 5 5 3 5 5 7 5 Remove damaged vehicles 0 5 5 3 6 2 1 4 4 7 4 Support police 13 29 29 28 34 20 29 27 26 38 28 Patrols 14 20 18 16 19 16 15 18 18 18 18 Monitor traffic 29 40 37 32 38 34 37 36 35 47 37 Attend breakdowns 20 37 34 27 37 27 27 33 32 38 33 Keep traffic flowing 18 22 27 27 27 22 20 25 25 21 25 General - assess roads 13 15 19 19 17 18 18 17 18 9 17 General - maintenance of roads 18 12 15 12 13 14 12 13 14 10 13 Other 6 7 7 7 6 7 12 6 7 5 7 Don't know 18 9 6 13 8 11 8 9 10 8 9 Base 85 453 522 293 773 580 95 1258 1217 136 1353

Unprompted, multiple response Section B: Travel on Motorways and Trunk Roads B1 Do you hold a full or provisional driving licence?


17-24 % 25-44 % 45-64

% 65 + % Male %

Female %

Yes %

No %


TOTAL %

Yes - Full licence 56 91 90 85 94 79 71 88 87 83 86 Yes - Provisional licence 23 3 1 * 2 5 3 3 3 4 3 Neither 21 6 9 15 5 17 25 9 10 13 10 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

142

B2 How many miles would you say you drove in the last 12 months? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + % Male % Female

% Yes %

No %

White - British %

Other %

TOTAL %

1 to 4999 26 14 18 30 16 26 37 19 20 25 21 5000 to 9999 26 33 29 37 34 30 18 33 32 33 32 10000 to 14999 9 29 23 12 24 17 9 22 22 15 21 15000 to 19999 2 6 7 2 7 3 2 5 5 8 5 20000 to 29999 2 6 6 1 6 2 2 4 4 2 4 30000 + 1 4 6 1 6 1 1 4 4 3 4 None 33 9 11 18 7 21 31 12 14 15 14 Base 163 619 706 517 1030 981 170 1841 1772 236 2011

B3a Have you travelled on the motorway or trunk road network in the last 12 months as........? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-

64 % 65 + % Male

% Female

% Yes %

No %

White - British %

Other %

TOTAL %

Driver of a car 61 89 85 78 90 75 60 85 83 78 83 Driver of a van 1 11 9 3 12 2 3 8 7 9 7 Passenger in a car 82 61 59 59 47 76 76 60 63 54 61 Passenger in a van 8 5 5 2 6 3 3 4 4 2 4 Driver of a goods vehicle, bus or coach 1 2 4 2 4 2 3 3 3 1 3 Passenger in a bus or coach* 21 7 9 19 9 15 15 12 13 7 12 Motorcyclist 4 3 3 1 4 1 2 3 3 1 3 Other 0 1 1 1 1 1 0 1 1 1 1 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted

143



17-24

% 25-44

% 45-64

% 65 + % Male % Female

% Yes %

No %

White - British

% Other

% TOTAL

% Once a week or More 29 57 54 39 56 41 25 51 50 44 49

Less than once a week 32 32 31 39 34 33 35 33 33 35 33 As a driver of a car

Never 39 12 15 22 10 25 40 16 17 22 18

Once a week or More 1 7 6 1 9 1 1 5 5 7 5

Less than once a week 1 3 3 2 3 1 2 2 2 3 2 As a driver of a

van Never 99 89 91 97 88 98 97 93 93 91 93

Once a week or More 28 16 14 14 9 22 18 15 16 15 16

Less than once a week 54 45 45 45 38 54 58 45 47 39 46 As a passenger

in a car Never 18 40 41 41 53 24 24 40 38 46 39

Once a week or More 2 2 1 0 2 1 1 1 1 * 1

Less than once a week 5 3 3 2 4 2 2 3 3 2 3 As a passenger

in a van Never 92 95 95 98 94 97 97 96 96 98 96

Once a week or More 1 1 3 1 2 * 1 1 2 1 1

Less than once a week 0 1 1 1 1 1 2 1 1 1

As a driver of a

goods vehicle,

bus or coach Never 99 98 96 98 96 98 98 97 97 99 97

Once a week or More 6 * 2 1 1 2 2 1 2 0 1

Less than once a week 15 7 8 17 8 13 13 10 11 7 11 As a passenger in a bus or coach

Never 79 93 91 81 91 85 85 88 87 93 88

Once a week or More 2 1 1 0 1 * 1 1 1 * 1

Less than once a week 2 2 2 1 3 1 1 2 2 * 2 As a motorcyclist

Never 96 97 97 99 96 99 98 97 97 99 97 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted

144

B4a How frequently have you travelled on MOTORWAYS in England in the last 12 months? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %Male

% Female

% Yes %

No %

White - British %

Other %

TOTAL %

5 or more days a week 5 16 10 1 12 6 2 10 9 11 9 2-4 days a week 18 18 19 7 18 12 9 16 15 18 15 Once a week 11 13 10 13 13 11 7 12 12 13 12 Less than once a week but more than once a month 27 19 17 19 18 20 14 19 20 15 19 Once a month 13 14 15 15 13 17 15 14 14 21 15 Less than once a month 25 18 27 40 24 31 48 25 28 22 27 Have not travelled on a Motorway 1 2 1 6 2 3 5 2 3 * 3 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted B4b How frequently have you travelled on TRUNK ROADS in England in the last 12 months? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-

44 % 45-

64 % 65 + %

Male %

Female %

Yes %

No %


TOTAL %

5 or more days a week 11 19 16 4 17 9 6 14 14 10 13 2-4 days a week 18 18 19 19 22 16 14 19 19 13 19 Once a week 15 13 13 16 13 15 12 14 15 11 14 Less than once a week but more than once a month 21 18 21 20 20 20 23 20 20 20 20 Once a month 5 10 9 10 7 11 12 9 8 15 9 Less than once a month 23 20 20 27 19 25 31 21 21 26 22 Have not travelled on a Trunk Road 7 3 2 3 2 4 2 3 2 5 3 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted

145

B5 In your opinion do you live close to a Highways Agency Motorway or Trunk Road? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-

44 % 45-

64 % 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 90 91 89 86 90 87 84 89 88 95 89 No 10 9 11 14 10 13 16 11 12 5 11 Base 160 626 712 519 1037 986 171 1852 1785 235 2023

B7 Which of the following best describes your current working status? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-

44 % 45-

64 % 65 + %

Male %

Female %

Yes %

No %

White - British % Other % TOTAL %

In full-time employment 41 65 51 3 51 33 9 45 41 51 42 In part-time employment 10 17 12 5 5 19 7 12 11 16 12 Unemployed and looking for work 5 4 3 * 4 2 3 3 3 5 3 Unemployed but not looking for work 0 * 2 * 1 1 2 1 1 * 1 Looking after home/family 7 10 6 1 * 11 6 6 5 9 6 Long term sick or disabled 0 2 5 1 2 3 19 1 3 1 2 Retired 0 * 21 90 35 27 54 29 33 12 31 Student 35 1 0 0 2 4 1 3 3 5 3 Other 1 0 * 0 * * 0 * * 0 * Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted

146

B8a How frequently do you use MOTORWAYS for your regular trip (commute*) to or from work? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British %

Other % TOTAL %

5 or more days a week 12 16 11 5 16 10 4 13 13 14 13 2-4 days a week 6 8 9 17 10 7 11 9 9 9 9 Once a week 1 1 2 0 1 2 0 1 1 2 1 Less than once a week but more than once a month 1 2 1 5 2 1 0 2 2 1 2 Once a month 0 1 1 2 1 1 0 1 1 1 1 Less than once a month 1 1 2 5 2 2 0 2 2 0 2 Never 79 70 74 67 68 78 85 72 72 74 72 Base 84 514 451 42 577 517 27 1067 931 161 1094

Prompted B8b How frequently do you use TRUNK ROADS for your regular trip (commute*) to or from work? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British %

Other %

TOTAL %

5 or more days a week 12 16 14 19 20 10 7 15 15 14 15 2-4 days a week 7 8 12 12 10 9 11 9 10 4 9 Once a week 0 2 1 2 2 1 0 1 1 2 1 Less than once a week but more than once a month 1 2 2 0 2 3 0 2 2 2 2 Once a month 0 1 * 2 1 * 4 * * 1 1 Less than once a month 2 1 2 0 2 1 0 2 2 0 2 Never 77 70 69 64 64 76 78 70 69 77 70 Base 84 517 449 42 578 517 27 1068 931 162 1095

Prompted

147

B9 Do you ever drive as part of your job or for business purposes? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male % Female % Yes %

No %


TOTAL %

Yes 24 38 48 36 56 24 33 41 43 29 41 No 76 62 52 64 44 76 67 59 57 71 59 Base 85 516 451 42 578 519 27 1070 934 161 1097 B10 How frequently do you use MOTORWAYS or TRUNK ROADS for trips made in connection with work (excluding your trip to or from

work), e.g. business trips? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

5 or more days a week 35 25 25 13 29 16 22 25 26 15 25 2-4 days a week 15 33 40 40 37 33 44 35 34 50 36 Once a week 0 12 7 20 8 13 11 10 10 9 10 Less than once a week but more than once a month 10 12 9 7 9 14 0 11 11 7 10 Once a month 0 7 6 13 6 8 0 7 7 4 7 Less than once a month 25 9 12 7 10 14 22 11 11 11 11 Never 15 2 * 0 2 2 0 2 2 4 2 Base 20 193 216 15 323 122 9 436 399 46 445 Prompted B11 How frequently do you use MOTORWAYS or TRUNK ROADS for all journeys EXCEPT for work or business? (e.g. leisure trips, visiting

friends/relatives, shopping etc) Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

5 or more days a week 5 5 5 2 5 4 4 4 5 2 4 2-4 days a week 21 18 19 22 21 19 14 20 21 13 20 Once a week 18 28 24 18 25 21 12 24 23 26 23 Less than once a week but more than once a month 31 25 25 23 25 25 27 25 26 21 25 Once a month 8 12 11 9 9 13 9 11 10 17 11 Less than once a month 13 9 14 21 14 15 29 13 14 18 14 Never 3 2 2 4 2 3 4 3 3 3 3 Base 165 627 714 522 1040 994 173 1861 1792 239 2034 Prompted

148

Section C: Most Recent Journey C2 Did this journey....? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Start from your home 46 49 51 52 49 51 49 50 51 47 50 End at your home 52 48 47 47 47 48 49 48 48 49 48 Neither 2 3 2 1 3 1 2 2 2 3 2 Base 165 629 716 524 1042 998 173 1867 1798 239 2040 Prompted C3 When was this journey....? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Within the last week 59 66 60 43 59 55 37 59 57 56 57 Within the last fortnight 16 15 15 19 15 16 15 16 16 16 16 Within the last month 13 12 13 17 14 14 17 13 13 16 14 Within the last 3 months 8 6 7 15 8 10 21 8 9 7 9 Within the last 6 months 2 1 3 3 2 3 6 2 3 3 3 Within the last 12 months 1 * 2 4 2 2 4 2 2 1 2 Base 165 629 716 524 1042 998 173 1867 1798 239 2040 Prompted

149

C4 What day of the week was this journey....? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Monday 12 13 11 9 11 11 11 11 12 10 11 Tuesday 8 8 12 12 11 9 9 10 10 9 10 Wednesday 10 12 14 16 15 12 15 14 13 18 14 Thursday 9 12 12 13 13 12 9 12 12 11 12 Friday 17 14 14 10 13 14 12 14 14 8 13 Saturday 21 20 16 15 15 19 14 18 17 21 17 Sunday 16 16 13 15 14 16 17 15 15 16 15 Weekday (unspecified) 4 3 6 8 6 5 9 5 5 4 5 Weekend (unspecified) 3 1 2 2 2 1 3 1 1 2 1 Base 164 627 712 517 1033 993 169 1857 1790 233 2026 Prompted C6a Which of these areas have you travelled in using MOTORWAYS in the last 12 months? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + %Male

% Female

% Yes %

No %


TOTAL %

North East 15 10 13 13 14 10 12 12 13 6 12 North West 19 17 14 15 15 16 8 16 16 10 16 Midlands 15 16 16 16 17 15 18 16 15 21 16 M25 10 11 9 8 10 9 5 10 8 17 9 East 12 13 12 11 13 12 11 12 11 24 12 South East 16 19 19 11 17 16 10 17 15 30 17 South West 9 11 10 10 11 10 15 10 10 10 10 Base 165 629 716 524 1042 998 173 1867 1798 239 2040


150

C6b Which of these areas have you travelled in using TRUNK ROADS in the last 12 months? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + %Male

% Female

% Yes %

No %


TOTAL %

North East 10 9 10 12 11 9 14 10 11 4 10 North West 1 3 2 2 2 2 0 2 2 2 2 Midlands 13 14 16 15 15 15 18 15 15 13 15 East 8 13 14 16 13 14 15 13 14 8 13 South East 16 13 16 13 14 15 10 15 14 17 14 South West 8 7 13 13 11 11 12 11 11 8 11 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted, multiple response C7 Did you use any of the following to plan your route before you set off? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + %Male

% Female

% Yes %

No %


TOTAL %

Website 2 1 3 2 2 2 1 2 2 * 2 Satnav or in-car navigation system 15 14 13 7 13 12 8 13 12 14 12 Map / Atlas (not from website) 2 1 3 4 3 2 2 3 3 1 2 Mobile phone with 3G or WAP 2 * * 1 1 1 1 1 1 0 1 iPhone 2 1 * 0 * 1 0 1 * 1 1 BlackBerry or iPAQ 0 0 * 0 0 * 0 * * 0 * None 80 83 82 87 83 84 88 83 83 83 83 Base 165 629 716 524 1042 998 173 1867 1798 239 2040


151

C9 What was the main purpose of this trip? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male % Female

% Yes %

No %

White - British %

Other %

TOTAL %

Regular trip to/ from work 10 15 10 1 10 9 0 10 9 13 9 Employer's business - travelling in connection with work

4 13 13 2 15 4 1 10 9 12 10

Education 10 * 1 0 1 2 1 1 1 1 1 Holiday 4 6 7 10 7 7 12 7 7 5 7 Visiting friends or relations 22 25 26 33 24 30 35 26 26 38 27 Shopping 14 15 15 19 14 18 14 16 17 11 16 Leisure or entertainment 22 18 16 21 20 17 15 19 20 10 19 Personal business 7 6 8 9 7 8 16 7 8 5 8 Other 6 2 3 5 2 5 8 3 3 5 4 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted C10 Still thinking about this journey, at the outset were you travelling? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44

% 45-64

% 65

+ %Male

% Female

% Yes %

No %


On your own 24 34 35 25 35 27 15 33 31 29 31 With other people 76 66 65 75 65 73 85 67 69 71 69 Base 165 629 716 523 1041 998 172 1867 1797 239 2039

Prompted C10a In which age groups were the other people travelling with you? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


0 – 5 years 11 29 5 2 7 16 6 12 11 15 12 6 – 17 years 15 32 14 5 14 20 10 18 16 24 17 18 – 64 years 97 85 85 43 72 76 73 74 72 86 74 65 or over 2 5 16 70 30 24 34 26 29 14 27 Base 126 414 467 394 678 728 146 1260 1235 169 1406


152

C11 Were you the driver, a passenger or did you share the driving? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male % Female % Yes %

No %


TOTAL %

The driver 47 77 72 64 85 53 47 71 69 70 69 A passenger 52 20 26 34 13 44 51 26 29 26 28 Both (Shared) 1 3 3 2 2 3 2 3 2 4 3 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

C12 What type of vehicle were you travelling in ? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male % Female

% Yes %

No %


TOTAL %

Car 90 90 90 94 88 94 93 91 91 90 91 Van 2 6 5 1 7 1 2 4 4 6 4 Motorcycle 2 1 1 * 1 * 0 1 1 * 1 Bus or Coach 4 2 2 4 2 4 5 3 3 2 3 Taxi 1 1 * * * * 0 * * 1 * Lorry/HGV 0 1 1 * 1 * 0 1 1 * 1 Other 1 * 1 1 1 * 0 1 1 0 * Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted C13 Who does the vehicle belong to? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male % Female

% Yes %

No %


TOTAL %

Your own vehicle 39 72 71 70 74 62 57 69 68 66 68 A company vehicle 3 9 8 10 2 2 6 6 7 6 Another member of the family’s vehicle

32 9 13 12 7 19 18 13 13 17 13

Someone else’s vehicle, not in household

22 7 6 13 6 13 17 9 10 8 10

Public bus, or coach 4 2 2 4 2 4 5 3 3 1 3 Other 1 1 1 1 1 1 1 1 1 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted

153

C14 On a scale of 1 to 10, where 1 is an extremely poor journey, and 10 is an extremely good journey, how would you rate your journey, first of all for the section that was on local roads?


17-24 % 25-44 % 45-64 % 65 + % Male

% Female

% Yes %

No % White - British % Other %

TOTAL %

1 1 * 1 * 1 * 1 * 1 * * 2 1 1 2 2 1 1 2 1 1 1 1 3 2 2 3 4 2 3 4 3 3 2 3 4 7 4 5 4 5 5 4 5 5 3 5 5 8 10 11 10 10 10 13 10 10 11 10 6 14 13 13 10 13 12 14 12 13 10 12 7 19 21 20 19 20 20 18 20 20 20 20 8 27 26 26 31 27 28 24 28 28 24 27 9 11 12 11 12 11 12 12 11 11 15 11 10 11 11 10 9 11 9 8 10 10 12 10 Base 165 628 714 524 1039 998 173 1864 1795 239 2037 Meat Rating 7.15 7.25 7.05 7.14 7.15 7.14 6.83 7.17 7.12 7.32 7.14

C15 How would you rate your journey, for the section that was on motorways? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male

% Female

% Yes %


TOTAL %

1 0 * 1 * * * 0 * * 0 * 2 0 * 1 1 1 1 0 1 1 1 1 3 2 1 1 1 1 1 1 1 1 2 1 4 0 1 2 2 2 1 0 2 2 1 1 5 2 3 4 2 3 3 6 3 3 2 3 6 6 10 6 5 8 6 3 7 7 8 7 7 15 14 15 11 13 14 15 13 14 12 13 8 38 36 36 34 33 39 36 36 36 37 36 9 22 21 23 28 25 22 26 23 24 22 23 10 16 14 13 16 14 14 13 14 14 16 14 Base 122 444 472 320 713 649 98 1264 1173 189 1362 Meat Rating 8.11 7.92 7.89 8.12 7.95 8.01 8.07 7.97 7.96 8.06 7.98

154

C16 How would you rate your journey, for the section that was on trunk roads? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male

% Female

% Yes %


TOTAL %

1 1 * * 0 * 1 0 * * 0 * 2 0 * 1 1 * 1 3 * 1 0 * 3 1 1 1 * * 1 0 1 1 0 1 4 2 1 2 2 2 2 2 2 2 3 2 5 3 6 4 6 5 5 3 5 5 2 5 6 1 5 9 7 8 6 8 7 7 8 7 7 16 16 18 14 17 16 15 16 16 18 16 8 34 38 35 38 38 36 45 36 36 40 37 9 24 21 19 20 18 22 15 21 20 19 20 10 16 11 10 12 12 12 9 12 12 11 12 Base 86 331 451 331 606 597 108 1095 1086 114 1203 Meat Rating 8.05 7.89 7.70 7.86 7.80 7.84 7.69 7.83 7.81 7.91 7.82

C17 Thinking about your journey, how often to you make this trip? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %


TOTAL %

5 or more days a week 7 12 9 1 9 6 3 8 7 9 7 2-4 days a week 13 11 9 6 8 10 4 10 9 12 9 Once a week 8 12 10 10 10 10 4 11 10 11 10 Less than once a week but more than once a month

13 10 13 11 12 11 14 11 12 8 11

Once a month 14 14 14 17 14 15 13 15 14 21 15 Less than once a month, but more than once a year

24 23 28 34 27 29 40 27 28 28 28

Once a year 4 5 7 9 7 6 11 6 7 4 6 Less than once a year 7 3 3 6 4 4 5 4 4 2 4 First time I’ve made this trip

10 9 9 7 8 9 6 9 9 5 9

Base 165 626 713 521 1040 991 171 1860 1792 237 2031 Prompted

155

C18 Thinking about your last journey, would you say it was better, worse or about the same as other times you have made the journey? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male

% Female

% Yes %

No %


Better 23 16 22 18 20 19 23 19 19 22 19 About the same 70 74 68 74 71 73 69 72 73 66 72 Worse 7 9 10 8 10 8 8 9 9 11 9 Base 144 552 642 475 939 878 157 1660 1595 220 1817

ASK ALL Section D: Most Recent Journey D1 At what time did you begin your journey? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Weekday 07:00-09:30 17 16 15 10 15 13 13 14 15 8 14 Weekday 09:31-15:59 23 27 36 45 34 35 41 34 35 34 35 Weekday 16:00-18:30 9 11 11 6 10 9 5 10 9 12 9 Weekday 18:31-23:59 8 4 3 3 4 4 4 4 4 4 4 Weekday 00:00-06:59 2 5 5 2 6 2 3 4 4 3 4 Weekend 07:00-09:30 4 6 5 6 4 7 5 5 5 5 5 Weekend 09:31-15:59 16 18 17 19 16 20 22 18 18 21 18 Weekend 16:00-18:30 9 8 5 5 6 7 5 6 6 9 6 Weekend 18:31-23:59 10 4 2 2 3 3 3 3 4 3 Weekend 00:00-06:59 2 2 1 1 2 1 2 1 1 1 1 Base 164 627 711 517 1032 993 169 1856 1789 233 2025

156

D3 Did you check the travel conditions before you set off on your journey Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 6 7 9 6 10 5 7 8 7 8 8 No 94 93 91 94 90 95 93 92 93 92 92 Base 159 622 706 513 1031 974 167 1838 1778 224 2005

D3a Which of the following did you use to check the travel conditions before you set off on your journey? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + %Male

% Female

% Yes %

No %

White - British %

Other %

TOTAL %

Website 33 23 33 32 29 32 25 30 29 37 30 Satnav or in-car navigation system 11 48 19 3 30 13 8 25 20 47 24 Mobile phone with 3G or WAP 0 7 6 0 5 4 17 4 5 0 5 iPhone 22 2 7 0 4 8 17 4 6 0 5 Radio 22 20 31 32 28 28 25 28 29 21 28 TV 22 11 10 35 14 21 17 17 18 5 17 Other 0 5 3 3 4 2 0 4 3 5 3 Base 9 44 67 31 98 53 12 139 132 19 151

Prompted, multiple response D4 Did you allow extra time in case of delays on that journey? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 24 18 18 12 15 19 20 16 17 15 17 No 76 82 82 88 85 81 80 84 83 85 83 Base 161 624 709 517 1034 983 171 1846 1781 233 2017

157

D6 How important was it to you that you arrived at the time you expected? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male % Female

% Yes %

No %

White - British

% Other % TOTAL

% Extremely Important 11 11 10 5 9 9 10 9 8 15 9 Very Important 8 16 10 5 10 10 7 11 10 13 10 Fairly Important 21 18 19 18 19 18 17 19 19 13 19 Not at all important 60 56 61 73 62 62 65 62 62 60 62 Base 165 629 715 524 1041 998 173 1866 1798 238 2039

Prompted D6a Why was it extremely/very important you arrived on time? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44

% 45-64 % 65 + %Male

% Female

% Yes %

No %

White - British %

Other %

TOTAL %

Meeting friends / family - important to be there at set time

9 9 10 14 9 11 10 10 9 17 10

On way to work 19 30 23 0 20 25 0 24 24 14 22 On work business 9 19 19 2 26 6 3 17 14 24 16 Appointment 22 21 34 43 31 27 63 26 29 27 29 Leisure trip with start time (e.g. football match, theatre)

6 8 8 16 9 9 10 9 10 6 9

Like to be on time / Don't like being late

0 1 4 0 2 3 0 2 2 3 2

Picking up / dropping off children (e.g. school, family members)

6 6 5 0 4 6 3 5 5 5 5

Meal time / restaurant booked 0 1 1 2 2 0 0 1 1 2 1 Other 31 8 8 18 9 14 10 12 11 12 11 Flight or ferry to catch / going to airport

6 6 3 12 7 5 7 6 5 8 6

Base 32 165 146 51 199 195 30 364 328 66 394

158

D6b Why was it fairly important you arrived on time? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British %

Other %

TOTAL %

Meeting friends / family - important to be there at set time

24 26 24 38 24 32 27 28 27 40 28

On way to work 18 10 9 0 9 6 0 8 7 10 8 On work business 6 12 17 2 18 4 3 11 10 17 11 Appointment 12 8 15 6 13 8 13 10 11 7 11 Leisure trip with start time (e.g. football match, theatre)

15 12 6 14 10 11 17 10 11 3 11


6 2 5 9 4 7 13 4 5 3 5


0 4 4 0 1 4 3 3 3 3 3

Meal time / restaurant booked 6 8 4 12 7 8 20 6 7 10 7 Homeward journey arrival time not important

3 2 3 4 4 2 3 3 3 3 3

No rush / hurry 0 0 2 6 3 2 3 2 2 3 2 Didn't have to arrive at a set time 3 4 5 6 5 5 7 5 5 3 5 Meeting friends / family - not as important to be there at set time

0 4 2 5 4 3 7 3 3 3 3

Leisure / shopping trip 9 5 6 10 7 7 7 7 7 0 7 No other plans 0 0 1 2 1 1 3 1 1 0 1 No appointment 0 0 1 0 1 0 0 * * 0 * Other 18 12 15 13 13 15 10 14 14 7 14 Base 34 113 136 93 194 184 30 348 348 30 378

159

D6c Why was it not at all important you arrived on time? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British %

Other %

TOTAL %

Homeward journey arrival time not important

44 45 38 34 42 36 42 39 37 56 39

No rush / hurry 28 29 32 41 35 31 36 33 35 19 33 Didn't have to arrive at a set time 16 14 19 20 17 18 17 18 19 12 18 Meeting friends / family - not as important to be there at set time

5 11 12 13 10 13 13 12 11 15 12

Leisure / shopping trip 14 20 21 19 17 23 20 20 21 11 20 No other plans 7 4 6 6 6 5 5 5 6 4 5 No appointment 3 1 3 2 2 2 2 2 2 1 2 Base 99 351 433 380 648 619 113 1154 1122 142 1267

D7 Did you/the driver stop to pick up or drop off passengers on this journey? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %


TOTAL %

Yes 13 12 9 8 9 11 10 10 10 12 10 No 87 88 91 92 91 89 90 90 90 88 90 Base 165 629 715 524 1042 997 172 1867 1797 239 2039

160

D8 Did you stop to take a break at all on this journey? (This does not include picking up/dropping off passengers, unless a break was taken

at the same time) Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %


TOTAL %

Yes 8 12 15 17 15 14 17 14 15 9 14 No 92 88 85 83 85 86 83 86 85 91 86 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

D9 Did you use any of the following to check the travel conditions during your journey, for example by listening to the radio for traffic updates, reading electronic variable message signs to receiving traffic updates via Sat Nav? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + % Male %

Female %

Yes %

No %

White - British %

Other %

TOTAL %

Traffic updates on the radio 16 20 25 15 24 17 19 21 20 23 21 Variable Message Signs (electronic road sigs)

4 5 7 8 7 6 6 6 7 5 6

Satnav or in-car navigation system 4 7 6 3 6 4 2 6 5 6 5 Mobile phone with 3G or WAP 0 1 * * * 1 0 1 1 * * iPhone 2 * 1 0 1 1 0 1 1 1 1 BlackBerry or iPAQ 0 * 0 * * * 1 * * 0 * Other 0 0 * * * * 0 * * * * None 75 73 68 78 69 76 75 72 73 68 72 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted, multiple response D10 RECODED Thinking about this journey, did you experience any delays? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British %

Other %

TOTAL %

Not delayed 65 68 67 76 69 71 77 69 70 68 70 Delayed on local road 6 5 7 5 6 6 5 6 6 5 6 Delayed on Agency road 29 26 26 18 25 24 19 25 24 27 24 Base 164 626 713 523 1039 993 172 1860 1791 238 2032

161

D10 Thinking about this journey, did you experience any delays resulting from the following? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British %

Other %

TOTAL %

Roadworks 10 10 10 8 10 10 11 10 9 13 10 Accidents 2 2 2 1 2 2 4 2 2 2 2 Breakdown - other vehicle 3 1 1 * 1 1 0 1 1 1 1 Breakdown - own vehicle 0 * 0 0 * * 0 * * * * Volume of traffic / congestion 19 21 22 13 20 18 11 20 19 21 19 Bad weather 3 3 3 3 3 3 2 3 3 3 3 Road closure 0 1 * 1 * 1 1 1 1 * 1 Diversions 0 1 * * * 1 1 * * * * Slow vehicles (e.g. wide loads, tractors etc, not slow drivers) 4 2 2 1 1 2 2 2 2 1 2 Other 3 1 1 1 1 1 1 1 1 * 1 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

Prompted, multiple response D13 What was the impact of this delay to you? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British %

Other %

TOTAL %

None / no impact 47 28 30 32 29 33 29 31 32 27 31 Didn't matter / didn't bother me 25 31 32 48 35 34 41 34 34 35 35 Arrived late - general 8 9 11 7 9 10 15 9 10 8 10 Arrived late for work 0 2 * 0 1 * 0 1 1 3 1 Stressed 8 6 6 9 6 8 5 7 7 5 7 Frustration 10 15 14 13 15 12 12 13 13 13 13 Annoyed 19 8 7 10 7 11 12 9 9 8 9 Inconvenient 15 20 16 7 16 15 15 15 14 27 15 Other 2 5 5 2 4 4 0 4 4 3 4 Don't know 0 1 1 1 1 1 2 1 1 1 1 Base 59 199 235 123 326 293 41 578 543 75 619

Unprompted, multiple response

162

D14 Had you been alerted to (warned of) possible delays? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 15 14 14 8 14 11 9 13 12 15 13 No 85 86 86 92 86 89 91 87 88 85 87 Base 158 614 703 511 1028 962 164 1826 1765 222 1990

D14a How had you been alerted to (warned of) possible delays? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British

% Other % TOTAL

% Signs (general) 13 13 11 13 10 15 0 13 12 12 12 Overhead signs 13 24 25 15 20 24 21 22 18 44 22 Variable Message Signs 25 18 18 15 18 19 29 18 17 26 18 Radio 13 16 16 5 14 13 14 14 14 9 14 Previous Journey 33 45 35 50 42 38 36 40 44 18 40 Internet 4 1 3 0 3 1 0 2 2 0 2 Sat Nat or in-car navigation system 0 2 7 0 4 3 0 4 4 3 4 Other 13 6 8 13 6 12 14 8 7 15 8 Don’t Know 0 0 1 3 1 1 0 1 1 0 1 Base 24 83 101 40 145 104 14 235 215 34 249

Unprompted, multiple response D15 How satisfied or dissatisfied would you say you were with the journey time between bplaces and bplacee for the section of the journey that was on motorways?


17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British

% Other % TOTAL

% Very Satisfied 59 64 63 73 65 65 69 65 65 65 65 Fairly satisfied 34 21 26 18 22 24 21 23 23 23 23 Neither satisfied nor dissatisfied 2 7 6 3 6 4 5 5 5 4 5 Fairly dissatisfied 4 8 4 3 5 5 3 5 5 8 5 Very dissatisfied 2 1 2 3 2 2 1 2 2 1 2 Base 121 443 469 320 711 646 95 1262 1168 189 1357

163

D15 How satisfied or dissatisfied would you say you were with the journey time between bplaces and bplacee for the section of the journey that was on trunk roads?


17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British

% Other % TOTAL

% Very Satisfied 64 60 57 60 59 59 63 59 59 55 59 Fairly satisfied 28 29 33 32 30 32 25 32 31 33 31 Neither satisfied nor dissatisfied 5 6 5 6 7 5 7 6 6 5 6 Fairly dissatisfied 2 3 5 2 3 3 6 3 3 5 3 Very dissatisfied 1 2 * 1 1 1 0 1 1 1 1 Base 85 327 447 330 605 588 106 1087 1076 114 1193

Section E: Roadworks E1 Had your journey been planned to avoid roadworks? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male % Female % Yes %

No %


TOTAL %

Yes 1 1 2 1 1 1 1 1 1 * 1 No 99 99 98 99 99 99 99 99 99 100 99 Base 156 619 701 504 1024 961 163 1822 1751 231 1985

E2 Did you pass any roadworks? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male % Female

% Yes %

No %


TOTAL %

Yes 23 25 24 26 27 23 24 25 25 27 25 No 77 75 76 74 73 77 76 75 75 73 75 Base 145 580 660 467 982 875 147 1710 1635 220 1857

E4 Did you know about these roadworks in advance of your trip? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male % Female

% Yes %

No %


TOTAL %

Yes 71 63 60 46 63 53 45 59 58 63 58 No 29 37 40 54 37 47 55 41 42 38 42 Base 24 94 105 68 157 134 20 271 251 40 291

164

E5 How had you first found out about these roadworks? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British %

Other %

TOTAL %

Drove through them (i.e. did not know about them until encountered)

76 76 73 61 76 68 78 72 72 72 72

Road sign 6 3 16 16 11 10 0 11 10 16 11 Radio 0 3 0 3 2 1 0 2 2 0 2 Leaflets 0 0 0 3 0 1 0 1 1 0 1 Internet 6 2 5 0 3 3 0 3 3 4 3 Word of mouth 12 12 3 10 5 13 11 8 8 8 8 Other 0 3 3 6 3 4 11 3 4 0 4 Base 17 59 63 31 99 71 9 161 145 25 170

Unprompted, multiple response E6 Were there any of the following at the roadworks? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British

% Other % TOTAL

% Closed lanes 42 36 33 25 31 34 27 33 33 33 33 Narrowed lanes 38 45 38 38 43 37 36 41 39 45 40 Speed restrictions 71 74 77 65 75 69 77 72 72 79 73 Contra flow lanes (e.g. the reversal of lanes which are normally set up for travel in one direction)

13 6 16 7 11 10 9 11 11 7 10

None of these 4 9 7 17 11 7 9 9 10 7 9 Don't know 0 3 1 1 0 4 5 1 2 2 2 Base 24 94 107 71 159 137 22 274 254 42 296


165

E7 Did you see any work being carried out at the roadworks? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 57 40 44 35 42 41 27 43 41 46 42 No 43 60 56 65 58 59 73 57 59 54 58 Base 23 88 104 66 154 127 22 259 242 39 281

E8 Did you expect to see work being carried out at the roadworks? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 40 40 43 46 43 42 21 45 43 37 42 No 60 60 57 54 57 58 79 55 57 63 58 Base 10 48 54 41 84 69 14 139 134 19 153

E9a Why did you expect to see work being carried out at the roadworks? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + %Male

% Female

% Yes %

No %

White - British %

Other % TOTAL %

If there are speed restrictions I expect work to be taking place

0 58 61 37 61 34 33 50 53 14 49

Because of the time of day I was travelling

100 37 22 21 28 34 0 32 29 43 31

Because of the day of the week I was travelling

50 26 17 5 19 17 0 19 16 43 18

If lanes are closed then I expect work to be taking place

50 42 52 26 25 62 100 39 38 71 42

Other 0 0 0 21 8 3 0 6 7 0 6 Don't know 4 19 23 19 36 29 3 62 58 7 65


166

E9b Why did you not expect to see work being carried out at the roadworks? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

No %

Yes %

White - British

% Other % TOTAL

% Because of the time of day I was travelling

67 48 42 32 42 45 27 45 39 67 43

Because of the day of the week I was travelling

50 31 52 41 40 45 64 39 42 42 42

Sign explained why no work going on

0 7 6 9 8 5 0 8 7 8 7

I never see anybody carrying out work at the roadworks so don't expect to see any work taking place

0 21 6 5 15 5 9 10 11 8 10

Other 0 17 13 23 19 13 9 17 16 17 16 Don't know 0 0 3 0 0 3 0 1 1 0 1 Base 6 29 31 22 48 40 11 77 76 12 88

Unprompted, multiple response E10 Was there a sign explaining why there were roadworks? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 33 26 38 31 35 29 23 33 35 19 32 No 33 28 18 27 25 24 14 25 25 24 25 Don't know / can't remember

33 45 44 42 40 47 64 41 41 57 43

Base 24 95 107 71 160 137 22 275 255 42 297 E11 Were you able to read the sign? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 100 88 90 95 93 90 100 91 91 100 92 No 0 0 2 5 4 0 0 2 2 0 2 Don't know / can't remember

0 12 7 0 4 10 0 7 7 0 6

Base 8 25 41 22 56 40 5 91 88 8 96

167

E12a Thinking about the journey between bplaces and bplacee, how satisfied or dissatisfied were you with the Highways Agency management of roadworks for the section of the journey that was on motorways? By management we mean things such as the number of roadworks encountered and information provided such as advanced notice and reason for the roadworks. Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British

% Other % TOTAL


E12b Thinking about the journey between bplaces and bplacee, how satisfied or dissatisfied were you with the Highways Agency management of roadworks for the section of the journey that was on trunk roads? By management we mean things such as the number of roadworks encountered and information provided such as advanced notice and reason for the roadworks. Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British

% Other % TOTAL

% Very Satisfied 11 14 18 24 20 14 0 19 17 25 17 Fairly satisfied 78 48 52 24 33 63 29 48 49 25 47 Neither satisfied nor dissatisfied

11 28 21 43 33 21 57 25 26 38 27

Fairly dissatisfied 0 7 6 10 12 0 14 6 6 13 7 Very dissatisfied 0 3 3 0 2 2 0 2 2 0 2 Base 9 29 33 21 49 43 7 85 84 8 92

168

Section F: Poor driving F1a How safe or unsafe did you feel between bplaces and bplacee when travelling on motorways? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + % Male %

Female %

Yes %

No %

White - British

% Other % TOTAL

% Very safe 63 65 62 65 70 58 60 64 63 67 64 Fairly safe 32 30 31 29 27 34 31 30 30 29 30 Neither safe nor unsafe 4 2 3 2 2 3 4 2 2 2 2 A bit unsafe 1 2 3 3 1 4 3 2 2 2 2 Very unsafe 0 1 2 1 * 2 1 1 1 1 1 Base 122 444 468 317 709 646 96 1259 1166 189 1355

F1b How safe or unsafe did you feel between bplaces and bplacee when travelling on trunk roads? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + % Male %

Female %

Yes %

No %

White - British

% Other % TOTAL

% Very safe 58 64 55 58 61 55 56 59 58 64 58 Fairly safe 39 30 40 37 34 38 37 36 37 31 36 Neither safe nor unsafe 2 3 3 2 2 3 2 3 3 2 3 A bit unsafe 0 2 2 2 1 3 4 2 2 3 2 Very unsafe 1 1 1 * 1 1 1 1 1 1 1

Base 85 329 448 329 602 593 107 1088 1078 114 1195 F3 Whether experienced poor driving on journey by other road users? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 37 42 46 35 44 39 43 41 41 44 41 No 63 58 54 65 56 61 57 59 59 56 59 Base 151 604 681 482 1001 923 152 1772 1698 223 1924

169

F4 What types of poor driving did you experience? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Tailgating 16 20 21 15 19 19 12 20 20 10 19 Speeding 34 41 44 50 42 45 55 42 42 55 43 Road rage 0 1 1 0 * 2 0 1 1 0 1 Jumping traffic lights 0 1 0 0 * * 0 * * 0 * Lane jumping 7 25 24 22 24 21 23 23 22 30 23 Intimidation 7 4 3 2 3 3 2 3 4 1 3 Drivers cutting me up 27 24 22 22 25 20 17 23 24 15 23 Poor overtaking 16 28 28 24 25 28 17 27 25 32 26 Not signalling 14 19 15 10 15 15 15 15 16 12 15 Lane hogging 20 15 15 7 16 11 8 14 15 8 14 Slow driving 11 6 6 3 5 6 6 6 6 4 6 Drivers using mobile phones 7 10 10 4 9 7 5 9 9 4 8 Learner drivers 0 0 * 0 * 0 0 * * 0 * Undertaking 11 14 15 11 14 13 12 14 13 14 13 Unobservant 11 4 7 4 6 5 5 6 6 1 6 Sudden braking 7 8 5 4 6 6 6 6 6 9 6 Other 2 4 6 6 5 6 8 5 6 0 5 Base 56 252 315 169 438 357 65 730 696 98 795


170

F6 How did this make you feel? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Angry / annoyed 43 43 50 44 46 46 48 46 48 33 46 Frustrated 13 23 20 11 20 17 15 19 20 9 18 Worried / concerned 29 13 22 25 16 26 20 20 20 24 20 Did not bother me 13 25 17 21 24 15 17 20 19 29 20 Frightened 16 5 9 9 5 12 12 8 8 10 8 Unsafe 21 11 14 14 11 17 17 13 13 17 14 Other 7 2 5 7 5 4 8 4 5 4 5 Base 56 252 315 169 438 357 65 730 696 98 795

Multiple response Section G: General Upkeep G1a Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with general upkeep of the motorways? This includes things like keeping it clear of debris and litter, and the general quality of the infrastructure, e.g. the road surface, lighting, verges etc. Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British

% Other % TOTAL

% Very Satisfied 55 59 54 64 59 57 62 58 57 63 58 Fairly satisfied 41 36 37 32 35 36 33 36 37 30 36 Neither satisfied nor dissatisfied 4 4 6 3 3 6 3 5 5 4 4 Fairly dissatisfied 0 1 2 1 2 1 0 2 1 2 1 Very dissatisfied 0 * 1 * 1 * 1 * 1 1 1 Base 115 426 454 292 688 603 87 1204 1103 188 1291

171

G1b Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with general upkeep of the trunk roads? This includes things like keeping it clear of debris, and the general quality of the infrastructure, e.g. the road surface, lighting, verges etc. Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British

% Other % TOTAL


G3 Did you notice any litter on the Motorways or Trunk Roads? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44

% 45-64

% 65 + % Male

% Female

% Yes %

No %


TOTAL %

Yes - motorways 11 13 12 14 14 12 9 13 12 19 13 Base - motorways 122 446 473 321 716 650 98 1268 1177 189 1366 Yes - trunk roads 16 11 14 18 16 13 17 14 14 19 14 Base - trunk roads 86 331 451 332 607 597 108 1096 1087 114 1204 No 79 79 78 71 75 77 74 76 77 72 76 Don't know / can’t remember 7 8 7 11 8 9 11 8 9 6 8 All 165 629 716 524 1042 998 173 1867 1798 239 2040

Multiple response G4 How did this make you feel? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + % Male %

Female %

Yes %

No %


TOTAL %

Angry / annoyed 41 52 53 60 49 61 58 54 53 58 54 Irritated 50 46 39 40 41 43 31 43 43 35 42 Worried / concerned / unsafe 5 5 6 3 6 3 8 4 4 4 5 Did not bother me 18 15 15 9 17 9 12 14 13 17 13 Other 5 5 7 12 9 6 8 8 9 4 8 Base 22 87 113 97 179 141 26 294 267 52 320

172

Section H: Variable Message Signs Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with the road signs you saw on the motorways? This includes electronic Variable Message Signs (VMS) and static signs such as the blue signs on the showcard. Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British

% Other % TOTAL

% Very Satisfied 64 71 72 66 71 68 63 70 68 78 70 Fairly satisfied 26 21 22 27 23 24 28 23 25 15 23 Neither satisfied nor dissatisfied 10 7 4 6 5 7 9 6 6 7 6 Fairly dissatisfied 0 1 1 1 1 1 0 1 1 1 1 Very dissatisfied 0 * * * * * 0 * * 0 * Base 101 395 428 282 655 555 81 1129 1036 174 1210

Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with the road signs you saw on the trunk roads? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %

White - British

% Other % TOTAL

% Very Satisfied 62 66 57 56 59 60 63 59 59 66 59 Fairly satisfied 31 26 34 32 32 29 31 31 31 27 31 Neither satisfied nor dissatisfied 5 7 8 10 8 9 4 8 8 7 8 Fairly dissatisfied 1 1 1 1 1 2 1 1 1 0 1 Very dissatisfied 0 0 * * * 0 0 * * 0 * Base 74 286 404 278 545 501 90 956 944 100 1046

H3 Still thinking about the journey you told us about between bplaces and bplacee, did you see any Variable Message Signs (VMS) above

the road like this? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 50 55 55 46 57 48 42 54 52 55 53 No 50 45 45 54 43 52 58 46 48 45 47 Base 133 547 628 430 915 827 139 1603 1537 203 1742

173

H4 Were any messages displayed? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 76 72 80 80 78 77 67 78 77 77 77 No 24 28 20 20 22 23 33 22 23 23 23 Base 54 253 297 172 446 334 52 728 689 91 780

H5 If no messages were displayed, what do you think this means? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Not needed as no problems on the network

100 99 98 97 97 100 94 99 99 90 98

Signs were broken 0 3 2 0 1 3 0 2 1 5 2 Other 0 0 0 3 1 0 6 0 1 0 1 Don't know 0 0 2 0 1 0 0 1 0 5 1 Base 13 72 58 34 99 78 17 160 156 21 177

Unprompted, multiple response H7 Did you make any changes to your journey or driving style/behaviour because of the message that was displayed? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

No changes made 61 70 73 79 72 74 89 72 74 63 73 Took a different route 0 1 1 1 1 1 0 1 1 0 1 Unplanned stop/took a break 0 0 * 0 0 * 0 * * 0 * Sought further information about my journey 0 1 * 0 1 0 0 * * 1 * Slowed down 32 24 21 16 22 20 9 22 20 29 21 Drove more cautiously 15 8 8 8 9 8 6 8 8 13 8 Other 0 2 1 3 1 2 3 2 2 3 2 Don't know 0 1 * 0 0 1 0 * * 0 * Base 41 181 239 138 347 256 35 568 533 70 603

Unprompted, multiple response 174

H8 Was the information on the VMS helpful to your journey? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Very helpful 27 25 25 23 25 24 21 25 24 32 25 Fairly helpful 44 30 32 25 30 33 29 31 31 33 31 Neither helpful nor unhelpful 20 30 31 35 31 30 35 31 32 22 31 Fairly unhelpful 5 6 3 9 5 6 6 5 5 6 5 Not at all unhelpful 5 9 8 7 9 6 9 8 8 7 8 Base 41 175 237 130 340 247 34 553 518 69 587

Prompted

175

H9 In general, what do you feel are the most important type of messages to be displayed on VMS? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44

% 45-64 % 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Warning of queues ahead 52 55 55 53 56 52 46 55 54 55 54 Most Important 47 51 52 52 53 50 47 52 50 61 51 Second most important 26 29 30 30 29 29 34 29 30 20 29 Third most important 27 21 18 18 18 21 19 19 20 18 19

Warning of delays ahead 52 54 55 53 55 53 51 54 54 56 54 Most Important 40 42 38 38 39 39 49 38 39 41 39 Second most important 40 38 40 45 41 40 35 41 41 38 41 Third most important 20 20 22 17 19 21 16 20 20 22 20

Warnings of accidents ahead 75 72 75 79 75 75 71 75 76 69 75 Most Important 51 48 49 46 46 50 56 47 49 45 48 Second most important 26 27 27 30 28 28 27 28 28 27 28 Third most important 23 25 23 24 25 23 17 25 23 28 24

Information on alternative routes 16 27 23 26 26 23 26 25 24 31 25 Most Important 8 9 5 8 8 7 2 8 8 5 8 Second most important 54 43 48 47 45 48 53 46 45 55 46 Third most important 38 48 47 45 47 45 44 46 47 40 46

Information about weather conditions 24 19 20 22 19 22 22 20 21 16 20

Most Important 15 15 13 12 13 14 8 14 13 18 14 Second most important 43 42 39 34 37 40 37 39 38 44 39 Third most important 43 43 48 54 50 45 55 47 49 38 47

Information about future major events 8 6 5 4 5 6 3 6 6 3 5

Most Important 7 8 5 5 9 4 7 6 13 6 Second most important 43 36 38 32 35 38 50 36 33 75 36 Third most important 50 56 57 64 56 59 50 58 61 13 57

Information about future roadworks 24 23 19 18 21 20 20 20 19 30 20


Expected journey times 13 12 8 5 9 9 8 9 9 11 9 Most Important 14 9 17 25 17 12 8 15 16 8 14 Second most important 19 36 22 33 25 33 31 29 29 27 29

Third most important 67 55 62 42 58 55 62 56 55 65 57

176

Safety messages, driving advice 11 9 12 10 10 11 12 11 11 10 11 Most Important 11 14 18 15 15 16 10 16 16 16 16 Second most important 33 42 26 23 29 32 24 31 31 24 30 Third most important 56 44 56 62 56 52 67 53 53 60 54

Safety messages related to the road conditions 23 20 24 23 20 25 30 22 23 16 23


Other 1 1 1 1 1 1 1 1 1 Most Important 33 20 20 33 21 25 21 Second most important 20 40 22 20 21 8 100 21 Third most important 100 67 60 40 44 80 57 67 57

Base 165 629 716 524 1042 998 173 1867 1798 239 2040 Prompted, multiple response H10 Thinking about the messages you see on VMS in general, how accurate do you find them? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Completely accurate 7 8 7 8 8 7 9 7 7 8 8 Mostly accurate 73 70 64 65 64 70 69 67 66 72 67 About equally accurate and inaccurate 18 17 23 22 22 20 20 21 21 17 21 Mostly inaccurate 2 4 6 4 5 4 2 5 5 3 5 Completely inaccurate 0 0 1 * 1 0 0 * * 0 * Base 124 569 663 437 957 842 136 1663 1604 192 1799

Prompted H11 Thinking about the messages you see on VMS nowadays - compared to 12 months ago, do you think the messages are better, worse or

about the same? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Better 21 21 18 18 22 15 20 19 19 20 19 About the same 2 1 2 1 2 1 1 2 2 1 1 Worse 61 69 72 64 68 69 63 69 69 62 68 Have not seen any variable message signs recently

16 9 8 18 9 14 17 11 11 17 11

Base 135 585 666 479 973 898 155 1716 1659 209 1871 Prompted

177

H12 Do you think VMS should be used for any purposes other than traffic or safety campaign messages? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 7 5 4 3 5 4 4 4 4 5 4 No 73 83 84 88 85 81 79 84 86 66 83 Don't know 21 12 12 9 10 14 17 12 10 29 12 Base 165 629 716 524 1042 998 173 1867 1798 239 2040

H12a For what other purposes do you think VMS should be used for? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Display the time 18 3 10 19 13 7 11 9 17 10 Corporate advertisements 36 16 3 6 10 15 13 10 25 12 Public awareness messages 27 47 57 50 46 51 57 48 51 33 48 Other 18 28 23 19 23 24 29 23 25 17 24 Don't know 6 7 6 8 2 14 5 5 8 6 Base 11 32 30 16 48 41 7 82 77 12 89

Prompted

178

Section I: Traffic officers I1 Thinking about the journey you told us about between bplaces and bplacee , did you see any Highways Agency Traffic Officers or patrol

vehicles? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 18 22 23 11 25 14 14 20 19 23 19 No 82 78 77 89 75 86 86 80 81 77 81 Base 148 591 647 471 965 897 152 1710 1635 224 1862

I2 How important is it to you that there are Highways Agency Traffic Officers? Age Group Gender Mobility Impaired Ethnicity

17-24 % 25-44 % 45-64 % 65 + % Male % Female

% Yes %

No %


TOTAL %

Very important 37 44 43 50 42 48 50 44 45 38 45 Fairly important 49 45 41 35 43 39 36 42 40 48 41 Neither important nor unimportant 11 9 13 13 12 12 11 12 12 11 12 Not very important 2 2 2 2 2 1 1 2 2 2 2 Not at all important 2 1 1 1 1 1 1 1 1 1 Base 131 559 648 459 937 865 150 1652 1594 205 1802

179

I2a Why do you think that Highways Agency Traffic Officers are very important? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Attend accidents 58 58 60 48 57 55 60 56 55 68 56 Clear debris 35 31 27 30 30 29 28 30 30 21 30 Road closures 4 4 2 3 4 3 4 3 3 5 3 Remove damaged vehicles 8 12 10 6 10 8 11 9 8 18 9 Support police 19 28 38 31 36 28 36 32 32 31 32 Free up police time 4 13 16 13 17 10 9 14 14 10 14 Faster response time than police

8 10 12 7 12 8 3 11 10 5 10

Monitor traffic 13 27 23 20 27 18 21 22 22 27 22 Attend breakdowns 46 56 50 37 50 46 44 48 47 60 48 Keep traffic flowing 46 46 48 46 49 44 59 45 47 43 47 General - assess roads 6 13 9 10 10 11 17 10 11 8 11 Comforting / reassuring / feel safer

44 35 26 33 22 40 32 32 31 34 32

Slow traffic down 13 11 15 5 11 11 17 10 11 10 11 Other 2 5 7 7 6 6 3 7 6 8 6

Base 48 245 281 230 392 412 75 729 725 77 804 Unprompted, multiple response

180

I2b Why do you think that Highways Agency Traffic Officers are fairly important/neither important nor unimportant? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Attend accidents 42 47 38 39 41 42 35 42 39 58 41 Clear debris 17 16 16 12 17 14 10 16 16 9 15 Road closures 1 2 2 1 3 1 3 2 2 2 2 Remove damaged vehicles 6 6 5 6 6 5 6 5 6 4 5 Support police 24 33 33 29 31 31 31 31 29 46 31 Free up police time 12 14 11 11 14 9 11 12 12 12 12 Faster response time than police

5 2 5 5 5 3 3 4 4 2 4

Monitor traffic 18 36 30 21 28 30 24 29 26 47 29 Attend breakdowns 31 43 36 28 35 37 34 36 33 56 36 Keep traffic flowing 19 23 24 24 24 22 21 23 24 19 23 General - assess roads 12 9 8 6 8 7 6 8 8 6 8 Comforting / reassuring / feel safer

21 17 13 14 12 19 18 15 16 7 15

Slow traffic down 9 8 10 4 9 7 8 8 8 9 8 Not aware of them / what they do

8 3 3 8 4 5 6 4 5 2 5

Have never seen them 1 1 1 2 1 1 1 1 1 1 1 Job the police should be doing

0 2 7 2 4 3 1 4 3 7 4

They have no authority 0 7 7 3 6 4 1 6 5 4 5 Other 10 7 8 5 8 6 11 7 8 3 7 Base 78 299 351 219 513 439 71 881 830 121 952


181

I2c Why do you think that Highways Agency Traffic Officers are not very important/not at all important? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Not aware of them/what they do

60 13 13 20 16 29 25 19 21 14 20

Have never seen them 0 7 6 20 9 7 0 10 10 0 9 Job the police should be doing

40 53 19 50 38 43 50 38 31 86 39

They have no authority 40 20 25 0 22 14 25 19 15 43 20 Other 0 27 31 20 28 14 25 24 28 0 24 Don’t Know 0 0 13 0 3 7 0 5 5 0 4

Base 5 15 16 10 32 14 4 42 39 7 46 Unprompted, multiple response I3 Have you had any reason to use an Emergency Telephone within the last 2 months when travelling on motorways or trunk roads? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Yes 0 1 * * * * 1 * * 1 * No 100 99 100 100 100 100 99 100 100 99 100 Base 165 629 715 524 1042 997 173 1866 1797 239 2039

182

Section J – Managed Motorways J1 Which of the following measures are you aware of when using motorways … Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %


45 62 69 63 70 56 49 64 63 65 63

Use of variable speed limits to manage traffic flow

71 81 86 75 86 74 70 81 81 79 80

Incident response measures, CCTV 37 50 50 40 55 37 35 48 46 48 46 Incident response measures, VMS 63 73 79 67 79 67 66 74 73 72 73 Traffic lights on slip roads, to manage traffic flow

57 75 79 61 76 66 59 72 72 69 71

Awareness of any other management measures

10 3 1 0 2 2 0 2 2 0 2

Base 162 618 702 501 1025 964 168 1821 1752 234 1989 J3 What would the impacts on your journey of Use of the hard shoulder as an extra lane at busy times? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Improved journey time reliability 7 6 7 5 6 6 6 6 7 2 6 Improved traffic flow 51 54 53 56 56 52 57 54 56 37 54 Less delays 44 34 33 33 34 34 30 34 34 34 34 More delays 0 * 0 1 1 * 0 1 * 1 * Safer journey 7 2 3 5 3 4 2 4 3 5 4 Less safe journeys 14 21 25 15 18 24 18 21 19 30 21 Cost savings to user 1 0 * 0 * * 0 * * 0 * Other 0 1 2 2 1 1 2 1 1 0 1 Don’t know 7 7 8 12 8 9 13 8 9 5 9 Base 73 383 482 314 715 541 83 1173 1104 151 1256 Unprompted, multiple response

183

J3 What would the impacts on your journey of Use of variable speed limits to manage traffic flow? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Improved journey time reliability 3 5 6 5 6 4 6 5 6 4 5 Improved traffic flow 45 50 51 57 53 49 50 52 54 34 52 Less delays 14 14 13 9 13 11 11 13 13 11 12 More delays 10 11 8 9 10 9 9 9 10 8 9 Safer journey 28 31 29 35 30 32 33 31 29 47 31 Less safe journeys 3 5 4 1 4 3 3 4 3 8 4 Cost savings to user 0 * * 0 * * 1 * * 0 * Other 3 2 4 3 4 3 5 3 4 1 3 Don’t know 10 7 11 11 8 11 15 9 10 6 10 Base 115 500 606 374 883 715 117 1481 1411 185 1598 Unprompted, multiple response J3 What would the impacts on your journey of Use of Incident response measures, CCTV? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Improved journey time reliability 0 2 2 1 1 3 0 2 2 1 1 Improved traffic flow 12 10 10 7 9 9 5 10 10 7 9 Less delays 14 12 11 9 12 10 4 12 12 6 11 More delays 0 2 2 2 2 1 2 2 2 0 2 Safer journeys 62 64 61 61 62 62 47 63 61 70 62 Less safe journeys 0 * 0 1 * * 0 * * 1 * Cost savings to user 0 * 0 0 * 0 0 * * 0 * Other 16 11 14 22 12 18 26 14 15 8 15 Don't know 14 17 19 19 18 17 30 17 17 20 18 Base 58 292 332 187 529 341 57 813 762 106 870 Unprompted, multiple response

184

J3 What would the impacts on your journey of Use of Incident response measures, VMS? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Improved journey time reliability 7 7 9 8 8 8 6 8 8 8 8 Improved traffic flow 12 14 17 15 17 13 15 15 16 8 15 Less delays 11 12 11 8 12 9 8 11 11 7 11 More delays 0 3 3 3 3 3 1 3 3 3 3 Safer journeys 60 55 50 49 50 54 50 52 50 67 52 Less safe journeys 0 1 0 0 * * 0 * * 1 * Cost savings to user 0 0 * 1 * * 0 * * 0 * Other 23 25 27 29 26 27 30 27 28 18 27 Don't know 12 9 10 12 11 9 17 10 10 9 10 Base 99 441 539 329 776 635 109 1302 1243 166 1411 Unprompted, multiple response J3 What would the impacts on your journey of Traffic lights on slip roads, to manage traffic flow? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Improved journey time reliability 1 1 2 1 1 2 2 1 2 1 2 Improved traffic flow 40 44 45 49 48 41 39 46 46 35 45 Less delays 8 11 9 12 10 10 6 11 11 7 10 More delays 15 9 10 7 10 9 14 9 9 11 9 Safer journeys 27 27 23 31 24 30 24 27 25 34 26 Less safe journeys 7 6 7 4 6 5 3 6 5 13 6 Cost savings to user 0 0 * 0 0 * 0 * * 0 * Other 2 7 10 7 8 8 11 7 8 8 8 Don't know 15 15 16 20 15 18 20 16 17 13 17 Base 91 455 541 300 766 623 95 1294 1230 158 1389 Unprompted, multiple response

185

J4 What would be the overall impacts of motorway management measures? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Improved journey time reliability 24 23 29 24 26 25 28 25 26 18 25 Improved traffic flow 61 59 64 56 63 57 61 60 63 38 60 Less delays 38 34 37 31 36 33 33 35 35 32 35 More delays 14 17 16 10 16 13 12 15 13 29 15 Safer journeys 59 53 59 59 57 58 64 57 57 56 57 Less safe journeys 5 2 2 2 2 2 1 2 3 1 2 Cost savings to user 7 7 11 5 8 8 8 8 8 6 8 Cheaper that building new roads 15 11 16 9 13 12 11 13 13 12 13 Cheaper than widening roads 11 13 14 10 13 11 10 13 13 8 12 Makes effective use of existing road space Other 21 27 29 23 27 25 27 26 26 24 26 Don't know 2 1 2 2 2 2 2 2 2 3 2 Base 165 629 716 524 1042 998 173 1867 1798 239 2040 Unprompted, multiple response

Section K: Severe Weather Warnings K1 Thinking about the last 12 months, how satisfied or dissatisfied would you say you are with severe weather warnings in relation to travel advice/information on the motorway and trunk road network? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Very satisfied 27 35 30 30 30 32 30 31 31 32 31 Fairly satisfied 45 36 43 36 38 40 49 38 40 32 39 Neither satisfied nor dissatisfied 27 26 24 32 28 26 19 28 26 35 27 Fairly dissatisfied 1 2 3 2 3 1 1 2 2 1 2 Very dissatisfied 0 * 1 0 * 1 0 1 1 0 1 Base 85 402 497 339 717 612 99 1230 1195 133 1329 Prompted

186



17-24

% 25-44

% 45-64

% 65 + %Male

% Female

% Yes %

No %


TOTAL %

Always accurate 13 15 9 13 12 12 11 12 12 13 12 Mostly accurate 68 67 68 70 66 70 74 68 68 73 68 About equally accurate and inaccurate 20 15 19 13 17 16 12 17 17 12 16 Mostly inaccurate 0 3 4 4 5 2 2 4 4 2 4 Always inaccurate 0 0 0 0 0 0 0 0 0 0 0 Base 71 302 397 240 550 463 82 931 927 85 1013 Prompted K3 As a result of travel advice/information relating to severe weather warning(s) have you checked your vehicle for any of

these, before setting off? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + % Male

% Female

% Yes %

No %


TOTAL %

NONE of these 49 42 42 52 43 47 52 44 45 44 45 Lights 34 39 44 38 43 37 35 41 40 39 40 Water 32 41 41 35 40 37 34 39 39 39 39 Anti-freeze 32 41 39 33 36 40 35 38 37 42 38 Oil 31 39 38 35 38 35 30 37 37 38 37 These are always checked on a regularly basis

3 5 5 2 5 3 4 4 4 4 4

Other 4 3 5 5 6 3 2 4 4 7 4 Base 71 302 397 240 550 463 82 931 927 85 1013 Prompted, multiple response

187

K4 As a result of travel advice/information relating to severe weather warnings have you taken any of these items with you? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + % Male %

Female %

Yes %

No %


TOTAL %

NONE of these 25 26 28 33 28 29 43 27 27 38 28 De-icer 54 49 49 38 47 46 34 48 47 49 47 Warm clothes 41 41 44 39 42 41 34 42 42 34 42 Blanket 24 33 37 39 32 40 44 35 37 19 35 Water 28 31 34 26 28 35 28 31 31 33 31 Hot drink 17 25 28 27 26 25 20 26 27 16 26 Food 27 27 29 20 21 31 26 26 26 28 26 Other 7 9 17 18 14 14 12 14 15 1 14 Base 71 302 397 240 550 463 82 931 927 85 1013 Prompted, multiple response Section L – Attitudinal questions L2a How confident / nervous are you as a Driver on motorways? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Very confident 49 67 64 60 77 46 46 64 63 69 63 Fairly confident 33 24 25 28 20 35 30 26 27 19 26 Neither confident nor nervous 3 2 3 3 1 4 5 2 3 2 3 Fairly nervous 14 4 7 5 2 11 15 5 6 9 6 Very nervous 2 2 3 4 4 2 2 2 2 Base 91 569 639 422 959 767 116 1610 1526 197 1726 Prompted L2b How confident / nervous are you as a Passenger on motorways? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Very confident 49 45 39 38 45 38 29 43 40 52 42 Fairly confident 34 36 38 41 38 38 43 37 39 27 38 Neither confident nor nervous 9 8 10 9 10 8 6 9 9 7 9 Fairly nervous 5 8 11 9 6 12 18 8 9 12 9 Very nervous 2 2 3 2 2 3 4 2 3 2 3 Base 164 619 705 494 1002 985 165 1822 1752 232 1987 Prompted 188

L2c How confident / nervous are you as a Driver on trunk roads? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Very confident 46 69 67 64 77 51 55 66 65 67 66 Fairly confident 38 25 28 30 20 38 28 28 29 25 28 Neither confident nor nervous 6 2 1 3 1 3 6 2 2 1 2 Fairly nervous 8 3 2 2 1 5 9 2 3 5 3 Very nervous 2 1 1 1 2 2 1 1 1 Base 120 586 648 438 984 813 125 1672 1591 203 1797 Prompted L2d How confident / nervous are you as a Passenger on trunk roads? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Very confident 48 47 41 43 46 41 38 44 43 49 44 Fairly confident 38 37 41 41 38 41 42 39 40 34 39 Neither confident nor nervous 8 8 8 8 9 7 7 8 8 8 8 Fairly nervous 5 6 7 7 5 8 11 6 7 8 7 Very nervous 1 2 2 2 2 2 2 2 2 1 2 Base 163 617 706 502 1009 984 168 1825 1759 231 1993 Prompted

189

L3 Looking at this list, which, if any, of these actions have you taken in the past 12 months? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Driving in a more fuel efficient manner

17 30 34 34 38 25 27 32 33 19 32

Buying a car with a smaller engine 7 9 10 11 9 11 12 10 10 7 10 Buying a hybrid car 0 * 2 1 1 1 0 1 1 0 1 Using a car less for short trips 20 24 28 26 27 25 19 26 27 20 26 Switching to a car which uses a cleaner energy source

1 1 3 3 3 2 5 2 3 1 2

Using buses, trains, or other public transport (more) instead of driving

19 13 16 26 17 19 10 19 18 17 18

Car sharing (more) instead of going in an individual car

10 10 7 4 7 8 5 8 8 8 8

Joining a car club 0 * * 1 * * 1 * * 0 * Cycling (more) instead of going by car

6 7 7 2 7 4 3 6 6 3 6

Looking for information about cleaner vehicles

1 2 2 1 2 1 1 2 2 2 2

Giving up one (or more) of the household cars

1 3 4 3 4 3 8 3 3 3 3

None of these 56 46 39 39 39 46 46 42 41 55 42 Base 165 629 716 524 1042 998 173 1867 1798 239 2040 Prompted, multiple response

190

L4 Looking at this list, which, if any, of the following driving techniques would you say you have adopted? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Regularly checking my tyre pressure 37 57 60 56 64 47 49 57 56 62 57 Not accelerating too hard / going easy on the accelerator

30 38 49 51 49 40 40 45 46 36 45

Using air conditioning only when I really need it

12 23 23 26 23 23 26 23 24 14 23

Removing unused roof racks 1 4 4 6 6 2 6 4 4 3 4 Switching off my engine when stuck in a traffic jam

10 16 23 24 23 17 22 20 21 15 20

Checking revs / changing gear between 2000rpm* and 2500rpm

14 15 18 20 22 12 19 17 18 11 17

Changing my speed to save fuel 21 28 37 33 35 29 29 32 33 24 32 Reading the road to avoid unnecessary acceleration and braking

27 39 46 46 49 34 40 43 43 40 42

Planning my journey to avoid congestion/road works/getting lost

12 22 28 28 29 21 19 25 26 18 25

Driving off from cold / Not warming up the car before driving off

12 14 17 22 17 17 22 17 18 13 17

None - I've not adopted any of them 38 20 17 20 18 24 31 20 20 22 21 Base 131 591 654 446 994 833 129 1698 1617 207 1827 Prompted, multiple response L5 How satisfied or dissatisfied are you with the Highway Agency’s overall performance in the last 12 months? Age Group Gender Mobility Impaired Ethnicity

17-24

% 25-44

% 45-64

% 65 + %

Male %

Female %

Yes %

No %


TOTAL %

Very satisfied 38 41 38 40 40 39 33 40 39 40 39 Fairly satisfied 50 46 47 45 47 45 49 46 47 39 46 Neither satisfied nor dissatisfied 12 11 12 14 11 14 15 12 12 17 12 Fairly dissatisfied 1 2 2 1 1 2 1 2 1 4 2 Very dissatisfied 0 * 1 1 1 * 1 * 1 * * Base 135 571 673 466 963 887 143 1707 1643 204 1850 Prompted

191

Appendix D Regional Comparison Tables Notes: Region is region of residence, not region travelled through on last trip. Sampling procedures changed mid year, hence M25 sample size is relatively low, and Midlands relatively high Confidence intervals (CI) are used with random probability surveys to denote significant differences. NRUSS is conducted to quota, so theoretically CI levels are not appropriate, however, in the following tables, where the column percentage for a region differs at the 95% confidence interval from all other regions, the cells are highlighted.



Section A: Awareness of the Highways Agency A1 Had you heard of the Highways Agency before this interview?

North West

% Midlands

% East

%

South West

%

Yorkshire & North East

% South East

% M25 %

2012-13 %

Yes 82 84 75 83 84 87 81 82 No 18 16 25 18 16 13 19 18 Base 288 429 292 320 290 245 140 2004

A2 Where have you seen or heard anything about the Highways Agency?

North West

% Midlands

% East

%

South West

%


% South East

% M25 %

2012-13 %

Road sign 19 30 30 27 48 28 5 28 Newspaper / magazine 6 16 24 17 17 18 0 15 Radio 1 16 14 9 16 13 1 11 TV 15 25 33 25 34 25 4 24 Leaflets 0 6 7 3 7 8 0 5 Internet * 11 13 2 11 13 1 8 Highways Agency vehicles 62 61 51 64 52 66 92 62 Place of work 2 9 13 12 9 14 25 11 Contact with them 3 3 5 7 3 2 1 4 Word of mouth 10 18 17 9 11 14 3 13 Local council 1 12 20 10 10 15 21 12 Other 2 1 2 * 1 6 1 2 Don't know 18 10 6 5 2 4 2 7 Base 237 361 218 264 244 214 114 1652


192

A3 What do you think the Highways Agency is responsible for?

North West Midlands East

South West

Yorkshire & North

East South East M25 2012-13

% % % % % % % %

Improve trunk roads 1 12 7 22 2 9 44 12 Improve motorways 6 16 6 22 7 10 44 14 Improve all roads (general) 4 12 18 25 11 18 12 14 Maintain motorways 41 55 20 50 39 32 35 41 Maintain trunk roads 1 44 19 47 21 29 34 29 General road maintenance 47 33 69 33 46 52 34 44 Traffic Officers 5 13 10 5 3 6 5 7 Information about traffic conditions 1 4 1 5 2 4 0 3 Road signs 3 18 20 13 20 6 7 13 Improve road safety 5 13 14 12 9 15 2 11 Building new roads 3 6 7 9 6 3 1 6 Planning new roads 1 7 8 7 7 1 1 5 Traffic management 4 12 14 3 6 12 3 8 Traffic census 0 4 3 * 3 0 0 2 Highways Agency Information Line (HAIL) 0 0 0 0 1 * 0 * Cones hotline * * 0 2 1 * 1 1 Run the roads / Operate network 10 10 10 7 5 21 0 9 Other 3 1 19 2 8 11 4 6 Don't know 5 5 3 6 4 2 4 4 Base 237 361 218 264 244 214 114 1652

Unprompted, multiple response A4 Are you aware that there are Highways Agency Traffic Officers?

North West Midlands East South West Yorkshire & North East South East M25 2012-13

% % % % % % % %

Yes 55 75 58 61 73 87 79 69 No 45 25 42 39 27 13 21 31 Base 279 431 270 311 288 242 139 1960

Prompted

193

A5 What do you think Highways Agency Traffic Officers do?


% % % % % % % %

Attend accidents 45 40 42 45 28 40 52 41 Clear debris 18 14 10 7 9 17 6 12 Road closures 1 9 7 3 6 4 0 5 Remove damaged vehicles 1 5 2 6 0 5 13 4 Support police 18 26 21 47 16 20 59 28 Patrols 27 22 17 13 12 14 20 18 Monitor traffic 26 34 22 43 26 46 72 37 Attend breakdowns 46 37 25 31 17 35 44 33 Keep traffic flowing 12 33 38 30 19 22 6 25 General - assess roads 1 20 29 10 29 19 1 17 General - maintenance of roads 8 8 11 19 20 22 2 13 Other 5 3 17 3 7 12 3 7 Don't know 11 10 14 5 10 8 6 9

Base 154 325 156 189 209 210 110 1353 Unprompted, multiple response Section B: Travel on Motorways and Trunk Roads B1 Do you hold a full or provisional driving licence?


% % % % % % % %

Yes - full licence 88 87 89 85 80 88 90 86 Yes - provisional licence * 3 5 3 5 5 3 3 No 12 10 7 12 16 7 8 10 Base 290 433 304 327 294 246 146 2040

194

B2 How many miles would you say you drove in the last 12 months?


South West

Yorkshire & North


% % % % % % % %

Less than 5,000 6 20 31 21 22 20 29 21 5,000 to 9,999 38 33 31 28 28 34 33 32 10,000 to 14,999 29 21 15 22 18 20 20 21 15,000 to 19,999 7 4 6 3 6 5 5 5 20,000 to 29,999 4 4 3 8 3 4 1 4 30,000 or more 2 4 4 4 3 3 2 4 None 15 13 10 14 20 13 10 14 Base 287 429 298 320 293 238 146 2011

B3a Have you travelled on the motorway or trunk road network in the last 12 months as........?


South West

Yorkshire & North


% % % % % % % %

A driver of a car 83 82 87 83 74 85 84 83 A driver of a van 5 7 9 9 4 7 11 7 A passenger in a car 74 55 71 61 55 70 35 61 A passenger in a van 3 4 4 7 1 9 4 As a driver of a goods vehicle bus or coach 2 3 2 4 2 4 1 3 As a passenger in a bus or coach* 13 8 19 6 16 17 2 12 Motorcyclist 3 2 5 2 1 3 1 3 Other 1 2 1 1 2 1 Base 290 433 304 327 294 246 146 2040

Prompted

195



South West

Yorkshire & North


% % % % % % % %

Once a week or More 49 41 47 58 47 60 41 49

Less than once a week 33 41 40 25 28 25 42 33 As a driver of a car

Never 18 18 13 17 26 15 16 18


Less than once a week 3 3 4 1 1 3 1 2 As a driver of a

van Never 95 93 91 91 96 93 89 93


Less than once a week 68 42 53 38 36 52 21 46 As a passenger

in a car Never 26 45 29 39 45 30 65 39

Once a week or More 1 1 1 3 * 1 0 1

Less than once a week 2 3 3 4 * 8 0 3 As a passenger

in a van Never 97 96 96 93 99 91 100 96


Less than once a week 1 1 1 2 1 2 1 1

As a driver of a

goods vehicle,

bus or coach Never 98 97 98 97 98 96 99 97

Once a week or More 1 * 1 2 4 2 0 1

Less than once a week 12 7 18 5 12 16 2 11 As a passenger in a bus or coach

Never 87 92 81 94 84 83 98 88

Once a week or More * 1 1 1 1 * 1 1

Less than once a week 3 1 4 1 * 3 0 2 As a motorcyclist

Never 97 98 95 98 99 97 99 97 Base 290 433 304 327 294 246 146 2040

Prompted

196

B4a How frequently have you travelled on MOTORWAYS in England in the last 12 months?


South West

Yorkshire & North


% % % % % % % %

5 or more days a week 18 5 6 9 8 11 9 9 2-4 days a week 20 14 10 12 13 19 29 15 Once a week 8 11 9 11 16 17 14 12 Less than once a week but more than once a month 31 20 13 20 15 15 18 19 Once a month 9 20 12 13 15 16 12 15 Less than once a month 13 29 40 32 32 19 17 27 Have not travelled on a Motorway * * 11 2 1 3 1 3 Base 290 433 304 327 294 246 146 2040

Prompted B4b How frequently have you travelled on TRUNK ROADS in England in the last 12 months?


South West

Yorkshire & North


% % % % % % % %

5 or more days a week 3 14 11 17 19 21 5 13 2-4 days a week 5 22 22 19 22 22 14 19 Once a week 5 13 19 12 19 17 15 14 Less than once a week but more than once a month 18 20 20 28 16 16 19 20 Once a month 9 12 8 9 7 9 9 9 Less than once a month 47 17 19 15 15 14 35 22 Have not travelled on a Trunk Road 13 1 * 1 1 1 3 3 Base 290 433 304 327 294 246 146 2040

Prompted B5 In your opinion do you live close to a Highways Agency Motorway or Trunk Road?


% % % % % % % %

Yes 91 89 90 72 93 94 99 89 No 9 11 10 28 7 6 1 11 Base 286 431 303 325 288 246 144 2023

197

B7 Which of the following best describes your current working status?


South West

Yorkshire & North


% % % % % % % %

In full-time employment 50 40 36 41 36 48 53 42 In part-time employment 9 13 13 11 12 13 10 12 Unemployed and looking for work 3 2 4 2 5 1 3 3 Unemployed but not looking for work 1 1 1 1 0 2 1 1 Looking after home/family 4 6 6 4 6 5 12 6 Long term sick or disabled 1 2 2 3 6 2 0 2 Retired 29 33 36 34 33 25 16 31 Student 3 2 3 4 3 4 5 3 Base 290 433 304 327 294 246 146 2040

Prompted B8a How frequently do you use MOTORWAYS for your regular trip (commute*) to or from work?


South West

Yorkshire & North


% % % % % % % %

5 or more days a week 26 5 7 11 13 15 15 13 2-4 days a week 8 9 5 11 9 9 13 9 Once a week 1 1 2 1 4 3 0 1 Less than once a week but more than once a month 0 2 1 3 3 3 0 2 Once a month 1 * 1 2 3 1 0 1 Less than once a month 1 * 1 3 1 5 0 2 Never 65 82 84 70 67 63 72 72 Base 172 226 149 168 138 149 92 1094

Prompted

198

B8b How frequently do you use TRUNK ROADS for your regular trip (commute*) to or from work?


South West

Yorkshire & North


% % % % % % % %

5 or more days a week 5 14 11 20 27 21 7 15 2-4 days a week 1 11 9 11 15 13 4 9 Once a week 0 1 1 1 1 3 1 1 Less than once a week but more than once a month 2 1 1 6 2 2 0 2 Once a month 1 * 1 1 0 1 0 1 Less than once a month 2 1 1 2 3 2 1 2 Never 89 71 75 61 53 57 87 70 Base 171 227 149 168 139 149 92 1095

Prompted B9 Do you ever drive as part of your job or for business purposes?


% % % % % % % %

Yes 32 38 41 46 44 48 37 41 No 68 62 59 54 56 52 63 59 Base 172 227 149 168 140 149 92 1097 B10 How frequently do you use MOTORWAYS or TRUNK ROADS for trips made in connection with work (excluding your trip to or from

work), e.g. business trips?


South West

Yorkshire & North


% % % % % % % %

5 or more days a week 22 23 25 36 28 24 12 25 2-4 days a week 53 28 33 41 16 32 62 36 Once a week 13 13 7 4 16 6 12 10 Less than once a week but more than once a month 7 11 11 12 10 13 3 10 Once a month 4 13 7 1 8 7 3 7 Less than once a month 2 13 13 5 18 17 6 11 Never 5 1 3 1 3 2 Base 55 87 61 76 61 71 34 445 Prompted 199

B11 How frequently do you use MOTORWAYS or TRUNK ROADS for all journeys EXCEPT for work or business? (e.g. leisure trips, visiting friends/relatives, shopping etc)


South West

Yorkshire & North


% % % % % % % %

5 or more days a week 2 5 2 4 9 4 2 4 2-4 days a week 11 17 24 24 20 27 15 20 Once a week 20 19 25 23 26 26 29 23 Less than once a week but more than once a month 38 22 24 27 17 24 23 25 Once a month 13 18 7 7 9 7 11 11 Less than once a month 11 18 18 9 17 10 18 14 Never 3 2 1 6 3 2 1 3 Base 289 433 304 323 294 245 146 2034 Prompted Section C: Most Recent Journey C2 Did this journey....?


% % % % % % % %

Start from your home 54 50 52 52 50 45 44 50 End at your home 45 48 46 45 50 54 49 48 Neither 1 3 1 3 * 1 7 2 Base 290 433 304 327 294 246 146 2040 Prompted

200

C3 When was this journey....?


% % % % % % % %

Within the last week 59 52 61 57 57 57 65 57 Within the last fortnight 18 18 16 13 13 17 16 16 Within the last month 17 16 11 14 15 12 7 14 Within the last 3 months 5 9 9 12 9 9 7 9 Within the last 6 months 1 4 1 2 2 4 4 3 Within the last 12 months 1 2 2 2 4 1 1 2 Base 290 433 304 327 294 246 146 2040 Prompted C4 What day of the week was this journey....?


% % % % % % % %

Monday 10 11 12 11 13 11 13 11 Tuesday 9 10 8 10 11 11 14 10 Wednesday 13 10 15 16 13 13 22 14 Thursday 11 12 14 12 9 12 14 12 Friday 12 16 16 16 11 11 5 13 Saturday 19 16 19 18 18 18 14 17 Sunday 19 15 12 11 15 19 12 15 Weekday (unspecified) 5 7 5 4 8 4 4 5 Weekend (unspecified) 1 3 1 1 2 1 1 1 Base 290 433 304 327 294 246 146 2040 Prompted

201

C6a Which of these areas have you travelled in using MOTORWAYS in the last 12 months?


% % % % % % % %

North West 91 6 2 * 5 1 1 16 Midlands 5 56 5 7 5 3 8 16 East 1 11 39 2 3 9 28 12 South West * 7 1 44 1 9 4 10 Yorkshire & North East 4 8 1 * 67 * 1 12 South East 0 4 11 10 2 62 65 17 M25 * 3 13 5 1 19 47 9 Base 290 433 304 327 294 246 146 2040 Prompted, multiple response C6b Which of these areas have you travelled in using TRUNK ROADS in the last 12 months?


% % % % % % % %

North West 12 1 * 0 1 0 0 2 Midlands 3 58 4 2 4 2 3 15 East 1 6 76 1 1 1 5 13 South West 0 3 1 55 1 8 3 11 Yorkshire & North East 1 3 2 0 62 * 1 10 South East 0 3 5 13 1 66 40 14 M25 n/a n/a n/a n/a n/a n/a n/a n/a

Base 290 433 304 327 294 246 146 2040 Prompted, multiple response

202

C7 Did you use any of the following to plan your route before you set off?


% % % % % % % %

Website 1 2 1 2 1 6 0 2 Satnav or in-car navigation system 14 15 10 9 12 16 10 12 Map/Atlas (not from website) * 4 2 3 2 3 1 2 Mobile phone with 3G or WAP 0 * 1 0 1 2 0 1 iPhone 0 * * * 1 2 0 1 Blackberry or iPAQ 0 0 0 0 0 0 1 * None 84 80 86 87 84 75 90 83 Don’t Know/Can’t remember 1 * 1 * 0 1 0 * Base 290 433 304 327 294 246 146 2040 Prompted, multiple response C9 What was the main purpose of this trip?


% % % % % % % %

Regular trip to/from Work 18 6 7 8 7 8 13 9 Employer’s Business – travelling in connection with work

11 9 6 13 7 9 14 10

Education 1 1 3 1 1 3 1 Holiday 6 9 7 10 6 5 5 7 Visiting Friends or Relations 20 30 30 26 22 30 35 27 Shopping 13 16 17 17 23 12 10 16 Leisure or Entertainment 23 17 20 15 21 22 12 19 Personal Business 6 8 10 7 9 8 4 8 Other 3 4 4 2 3 5 4 4 Base 290 433 304 327 294 246 146 2040 Prompted

C10 Still thinking about this journey, at the outset were you travelling?


% % % % % % % %

On your own 35 26 34 32 30 33 31 31 With other people 65 74 66 68 70 67 69 69 Base 290 433 304 326 294 246 146 2039

203

Prompted

C10a In which age groups were the other people travelling with you?


% % % % % % % %

0 – 5 years 15 13 13 9 7 13 12 12 6 – 17 years 26 14 16 15 17 15 15 17 18 – 64 years 68 75 71 75 75 75 82 74 65 or over 31 26 30 32 24 22 17 27 Base 188 322 201 223 205 166 101 1406 Prompted, multiple response C11 Were you the driver, a passenger or did you share the driving?


% % % % % % % %

The driver 71 67 71 69 68 71 68 69 A passenger 29 30 27 28 31 26 25 28 Both (Shared) 1 3 2 3 1 3 7 3 Base 290 433 304 327 294 246 146 2040 C12 What type of vehicle were you travelling in ?


% % % % % % % %

Car 92 91 90 91 89 95 87 91 Van 2 5 3 6 4 3 9 4 Motorcycle 1 * 2 * * * 1 1 Bus or Coach 4 2 3 2 5 1 2 3 Taxi 1 * 1 0 0 0 1 * Lorry/HGV 0 1 1 1 1 0 0 1 Other 0 1 1 * 1 * 0 * Base 290 433 304 327 294 246 146 2040 Prompted

204

C13 Who does the vehicle belong to?


% % % % % % % %

Your own vehicle 65 68 72 66 66 70 72 68 A company vehicle 10 5 3 8 4 2 9 6 Another member of the family’s vehicle 7 14 11 18 12 18 8 13 Someone else’s vehicle, not in household

13 10 10 6 12 8 8 10

Public bus, or coach 4 2 3 2 5 1 1 3 Other 0 * 1 1 0 1 2 1 Base 289 433 304 327 294 246 146 2039 Prompted C14 On a scale of 1 to 10, where 1 is an extremely poor journey, and 10 is an extremely good journey, how would you rate your journey, first

of all for the section that was on local roads?


% % % % % % % %

1 0 1 1 * * * 0 * 2 2 * 2 2 1 0 1 1 3 2 3 4 3 3 2 1 3 4 3 5 4 8 6 3 1 5 5 10 7 12 13 10 9 10 10 6 11 12 11 16 12 11 15 12 7 29 20 21 17 19 16 18 20 8 32 32 28 22 23 27 26 27 9 5 17 11 8 10 17 7 11 10 6 3 8 11 16 14 23 10 Base 290 433 304 325 294 245 146 2037 Mean Rating 7.01 7.13 7.01 6.79 7.23 7.54 7.65 7.14

205

C15 How would you rate your journey, for the section that was on motorways?


% % % % % % % %

1 1 0 0 2 0 0 0 * 2 1 1 1 0 2 1 0 1 3 0 1 0 2 1 1 3 1 4 1 2 2 2 2 2 0 1 5 2 3 2 2 4 4 4 3 6 5 7 4 10 7 9 8 7 7 15 13 13 10 14 15 12 13 8 47 35 33 33 30 33 32 36 9 19 29 25 28 20 21 20 23 10 9 9 20 11 22 15 20 14 Base 266 281 131 183 197 172 132 1362 Mean Rating 7.93 7.90 8.24 7.89 8.09 7.88 8.06 7.98 C16 How would you rate your journey, for the section that was on trunk roads?


% % % % % % % %

1 0 0 1 * 0 1 0 * 2 0 0 1 * 0 2 0 * 3 0 * 1 * 1 1 1 1 4 0 2 2 2 2 2 0 2 5 0 5 6 5 6 6 0 5 6 6 5 6 7 10 11 6 7 7 27 18 16 14 14 14 15 16 8 48 42 32 41 30 32 38 37 9 10 20 20 24 18 20 21 20 10 8 7 15 5 19 12 18 12 Base 48 277 244 207 187 169 71 1203 Mean Rating 7.88 7.79 7.84 7.72 7.94 7.63 8.24 7.82

206

C17 Thinking about your journey, how often to you make this trip?


% % % % % % % %

5 or more days a week 15 6 4 6 7 7 8 7 2-4 days a week 7 7 9 11 10 11 12 9 Once a week 8 8 12 11 10 11 19 10 Less than once a week but more than once a month

10 12 13 14 10 11 10 11

Once a month 19 17 14 12 11 12 16 15 Less than once a month, but more than once a year

25 30 29 29 32 27 16 28

Once a year 4 6 4 6 9 9 9 6 Less than once a year 3 6 5 5 3 2 3 4 First time I’ve made this trip 9 8 10 6 10 8 9 9

Base 290 433 300 324 294 244 146 2031 Prompted C18 Thinking about your last journey, would you say it was better, worse or about the same as other times you have made the journey?


% % % % % % % %

Better 13 18 18 16 24 23 31 19 About the same 78 75 74 72 69 66 60 72 Worse 9 8 7 13 8 11 9 9 Base 258 393 257 299 263 216 131 1817

207

ASK ALL Section D: Most Recent Journey

D1 At what time did you begin your journey?


% % % % % % % %

Weekday 07:00-09:30 20 15 14 15 12 8 12 14 Weekday 09:31-15:59 31 33 37 38 34 35 36 35 Weekday 16:00-18:30 7 8 9 11 9 11 14 9 Weekday 18:31-23:59 2 5 5 2 4 5 4 4 Weekday 00:00-06:59 1 6 3 4 5 4 5 4 Weekend 07:00-09:30 6 6 4 7 6 5 4 5 Weekend 09:31-15:59 21 20 17 15 17 20 12 18 Weekend 16:00-18:30 5 5 7 5 8 9 8 6 Weekend 18:31-23:59 5 3 2 2 3 3 3 3 Weekend 00:00-06:59 2 1 2 2 2 1 1 Base 288 431 301 322 293 244 146 2025

D3 Did you check the travel conditions before you set off on your journey


% % % % % % % %

Yes 3 7 7 9 6 8 16 7 No 97 92 90 87 94 91 78 91 Don’t know/can’t remember 1 1 2 3 1 6 2 Base 290 433 304 327 294 246 146 2040

D3a Which of the following did you use to check the travel conditions before you set off on your journey?


% % % % % % % %

Website 50 35 45 27 12 35 13 30 Satnav or in-car navigation system 13 10 5 27 0 35 70 24 Mobile phone with 3G or WAP 0 3 5 7 6 10 0 5 iPhone 0 6 5 3 6 10 4 5 Radio 38 23 27 23 65 30 9 28 TV 13 19 23 17 24 15 4 17 Other 0 6 5 3 6 0 0 3 Base 8 31 22 30 17 20 23 151 Prompted, multiple response

208

D4 Did you allow extra time in case of delays on that journey?


% % % % % % % %

Yes 20 16 14 18 18 15 10 16 No 80 84 84 79 82 85 86 82 Base 290 433 304 327 294 245 146 2039 D6 How important was it to you that you arrived at the time you expected?


% % % % % % % %

Extremely Important 8 6 9 17 4 6 18 9 Very Important 17 10 10 11 7 9 7 10 Fairly Important 32 15 13 18 20 21 11 19 Not at all important 43 69 69 54 70 64 64 62 Base 289 433 304 327 294 246 146 2039 Prompted D6a Why was it extremely/very important you arrived on time?


% % % % % % % % Meeting friends / family - important to be there at set time

3 15 9 11 13 11 8 10

On way to work 53 18 15 11 19 19 17 22 On work business 8 18 9 22 16 3 36 16 Appointment 13 32 31 36 32 35 25 29 Leisure trip with start time (e.g. football match, theatre)

4 10 9 13 10 3 14 9

Like to be on time / Don't like being late 0 0 2 6 0 5 0 2 Picking up / dropping off children (e.g. school, family members)

0 5 13 3 3 5 6 5

Meal time / restaurant booked 0 0 0 2 0 3 0 1 Other 11 10 18 8 10 22 6 11 Flight or ferry to catch / going to airport 10 8 4 2 0 8 8 6

Base 72 73 55 90 31 37 36 394 D6b Why was it fairly important you arrived on time?

209


% % % % % % % % Meeting friends / family - important to be there at set time

45 30 16 29 10 21 31 28

On way to work 8 8 8 7 9 6 13 8 On work business 10 10 3 17 16 6 19 11 Appointment 3 13 11 12 12 10 38 11 Leisure trip with start time (e.g. football match, theatre)

10 17 11 7 12 10 0 11

Like to be on time / Don't like being late 0 8 0 8 7 8 6 5 Picking up / dropping off children (e.g. school, family members)

0 5 3 0 5 6 0 3

Meal time / restaurant booked 12 0 13 3 2 15 6 7 Homeward journey arrival time not important 2 3 3 7 2 2 0 3 No rush / hurry 0 3 0 3 5 4 0 2 Didn't have to arrive at a set time 0 8 11 7 9 2 0 5 Meeting friends / family - not as important to be there at set time

1 3 0 8 3 4 6 3

Leisure / shopping trip 8 10 11 5 7 4 0 7 No other plans 0 0 3 2 2 0 0 1 No appointment 0 0 3 0 0 0 0 * Other 21 13 24 2 12 15 0 14 Base 92 63 37 59 58 52 16 377 D6c Why was it not at all important you arrived on time?


% % % % % % % %

Homeward journey arrival time not important 38 42 37 40 36 27 62 39 No rush / hurry 35 21 50 35 50 16 19 33 Didn't have to arrive at a set time 7 18 19 16 12 34 19 18 Meeting friends / family - not as important to be there at set time

8 19 11 11 7 9 14 12

Leisure / shopping trip 27 23 20 12 22 17 12 20 No other plans 2 3 6 4 5 17 4 5 No appointment 1 3 3 0 4 1 0 2

Base 125 297 211 178 205 157 94 1267 D7 Did you/the driver stop to pick up or drop off passengers on this journey?

210


% % % % % % % %

Yes 13 10 9 10 9 11 12 10 No 87 90 91 90 91 89 88 90 Base 290 433 304 326 294 246 146 2039 D8 Did you stop to take a break at all on this journey? (This does not include picking up/dropping off passengers, unless a break was taken

at the same time)


% % % % % % % %

Yes 5 18 17 12 15 17 13 14 No 95 82 83 88 85 83 87 86 Base 290 433 304 327 294 246 146 2040 D9 Did you use any of the following to check the travel conditions during your journey, for example by listening to the radio for traffic

updates, reading electronic variable message signs to receiving traffic updates via Sat Nav?


% % % % % % % %

Traffic updates on the radio 10 24 15 25 18 25 30 21 Variable message signs (electronic road signs)

1 15 8 4 * 9 2 6

Satnav or in-car navigation system 5 5 3 6 2 6 14 5 Mobile phone with 3G or WAP 0 * * 0 1 1 1 * iPhone 0 1 1 1 * 1 1 1 BlackBerry or iPAQ 0 0 * * 0 * 0 * Other 0 * 0 * 0 0 0 * None 87 65 80 69 78 65 61 72 Base 290 433 304 327 294 246 146 2040 Prompted, multiple response

211

D10 Thinking about this journey, did you experience any delays resulting from the following?


% % % % % % % %

Roadworks 6 12 6 14 9 13 5 10 Accidents 1 2 1 2 2 4 1 2 Breakdown – other vehicle 0 1 * * 2 3 0 1 Breakdown – own vehicle 0 * 0 0 0 * 0 * Volume of traffic/congestion 21 17 12 20 19 20 32 19 Bad weather 3 3 2 6 3 3 3 3 Road closure 0 * 1 * 1 2 0 1 Diversions * * 0 * * 2 0 * Slow vehicle (e.g. wide loads, tractors etc) not slow drivers)

0 * 1 2 4 3 1 2

Other 1 1 1 1 2 2 1 1 Base 290 433 304 327 294 246 146 2040 Prompted, multiple response D10 RECODED Thinking about this journey, did you experience any delays?


% % % % % % % %

Not delayed 70 74 80 64 68 62 62 70 Delayed on local road 9 4 6 5 7 7 8 6 Delayed on Agency road 21 22 15 31 25 31 30 24 Base 290 433 303 326 292 242 146 2032

212

D13 What was the impact of this delay to you?


% % % % % % % %

None / no impact 36 27 43 20 27 36 41 31 Didn’t matter / didn’t bother me 21 55 33 37 31 29 27 35 Arrived late – general 1 15 7 13 15 9 0 10 Arrived late for work 1 2 0 0 1 1 0 1 Stressed 2 4 3 11 12 7 4 7 Frustration 26 13 13 9 17 10 4 13 Annoyed 5 13 7 5 14 11 7 9 Inconvenient 10 11 11 21 17 9 32 15 Other 8 0 2 2 1 12 4 4 Don’t know 1 1 0 3 0 0 0 1 Base 87 114 61 117 94 91 56 620 Unprompted, multiple response

D14 Had you been alerted to (warned of) possible delays?


% % % % % % % %

Yes 13 12 7 15 12 13 15 12 No 86 85 92 80 86 86 82 85 Don’t know 1 3 1 4 2 1 3 2 Base 290 433 304 327 294 246 146 2040

D14a How had you been alerted to (warned of) possible delays?


% % % % % % % %

Signs (general) 11 4 14 12 26 18 0 12 Overhead signs 8 12 5 24 29 18 73 22 Variable Message Signs 11 18 10 32 18 9 27 18 Radio 5 14 5 12 24 27 5 14 Previous Journey 74 49 67 36 24 21 0 40 Internet 0 2 0 4 3 3 0 2 Sat Nat or in-car navigation system 3 8 5 4 0 3 0 4 Other 0 8 10 8 6 21 9 8 Don’t Know 0 0 0 4 0 0 0 1

Base 38 51 21 50 34 33 22 249

213


D15 How satisfied or dissatisfied would you say you were with the journey time between bplaces and bplacee for the section of the journey that was on motorways?


% % % % % % % %

Very Satisfied 71 64 71 55 65 61 70 65 Fairly satisfied 20 28 23 24 23 25 15 23 Neither satisfied nor dissatisfied 5 3 4 8 6 5 5 5 Fairly dissatisfied 3 4 2 10 5 7 9 5 Very dissatisfied 2 2 1 3 2 2 1 2 Base 265 280 130 182 196 172 132 1357

D15 How satisfied or dissatisfied would you say you were with the journey time between bplaces and bplacee for the section of the journey that was on trunk roads?


% % % % % % % %

Very Satisfied 67 59 66 52 58 52 68 59 Fairly satisfied 33 35 28 31 31 31 23 31 Neither satisfied nor dissatisfied 0 3 3 10 5 12 3 6 Fairly dissatisfied 0 2 3 6 4 2 6 3 Very dissatisfied 0 * 0 1 2 2 1 1 Base 48 275 241 206 188 164 71 1193

214

Section E: Roadworks

E1 Had your journey been planned to avoid roadworks?


% % % % % % % %

Yes 0 * 1 1 1 3 1 1 No 100 100 99 99 99 97 99 99 Base 282 430 295 319 282 240 137 1985 E2 Did you pass any roadworks?


% % % % % % % %

Yes 24 23 18 37 24 24 24 25 No 76 77 82 63 76 76 76 75 Base 224 423 286 281 284 233 126 1857 E4 Did you know about these roadworks in advance of your trip?


% % % % % % % %

Yes 43 66 54 64 47 53 63 58 No 57 34 46 36 53 48 38 42 Base 21 71 28 77 30 40 24 291

215

E5 How had you first found out about these roadworks?


% % % % % % % % Drove through them (i.e. did not know about then until encountered)

89 62 60 84 64 57 100 72

Road sign 11 19 33 2 7 5 0 11 Radio 0 2 0 2 7 0 0 2 Leaflets 0 0 0 0 7 0 0 1 Internet 0 4 0 2 0 10 0 3 Word of mouth 0 9 7 8 7 19 0 8 Other specific answer not in code frame

0 4 0 2 7 10 0 4

Base 9 47 15 49 14 21 15 170 Unprompted, multiple response E6 Were there any of the following at the roadworks?

Col1 North West Midlands East South West Yorkshire & North East South East M25

% % % % % % % %

Closed lanes 48 38 34 28 35 35 12 33 Narrowed lanes 5 52 38 46 35 43 24 40 Speed restrictions 52 77 69 80 65 70 72 73 Contraflow lanes (e.g. the reversal of lanes which are normally set up for travel in one direction)

10 14 17 9 10 10 0 10

None of these 10 8 3 6 13 13 20 9 Don’t know 0 1 7 1 0 3 0 2

Base 21 71 29 79 31 40 25 296 Prompted, multiple response E7 Did you see any work being carried out at the roadworks?


% % % % % % % %

Yes 48 46 41 39 32 35 28 40 No 52 51 52 54 68 55 64 55 Don’t know 0 3 7 6 0 10 8 5 Base 21 71 29 79 31 40 25 296

216

E8 Did you expect to see work being carried out at the roadworks?


% % % % % % % %

Yes 55 44 33 35 48 45 19 40 No 36 50 53 60 43 55 69 54 Don’t know 9 6 13 5 10 0 13 7

Base 11 36 15 43 21 22 16 164 E9a Why did you expect to see work being carried out at the roadworks?


South West


South East M25 2012-13

% % % % % % % % If there are speed restrictions I expect work to be taking place

50 44 60 47 40 60 67 49

Because of the time of day I was travelling 33 25 40 40 30 20 33 31 Because of the day of the week I was travelling

17 13 40 33 0 20 0 18

If lanes are closed then I expect work to be taking place

33 38 40 60 50 30 0 42

Other 0 0 0 7 20 10 0 6 Don’t know 0 6 0 0 0 0 0 2

Base 6 16 5 15 10 10 3 65 Unprompted, multiple response E9b Why did you not expect to see work being carried out at the roadworks?


South West


South East M25 2012-13

% % % % % % % % Because of the time of day I was travelling 50 39 38 31 56 50 64 43 Because of the day of the week I was travelling

0 44 63 42 22 58 36 42

Sign explained why no work going on 0 0 0 23 0 0 0 7 I never see anybody carrying out work at the roadworks so don’t expect to see any work taking place

25 6 13 19 11 0 0 10

Don’t know 0 6 0 0 0 0 0 1 Other 25 22 25 15 11 0 18 16 Base 4 18 8 26 9 12 11 88 Unprompted, multiple response

217

E10 Was there a sign explaining why there were roadworks?


% % % % % % % %

Yes 48 37 31 29 28 43 8 32 No 24 30 17 18 38 28 20 25 Don’t know 29 34 52 53 34 30 72 43 Base 21 71 29 79 32 40 25 297 E11 Were you able to read the sign?


% % % % % % % %

Yes 100 100 89 91 89 76 100 92 No 0 0 0 4 11 0 0 2 Don’t know 0 0 11 4 0 24 0 6

Base 10 26 9 23 9 17 2 96 E12a Thinking about the journey between bplaces and bplacee, how satisfied or dissatisfied were you with the Highways Agency management of roadworks for the section of the journey that was on motorways? By management we mean things such as the number of roadworks encountered and information provided such as advanced notice and reason for the roadworks.


% % % % % % % %


218

E12b Thinking about the journey between bplaces and bplacee, how satisfied or dissatisfied were you with the Highways Agency management of roadworks for the section of the journey that was on trunk roads? By management we mean things such as the number of roadworks encountered and information provided such as advanced notice and reason for the roadworks.


% % % % % % % %


Section F: Poor driving F1a How safe or unsafe did you feel between bplaces and bplacee when travelling on motorways?


% % % % % % % %

Very safe 64 64 62 56 73 60 70 64 Fairly safe 29 31 35 35 22 33 27 30 Neither safe nor unsafe 4 3 2 2 5 1 0 2 A bit unsafe 1 2 2 6 1 3 4 2 Very unsafe 2 1 1 1 0 2 0 1 Base 265 280 130 181 195 172 132 1355

F1b How safe or unsafe did you feel between bplaces and bplacee when travelling on trunk roads?


% % % % % % % %

Very safe 65 61 53 49 68 56 66 58 Fairly safe 33 34 41 43 28 38 31 36 Neither safe nor unsafe 2 3 3 4 2 2 1 3 A bit unsafe 0 1 2 3 2 2 1 2 Very unsafe 0 * * 1 0 2 0 1 Base 48 275 244 206 186 165 71 1195

219

F3 Whether experienced poor driving on journey by other road users?


% % % % % % % %

Yes 29 41 35 58 31 48 56 41 No 71 59 65 42 69 52 44 59 Base 278 412 288 288 281 236 141 1924 F4 What types of poor driving did you experience?


% % % % % % % %

Tailgating 21 15 22 19 29 17 14 19

Speeding 21 43 45 56 33 35 62 43 Road rage 5 1 0 1 0 0 0 1 Jumping traffic lights 2 1 0 0 0 0 0 * Lane jumping 18 29 8 23 22 24 30 23 Intimidation 9 1 3 4 5 3 0 3 Drivers cutting me up 48 25 16 19 26 25 3 23 Poor overtaking 4 20 38 37 20 18 43 26 Not signalling 17 19 7 11 22 18 13 15 Lane hogging 21 17 12 16 8 13 5 14 Slow driving 0 5 2 12 5 11 0 6 Drivers using mobile phones 24 5 11 8 5 7 3 8 Learner drivers 0 0 0 1 0 0 0 * Undertaking 4 10 17 25 10 8 14 13 Unobservant 0 8 6 11 3 3 1 6 Sudden braking 2 5 4 8 8 4 10 6 Other 6 2 10 2 8 10 1 5 Base 82 168 100 166 86 114 79 795 Unprompted, multiple response

220

F6 How did this make you feel?


% % % % % % % %

Angry/annoyed 43 51 56 38 45 49 42 46 Frustrated 32 15 25 20 23 13 1 18 Worried/concerned 9 20 40 25 17 11 16 20 Did not bother me 16 23 11 16 13 26 37 20 Frightened/unsafe 2 6 24 5 12 5 6 8 Unsafe 9 10 28 16 17 10 8 14 Other 9 2 5 4 2 8 5 5 Base 82 168 100 166 86 114 79 795 Multiple response Section G: General Upkeep G1a Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with general upkeep of the motorways? This includes things like keeping it clear of debris and litter, and the general quality of the infrastructure, e.g. the road surface, lighting, verges etc.


% % % % % % % %

Very Satisfied 56 60 53 50 63 57 66 58 Fairly satisfied 40 35 43 37 31 34 30 36 Neither satisfied nor dissatisfied 3 3 5 9 4 6 3 4 Fairly dissatisfied * 1 0 3 1 3 2 1 Very dissatisfied 1 1 0 1 1 1 0 1 Base 226 280 129 175 179 170 132 1291

G1b Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with general upkeep of the trunk roads? This includes things like keeping it clear of debris, and the general quality of the infrastructure, e.g. the road surface, lighting, verges etc.


% % % % % % % %


221

G3 Did you notice any litter on the Motorways or Trunk Roads?


% % % % % % % %

Yes – Motorways 3 13 10 21 6 17 28 13 Base – Used motorway 266 281 131 185 199 172 132 1366 Yes – Trunk roads 6 13 17 19 6 18 17 14 Base – Used trunk road 48 277 244 207 188 169 71 1204 No 96 81 67 58 89 70 66 76 Can’t remember 4 16 20 3 8 4 8 Base 290 433 304 327 294 246 146 2040 Multiple response G4 How did this make you feel?


% % % % % % % %

Angry/annoyed 42 44 76 44 29 43 91 54 Irritated 33 52 66 56 29 13 19 42 Worried/concerned/unsafe 0 5 12 0 5 6 5 5 Did not bother me 17 27 2 5 24 23 2 13 Other 8 2 8 3 24 21 2 8 Base 12 66 50 75 21 53 43 320 Multiple response Section H: Variable Message Signs Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with the road signs you saw on the motorways? This includes electronic Variable Message Signs (VMS) and static signs such as the blue signs on the showcard.


% % % % % % % %

Very Satisfied 67 70 68 71 61 70 85 70 Fairly satisfied 19 26 29 15 35 25 14 23 Neither satisfied nor dissatisfied 11 4 1 13 4 4 2 6 Fairly dissatisfied 2 0 2 1 0 0 0 1 Very dissatisfied * 0 0 1 0 1 0 * Base 220 268 110 157 158 166 131 1210

222

Thinking about this journey between bplaces and bplacee, how satisfied or dissatisfied were you with the road signs you saw on the trunk roads?


% % % % % % % %

Very Satisfied 52 62 67 44 63 55 72 59 Fairly satisfied 41 31 27 31 28 38 23 31 Neither satisfied nor dissatisfied 7 5 4 23 6 6 4 8 Fairly dissatisfied 0 1 1 2 3 1 0 1 Very dissatisfied 0 0 0 1 1 0 0 * Base 29 264 190 172 163 159 69 1046

H3 Still thinking about the journey you told us about between bplaces and bplacee, did you see any Variable Message Signs (VMS) above

the road like this?


% % % % % % % %

Yes 42 52 33 42 44 49 57 45 No 27 41 54 35 45 44 34 40 Don’t know 31 7 13 22 11 7 9 15 Base 290 433 304 326 294 246 146 2039 H4 Were any messages displayed?


% % % % % % % %

Yes 62 55 68 85 50 68 88 66 No 10 27 22 9 32 23 4 19 Don’t know 28 18 10 7 18 10 8 15 Base 121 226 99 138 130 120 83 917 223

H5 If no messages were displayed, what do you think this means?


% % % % % % % % Not needed as no problems on the network

92 100 100 100 98 96 100 98

Signs were broken 8 0 0 0 2 4 0 2 Other 0 0 0 0 2 0 0 1 Don’t know 0 0 0 0 0 4 0 1 Base 12 60 22 12 41 27 3 177 Unprompted, multiple response H7 Did you make any changes to your journey or driving style/behaviour because of the message that was displayed?


% % % % % % % %

No changes made 83 70 85 71 78 72 55 73 Took a different route 1 1 1 2 0 0 1 1 Unplanned stop 0 1 0 0 0 0 0 * Unplanned stop/took a break 0 1 0 0 0 0 1 * Slowed down 12 18 6 23 20 27 42 21 Drove more cautiously 4 12 6 13 5 2 11 8 Other 1 2 7 0 0 1 0 2 Base 75 125 67 117 65 81 73 603 Unprompted, multiple response H8 Was the information on the VMS helpful to your journey?


% % % % % % % %

Very helpful 24 27 23 16 33 27 29 25 Fairly helpful 30 36 25 36 31 26 27 31 Neither helpful nor unhelpful 31 27 26 32 30 38 32 31 Fairly unhelpful 7 7 7 3 5 10 5 Not at all unhelpful 8 4 20 12 6 4 3 8 Base 71 120 61 117 64 81 73 587 Prompted

224

H9 In general, what do you feel are the most important type of messages to be displayed on VMS?


% % % % % % % %

Warning of queues ahead 48 65 37 52 61 56 60 54 Most Important 38 49 50 51 53 55 74 52 Second most important 36 35 26 27 28 27 15 29 Third most important 27 16 24 22 19 18 11 19

Warning of delays ahead 62 57 46 58 53 50 45 54 Most Important 37 37 50 51 27 33 39 39 Second most important 39 46 32 38 44 44 42 41 Third most important 24 17 19 11 29 24 18 20

Warnings of accidents ahead 80 79 75 62 83 76 64 75 Most Important 52 48 49 45 47 47 44 48 Second most important 25 22 31 31 30 34 30 28 Third most important 23 30 19 25 23 18 27 24

Information on alternative routes 34 12 29 31 20 22 33 25 Most Important 17 6 4 6 12 4 0 8 Second most important 40 44 56 49 42 26 63 46 Third most important 43 50 39 46 46 70 38 46

Information about weather conditions 26 18 21 21 21 17 18 20

Most Important 18 9 13 15 14 15 11 14 Second most important 38 40 39 35 38 37 52 39 Third most important 43 51 48 50 48 49 37 47

Information about future major events 5 3 5 11 5 4 5 5


Information about future roadworks 12 21 22 26 15 18 30 20 Most Important 6 10 3 14 2 9 2 8 Second most important 39 37 36 29 27 51 27 35 Third most important 56 53 61 57 71 40 70 58

Expected journey times 9 6 13 7 7 10 16 9 Most Important 4 8 24 13 25 8 17 14 Second most important 40 25 21 46 40 24 13 29 Third most important 56 67 55 42 35 68 71 57

Safety messages, driving advice 5 12 14 11 8 13 10 11 Most Important 27 6 19 22 22 15 7 16

225

Second most important 20 28 37 22 30 30 50 30 Third most important 53 66 44 57 48 55 43 54

Safety messages related to the road conditions 19 24 33 14 23 25 17 23


Other * * * * 1 2 1 1 Most Important 0 0 0 0 0 40 0 17 Second most important 0 0 0 0 0 20 100 17 Third most important 100 100 100 100 100 40 0 67

Base 290 433 304 327 294 246 146 2040 Prompted, multiple response H10 Thinking about the messages you see on VMS in general, how accurate do you find them?


% % % % % % % %

Completely accurate 5 7 12 3 10 10 8 8 Mostly accurate 84 70 58 49 61 72 80 67 About equally accurate and inaccurate 9 18 21 40 24 16 12 21 Mostly inaccurate 2 4 9 7 5 3 1 5 Completely inaccurate 0 * 0 * 1 0 0 * Base 262 402 210 284 276 236 129 1799 Prompted H11 Thinking about the messages you see on VMS nowadays - compared to 12 months ago, do you think the messages are better, worse or

about the same?


% % % % % % % %

Better 20 17 14 9 24 23 14 17 About the same 1 1 5 1 1 1 Worse 67 71 41 60 66 67 67 63 Have not seen any variable message signs recently

5 4 31 19 1 2 14 10

Don’t know 8 7 13 8 9 8 5 8

Base 290 433 304 327 294 246 146 2040 Prompted 226

H12 Do you think VMS should be used for any purposes other than traffic or safety campaign messages?


% % % % % % % %

Yes 1 5 3 5 9 7 1 4 No 98 92 92 72 82 80 47 83 Don’t know 1 3 6 24 10 13 52 12 Base 290 433 304 327 294 246 146 2040 H12a For what other purposes do you think VMS should be used for?


% % % % % % % %

Display the time 0 5 0 44 4 0 0 10 Corporate advertisements 50 19 13 25 4 0 0 12 Public awareness messages 50 71 38 25 60 31 0 48 Other 0 0 38 0 32 56 100 24 Don’t know 0 5 13 6 0 13 0 6 Base 2 21 8 16 25 16 1 89 Prompted Section I: Traffic officers I1 Thinking about the journey you told us about between bplaces and bplacee , did you see any Highways Agency Traffic Officers or patrol

vehicles?


% % % % % % % %

Yes 11 18 11 21 19 29 36 19 No 89 82 89 79 81 71 64 81 Base 250 402 291 294 254 231 140 1862

227

I2 How important is it to you that there are Highways Agency Traffic Officers?


% % % % % % % %

Very important 48 46 69 34 35 40 31 45 Fairly important 43 45 27 38 43 48 51 41 Neither important nor unimportant 8 7 2 26 18 8 14 12 Not very important 1 1 2 1 3 3 2 2 Not at all important 1 1 0 1 1 * 2 1 Base 242 357 287 293 252 228 143 1802 I2a Why do you think that Highways Agency Traffic Officers are very important?


% % % % % % % %

Attend accidents 40 57 66 83 33 35 82 56 Clear debris 19 28 40 46 16 23 23 30 Road closures 1 5 4 3 9 1 0 3 Remove damaged vehicles 6 5 9 23 1 3 30 9 Support police 19 33 40 33 25 23 55 32 Free up police time 12 15 23 9 2 10 9 14 Faster response time than police 15 14 10 2 3 13 5 10 Monitor traffic 9 21 17 22 21 35 66 22 Attend breakdowns 46 60 37 79 24 33 68 48 Keep traffic flowing 18 61 65 61 34 22 30 47 General – assess roads 3 8 19 6 10 12 7 11 Comforting/reassuring/feel safer 42 14 39 24 35 39 32 32 Slow traffic down 5 7 8 34 13 8 7 11 Other 10 2 6 4 3 18 0 6 Don’t know 0 0 0 2 0 1 0 * Base 115 166 198 100 89 92 44 804 Unprompted, multiple response

228

I2b Why do you think that Highways Agency Traffic Officers are fairly important/neither important nor unimportant?


% % % % % % % %

Attend accidents 35 37 46 53 19 35 76 41 Clear debris 15 23 30 13 12 13 3 15 Road closures 2 2 0 2 5 1 0 2 Remove damaged vehicles 0 8 7 10 1 5 6 5 Support police 16 37 29 40 10 27 65 31 Free up police time 14 28 17 9 3 5 3 12 Faster response time than police 7 5 10 2 1 5 0 4 Monitor traffic 7 29 11 36 18 34 72 29 Attend breakdowns 39 34 26 44 10 36 72 36 Keep traffic flowing 18 36 46 20 18 18 9 23 General – assess roads 2 10 9 3 21 8 0 8 Comforting/reassuring/feel safer 25 11 24 2 27 20 4 15 Slow traffic down 2 4 7 9 15 5 14 8 Not aware of them/what they do 3 1 5 12 4 4 1 5 Have never seen them 0 0 1 3 0 2 1 1 Job the Police should be doing 0 2 5 5 1 4 14 4 They have no authority 10 1 1 9 0 3 15 5 Other 10 1 12 1 18 12 2 7 Don’t know 2 4 1 13 3 5 1 5 Base 122 185 82 188 154 128 93 952 Unprompted, multiple response I2c Why do you think that Highways Agency Traffic Officers are not very important/not at all important?


% % % % % % % %

Not aware of them/what they do 60 0 29 20 11 25 0 20 Have never seen them 20 33 14 0 0 0 0 9 Job the police should be doing 0 33 29 60 33 25 100 39 They have no authority 20 33 14 0 11 13 50 20 Other 0 17 43 0 33 50 0 24 Don’t Know 0 0 0 20 11 0 0 4 Base 5 6 7 5 9 8 6 46 Unprompted, multiple response

229

I3 Have you had any reason to use an Emergency Telephone within the last 2 months when travelling on motorways or trunk roads?


% % % % % % % %

Yes * * 0 1 0 1 0 No 100 100 100 99 100 99 100 100 Base 290 433 304 326 294 246 146 2039 Section J – Managed Motorways J1 Which of the following measures are you aware of when using motorways …


% % % % % % % % Use of the hard shoulder as an extra lane at busy times

56 74 65 53 49 62 92 63

Use of variable speed limits to manage traffic flow

71 87 82 76 72 87 89 80

Incident response measures, CCTV 28 67 43 45 32 48 51 46 Incident response measures, VMS 42 89 77 63 78 74 83 73 Traffic lights on slip roads, to manage traffic flow

60 75 65 65 68 86 87 71

Awareness of any other management measures

2 4 4 20 0 18 33 10

Base 286 428 292 309 291 239 144 1989 J3 What would the impacts on your journey of Use of the hard shoulder as an extra lane at busy times?


% % % % % % % %

Improved journey time reliability 2 10 3 7 10 9 0 6 Improved traffic flow 81 71 64 47 47 28 14 54 Less delays 36 50 32 20 40 25 17 34 More delays 0 0 1 0 3 0 0 * Safer journey 5 7 2 1 4 1 0 4 Less safe journeys 4 15 19 25 13 22 56 21 Cost savings to user 0 * 0 0 1 1 0 * Other 0 1 2 1 3 1 1 1 Don’t know 1 3 17 6 11 22 5 9 Base 160 318 191 163 144 148 132 1256 230

Unprompted, multiple response J3 What would the impacts on your journey of Use of variable speed limits to manage traffic flow?


% % % % % % % % Improved journey time reliability * 6 2 14 8 4 1 5 Improved traffic flow 71 61 58 52 51 33 9 52 Less delays 20 11 13 13 16 9 2 12 More delays 8 7 12 * 14 18 9 9 Safer journey 16 47 25 27 25 18 56 31 Less safe journeys 3 1 2 4 * 3 20 4 Cost savings to user 0 * 1 0 0 0 0 * Other 2 2 5 1 6 5 2 3 Don’t know 5 9 16 4 12 17 4 10 Base 203 376 243 231 212 206 127 1598 Unprompted, multiple response J3 What would the impacts on your journey of Use of Incident response measures, CCTV?


% % % % % % % % Improved journey time reliability 0 1 4 3 0 1 0 1 Improved traffic flow 19 8 10 13 9 8 3 9 Less delays 59 5 5 12 8 10 1 11 More delays 0 1 1 4 3 4 0 2 Safer journey 23 65 44 86 61 51 93 62 Less safe journeys 0 0 0 1 0 0 1 * Cost savings to user 0 0 0 0 1 0 0 * Other 0 28 33 2 6 3 1 15 Don’t know 7 18 33 5 20 29 4 18 Base 69 278 113 133 93 114 70 870 Unprompted, multiple response

231

J3 What would the impacts on your journey of Use of Incident response measures, VMS?


% % % % % % % %

Improved journey time reliability 0 5 14 4 14 7 8 8 Improved traffic flow 34 11 20 12 20 12 4 15 Less delays 46 7 9 12 8 8 1 11 More delays 2 1 5 4 2 4 2 3 Safer journey 35 53 26 74 56 43 85 52 Less safe journeys 0 * 0 0 0 1 0 * Cost savings to user 0 1 0 1 0 0 0 * Other 0 44 45 9 24 17 13 27 Don’t know 5 9 15 9 8 20 1 10 Base 105 371 222 190 227 178 118 1411 Unprompted, multiple response J3 What would the impacts on your journey of Traffic lights on slip roads, to manage traffic flow?


% % % % % % % %

Improved journey time reliability 1 1 1 3 2 2 1 2 Improved traffic flow 63 58 42 44 55 21 20 45 Less delays 16 11 8 17 11 6 2 10 More delays 6 6 6 7 12 20 11 9 Safer journey 5 33 21 23 31 25 43 26 Less safe journeys 0 3 5 9 1 6 27 6 Cost savings to user 0 * 0 0 0 0 0 * Other 1 6 5 12 5 9 20 8 Don’t know 17 17 30 7 15 22 7 17 Base 161 323 183 195 200 204 123 1389 Unprompted, multiple response

232

J4 What would be the overall impacts of motorway management measures?


% % % % % % % %

Improved journey time reliability 1 27 41 36 29 24 10 25 Improved traffic flow 71 68 80 39 68 53 18 60 Less delays 27 44 52 32 30 26 11 35 More delays 1 6 6 25 8 22 66 15 Safer journey 23 80 69 42 70 58 40 57 Less safe journeys 0 2 4 2 4 4 1 2 Cost savings to user 0 5 13 25 2 4 1 8 Cheaper than building new roads 1 11 28 23 5 7 10 13 Cheaper than widening roads 0 13 28 22 5 7 7 12 Makes effective use of existing road space

1 32 59 24 25 17 13 26

Other 1 * 1 6 1 1 4 2 Don’t know 12 2 7 20 10 5 4 9

Base 290 433 304 327 294 246 146 2040 Unprompted, multiple response Section K: Severe Weather Warnings K1 Thinking about the last 12 months, how satisfied or dissatisfied would you say you are with severe weather warnings in relation to travel advice/information on the motorway and trunk road network?


% % % % % % % %

Very satisfied 56 30 39 16 28 34 22 31 Fairly satisfied 22 53 47 32 49 31 34 39 Neither satisfied nor dissatisfied 20 15 12 47 20 33 43 27 Fairly dissatisfied 1 1 1 4 3 1 1 2 Very dissatisfied 1 1 1 1 1 0 0 1 Base 154 289 150 252 187 202 95 1329 Prompted 233



% % % % % % % %

Always accurate 15 7 15 7 8 22 16 12 Mostly accurate 71 76 67 48 74 63 82 68 About equally accurate and inaccurate 13 12 16 33 17 13 2 16 Mostly inaccurate 1 4 2 12 1 2 0 4 Always inaccurate 0 0 0 0 0 0 0 0 Base 130 242 135 151 163 143 49 1013 Prompted K3 As a result of travel advice/information relating to severe weather warning(s) have you checked your vehicle for any of

these, before setting off?


% % % % % % % %

NONE of these 72 51 56 25 26 45 33 45 Lights 18 37 35 50 64 42 20 40 Water 23 33 27 50 63 37 31 39 Anti-freeze 22 30 26 54 56 37 41 38 Oil 22 30 25 50 58 35 37 37 These are always checked on a regularly basis 0 2 0 17 1 1 18 4 Other 2 4 4 5 6 4 4 4 Base 130 242 135 151 163 143 49 1013

234

K4 As a result of travel advice/information relating to severe weather warnings have you taken any of these items with you?


% % % % % % % %

NONE of these 48 26 24 25 16 29 43 28 De-icer 18 47 30 65 65 50 43 47 Warm clothes 32 38 53 56 42 36 24 42 Blanket 6 38 40 50 39 41 16 35 Water 3 29 34 49 37 36 14 31 Hot drink 20 22 32 50 17 11 39 26 Food 4 29 28 44 23 27 12 26 Other 7 14 24 13 18 12 4 14 Base 130 242 135 151 163 143 49 1013

Prompted, multiple response Section L – Attitudinal questions L2a How confident / nervous are you as a Driver on motorways?


% % % % % % % %

Very confident 69 67 56 53 69 59 72 63 Fairly confident 24 23 32 36 24 27 14 26 Neither confident nor nervous 2 3 5 1 3 4 3 Fairly nervous 2 6 4 8 3 8 12 6 Very nervous 3 1 3 2 2 1 2 2 Base 251 373 250 275 233 213 131 1726 Prompted L2b How confident / nervous are you as a Passenger on motorways?


% % % % % % % %

Very confident 59 43 28 39 36 33 62 42 Fairly confident 34 36 46 41 41 40 16 38 Neither confident nor nervous 4 10 10 8 12 13 3 9 Fairly nervous 3 9 10 10 10 11 14 9 Very nervous * 2 6 2 2 4 4 3 Base 288 420 287 323 286 237 146 1987 Prompted

235

L2c How confident / nervous are you as a Driver on trunk roads?


% % % % % % % %

Very confident 71 70 65 52 71 61 70 66 Fairly confident 23 24 33 41 23 31 20 28 Neither confident nor nervous 1 2 1 2 4 5 2 2 Fairly nervous 2 2 1 5 2 4 7 3 Very nervous 3 1 1 0 * * 1 1 Base 247 388 277 286 245 222 132 1797 Prompted L2d How confident / nervous are you as a Passenger on trunk roads?


% % % % % % % %

Very confident 60 46 32 41 39 36 60 44 Fairly confident 34 37 47 45 43 40 25 39 Neither confident nor nervous 3 10 9 6 11 13 3 8 Fairly nervous 3 7 6 7 7 9 10 7 Very nervous * 1 5 1 1 3 2 2 Base 283 421 296 323 288 237 145 1993 Prompted

236

L3 Looking at this list, which, if any, of these actions have you taken in the past 12 months?


% % % % % % % %

Driving in a more fuel efficient manner 18 31 36 35 43 40 10 32 Buying a car with a smaller engine 10 10 16 6 10 12 3 10 Buying a hybrid car 3 1 1 1 1 0 0 1 Using a car less for short trips 22 26 25 33 23 26 25 26 Switching to a car which uses a cleaner energy source

2 3 4 2 2 2 1 2

Using buses, trains, or other public transport (more) instead of driving

16 19 21 12 22 22 14 18

Car sharing (more) instead of going in an individual car

7 8 12 4 8 9 5 8

Joining a car club 0 * 0 1 1 1 0 * Cycling (more) instead of going by car * 7 11 3 5 8 4 6 Looking for information about cleaner vehicles

* 1 2 * 3 2 2 2

Giving up one (or more) of the household cars

4 4 4 1 5 4 1 3

None of these 55 40 34 51 32 33 60 42 Base 290 433 304 327 294 246 146 2040 Prompted, multiple response

237

238

L4 Looking at this list, which, if any, of the following driving techniques would you say you have adopted?


% % % % % % % %

Regularly checking my tyre pressure 53 52 43 65 58 60 80 57 Not accelerating too hard/going easy on the accelerator

37 45 47 42 46 50 47 45

Using air conditioning only when I really need it

9 32 28 13 30 31 8 23

Removing unused roof racks 1 6 6 5 4 4 1 4 Switching off my engine when stuck in a traffic jam

5 21 25 27 21 27 7 20

Checking revs/changing gear between 200rpm* and 2500rpm

21 18 19 11 18 23 4 17

Changing my speed to save fuel 26 31 33 36 39 34 18 32 Reading the road to avoid unnecessary acceleration and braking

19 44 42 40 48 52 60 42

Planning my journey to avoid congestion/road works/getting lost

15 24 29 20 39 29 19 25

Driving off from cold / Not warming up the car before driving off

5 26 24 11 18 18 8 17

None – I’ve not adopted any of them 33 24 24 20 12 13 10 21

Base 255 389 284 288 248 228 135 1827 Prompted, multiple response L5 How satisfied or dissatisfied are you with the Highway Agency’s overall performance in the last 12 months?


% % % % % % % %

Very satisfied 67 30 43 35 31 27 51 39 Fairly satisfied 25 58 50 38 52 56 37 46 Neither satisfied nor dissatisfied 6 12 6 24 16 14 9 12 Fairly dissatisfied 1 1 1 3 * 3 3 2 Very dissatisfied 1 0 * * 1 1 0 * Base 269 386 282 277 258 237 141 1850 Prompted

Appendix E: Guide to Additional Reporting and Analysis

The Annual Report has summarised the findings from the NRUSS survey for 2012/13.

There is much other analysis that could be conducted on request. Any of the questions tabulated in Appendices B and C can be cross-tabulated against each other.

For variables with a nominal response (for example, Yes/No, How frequently have you travelled on a motorway), the analyses could include counts and proportions for each response.

For questions with a scale response (for example, How many miles would you say you drove in the last year?) statistics such as mean, median, minimum, maximum, mode etc can be produced.

Results can be presented using tables or charts as required.

239

Appendix F Other work carried out in 2012/13 In addition to the NRUSS rolling programme of surveys, additional projects were carried out on behalf of the Agency in 2012-13. This included:

- Area Road Users Satisfaction Survey (ARUSS). Area Road Users’ Satisfaction Survey (ARUSS) The Area Road Users' Satisfaction Survey (ARUSS) measures road users’ attitudes, including satisfaction, at the area level regarding local area issues. The questionnaire comprises three main sections; core questions that are asked in all 13 Agency areas, area specific questions and questions asking about a major project that is taking place in the area. The ARUSS questionnaire covers respondents’ general experiences and perceptions of the network as opposed to a specific journey as in NRUSS. Reports are produced every six months for each Agency Area.

240

241

Publication Code PR 55/13

Prepared for the Highways Agency

More detailed information on the results for the performance measure is available from the Customer, Stakeholder and Partnership Team

Appendix G

NATIONAL ROAD USERS’ SATISFACTION SURVEY

2012/13 January - March

Quarter 4 Survey Results

Report Title: Quarterly Report – Quarter 4 2012/13 – NRUSS Survey

Date of Issue:

V1 24th April 2013V2 21st May 2013

Prepared by: Andrew Mellor

Reviewed / Approved by:

Susie Falp / Chris Johnson

Data File: NRUSS 2012_13 Year to Date March

Status: V2

Base Cases: 2040

Quarters: Quarter 4 – January to March 2013

2

Contents

Introduction

Awareness and Opinions of the Agency Awareness of the Agency

Travel on Motorways and Trunk Roads How far do people travel?How people use the networkFrequency of travelJourney purpose

Most Recent Journey on the NetworkWhen the journey was undertakenHighways Agency areas travelled inJourney frequency, vehicle type and ownershipJourney purpose Other travellersDistance travelled and Journey planningRating Checking travel conditionsExpected journey time

DelaysAllowing for delays Experience of delaysImpact and warnings of delays Satisfaction with journey time

RoadworksExperience of roadworksSatisfaction with management of roadworks

Safety and Poor Driving

General Upkeep Satisfaction with general upkeepLitter

Informed TravellersSatisfaction with road signsExperience and Reactions to VMSAttitudes to VMS

Traffic OfficersAwareness and ExperienceTraffic Officer dutiesImportance of Traffic Officers

Managed Motorways

Severe Weather Warnings

Emergency Phones & Driving Speed

Confidence when using Agency roads

Environmental actions and Driving techniques

Availability of Technology

Overall Satisfaction with Agency

Summary – April 2012 to March 2013

Appendix – Highways Agency Roads Used on Most Recent Journey on the Network

4

5

7

11

24

29

33

36

38

44

46

49

51

52

53

54

55

56

59

3

Introduction

The National Road Users' Satisfaction Survey (NRUSS) is designed to measure awareness of and satisfaction with the Highways Agency's (Agency) services in England, and other aspects of road users' experiences and perceptions. This report provides an overview of the findings for the survey undertaken between April 2012 and March 2013, and draws comparison with the previous year’s data (2011/12). A copy of the questionnaire is available from the Customer, Stakeholder and Partnership Team.

In this report the term 'journey' refers to the most recent journey that each respondent made on the Agency's network. Where percentages in charts and tables do not total 100 it is either due to rounding or because people could give more than one answer. The data in this report was collected in home to a quota sample using CAPI. Quarter 4 refers to data collected during January, February and March 2013.

Between April 2012 and March 2013, 2040 respondents were interviewed. The charts and table below show the demographic profile of the sample. The sample comprises: 51% males; 26% aged 65 or above; and 54% working full or part time. These figures are broadly similar to those for England as a whole (2011 Census statistics and 2010 Labour Force Survey).

Almost nine out of ten respondents (89%) considered that they lived close to the Agency network.

Base = 2040Base = 2034, 6 refused

Base = 2039, 1 refused

4

SexOverall

(%)

Age Group (%)Working Status

(%)

17-24 25-34 35-44 45-54 55-59 60-64 65 +Full or

part timeNot

workingMale 51 41 42 46 50 59 49 61 53 49

Female 49 59 58 54 50 41 51 39 47 51

Base 2040 165 269 360 332 169 215 524 1099 940

Male51%

Female49%

Sex

Working full or part time54%

Not working

46%

Working Status

8

13

18 16

811

26

0

10

20

30

17-24 25-34 35-44 45-54 55-59 60-64 65 Plus

%

Age

Awareness of the Agency

Over four fifths of respondents (82%) were aware of the Agency before being interviewed.

Awareness was higher among:• Those driving 20,0000 to 29,999 miles a year (96%)• Those who live close to an Agency road (83%) (compared to those that do not - 76%)• Male respondents (87%) compared to 78% of females• Full time workers (88%)• Those that have driven in the last 12 months (86%) (compared to those that have not 57%)

Awareness was significantly lower among those who drove fewer than 5,000 miles a year (76%), those that had not driven in the last 12 months (57%), and higher for those who had travelled on a motorway for business or work (94%).

Base = 2012/13 Q1 494, Q2 503, Q3 509, Q4 498 (36 respondents did not know) 2011/12 = 2035 (23 respondents did not know)Had you heard of the Highways Agency before this interview? Unprompted

Base = 268 401 634 416 102 84 70Total 1975 (36 respondents did not know, 29 did not know annual mileage)Had you heard of the Highways Agency prior to this interview? By mileage Unprompted

5

8279

8782 82 80

0

20

40

60

80

100

Quarter 1 2012/13

Quarter 2 2012/13

Quarter 3 2012/13

Quarter 4 2012/13

Total (2012/13)

2011/12

%

Aware of the Highways Agency

57

76

8793

89

96 93

0

20

40

60

80

100

0 miles 1 to 4999 5000 to 9999

10000 to 14999

15000 to 19999

20000 to 29999

30000 +

%

Awareness of Agency by Annual Mileage

Agency vehicles were the most common way in which respondents had seen or heard of the Agency (62%). Close to a third (28%) had seen or heard of the Agency from road signs, and almost a quarter (24%) had seen or heard from television. Overall 2% gave ‘other’ responses including six respondents who were aware of the Agency when studying or taking their driving test, four who recognised the logo, three who had seen the Agency advertised at service stations and two respondents who had downloaded the Highways Agency live traffic mobile application.

Respondents were most likely to think that the Agency was responsible for general road maintenance (44%), maintaining motorways (41%), or maintaining trunk roads (29%). Fourteen percent of respondents each also thought the Agency was responsible for improving all roads (generally) or improving motorways whilst 13% thought they were responsible for improving road signs.

Base = 1652Where have you seen or heard anything about the Highways Agency? Prompted, respondents could give more than one answer

Base = 1652 (4%, n=71 did not know)What do you think the Highways Agency is responsible for? Unprompted, respondents could give more than one answer

6

62

28

24

15

13

12

11

11

8

5

4

2

0 20 40 60 80

Highways Agency vehicles

Road sign

Television

Newspaper / magazine

Word of mouth

Local council

Place of work

Radio

Internet

Leaf lets

Contact with them

Other

%

How respondents had heard about the Agency 44

41

29

14

14

13

12

11

9

8

7

6

5

3

2

1

*

6

0 20 40 60

General road maintenance

Maintain motorways

Maintain trunk roads

Improve all roads (general)

Improve motorways

Road signs

Improve trunk roads

Improve road safety

Run the roads / Operate network

Traf f ic management

Traf f ic Of f icers

Building new roads

Planning new roads

Information about traf f ic conditions

Traf f ic census

Cones hotline

HAIL

Other

%

What are the Agency responsible for?

Travel on motorways and trunk roads

Base = 2040Do you hold a full or provisional driving licence? Unprompted

Eighty six percent of respondents held a full driving licence, and a further 3% held a provisional licence.

Respondents were asked how many miles they had driven in the last year. Fourteen percent had not driven in the last year and a further 53% travelled under 10,000 miles a year. Twenty one percent travelled 10,000 to 14,999 miles a year and 13% travelled 15,000 miles or more a year.

The average annual mileage travelled by respondents who have driven in the last 12 months was 9,633. Female respondents and those not working full time drove notably fewer miles per year than male respondents and those who do work full time, with respondents aged 45-54 having the highest average annual mileage (12,103) by age group.

Base = 2011 (15 respondents did not know, 14 missing) Includes non driversHow many miles would you say you drove in the last 12 months, Unprompted 7

Annual Mileage Mean Median N

Gender Male 11,593 8,500 961Female 7,199 6,000 774

Age

17-24 6,786 5,000 10925-34 11,040 10,000 24235-44 10,223 8,000 32445-54 12,103 10,000 30055-59 11,337 9,000 14760-64 10,437 6,000 18365 + 6,489 5,000 425

Employment status

Working full time 13,294 10,000 804Not working full time 6,471 5,500 930

All respondents who had driven in last 12 months 9,633 8,000 1,735

86

310

0

20

40

60

80

100

Yes - Full licence Yes - Provisional licence

Neither

%

Do you hold a full or provisional licence?

21

32

21

5

4

4

14

0 10 20 30 40

1 to 4999

5000 to 9999

10000 to 14999

15000 to 19999

20000 to 29999

30000 +

None

%

Annual Mileage

How people use the network

Overall, three fifths of respondents travelled once a week or more on the network (60%).

Just under half of respondents usually travelled on the network as a driver of a car once a week or more (49%). Sixteen percent of respondents usually travelled as a passenger in car at least once a week.

Just 1% of respondents travelled as a passenger in a bus or coach on the network more than once a week, and 88% never used this mode.

Seven percent travelled as a driver of a van, 3% travelled by motorcycle and 2% travelled as a driver of a goods vehicle, bus or coach.

Base = 2040Have you travelled on the motorway or trunk road network in the last 12 months as....? PromptedHow frequently do you travel on the motorway and trunk road network as…? Prompted

8

49

5

16

1

1

1

1

*

60

34

2

46

3

1

11

2

1

40

18

93

39

96

97

88

98

99

0 10 20 30 40 50 60 70 80 90 100

Driver of a car

Driver of a van

Passenger in a car

Passenger in a van

Driver of a goods vehicle, bus or coach

Passenger in a bus or coach

Motorcyclist

Other mode of transport

All modes

%

Frequency of travel on the network by Mode

Once a week or more Less than once a week Never

Frequency of travel on the network

Just under one fifth (19%) of respondents had used the network on 5 or more days a week, and a further quarter (25%) had used it on 2 – 4 days a week, very similar to usage in 2011/12, when one fifth (20%) of respondents had used the network on 5 or more days a week, and a further quarter, 26% had used it on 2 – 4 days a week.

Respondents generally used trunk roads more often than motorways. The proportion of respondents who travelled on trunk roads once a week or more was notably greater than those who travelled on motorways once a week or more (46% compared to 36%).

Use of the network is higher amongst respondents who live close to the network; 64% compared with 36% using it once a week or more. People who work use the network more than non working respondents (72% use it more than once a week compared with just 48% of non workers). Just 48% of respondents aged 65+ use the network more than once a week, fewer than for other age groups. Male respondents use the network more frequently than female respondents, 67% use it once a week or more, compared to 54% of females.

Base = Overall (2040), Motorway (2040), Trunk Road (2040) How frequently have you travelled on a motorway / trunk road in England in the last 12 months? Prompted

9


2-4 days a week Once a week

Less than once a week but

more than once a month

Once a monthLess than once

a month Never

Overall network frequency 19 25 17 21 9 11 0Motorway frequency 9 15 12 19 15 27 3Trunk road frequency 13 19 14 20 9 22 3

19

25

17

21

9

11

0

9

15

12

19

15

27

3

13

19

14

20

9

22

3

0

5

10

15

20

25

30

%

Overall network frequency

Motorway frequency

Trunk road frequency

Use of the network - journey purpose

Respondents who worked (54%) were asked how frequently they used the Agency network for their regular commute to and from work. Just over a quarter use motorways (28%), with 22% using them more than once a week. Thirty percent use trunk roads for commuting, with a quarter (25%) using them more than once a week.

Close to a quarter (24%) of respondents make leisure trips using motorways or trunk roads more than once a week, and a further 48% more than once a month. Just 3% never use the network for leisure purposes.

Of the 41% of respondents who worked and drove for business, almost all used the Agency network, with only 2% never using motorways or trunk roads. Over three quarters (61%) of business travellers use motorways or trunk roads more than once a week and a further 20% more than once a month.

Base = 1094 (Motorways), 1095 (Trunk Roads)How frequently do you use a Motorway/Trunk Road for your regular trip to or from work? Prompted

Base = 2034 (6 respondents did not know)How frequently do you use a Motorway or Trunk Road for purposes such as leisure trips...? Prompted

Base = 445 (1 respondent did not know) How frequently do you use a Motorway or Trunk Road for trips made in connection with work, e.g. on business? Prompted

10

Use of motorways and trunk roads was covered separately for commuters as they are routes known to respondents. However, leisure and business trips often cover a number of different roads, and therefore respondents were asked about their use of the network generally for these and not separately for motorways and trunk roads.

61

20

18

2

0 20 40 60 80

More than once a week

More than once a month

Once a month or less

Never

%

Network Usage for Business Trips

24

48

25

3

0 20 40 60




Never

%

Network Usage for Leisure Trips

22

3

3

72

25

3

2

70

0 20 40 60 80




Never

%

Network Usage for Commuting

Motorway Trunk road

Most recent journey on the network

The next sections are about the most recent journey made by the respondent using an Agency motorway or trunk road.

Respondents were asked to think about either the outward or the return part of the journey. The CAPI programme randomly selected which half of the journey to consider. Fifty two percent of journeys were selected by CAPI as outward trips whilst 48% were return. Respondents were then asked whether the journey began or ended at home; 50% stated the journey started from home, 48% stated the journey ended at home whilst 2% said neither.

Most of the journeys had taken place less than a week before the interview (57%), and a further 16% of journeys were conducted one to two weeks before the interview. Just 4% of journeys had been made more than three months previous to the interview.

A third (33%) of journeys took place at the weekend (17% on Saturday, 15% on Sunday and 1% on an unspecified weekend day), with a further 13% on a Friday.

Base = 2040When was this journey? Prompted

11Base = 2026 (14 respondents did not know, 5% (n=108) were made on unspecified weekday, 1% (n=29) on a unspecified weekend dayWhat day of the week was this journey? Unprompted

57

73

87

96

99

100

50 60 70 80 90 100

Within the last week

Within the last fortnight

Within the last month

Within the last 3 months



%

When was this journey?

1110

14

1213

17

15

0

5

10

15

20

Monday Tuesday Wednesday Thursday Friday Saturday Sunday

%

Day of week of last journey

...Start f rom your home50%

...End at your home48%

Neither2%

Did the journey....

Base =2040Did this journey start or end at home? Unprompted

Most recent journey on the network Highways Agency areas travelled in

Base = Motorway (2040), Trunk roads (2040)Which of these areas did you travel in? Prompted, respondents could give more than one answer

12

Respondents were most likely to have used a motorway in the South East (17%), the North West (16%) or the Midlands (16%) on their last journey, and trunk roads in the Midlands (15%), the South East (14%) and the East (13%).

Unsurprisingly, respondents were most likely to have travelled on Agency roads in their own region on their most recent journey. Respondents in the North West (91%), West Midlands (74%) and Yorkshire and the North East (67%) were most likely to have used a motorway in their home region.

Respondents in the East Midlands (80%) and the East (76%) were most likely to have used a trunk road in their region on their most recent journey, compared to just 12% of those in the North West.

Which of these areas did you travel in? By respondents home region

The M25 region does not contain any trunk roads

12

16

16

9

12

17

10

10

2

15

0

13

14

11

0 20

North East

North West

Midlands

M25

East

South East

South West

%

Highways Agency Areas travelled in on last trip


Most recent journey on the network Trip characteristicsVisiting friends or relations was the type of trip made by more than a quarter of respondents (27%) while almost a fifth had been travelling for leisure or entertainment (19%), and 16% were shopping. Commuting accounted for 9% of trips, and 10% of trips were for business purposes.

Over a quarter (26%) of respondents were making a journey that they make once a week or more, whereas 10% were on a journey they make once a year or less. Just 9% were making the journey for the first time.

The majority of respondents (91%) were travelling in a car on their most recent journey, with 4% travelling in a van and 3% a bus or coach. One percent used a motorcycle or a Lorry/ HGV (14 journeys were made by motorcycle and 13 by Lorry/HGV). Less than one percent used a taxi or other modes (eight respondents made their last journey by taxi, five travelled in a motor home, four in a minibus and one in a pick up truck).

Two thirds (68%) of respondents were travelling in their own vehicle, 13% in another member of the family’s vehicle, 10% in someone else's vehicle (not in the household) and 6% a company vehicle.

Base = 2040What type of vehicle were you travelling in? Prompted

13Base = 2031 (8 respondents did not know, 1 refused)How often to you make this trip? Prompted

Base = 2040What was the main purpose of this trip? Prompted

91

4

3

1

1

*

*

0 20 40 60 80 100

Car

Van

Bus or coach

Lorry/HGV

Motorcycle

Taxi

Other

%

Type of vehicle travelling in

7

9

10

11

15

28

6

4

9

0 10 20 30


2-4 days a week

Once a week

Between once a week and once a month

Once a month

One to eleven times a year

Once a year

Less than once a year

First time I've made this trip

%

How often do you make this trip?

27

19

16

10

9

8

7

1

4

0 10 20 30



Shopping

Employer's business

Regular trip to/ f rom work

Personal business

Holiday

Education

Other

%

Main purpose of last trip

Most recent journey on the network Journey purpose

Purpose of tripTotal (%)

Age group (%) Gender (%) Working status (%)

17-24 25-34 35-44 45-54 55-59 60-64 65 + Male Female Full timeNot working

full timeRegular trip to or from work 9 10 18 12 13 9 6 1 10 9 18 2Employer’s business 10 4 10 16 19 14 4 2 15 4 21 1Education 1 10 1 0 2 1 0 0 1 2 0 2Holiday 7 4 5 6 4 9 9 10 7 7 5 9Visiting friends or relations 27 22 26 24 25 21 31 33 24 30 22 31Shopping 16 14 15 14 10 15 24 19 14 18 11 20Leisure or entertainment 19 22 17 19 15 19 17 21 20 17 15 21Personal business 8 7 6 6 9 8 7 9 7 8 5 9Other 4 6 3 2 4 2 3 5 2 5 2 4Total 2040 165 269 360 332 169 215 524 1042 998 863 1176

Purpose of Trip

Frequency of Trip (%)

5 +days a week

2-4 days a week

Once a week

Less than once a week, but more

than once a month

Once a month

Less than once a month, but more than once a year

Once a year

Less than once a year

First time I’ve made this trip

Regular trip to/from work 81 25 3 1 1 0 0 1 1Employer’s business 8 21 19 14 8 4 2 4 9Education 3 6 1 1 0 1 0 0 0Holiday 0 0 0 2 0 9 33 19 16Visiting friends or relations 3 15 25 34 42 36 19 19 13Shopping 1 12 25 18 24 18 8 11 8Leisure or entertainment 1 12 19 20 16 20 27 26 30Personal business 3 7 5 6 6 8 8 14 16Other 1 2 2 3 3 4 3 6 7Total 152 185 210 232 297 563 132 84 176

Women were more likely than men to be travelling to visit friends/ relatives (30% compared to 24%) whilst men were more than three times as likely to make business trips (15%) compared with women (4%).

Over four fifths (81%) of respondents travelling five or more days a week were travelling on their regular trip to or from work, and a further 8% were travelling for employer’s business. Respondents making the trip for the first time were most likely to be travelling for leisure/ entertainment (30%).

What was the main purpose of this trip? Prompted

What was the main purpose of this trip by frequency of making trip. Prompted 14

Most recent journey on the network Who respondents were travelling with

Close to a third of respondents were travelling on their own (31%) on their last journey. This varied by journey purpose: 79% of commuters were alone as were 66% of business travellers, while just 3% of those travelling for a holiday were alone.

Respondents travelling with other people were asked to indicate which age groups they were in. Just under three quarters (74%) were travelling with adults aged 18-64 years and 27% with those aged 65 years and over. Close to a fifth (17%) were travelling with young people (6-17 years) and 12% with those aged 5 and under.

On the last journey, 69% stated that they were the driver, 28% were passengers, and 3% shared the driving with someone else.

Base = 2039 (1 person could not remember)At the outset were you travelling...? Prompted

Base = 1406In which age groups were the other people travelling with you? Prompted, respondents could give more than one answer 15

Base = 2040Were you the driver, a passenger, or did you share the driving? Prompted

...on your own31%

...with other

people69%

Who were you travelling with?

12

17

74

27

0 20 40 60 80

0-5 years

6-17 years

18-64 years

65 or over

%

Age groups of people travelling with you.....

69

28

3

0 20 40 60 80

The driver

A passenger

Both (shared)

%

Were you the driver, a passenger, or did you share the driving?

Most recent journey on the networkInterruptions to the journey

During the last journey, one in ten (10%) respondents indicated that either they, or the driver, stopped to pick up or drop off passengers. This proportion was higher where the journey purpose was holiday (15%) and on longer journeys (12% of those between 100-199 miles).

On 14% of journeys the respondent/ driver had stopped to take a break. Respondents were most likely to take a break when the journey purpose was a holiday (46%), and least likely to when it was for education (7%), a regular trip to work or shopping (3% each). Taking a break varied by journey distance, with 56% doing so on trips of more than 100 miles and for trips over 200 miles this rose to 84%.

16

Base = 2039, 1 respondent did not knowDid you / the driver stop to pick up or drop off passengers? Unprompted

Base = 2040Did you stop to take a break at all on this journey? Unprompted

Yes10%

No90%

Whether stopped to pick up or drop off passengers

Yes14%

No86%

Whether took a break

Most recent journey on the network Distance travelled and journey planning

On their most recent journey, the average distance travelled by all respondents on their most recent journey was 47 miles (as in 2011/12), although half (51%) of journeys were 25 miles or fewer. Just over three fifths (63%) of respondents had travelled up to 40 miles on their most recent journey. One in ten respondents (10%) had travelled between 100 - 199 miles, and 3% had travelled 200 miles or more.

Respondents were asked if they used any items to plan their route before they set off. More than four fifths (83%) did not use anything to plan the route. Respondents who were travelling to/ from work (98%), shopping (94%) and for educational purposes (89%) were least likely to use items to plan their route compared to 69% who were travelling on employer’s business and 64% of those travelling on holiday.

Ninety four percent of respondents who made the journey once a week or more did not use anything to plan their route, compared to 51% who were making the journey for the first time.

Twelve percent of respondents used a Sat Nav or in-car navigation system and 2% each used a map/ atlas or used a website (AA Route finder (n=16), Google maps (n=14)).

Average Distance 47 milesMedian Distance 25 miles

17

Base = 2040Thinking about this journey, how many miles would you say you travelled one way? Unprompted

Base = 2040Did you use any of the following to plan your route before you set off? Prompted, respondents could give more than one answer

35

28

12 1210

3

0

10

20

30

40

Under 20 miles

20-39 miles

40-59 miles

60-99 miles

100-199 miles

200 miles or more

%

Distance travelled on last journey (one way)

83

12

2

2

1

1

*

0

0 20 40 60 80 100

None

Sat Nav/ in-car navigation

Map/Atlas

Website

Mobile phone with 3G or WAP

iPhone

BlackBerry/ iPAQ

Other

%

Items used to plan route before setting off

Most recent journey on the network RatingRespondents were asked, on a scale of 1 to 10, how they would rate their most recent journey; 1 being an extremely poor journey and 10 an extremely good journey. They were asked to provide separate scores for the section of the journey on local roads, motorways and trunk roads. It should be noted that this question is asked of respondents before they are asked specifically to cover aspects of their journey such as delays, roadworks, safety and information.

The most frequent score given for all roads was eight out of ten; over a quarter (27%) gave this score to local roads, 36% to motorways and 37% to trunk roads. Just 10% of respondents awarded the highest score of ten to local roads, while 14% gave this score to motorways and 12% gave trunk roads the maximum score.

Local roads attracted the greatest proportion of the minimum score of one (n=10), three respondents in Quarter 4 gave a minimum score of one for local roads and they commented “Lots of potholes, hedges overgrown then when cut leave a mess”, “Road markings are missing and faded. Poor road surface with potholes, Berkley Circle is always congested and poorly laid out” and “It took an hour”. Five respondents rated motorways as one, comments provided included “It was an absolutely terrible journey, the snow had come down quite quickly but there should have been more warning and the motorways should have been ploughed quicker” and “Volume of traffic very heavy and very slow speeds, we were diverted off the motorway on more than one occasion so we had a much longer more complicated journey than we should have had”. Four respondents rated trunk roads as one, but none of these were in Quarter 4

Where scores of ten were recorded, most comments reflected that there had been no problems on the journey, no delays and with traffic flowing freely.

Base = Local roads 2037 (3 missing), Motorways 1362 (3 Did not know), Trunk Roads 1203On a scale of 1 to 10, where 1 is an extremely poor journey and 10 is an extremely good journey, how would you rate your journey? Prompted

18

* 13

5

1012

20

27

1110

* 1 1 1 3

7

13

36

23

14

* 1 1 25

7

16

37

20

12

0

10

20

30

40

1 2 3 4 5 6 7 8 9 10

%

Rating of Roads on Most Recent Journey

Local Roads Motorways Trunk Roads

Most recent journey on the network RatingThe average scores given by respondents for motorways, 8.0 (8.1 in 2011/12) and trunk roads, 7.8 (8.0 in 2011/12) were higher than for local roads, 7.1 (7.1 in 2011/12).

In this report, scores of 1-6 are designated ‘poor’, scores of 7-8 represent average journeys and scores of 9 or 10, good journeys.

Thirteen percent of journeys on motorways were rated as ‘poor, and 38% rated as good. For trunk roads these proportions were 15% and 32% respectively, while for local roads, 31% were ‘poor’ and 21% ‘good’.

The condition of the road surface was the overwhelming comment made about local roads. Of those who scored local roads as poor, 30% mentioned poor surfaces and 38% specifically mentioned potholes. Just under two fifths (38%) said traffic congestion was the reason the journey was poor. Six percent of respondents mentioned roadworks, and 5% commented on narrow roads. A further 4% made a positive comment about local roads (these all scored 5 or 6).

Just 13% said the journey on the motorway was poor (n=183). Of these, 60% (n=110) said traffic was the cause, 23% (n=43) mentioned roadworks, and 7% mentioned poor road surfaces.

Of the 15% (n=186) of respondents who said the trunk roads on the journey were poor, 48% (n=89) said it was due to volume of traffic, 19% (n=35) said road surfaces were poor and 10% (n=18) mentioned roadworks.

On a scale of 1 to 10, where 1 is an extremely poor journey and 10 is an extremely good journey, how would you rate your journey? Prompted

Journey Rating

Local roads

(%)

Motorways (%)

Trunk roads

(%)

Poor (1 to 6) 31 13 15

Average (7-8) 47 49 53

Good (9-10) 21 38 32

Total 2037 1362 1203

Average Score

7.1 8.0 7.8

Average score 2011/12

7.1 8.1 8.0

19

For those journeys made wholly within one region, the average scores for each road type show that motorways in the East received the highest average score, 8.6, and trunk roads in the East, Yorkshire and the North East and the South West scored 7.9, higher than other regions.

The M25 had the lowest motorway score on average (7.4), and trunk roads in the North West had the lowest average score of 7.7.

Motorways 244 164 34 98 130 179 136Trunk Roads 38 234 0 223 175 177 231

8.0 8.1

7.4

8.6

7.98.2

8.07.7 7.8 7.9 7.9 7.9 7.8

6.0

6.5

7.0

7.5

8.0

8.5

9.0

North West Midlands M25 East South West Yorkshire and the North

East

South East

Scores by Region (Travelled in one region only)


Most recent journey on the networkComparison with previous journeys

20

38 respondents did not know, 185 respondents were making the trip for the first timeWould you say the journey was better, worse or about the same as other times you have made that journey? Prompted

Total (%)

Purpose of trip (%)Regular trip to or from

workEmployer’s business Education Holiday

Visiting friends or relations Shopping



Better 19 9 16 11 25 25 17 18 19 22About the same 72 82 73 81 63 65 79 76 72 55Worse 9 9 11 7 13 11 4 6 9 22Total 1817 184 169 27 110 522 305 321 121 58

Respondents who had made the journey before were asked how it compared to previous journeys. Almost three quarters (72%) stated that it was about the same, just under a fifth (19%) felt it was better, and 9% thought it was worse.

Of those respondents travelling on their regular trip to or from work, 82% felt that the journey was about the same as previous journeys and 9% each thought it was better or worse.

Most recent journey on the network Checking travel conditions – before the journeyJust 8% of respondents checked the travel conditions before they set off on their journey. Respondents travelling on employer’s business (15%) and for holiday (14%) were most likely to check travel conditions and those travelling on personal business (6%), on a regular trip to or from work (5%) and making shopping trips (2%) were least likely.

Higher proportions of respondents checked conditions where longer trips were being made; 22% of those travelling 200 miles or more made checks, compared to just 2% of those travelling less than 20 miles.

Base = 151Which of the following did you use to check the travel conditions before you set off? Prompted, respondents could give more than one answer 21

Of those who checked the travel conditions before travelling, less than a third used the radio (28%), and 24% used Sat Nav. Close to a third (30%) used a website; including the BBC (n=14), the AA (n=12), Google maps (n=6), the Highways Agency website (n=5), the RAC (n=3) and an unspecified weather website (n=1).

The proportion of respondents using Sat Nav to check conditions has decreased from 38% in Quarter 1 to 15% in Quarter 4 (2012/13).

Checked travel conditions?

Total (%)

Purpose of trip (%)

Regular trip to or from

work

Employer’s business Education Holiday

Visiting friends or relations Shopping



Yes 8 5 15 12 14 7 2 7 6 13No 92 95 85 88 86 93 98 93 94 87Base 2005 185 195 25 138 543 318 381 150 70

Base = 112 40 34 37 40 151

35 did not know / could not remember

30

28

24

17

5

5

0

0

3

0 5 10 15 20 25 30 35

Website

Radio


Television

iPhone


Telephone information line

BlackBerry/ iPAQ

Other

%

Which of the following did you use to check travel conditions before you set off?

24

1519

24

38

29

0

10

20

30

40

2012/13 (Total)

Quarter 4Quarter 3Quarter 2Quarter 12011/12

%

Used Sat Nav to check travel conditions before you set off?

Most recent journey on the network Checking travel conditions – during the journey

22

Base = 562 All who had checked travel conditions during the journeyDid you use any of the following to check the travel conditions during the journey? Prompted, respondents could give more than one answer

Just over one quarter (28%) of respondents checked travel conditions during their journey. Of those respondents who had planned their route prior to travel, this figure rose to 51%, and of those who checked travel conditions before setting off, 77% also checked during the journey.

Half (50%) of those travelling over 200 miles made checks as did 46% of those travelling more than 100 miles, compared to just 13% of those travelling less than 20 miles.

Two fifths (40%) of those who said it was extremely important that they arrived at the time they expected, checked travel conditions during the journey.

Of those who had checked travel conditions during the journey, the most used source of information to check travel conditions was traffic updates on the radio (75%), 23% sought information via variable message signs and 19% checked for updates via their Sat Nav/ in-car navigation system.

75

23

19

2

2

1

1

0 20 40 60 80

Traf f ic updates on the radio

Variable Message Signs


iPhone


BlackBerry/ iPAQ

Other

%

Check travel conditions during the journey?

Most recent journey on the network Importance of arriving at expected timeRespondents were asked how important it was that they arrived at the time they expected. Nine percent said it was extremely important, 10% said it was very important, and 19% fairly important. For commuters, 17% said extremely important, 31% very important and 32% not at all important. It was not at all important for 28% of respondents travelling on employer’s business, but was extremely important for 22%.

By region of residence, 57% of respondents in the North West said it was important what time they arrived, significantly higher than in all areas with the exception of the South West (46%). More than one quarter (26%) of respondents in the North West who said it was important they arrived on time were travelling to/from work (compared to 16% in the total sample).

Over three fifths (62%) of respondents stated that it was not at all important that they arrived at the time expected, the main reasons being that they were on a homeward journey (39%), they were in no rush or hurry (33%), or were on a shopping/ leisure trip (20%).

Base = 2039 (1 respondent did not know)How important was it to you that you arrived at the time you expected? 23

Why it was extremely / very important to arrive at the expected time

%

Appointment 29

On way to work 22

On work business 16Meeting friends / family - important to be there at set time

10

Leisure trip with start time (e.g. football match, theatre)

9

Flight or ferry to catch / going to airport

6


5


2

Meal time / restaurant booked 1

Other (specify) 11

Base 394

Why it was not at all important to arrive at the expected time

%

Homeward journey arrival time not important

39

No rush / hurry 33

Leisure / shopping trip 20

Didn't have to arrive at a set time 18

Meeting friends / family - not as important to be there at set time

12

No other plans 5

No appointment 2

Base 1267



9

10

19

62

0 20 40 60 80

Extremely important

Very important

Fairly important

Not at all important

%

Importance of arriving at the expected time

Most recent journey on the networkDeparture time and allowing for delays

24

Allow Extra time

Total (%)

Frequency of most recent journey (%)


2-4 days a week

Once a weekLess than

once a weekOnce a month

Less than once a month, more than

once a year

Once a year or less

First time I've made this trip

Yes 17 32 20 12 13 10 14 19 27No 83 68 80 88 87 90 86 81 73Base 2017 151 184 210 230 295 557 209 172

Almost a quarter (23%) of journeys commenced during the weekday peak periods (14% between 7:00 – 9:30 and 9% 16:00 – 18:30). Over half (53%) departed after 9:30 and before 16:00, including 35% travelling on a weekday and 18% during the weekend.

On their most recent journey, 17% of respondents allowed extra time in case of delays. The average extra time allowed for holiday travel was 34 minutes, but ranged from 5 minutes to eight hours and the second longest time was five hours.

Respondents were most likely to allow extra time for their most recent journey if it was made 5 or more days a week (32%), or if it was the first time they had made the trip (27%). Just over half (57%) of those who said that arriving on time was extremely important allowed extra time, as did 34% of those commuting, 19% of those travelling on employer’s business, and 21% of those travelling more than 200 miles.

Just 15% of respondents whose most recent journey was under 20 miles allowed extra time. Those who checked travel conditions before travelling allowed an average of 53 extra minutes (median = 30 minutes, includes one respondent allowing eight hours, and one allowing 5 hours) compared with 30 minutes (median 20 minutes) for those who did not. Those travelling on holiday allowed the most time, 80 minutes on average, while those travelling to work allowed 22 minutes. An average of 34 minutes extra time was allowed for first time journeys, compared to 20 minutes for those trips made 5 or more times a week.

Base = 2025 (15 respondents did not know)At what time did you set off? Unprompted

Base = 2017 (22 respondents did not know or could not remember, 1 refused)Did you allow extra time in case of delays on that journey?

14

35

9

4

4

5

18

6

3

1

0 10 20 30 40

07:00:00 to 09:30:00

09:31:00 to 15:59:00

16:00:00 to 18:30:00

18:31:00 to 23:59:00

00:00:00 to 06:59:00

07:00:00 to 09:30:00

09:31:00 to 15:59:00

16:00:00 to 18:30:00

18:31:00 to 23:59:00

00:00:00 to 06:59:00

Wee

kday

(M

ond

ay

to F

riday

)

Wee

kend

(S

atur

day

-S

und

ay)

%

Departure time

Most recent journey on the network Experience of delays

Just under a quarter (24%) of respondents experienced a delay on an Agency road during their most recent journey, with a further 6% being delayed on local roads.

Congestion/ volume of traffic was the main cause of delay (19% of all journeys), with 15% being delayed on Agency roads. Roadworks were the next main cause of delay (7% of respondents on Agency roads, and 2% on local roads).

Bad weather was blamed for 3% of delays on Agency roads – mostly due to heavy rain (n=48). Slow vehicles on Agency roads were blamed for just 1% of journeys.

Other delays were caused by respondents getting lost or going the wrong way (n=5) and speed restrictions/ cameras (n=5).

25

Base = 2040Did you experience any delays resulting from the following........? Prompted, respondents could give more than one answer

Base = 2012/13 Q1 506, Q2 510, Q3 512, Q4 506, Total 2012/13 2032 (8 respondents did not know), Total 2011/12 2058Did you experience any delays resulting from the following........? On which roads did this occur ? Prompted, respondents could give more than one answer

74 7265 67 70 73

6 49 6 6 6

20 24 27 27 24 21

0

20

40

60

80

100

Quarter 1 Quarter 2 Quarter 3 Quarter 4 2012/13 2011/12

%

Delayed on Journey

Delayed on Agency Road

Delayed on Local Road

Not Delayed

15

7

3

1

2

*

*

1

*

1

4

2

*

*

*

*

*

*

*

1

0 5 10 15 20 25

Congestion

Roadworks

Bad weather

Slow Vehicle

Accidents

Road closure

Diversion

Breakdown - other vehicle

Breakdown - own vehicle

Other Delay

%

Cause of delays

on Agency Roads

on Local Roads

Most recent journey on the network Experience of delays

The likelihood of being delayed increased with journey distance, with 37% of those travelling 100 miles or more being delayed, and 53% of those making journeys 200 miles or more, compared to just 18% making a journey of less than 20 miles.

A wide range of roads were mentioned where delays occurred: for roadworks, 30 people mentioned the M5, 20 the M4 and 15 the M1. Thirty eight people were delayed by congestion on the M4, 29 on the M1 and 23 on the M62. Seven people each were delayed by congestion on the A27 and the A5 and five were delayed on the A36.

Nine people recalled bad weather delaying them on the M6, and eight were delayed by accidents on the M5.

Those who were delayed on Agency roads were held up for an average of 23 minutes.

Respondents who were delayed by bad weather were most likely to be delayed for the longest amount of time (six hours and thirty minutes, n= 1 respondent). The average length of delay was longest for diversions (2 hour and 11 minutes).

Did you experience any delays resulting from the following........? Prompted, respondents could give more than one answer

Delay on Agency road experienced by distance travelled

26

Cause of Delay

Number of respondents

delayed

Minimum time for delay

(minutes)

Maximum time for delay (minutes)

Average delay time

(minutes)Volume of traffic / congestion 320 0 240 24Roadworks 163 0 240 26

Bad weather63 0 380 29

Accidents 33 0 240 61Slow vehicles (e.g. wide loads, tractors etc, not slow drivers)

26 0 120 21

Breakdown - other vehicle 15 0 120 40

Road closure 9 5 240 74

Diversions 6 20 240 131

Breakdown – own vehicle 1 30 30 30

Other 14 0 60 25

All 496 1 380 23

Delay on Agency road

Note: Results for Agency Roads Only

Delayed Overall

Less than 20 miles

20 to 39 miles

40 to 59 miles

60 to 99 miles

100 to 199 miles

200 miles or more

% % % % % % % No 76 82 80 69 72 63 47Yes 24 18 20 31 28 37 53Total 2040 723 563 241 243 212 58

Most recent journey on the network Impact and warnings of delaysThirteen percent of all respondents had been alerted to (warned of) possible delays on their most recent journey. Of those who were subsequently delayed on Agency roads, two fifths of respondents (40%) had been warned of delays.

Of those delayed by congestion on Agency roads, 39% had been alerted to it, and of these most were alerted via signage (general signs 11%, VMS 23% and overhead signs 33%). Of those delayed by roadworks on Agency roads, 57% had been alerted, and of these 47% were aware via a previous journey.

Respondents who had been delayed (on any road) were asked what the impact of the delay had been to them. Over a third (35%) stated that it did not matter or bother them and 31% said there was no impact. The delay had been inconvenient for 15% of respondents and 13% were frustrated by experiencing the delay. A tenth had been late generally (10%), with a further 1% being late for work

Those who had been warned of possible delays were asked how they had been alerted. Two fifths (40%) had been alerted through making a previous journey, just over a fifth (22%) via overhead signs and 18% via variable message signs. Fourteen percent of respondents had been alerted via the radio.

Base = 620 (all who were delayed, on any road) What was the impact of this delay to you? Unprompted, respondents could give more than one answer

27

Base = All respondents 2032 , Delayed 496, Not delayed 1536, 50 respondents did not know if they were delayed, 8 did not know where delay occurredHad you been alerted to (warned of) possible delays? Unprompted

Base = 249How had you been alerted to (warned of) possible delays? Unprompted, respondents could give more than one answer

35

31

15

13

10

9

7

1

4

0 10 20 30 40

Did not matter/ bother me

None/ no impact

Inconvenient

Frustration

Arrived late - general

Annoyed

Stressed

Arrived late for work

Other

%

Impact of delay

13

40

3

87

58

94

0

20

40

60

80

100

All respondents Delayed on Agency roads

Not delayed

%

Had you been alerted to possible delays?

Yes No

40

22

18

14

12

4

2

8

0 5 10 15 20 25 30 35 40 45

Previous Journey

Overhead signs

Variable Message Signs

Radio

Signs (general)

In-car navigation system

Internet

Other

%

How had you been alerted to possible delays?

Most recent journey on the network Satisfaction with journey time

Just under two thirds of respondents stated that they felt very satisfied with the journey time on motorways (65%) and 59% on trunk roads, on their most recent journey. Twenty three percent of respondents felt fairly satisfied with their journey time on motorways and 31% on trunk roads.

Reasons for feeling satisfied included:

“A good journey, no delays as the roadworks near the M1 and M25 Junction have been completed”

“There were no traffic jams and no accidents, the motorway was clear”

“Good, by then the traffic had dispersed and was moving freely”

“The traffic flowed well and I wasn’t pressurised into driving faster or slower than I wanted”

Base = Motorways (1357, 8 respondents did not know), Trunk Roads (1193, 11 respondents did not know)How satisfied or dissatisfied would you say you were with the journey time for the section of the journey that was on motorways / trunk roads? Prompted 28

Seven percent of respondents were dissatisfied with journey time on motorways, and 4% on trunk roads, but where delays were experienced, the proportions who were dissatisfied increased to 22% for motorways and 17% for trunk roads.

Reasons for feeling dissatisfied included:

“I was dissatisfied because it shouldn't have happened, the stone should not have been on the motorway to be thrown up and crack my windscreen”

“Delays on the A66 of up to an hour due to ongoing roadworks, widening the road and resurfacing with speed restrictions in place”

“So slow, it was hard work, the roads are not designed for the volume of traffic”

“There was a couple of sets of roadworks and at one of them nobody was working, they should either have people working on them or open the lanes for use of traffic”

“The snow reduced us to a standstill for hours and I think the Highways Agency could have had that motorway cleared”

Delayed on Agency RoadsMotorway

%Trunk Road

%

Very satisfied 24 28

Fairly satisfied 40 44

Neither satisfied nor dissatisfied 14 12

Fairly dissatisfied 17 13

Very dissatisfied 5 4

Base 390 280

Satisfaction Where Delayed on Agency Road

1

3

6

31

59

2

5

5

23

65

0 10 20 30 40 50 60 70

Very dissatisf ied

Fairly dissatisf ied

Neither satisf ied nor dissatisf ied

Fairly satisf ied

Very satisf ied

%

Satisfaction with Journey Time

Motorways

Trunk Roads

Most recent journey on the network Experience of roadworks

Base = 2012/13 Q1 461 (45 respondents did not know), Q2 469 (43 respondents did not know), Q3 467 (49 respondents did not know, Q4 460 (46 respondents did not know), Total 2012/13 1857 (183 respondents did not know, Total 2011/12 1850 (208 respondents did not know)Did you pass any roadworks? Unprompted

29

Just 1% had planned their journey to avoid roadworks.

A quarter (25%) of respondents, who could remember, passed roadworks on their most recent journey (on any road type); 9% could not remember.

Of those who said they passed roadworks, 43% did so on local roads, 51% on motorways, and 22% on trunk roads. A greater proportion of respondents in 2012/13 have witnessed roadworks on local roads compared with 2011/12 (43% compared with 26%). Fewer respondents had witnessed roadworks on trunk roads (22%) in 2012/13 compared to 2011/12 (31%), but more had witnessed them on motorways (51% compared to 49%).

Overall, only 12% of all respondents had passed roadworks on motorways and 5% on trunk roads. Only those who passed them on Agency roads were asked the remaining questions on roadworks.

Base = Total 2012/13 462, Total 2011/12 488On which roads did you see roadworks? Base all who passed roadworks. Respondents could give more than one answer) Unprompted

24 21 25 29 25 26

76 79 75 71 75 74

0

20

40

60

80

100

Quarter 1 Quarter 2 Quarter 3 Quarter 4 Total 2012/13

Total 2011/12

%

Whether passed any roadworks

No

Yes

22

5143

31

49

26

0

20

40

60

80

100

Trunk Roads Motorways Local Roads

%

On which roads (any) did you see roadworks

2012/13 2011/12


Base = 2012/13 Q1 69, Q2 69, Q3 56, Q4 97, Total 2012/13 291 (5 respondents did not know), Total 2011/12 366Thinking about the roadworks you saw on the motorways / trunk roads, did you know about these in advance of your trip? Unprompted

Base = 170How had you first found out about these roadworks? Unprompted, respondents could give more than one answer

Base = 296Were any of the following at the roadworks? Prompted, respondents could give more than one answer

Respondents who travelled through roadworks on motorways/ trunk roads on their most recent journey were asked if they knew about them in advance of their trip. Almost three fifths (58%) said they had been aware and 42% had not. The proportion of respondents finding out about roadworks in advance has increased compared to 2011/12 (58% compared to 54%).

Respondents who were aware of the roadworks in advance of their most recent trip were asked how they had initially become aware of them. Most respondents had only become aware of the roadworks by driving through them (72%). Eleven percent had found out about them via a road sign, 8% through word of mouth and 3% via the Internet.

Respondents were asked what measures were in place at the roadworks. Seventy three percent noted that there were speed restrictions, 40% had noticed narrow lanes and 33% had noticed closed lanes. Ten percent had noticed contra flow lanes and 9% did not notice any of these measures.

30

59 58 54 61 58 54

41 42 46 39 42 46

0

20

40

60

80

100


Total 2011/12

%

Knew about roadworks in advance of trip?

Yes No

73

40

33

10

9

2

0 20 40 60 80

Speed restrictions

Narrowed lanes

Closed lanes

Contra f low lanes

None of these

Don't know

%

Measures in place at the roadworks

72

11

8

3

2

1

4

0 20 40 60 80 100

Drove through them

Road sign

Word of mouth

Internet

Radio

Leaf lets

Other

%

How had you first found out about the roadworks?


Base = 2012/13 Q1 67, Q2 69, Q3 55, Q4 90, Total 2012/13 281 (15 respondents did not know), Total 2011/12 348 (2 respondents did not know) Did you see any work being carried out at the roadworks? Unprompted

Base = 2012/13 Q1 32, Q2 34, Q3 32, Q4 55, Total 2012/13 153 (11 respondents did not know), Total 2011/12 168 (2 respondents did not know)Saw No Work - Did you expect to see any work being carried out at the roadworks? Unprompted

Base = Expected (65) Not Expected (88)Why did you / didn’t you expect to see work being carried out at the roadworks? Unprompted, respondents could give more than one answer

31

Forty two percent of respondents said they had seen work being carried out at the roadworks.

Of those people who did not see work being carried out at the roadworks, over two fifths (42%) stated that they expected work to be carried out at the roadworks, the remainder did not.

Where no work had been observed but had been expected, 32 said this was because of the speed restrictions in place and 27 said this was because of the closed lanes. Twenty respondents stated it was due to the time of day and 12 due to the day of the week they were travelling.

Of those saying that they didn’t expect work to be carried out at the roadworks, 38 stated it was because of the time of day they were travelling, and 37 stated it was due to the day of the week.

Nine respondents stated that they had never seen anybody carrying out work at the roadworks so they no longer expected to see work taking place.

Other reasons given for not seeing work included:

“Christmas bank holiday”

“Due to the bad rain”

“Seemed to be finishing and tidying up”

49 45 38 36 42 47

51 55 62 64 58 53

0

20

40

60

80

100


Total 2011/12

%

Saw work being carried out at the roadworks

No

Yes

44 47 44 38 42 38

56 53 56 62 58 62

0

20

40

60

80

100

Quarter 1

Quarter 2

Quarter 3

Quarter 4

Total 2012/13

Total 2011/12

%

Expect to see work carried out

No

Yes

2032

2712

43738

96

14

0 5 10 15 20 25 30 35 40

Time of day I was travellingBecause of the speed restrictions

Because of the closed lanes Day of the week I was travelling

OtherDay of the week I was travelling

Time of day I was travellingI never see anybody carrying out workSign explained why no work going on

Other

Exp

ecte

dN

ot e

xpec

ted

Frequency (n)

Reasons expected / did not expect to see work taking place at the roadworks


Base = 2012/13 Q1 47, Q2 37, Q3 31, Q4 54, Total 2012/13 169 (128 respondents did not know), Total 2011/12 236 (22 respondents did not know) Was there a sign explaining why there were roadworks? Unprompted

Base = 2012/13 Q1 24, Q2 23, Q3 14, Q4 29, Total 2012/13 90 (6 respondents did not know), Total 2011/12 136 (2 respondents did not know)Were you able to read this sign? Unprompted

Base = Motorways (223, 10 respondents did not know), Trunk Roads (92, 10 respondents did not know)Thinking about this journey, how satisfied or dissatisfied were you with the Highways Agency management of roadworks for the section of the journey on motorways / trunk roads? Prompted

Of those who had encountered roadworks, over two fifths (43%) could not remember if there had been signs explaining why there were roadworks. Of those who could recall, close to three fifths (57%) said there was a sign.

Of the 96 respondents who saw a sign explaining why there were roadworks, most (n=88) were able to read this sign; two could not and six did not know.

Respondents were asked to specify how satisfied or dissatisfied they were with the Agency’s management of the roadworks.

Just over three in ten respondents (31%, n=70) were very satisfied for motorways, with sixteen respondents (17%) very satisfied for trunk roads. Seventy nine respondents (35%) were fairly satisfied for motorways, and forty three respondents (47%) for trunk roads. Reasons included:

“I drove straight through them at 50mph with no delays”

“No hold ups, we were told how long it would be to the next junction and it was accurate”

“There was advanced notice and there was a sign explaining what they were doing”

Thirty eight people were dissatisfied with the management of roadworks on motorways and eight people on trunk roads. Reasons included:

“The roadworks along the M4 up to the M5 have been there far too long and are now becoming a nuisance to regular commuters like myself”

“There was no reason why there were roadworks, nobody working, average speed checks, it’s very frustrating”

“The slip road on to A1(M) was closed for a while with no explanation and it was taking a long time to fix”

“They need more people and to do repairs quicker”

Figures should be treated with caution as the base is low. Only those respondents who had travelled through roadworks answered these

questions.32

55 6545

59 57 59

45 3555

41 43 41

0

20

40

60

80

100

Quarter 1

Quarter 2

Quarter 3

Quarter 4

Total 2012/13

Total 2011/12

%

Sign explaining why there were roadworks?

No

Yes

24 23 14 27

88

132

0 00

2

2

4

020406080

100120140

Quarter 1

Quarter 2

Quarter 3

Quarter 4

Total 2012/13

Total 2011/12

Fre

qu

en

cy (n

)

Able to read sign?

No

Yes

2

7

27

47

17

1

16

16

35

31

0 10 20 30 40 50

Very dissatisf ied



Fairly satisf ied

Very Satisf ied

%

Satisfaction with Management of Roadworks

Motorways Trunk roads

Most recent journey on the network Safety

Base = Motorways (1355, 8 did not know) Trunk Roads (1195, 7 did not know)How safe did you feel when travelling on motorways / trunk roads? Prompted 33

Two percent each felt ‘a bit unsafe’ on both motorways and on trunk roads with 1% of respondents each saying they felt ‘very unsafe’.

Reasons for feeling ‘unsafe’ included:

“Other cars speed and come up fast towards you and I find it horrendous on the road”

“After the tyre incident between the lane ruts and the lorries weaving in and out and the water flooding various point, I was glad to get home”

“The behaviour of traffic entering and leaving junctions can be so unpredictable”

“The car was thrown all over the place because of the hills, people slow down to look at the surroundings and it is stop start a lot”

1

2

3

36

58

1

2

2

30

64

0 20 40 60 80

Very unsafe

A bit unsafe

Neither safe nor unsafe

Fairly safe

Very safe

%

How safe felt on last journey

Motorways

Trunk Roads

Most recent journey on the networkPoor driving

Two fifths (40%) of respondents said they experienced poor driving on Agency roads whilst on their most recent journey. A further 1% had experienced poor driving on only the local roads used on the trip. The following refer to Agency roads only.

The most frequently mentioned type of poor driving was speeding, reported by 16% of respondents. A wide range of roads were mentioned where this took place, with the M5 (n=51) receiving most comments, followed by the M4 (n=40). The trunk roads where speeding was mentioned most were the A47 (n=8), the A38 and the A303 (both n=9). Speeding was more likely to be mentioned for motorways than trunk roads (n=260 for motorways, n=120 for trunk roads).

Ten percent of respondents reported poor overtaking, with the M4 (n=26) and the M5 (n=24) being the most frequently mentioned roads. Eleven respondents reported poor overtaking on the A47, eight on the A303 and six each on the A38, the A30 and the A14. Poor overtaking was more prevalent on motorways than trunk roads (n=137 and n=92 respectively).

Being cut up by other drivers was reported by 9% of respondents, with 24 respondents stating this was on the M1, fourteen each reporting it on the M5 and the M25, and it being close to twice as likely on motorways (n=137) than trunk roads (n=69). Lane jumping was also widespread across many roads (8%).

Tailgating was mentioned by 7% of respondents, and respondents reported this occurring on the M1 (n=17), the M25 (n=11) and also the M5 (n=11).

Not signalling (6%) was more likely on motorways (n=76) than trunk roads (n=54) and lane hogging again mentioned by 5% of respondents, was more than four times as likely on motorways (n=111) than trunk roads (n=23).

Other types of poor driving mentioned included:

“A lorry coming down a slip road on to the motorway and totally disregarded the lane markings and just drove straight on to motorway”

“Doddery drivers who take their time to turn”

“Driving fast in wet conditions”

“Flashing and beeping”

“Some people having lights that are not working”

Types of poor driving experienced by road users (%)

Speeding 16

Poor overtaking 10

Drivers cutting me up 9Lane jumping 8Tailgating 7Not signalling 6Lane hogging 5Undertaking 5Drivers using mobile phones 3

Slow driving 2

Sudden braking 2

Unobservant 2

Intimidation 1

Base 2040

Base = 2012/13 1923 (117 respondents did not know) 2011/12 1975 (83 respondents did not know)Did you experience any poor driving by other road users on that journey? Unprompted

34

What types of poor driving did you experience? Unprompted, respondents could give more than one answer. Responses given by 1% of respondents or more included

40 37

60 63

0

20

40

60

80

100

2012/13 2011/12

%

Experienced poor driving on Agency roads on most recent journey

No

Yes

Most recent journey on the network Poor driving

Almost half (47%) of respondents who had experienced poor driving on Agency roads stated that this had made them feel angry or annoyed. One fifth (20%) stated it made them feel worried or concerned, 19% were frustrated and 14% said it made them feel unsafe.

Twenty percent said they were not bothered by poor driving.

As people may have mentioned more than one type of poor driving, the association between type of driving observed and the response to it cannot be defined, but is indicative.

The type of poor driving that most caused people to be angry was lane hogging (54%), though this did not make them feel particularly frightened (5%), unsafe (9%) or concerned (16%).

35

Base = 766 (3 respondents did not know) Unprompted, respondents could give more than one answerHow did this make you feel?

Other types of driving causing annoyance were tailgating (53%), drivers using mobile phones or being cut up (both 51%) and lane jumping (49%).

Speeding was the most often mentioned type of poor driving, and over two fifths of those who mentioned speeding were angry/ annoyed by it (44%), just under a quarter (24%) were worried by it, and under a fifth felt unsafe (16%). However, 23% were not bothered by it.

Poor overtaking caused 43% of respondents affected to feel angry/annoyed, 27% were worried/ concerned, whilst 18% felt unsafe by it.

Tailgating caused relatively high levels of concern and feeling unsafe, 28% and 29% respectively where experienced. Note: Highest proportions shown in red, lowest in green

Type of Poor Driving Angry / annoyed Frustrated

Did not bother me

Worried / concerned Unsafe Frightened Base(Row %)

Speeding 44 12 23 24 16 9 336Poor overtaking 43 17 22 27 18 12 201Drivers cutting me up 51 23 11 17 14 12 173Lane jumping 49 19 22 18 15 7 176Tailgating 53 22 11 28 29 8 148Not signalling 45 20 18 14 17 8 114Lane hogging 54 42 9 16 9 5 108Slow driving 32 50 14 20 16 5 44Undertaking 46 28 11 29 24 7 107Drivers using mobile phones 51 42 9 23 18 9 65Sudden braking 28 17 28 26 21 11 47Unobservant 38 18 15 40 13 15 40

47

20

20

19

14

8

5

0 10 20 30 40 50

Angry / annoyed

Worried / concerned

Did not bother me

Frustrated

Unsafe

Frightened

Other

%

How poor driving on Agency roads made them feel

Most recent journey on the network - general upkeep and litter

Base = Motorways 1291 (73 respondents did not know) Trunk Roads 1157 (45 respondents did not know) Thinking about this journey, how satisfied or dissatisfied are you with the general upkeep of the motorways / trunk roads? Prompted

Respondents were asked how satisfied or dissatisfied they were with the general upkeep of motorways and trunk roads on their most recent journey. This includes things such as keeping it clear of debris (and litter on motorways), and the general quality of the infrastructure, e.g. road surface, lighting, verges etc.

Close to three fifths were very satisfied with the general upkeep of motorways (58%), 46% were very satisfied with trunk roads; close to two fifths were fairly satisfied with motorways (36%) and over two fifths were fairly satisfied with trunk roads (42%). Reasons included:

36

Less than five percent of respondents were either very (1%) or fairly (4%) dissatisfied with the general upkeep of trunk roads. One percent each were fairly or very dissatisfied with the upkeep of motorways. Reasons included:

“The road for many miles is heavily ridged in the slow lane. It starts at the cross over the M4 to the turn off for Gloucester Docks”“I think that the surfaces are very rough and both the M4 and the M25 are showing signs of wear and tear, there are lots of potholes”“The roads are terrible, it damages your car wheels, you have to pay out yourself”“As the grass isn’t kept either side, concrete road surface, people working on roads and it is poorly lit”“The road surfaces are in need of repair, lighting needs to be switched on. The whole areas around the road need tidying up and more care taken of the area in general”

Motorways

“Overall I think the motorways are first class especially with how much they are used”“The tree planting makes it better and that helps with pollution, the verges are clean and tidy too”“They are doing their best to improve the road quality”“Even with the amount of traffic I think the motorways are well looked after”

Trunk roads

“It’s all pretty good, we have never experience any problems, you see people out picking up rubbish and the surface is always good”“They seem to have improved the surface noise by planning it so it’s now a better drive”“A very good road (A417 / A419), a pleasure to drive on it”“It’s a good road since its been taken off North Tyneside Council (A19)”

1

4

7

42

46

1

1

4

36

58

0 20 40 60 80

Very dissatisf ied



Fairly satisf ied

Very satisf ied

%

Satisfaction with General Upkeep

Motorways

Trunk Roads

Most recent journey on the network General upkeep and litter

Base = 2012/13 Q1 Motorways 324, Trunk roads 314, Can’t remember 39, Q2 Motorways 351, Trunk roads 296, Can’t remember 27, Q3 Motorways 353, Trunk roads 293, Can’t remember 51, Q4 Motorways 338, Trunk roads 301, Can’t remember 51, Total 2012/13 Motorways 1366, Trunk roads 1204, Can’t remember 168, Total 2011/12 Motorways 1689, Trunk roads 1738, Can’t remember 2028 Did you notice any litter on the motorways / trunk roads? Prompted, respondents could give more than one answer

Base = Motorways 176, Trunk Roads 174How did this make you feel? Unprompted, respondents could give more than one answer 37

Respondents were asked whether or not they noticed any litter on the motorways or trunk roads on their most recent journey, for example on the carriageways, verges or central reservations. Fourteen percent noticed litter on trunk roads, and 13% noticed litter on motorways. Eight percent of respondents could not remember seeing litter on their last journey on an Agency road. The proportion seeing litter on Agency roads has increased since 2011/12.

Less than three fifths (59%) of those respondents who had seen litter on motorways said that they had felt angry/ annoyed by this, and just under half (49%) who had seen litter on trunk roads were annoyed. Eleven percent were not bothered by litter on motorways, and 16% were not bothered by litter on trunk roads. Other comments about litter seen included:

“Bewildered at the slovenliness of people who do it”

“I don't like it, I always think its a shame that people are so thoughtless throwing things out”

“I wonder why the drivers leave it and why it hasn't been tidied up”

15

10 10

17

13

8

1614

13

1514

108

5

10 108

6

0

5

10

15

20

Quarter 1 Quarter 2 Quarter 3 Quarter 4 Total 2012/13 Total 2011/12

%

Did you notice litter on the motorways or trunk roads?

Yes - motorways

Yes - trunk roads

Can't remember

59

37

11

4

7

49

47

16

5

10

0 10 20 30 40 50 60 70

Angry/annoyed

Irritated

Did not bother me

Worried/ concerned/ unsafe

Other

%

How litter made them feel

Motorway

Trunk Road

Most recent journey on the networkInformed travellers

Base = Motorways 1210 (154 did not know), Trunk roads 1046 (156 did not know)How satisfied or dissatisfied are you with the road signs you saw on the motorways (VMS and static) / trunk roads? Prompted

Respondents were asked how satisfied or dissatisfied they were with the road signs they saw on the motorways and trunk roads on their most recent journey.

Over two thirds of respondents were very satisfied with road signs on motorways (70%) with just under three fifths being very satisfied with the road signs on trunk roads (59%). Close to a third were fairly satisfied with signs on trunk roads (31%) with almost a quarter fairly satisfied on motorways (23%). Reasons included:

“All easy to see and places well sign posted and also give you notice well in advance”

“They are as good as it can get it can be a confusing with a number of roads meeting, there’s a lot things going on you have to take a lot in very quickly”

“Well lit, they said exactly what it meant, they were not misleading”

“They kept us informed and although we were stuck there, we did know what was going on” “British road signs are excellent”

“They are where they need to be and placed in good locations” “I think they are first class”

“They were very readable and the electronic ones gave you prior notice of anything” “The display is perfect, you can’t get confused”

“I am still a little unsure of the route so still grateful for the signs”

38

One percent each of respondents were fairly dissatisfied with road signs on motorways and trunk roads. Less than 1% of respondents stated that they were very dissatisfied with the road signs on motorways and trunk roads. Reasons included:

“It had a road sign to go off to the Metro Centre but it wasn’t that turning, it was the next one”

“The sign for Gatwick southbound on the M23 is very late and I almost missed the turning. There was another sign in front but there was a lorry and I almost missed the turning”

“They warned of severe weather and there wasn't any. They told us the M6 toll was clear but no information about the M6, they should tell you the full picture so you can make an informed decision about which road to take”

“A 50mph sign came on and there didn’t seem to be a reason for it”

*

1

8

31

59

*

1

6

23

70

0 20 40 60 80

Very dissatisf ied



Fairly satisf ied

Very satisf ied

%

Satisfaction with Road Signs


Most recent journey on the network Informed travellers

Base = 2012/13 Q1 429 (77 respondents did not know), Q2 439 (73 respondents did not know), Q3 433 (83 respondents did not know), Q4 441 (65 respondents did not know), Total 2012/13 1742 (297 respondents did not know, 1 refused),Total 2011/12 1802 (256 respondents did not know) Did you see any variable message signs above or next to the road? Prompted

Base = 2012/13 Q1 84 (39 respondents did not know), Q2 205 (43 respondents did not know), Q3 205 (26 respondents did not know), Q4 186 (29 respondents did not know), Total 2012/13 780 (137 respondents did not know), Total 2011/12 820 (88 respondents did not know) Were any messages displayed? Unprompted

39

Fifteen percent were unable to recall whether they saw Variable Message Signs (VMS) on their most recent journey. Of those who did remember, just over half (53%) said they had seen them. Seventy seven percent of respondents who used both a motorway and a trunk road on their last journey remembered seeing a VMS. Only 16% of respondents who just used a trunk road saw a VMS while 68% of those who just used a motorway saw a VMS.

The likelihood of seeing VMS generally increases with journey distance, with 86% of those travelling 200 miles or more, and 83% of those travelling 100 to 199 miles recalling seeing a VMS compared to just 30% of those travelling less than 20 miles. They were more likely to be seen by drivers (54%) than by passengers (47%).

Over three quarters (77%) of respondents who saw variable message signs stated that messages were displayed on them.

The majority of respondents (98%) who saw a variable message sign, with no message displayed, thought a message was not needed as there were no problems on the network, whilst 2% thought it meant the signs were broken. One respondent assumed the VMS was new and not yet operational.

52 56 53 49 53 50

48 44 47 51 47 50

0

20

40

60

80

100


Total 2011/12

%

Saw VMS on most recent journey

No

Yes72 74

84 80 77 77

28 2616 20 23 23

0

20

40

60

80

100


Total 2011/12

%

Message displayed on VMS?

No

Yes


40

Respondents who had seen VMS on their most recent journey were asked if they could provide an example of the type of signs they had seen. A wide range of responses were given, with the most frequently mentioned being Travel Time VMS showing time and distance to a destination (23%) and campaign safety messages (12%) such as ‘Tiredness kills/ Have a break/ Don't drive tired’, ‘Think biker think bike’ and ‘Don't drink and drive’.

Eleven percent of respondents who saw messages recalled speed restriction/ advice messages. Signs relating to upcoming traffic congestion were recalled by almost one quarter of respondents (22%), including 8% seeing signs for queues ahead, 8% recalled signs highlighting that there was congestion ahead, and 6% for delays ahead.

A quarter (25%) of respondents said the information on the VMS was very helpful to their journey. A further 31% said the information was fairly helpful. Just 5% said the information was fairly unhelpful and 8% not at all helpful. Just under three quarters (73%) found Travel Time VMS helpful.

More than three fifths (65%) of respondents who saw speed restriction advice messages found them to be helpful, and more than half for messages about queues ahead (51%). More than two thirds (69%) found messages on congestion ahead helpful.

Base = 587 (16 respondents did not know)Was the information on the VMS helpful to your journey? Prompted.

Seen (%)

Helpful(% )

Unhelpful(% )

Travel Time VMS 23 73 7Tiredness kills/ Have a break/Don't drive tired 5 14 11

Don't drink and drive 4 19 24

Get ready for winter 2 0 50

Speed restriction / advice 11 65 11

Queue ahead/ likely 8 51 19

Congestion ahead 8 69 11

Delays ahead 6 35 15

Roadworks ahead 4 77 5

Accident ahead 3 53 33

Junction / road closed 3 45 10

Slow Down 2 79 7

Olympic related 2 0 55

Water on road / slippery conditions 2 92 0

Severe weather warning 2 54 23

Other 14

Base 58023 respondents could not recall the sign seen on their most recent journey.Percentage helpful/unhelpful by sign are calculated on low base numbers

8

5

31

31

25

0 10 20 30 40

Not at all helpful

Fairly unhelpful

Neither helpful nor unhelpful

Fairly helpful

Very helpful

%

Helpfulness of VMS


Base = 603Did you make any changes to your journey or driving style/behaviour because of the information on VMS? Unprompted, respondents could give more than one answer

41

Less than three quarters of respondents did not make any changes to their journey because of the information on the VMS (73%). Over a fifth (21%) slowed down while 8% drove more cautiously and just 1% took a different route.

The majority of the respondents who had seen Travel Time VMS did not make changes to their behaviour, with two driving more cautiously. No changes were made by respondents who saw campaign VMS messages regarding Tiredness kills/ have a break or Don’t drink and drive.

The majority of respondents who saw a speed restriction slowed down (n=36), seven drove more cautiously and one took a different route. However 25 made no changes.

Twenty three respondents who saw warnings of queues ahead slowed down, as did 21 who saw VMS warning them of congestion ahead.

Base: 136 (TTVMS), 66 (Speed restrictions), 47 (Queues), 45 (Congestion), 36 (Delays), 28 (Tiredness), 22 Roadworks, 21 (Don’t drink and drive), 15 Accident ahead

73

21

8

1

*

*

2

0 20 40 60 80

No changes made

Slowed down

Drove more cautiously

Took a dif ferent route

Sought further information about my journey

Unplanned stop/took a break

Other

%

Changes made to the journey because of VMS

13325

2218

3228

1321

7

1

11

11

3623

211

8

7

27

87

1

2

4

1

72

0 20 40 60 80 100 120 140

Travel Time VMSSpeed restriction/ advice

Queue ahead / likelyCongestion ahead

Delays aheadTiredness kills/ Have a break/Don't drive tired

Roadworks aheadDon't drink and drive

Accident ahead

n

VMS seen and changes made to the journey

No changes made Took a different route Unplanned stop/ took a break

Sought further information about my journey Slowed down Drove more cautiously

Other

Attitude to VMS

42

Twelve percent of respondents were unable to say how accurate they found VMS to be. Of those who gave an opinion, 67% found them mostly accurate and a further 8% believed them to be completely accurate.

Just 5% thought they were mostly inaccurate and only five respondents (less than 1%) found them to be completely inaccurate. The proportion who thought they were inaccurate was higher amongst people who drove more than 30,000 miles per year (17%), and those who drove on business (8%).

Base = Total 2012/13 1799 (241 respondents did not know), Total 2011/12 1716 (341 respondents did not know, 1 refused)Thinking about the messages you see on VMS in general, how accurate do you find them? Prompted

Respondents were asked whether the messages they see currently, compared to 12 months ago, are better, worse or about the same. Less than one in ten (8%) gave no opinion (did not know).

Of those who responded, two thirds (68%) thought they were about the same while less than a fifth, 19% thought they were better. Just 1% thought they were worse.

Eleven percent had not seen VMS recently.

Base = Total 2012/13 1871 (169 respondents did not know), Total 2011/12 1848 (209 respondents did not know, 1 refused)Thinking about the messages you see on VMS nowadays, compared to 12 months ago, do you think the messages are better, worse, or about the same? Prompted

8

67

21

5

*

6

67

20

4

*

0 20 40 60 80

Completely accurate

Mostly accurate

Equally accurate / inaccurate

Mostly inaccurate

Completely inaccurate

%

Accuracy of VMS

Total 2012/13 Total 2011/12

19

1

68

11

23

1

66

10

0 20 40 60 80

Better

Worse

About the same

Have not seen VMS recently/ within 12 months

%

Messages on VMS compared to 12 months ago

Total 2012/13 Total 2011/12

Attitude to VMS

43

Respondents were asked to choose the most important type of message to be displayed on VMS by choosing up to three messages in order of preference.

The most important message type was warnings of ‘accidents ahead’, ranked first by just over one third (36%) of respondents, and second and third by around one fifth of respondents (21% and 18% respectively).

‘Warnings of queues’, and ‘warnings of delays ahead’ were also ranked highly, being the first choice for 28% and 21% respondents respectively.

The least important message types were information about future events. Only 110 respondents thought that these were in the top three types of message, with just seven ranking it first.

Respondents were asked whether VMS should be used for any purposes other than traffic or safety campaign messages. Only 4% of respondents said VMS should be used for purposes other than traffic or safety campaign messages; 12% did not know. Of those who thought they should be used for other purposes, 43 respondents thought this should be for public awareness messages, 11 people said for corporate advertisements and 9 said they should be used to display the time. Other suggestions included “A smiley face to make us smile”, “Details of missing or abducted children”, “Police messages, looking for someone to do with a major crime, someone specific” and “To say happy birthday, it would amuse people”.

Base = 2040In general, what do you feel are the most important type of messages to be displayed on VMS? Prompted.

36

28

21

2

5

3

2

2

1

*

21

16

22

11

7

8

7

3

3

2

18

10

11

11

11

10

12

6

5

3

0 10 20 30 40 50 60 70 80











%

VMS Types Order of PreferenceOne Two Three

Base = 1353What do you think Highways Agency Traffic Officers do? Unprompted, respondents could give more than one answer 44

Base = Q1 484 (21 respondents did not know, 1 refused), Q2 493 (19 respondents did not know), Q3 497 (19 respondents did not know), Q4 486 (20 respondents did not know), Total 2012/13 1960 (79 respondents did not know, 1 refused), 2011/12 2006 (52 respondents did not know)Are you aware that there are Highways Agency Traffic Officers? Prompted

Base = Q1 459 (47 respondents did not know, Q2 465 (47 respondents did not know), Q3 470 (46 respondents did not know), Q4 468 (38 respondents did not know) Total 2012/13 1862 (178 respondents did not know), Total 2011/12 1912 (145 respondents did not know) Thinking about this journey, did you see any Highways Agency Traffic Officers or patrol vehicles? Prompted

At the start of the NRUSS, respondents are asked whether they are aware of Highways Agency Traffic Officers. Sixty nine percent of respondents said they were aware of them, a slight fall since 2011/12 (71%).

Those respondents who were aware of Traffic Officers were then asked what they think they do. Just over two fifths of respondents said they thought they attended accidents (41%), 37% thought they monitored traffic, 33% percent thought they were responsible for attending breakdowns and 28% for supporting police.

Seven percent gave a range of other responses, including:

“Do vehicle checks e.g. worn tyres and unregistered cars” “Responsible for signs”

“Inspection to make sure everything is up to standard” “Measure volume of traffic”

“Make sure the emergency phones are working” “Enforce road traffic acts”

“Speed restraints due to similar vehicles to police” “Looking after motorists' welfare”

Just under a fifth of respondents (19%) saw Traffic Officers on their most recent journey.

Awareness of Traffic Officers

68 68 71 69 69 71

32 32 29 31 31 29

0

20

40

60

80

100

Quarter 1

Quarter 2

Quarter 3

Quarter 4

Total 2012/13

Total 2011/12

%

Aware of Traffic Officers

No

Yes

4137

3328

2518

1713

125

47

0 10 20 30 40 50

Attend accidentsMonitor traf f ic

Attend breakdownsSupport police

Keep traf f ic f lowingPatrols

General: assess roadsGeneral: maintenance of roads

Clear debrisRoad closures

Remove damaged/ abandoned vehiclesOther

%

What do Traffic Officers do?

18 21 19 19 19 22

82 79 81 81 81 78

0

20

40

60

80

100

Quarter 1

Quarter 2

Quarter 3

Quarter 4

Total 2012/13

Total 2011/12

%

Saw Traffic Officers on recent journey

No

Yes

Importance of Traffic Officers

When the respondent was asked how important is it that there are Agency Traffic Officers, 12% did not know. Of those who gave an answer, 86% said it was important (45% saying it was very important).

Only 3% of respondents felt that having Traffic Officers was not very or not at all important.

The main reasons why respondents felt Traffic Officers were very important was that they attend accidents (56%) and they keep traffic flowing (47%).

Of the 46 respondents who said that Traffic Officers were not important, eighteen felt that Traffic Officers were doing a job the police should be doing.

Base = 1802 (238 respondents did not know)How important is it to you that there are Highways Agency Traffic Officers? Prompted 45

Top ten reasons Traffic Officers are very important

(%)

Attend accidents 56Attend breakdowns 48Keep traffic flowing 47Support police 32Comforting / reassuring / feel safer 32Clear debris 30Monitor traffic 22Free up police time 14General - assess roads 11Slow traffic down 11Faster response time than police 10Remove damaged vehicles 9Road closures 3Other (specify) 6Base 804

Why Traffic Officers are very important: Unprompted, respondents could give more than one answer

Why Traffic Officers are not important: Unprompted, respondents could give more than one answer

Why Traffic Officers are notimportant

(n)

Job the police should be doing 18

Not aware of them 9

They have no authority 9

Have never seen them 4

Other 11

Base 46

45

41

12

2

1

0 20 40 60

Very important

Fairly important

Neither important nor unimportant

Not very important

Not at all important

%

Importance of Traffic Officers

Managed motorways

Which of the following measures are you aware of when using motorways? Prompted, respondents could give more than one answer

The Managed Motorway Programme involves a series of measures designed to improve traffic flow, reduce delays and ease congestion during peak times.

These include:

•Using the hard shoulder as an extra lane (Hard Shoulder Running (HSR));•Variable Speed Limits (VSL);•Incident Response; using:

•CCTV•VMS

•Traffic Lights on Slip Roads (Ramp Metering).

All of these measures are live on stretches of motorways, for example the M42 and M25, and other motorways are undergoing alterations in order to be able to operate similar systems.

46

A series of questions are asked to identify awareness of the measures, perceptions of the impacts of both individual measures and the overall impact of the Managed Motorway Programme.

The measure with highest recognition was Variable Speed Limits, mentioned by 80% of respondents. Almost three quarters were aware of ‘Incident response measures using VMS’ (73%) and 71% had heard of traffic lights on slip roads.

Sixty three percent were aware of the use of the hard shoulder as an extra lane and 46% percent were aware of incident response measures using CCTV.

Nine percent of respondents mentioned other methods that were perceived as measures; these included chevron road markings (n=116), use of average speed cameras/ variable speed limits (n=39), and cones (n=8).

Eleven percent of respondents were not aware of any of the measures.

Base 1989 1990 1875 1932 1949 2020

63

80

46

73 71

9

0

20

40

60

80

100

Use of the hard shoulder as an

extra lane

Variable speed limits

Incident response measures,

CCTV

Incident response

measures, VMS

Traf f ic lights on slip roads

Other management

measures

%

Awareness of Managed Motorway Measures

Managed motorways

What would be the impacts on your journey of the use of .........? Unprompted, respondents could give more than one answer

Over half of respondents who were aware of hard shoulder running (HSR) felt that it would improve traffic flow on motorways (54%), with just over one third (34%) thinking it would mean fewer delays and 6% stating it would lead to improved journey time reliability. In terms of safety, more respondents felt HSR would have a negative impact on journeys rather than a positive impact; 21% thought HSR would lead to journeys becoming less safe whilst 4% thought it would make journeys safer. Respondents raised concerns about preventing emergency vehicles from getting through, and the safety aspect of what might happen if someone breaks down.

Over half of respondents (52%) who were aware of variable speed limits (VSL), felt that the introduction of it would improve traffic flow on the motorway, although just 5% thought that this would result in improved journey time reliability. Just over one in ten (12%) of respondents felt that it would lead to fewer delays whist 9% felt it would lead to more delays. Almost one third (31%) of respondents felt there was a positive impact on safety (safer journeys) while just 4% felt the impact would be less safe journeys.

The main impact perceived for CCTV as an incident response measure was on safety; 62% of respondents who were aware of the measure felt that it would make for a safer journey, and just two respondents felt the opposite. This measure evidently provides a feeling of security for road users. Benefits in journey time in terms of traffic flow, fewer delays and reliability were also perceived; around one in ten each felt it would improve the traffic flow (9%) or lead to fewer delays (11%) and 1% thought it would improve journey time reliability. Just one respondent thought that cost savings would result from CCTV as an incident response measure.

The main benefits of VMS as an incident response measure were seen as safer journeys (52%) and improving traffic flow (15%). Just over one tenth (11%) felt that using VMS as an incident response measure would lead to fewer delays, and 8% felt it would result in improved journey time reliability.

The main impact of traffic lights on slip roads (ramp metering) was felt to be on traffic flow, with more than two fifths (45%) saying that traffic flow would be improved. More than a quarter (26%) felt there would be safer journeys with ramp metering although 6% felt there would be a negative impact on safety. There is a mixed perception on the impact of delays, although more think there will be a decrease in delays (10%) than more delays (9%).

47

Impact of.....Hard shoulder

(%)Variable speed limit

(%)Incident response -

CCTV (%)Incident response

- VMS (%)Traffic lights on slip

roads (%)

Improved journey time reliability 6 5 1 8 2

Improved traffic flow 54 52 9 15 45

Fewer delays 34 12 11 11 10

More delays * 9 2 3 9

Safer journeys 4 31 62 52 26

Less safe journeys 21 4 * * 6

Cost savings to user * * * * *

Base 1256 1598 870 1411 1389

Managed motorways

48Base = Total 2012/13 2040, Total 2011/12 2058What would be the overall impacts of motorway management measures? Prompted, respondents could give more than one answer

Respondents were asked what they felt the overall impact would be of all the managed motorway measures. Responses were prompted using a showcard.

The main impact was perceived as improved traffic flow, by three fifths of respondents (60%). Over half (57%) felt that the measures would contribute to safer journeys. Thirty five percent of respondents thought the measures would lead to fewer delays, with a quarter (25%) of respondents saying they would improve journey time reliability, and a further 26% saying it would be an effective use of existing road space.

Only a small proportion of respondents felt that motorway management measures would have a negative impact, leading to more delays or less safe journeys (15% and 2% respectively), similar to the overall results for 2011/12. There is a more pronounced difference between positive and negative impacts for the package of measures as a whole than for individual measures reported in the previous charts, suggesting that the measures in combination address some of the negative concerns people may have.

Thirteen percent recognised that it was cheaper than building new roads or 12% for widening new roads and 8% felt there were personal cost benefits.

Just less than one in ten respondents did not know what the impacts would be (9%).

Generally, respondents using the network 5 or more days a week are more likely to think that the measures would lead to most of the impacts (positive and negative) listed.

60

57

35

26

25

15

13

12

8

2

2

9

57

54

38

18

24

14

8

7

5

2

4

10

0 20 40 60 80

Improved traf f ic f low

Safer journeys

Less delays

Effective use of existing road space

Improved journey time reliability

More delays

Cheaper than building new roads

Cheaper than widening roads

Cost savings to user

Less safe journeys

Other

Don't know

%

Overall impact of management measures

Total 2012/13

Total 2011/12

Severe weather warnings

49

Base = 1329 (711 respondents did not know)Thinking about the last 12 months, how satisfied or dissatisfied would say you are with severe weather warnings in relation travel advice/information on the motorway and trunk road network? Prompted

When asked how satisfied they were with severe weather warnings, over a third of respondents (35%) had no opinion. Of those who did, over two thirds (70%) of respondents said they were satisfied with the severe weather warnings issued in the last twelve months in relation to travel on the motorway and trunk road network, including 31% who were very satisfied. Reasons for being very satisfied included:

“Information is very clear, I’ve understood what they’ve said and it’s been a fact”“That is one of the things they do get right and I have been glad of the weather warnings a couple of times, once I was able to cut my journey short and head home ahead of the bad weather”“They are always up to date with the weather warnings, they used to keep them on too long after the weather had cleared up but that has got loads better in the last 12 months”“Gives you the opportunity to decide not to travel, if there’s severe weather forecast we don’t go”

Just 2% were fairly dissatisfied and 1% very dissatisfied with severe weather warnings. Reasons included:

“Never seem to be right when I look at them”“Sometimes they warn you and then it’s not bad weather and they don’t warn you and you get stuck”“There were no weather warnings for us last Friday and I ended up spending most of the night on my bus on the motorway”

Forty four percent of respondents had not received a severe weather warning in the last 12 months. Of those who had, 12% felt the advice/ information was always accurate and 68% felt it was mostly accurate. Reasons included:“Very accurate these days with all these satellites they know when things are going to be bad”“Usually they are right and they treat the roads by gritting regularly in bad weather”

Four percent felt the advice/ information was mostly inaccurate. Reasons included:

“Often VMS signs not correct, for example fog when no fog to be seen, the VMS is left on too long”“I think what they are telling me is what the weather was like from midnight, it’s not dynamic and up to date”

Base = 1013 (123 respondents did not know, 1 refused, 903 respondents have not received any severe weather warnings) Thinking about the last 12 months, how accurate or inaccurate would you say travel advice/information in relation to severe weather warnings has been? Prompted

31

39

27

2

1

0 20 40 60

Very satisf ied

Fairly satisf ied

Neither


Very dissatisf ied

%

How satisfied with severe weather warnings

12

68

16

4

0

0 20 40 60 80

Always accurate

Mostly accurate

About equally accurate and inaccurate

Mostly inaccurate

Always inaccurate

%

Accuracy of severe weather warnings

Severe weather warnings

50

Items taken as a result of severe weather warnings

2012/13 (%) 2011/12 (%)

De-icer 47 49Warm clothes 42 44Blanket 35 37Water 31 32Food 26 28Hot drink 26 31Other 14 12None of these 28 22Base 1013 1136

Respondents, who had received a severe weather warning in the last 12 months, were asked whether they had checked their vehicle before setting off or taken any items with them as a result of the travel advice/ information relating to severe weather warnings.

Fifty five percent had made one or more checks, with around two fifths checking lights (40%) and water (39%). Just under two fifths of respondents (38%) checked for anti freeze. Twenty two respondents stated that they had checked their tyres and 42 respondents stated that they always make all of these checks regardless of the weather.

Seventy two percent had taken one or more items with them as a result of a severe weather warning. Almost half had taken de-icer (47%) and 42% had taken warm clothes. Fourteen percent had taken other items and these included a spade/ shovel (n=106), salt/ grit (n=10), hiking/ walking boots (n=9), mobile phone (n=7) and wellington boots (n=7).

Almost half of respondents (47%) said that travel advice/ information relating to severe weather warnings had not affected their journeys.

Of the 53% who had had journeys affected, almost three fifths said that they would not travel if the conditions were severe (58%), a further 10% said they would delay or postpone trips, and 8% would have second thoughts about travelling and only travel if necessary.

Where journeys went ahead, 9% said such advice would lead them to drive more cautiously, 9% would allow extra time for the journey and 7% would change their route. One percent of respondents would use public transport instead, and less than 1% would walk or use a four wheel drive.

Other impacts included:

“Had to change car that was being driven because roads were not gritted”

“I always heed the warnings and act accordingly”

“I was able to cut a journey short and head back home ahead of the bad weather”

Base = 2012/13 1013 (including 10 respondents that did not know), 2011/12 1136As a result of travel advice/information relating to severe weather warnings have you checked your vehicle for any of these, before setting off? Prompted

40

39

38

37

4

45

4

43

45

45

40

6

29

10

0 20 40 60

Lights

Water

Anti-f reeze

Oil

Other

None of these

All checked on regular basis

%

Vehicle checks due to severe weather warnings

Total 2012/13 Total 2011/12

Emergency phones

Less than 1% (n=8) of respondents had reason to use an emergency telephone when travelling on motorways or trunk roads in the last 12 months. They were asked to describe their level of satisfaction/ general views on the service. Comments included:

“Brilliant, couldn't fault it” (Quarter 1)

“Phone was working ok and they were able to find me easily” (Quarter 1)

“I ran out of petrol, the phone was working and the service was first class. Thank you” (Quarter 2)

“The service provided was first class/ lady on the phone was very helpful and attention was quick” (Quarter 2)

“Very good, working and available. A quick response, but could have been a quicker response. I pulled over and called the police to report a person running down the middle of the A27” (Quarter 3)

51

Reminding respondents that the survey was confidential, drivers were asked what would be their typical speed when using a motorway, assuming free flowing traffic conditions.

Two fifths of respondents (40%) stated that they drove at just below the speed limit at between 66-70 miles per hour (mph) when travelling on a motorway. A similar proportion, 41% exceeded the motorway speed limit of 70mph, with 21% driving between 71 and 75mph, 17% driving between 76 and 80mph, and 3% travelling between 81 and 90mph. Less than one percent (n=7) of respondents said their typical speed was in excess of 90mph.

Taking the midpoints of the ranges, a typical speed can be estimated. Across all respondents, this is 70 mph (this has remained the same as 2011/12). This varies slightly by respondent characteristics; in particular, by age with the youngest age group averaging 71 mph compared with the oldest age group typically driving at just 67 mph. Drivers who describe themselves as very confident on motorways typically travel at 71 mph compared with 60 mph for very nervous drivers.

Base = 1695 Drivers only (62 respondents did not know, 4 refused) What would be your typical speed when using a motorway, assuming free flowing traffic conditions? Prompted

Driving Speed

*

6

12

40

21

17

3

*

0 10 20 30 40 50

C) Under 50 mph

G) 50 - 60 mph

E) 61 - 65 mph

A) 66 - 70 mph

H) 71 - 75 mph

F) 76 - 80 mph

D) 81 - 90 mph

B) 90+ mph

%

Typical speed when using a motorway

Confidence when using Agency roads

52

Respondents were asked how confident/ nervous they were when travelling on Agency motorways or trunk roads.

Drivers were generally more confident than passengers, with 89% of drivers either very or fairly confident on motorways, and 95% confident on trunk roads (compared with 80% as passengers on motorways, and 83% as passengers on trunk roads).

Base 2012/13 = Driver on motorways (1726 31 did not know, 4 refused), Passenger on motorways (1987, 48 did not know, 5 refused), Driver on trunk roads (1797, 29 did not know, 1 refused), Passenger on trunk roads (1993, 43 did not know, 4 refused)Base 2011/12 = Driver on motorways (1677), Passenger on motorways (2015), Driver on trunk roads (1755), Passenger on trunk roads (2021) How confident / nervous are you as......? Prompted

63

67

42

46

66

71

44

48

26

23

38

34

29

23

39

35

3

3

9

7

2

3

8

7

6

6

9

9

3

2

7

7

2

2

3

4

1

1

2

3

0 20 40 60 80 100

Driver on motorways (2012/13)

Driver on motorways (2011/12)

Passenger on motorways (2012/13)

Passenger on motorways (2011/12)

Driver on trunk roads (2012/13)

Driver on trunk roads (2011/12)

Passenger on trunk roads (2012/13)

Passenger on trunk roads (2011/12)

%

Confidence when travelling on Agency roads

Very conf ident Fairly conf ident Neither conf ident nor nervous Fairly nervous Very nervous

Environmental actions and driving techniques

Base = 2012/13 2040, 2011/12 2058 Which, if any, of these actions have you taken in the past 12 months? Respondents could give more than one answer, Prompted, respondents could give more than one answer

Respondents are shown a list of environmental actions and are asked if they have taken any of them in the last 12 months.

The main environmental actions taken by respondents in the last 12 months were driving the car in a more fuel efficient manner (32%), using the car less for short trips (26%) and using public transport (more) instead of driving (18%).

Over two fifths (42%) of respondents had not undertaken any of the environmental actions listed. This proportion is the same as in 2011/12.

Respondents are also shown a list of a variety of driving techniques which can economise fuel consumption, and asked whether they have undertaken any of these techniques in the last 12 months.

The main techniques adopted by respondents were regularly checking their tyre pressure (57%), not accelerating too hard/ going easy on the accelerator (45%) and reading the road to avoid excessive braking or accelerating (42%).

Over a fifth (21%) of respondents had not adopted any of the driving techniques listed, fewer than the 25% in 2011/12.

53Base = 2012/13 1827, 2011/12 1814 Drivers only. Which, if any, of the following driving techniques would you say you have adopted? Respondents could give more than one answer, Prompted, respondents could give more than one answer

32

26

1810

8

6

3

2

2

1

*42

32

2617

11

8

6

2

2

2

1

0

42

0 10 20 30 40 50

Driving a car in a more fuel ef f icient mannerUsing a car less for short trips

Using public transport (more) instead of drivingBuying a car with a smaller engine

Car sharing (more) Cycling (more) instead of going by car

Giving up one (or more) of the household carsSwitching to a cleaner energy source car

Looking for information about cleaner vehiclesBuying a hybrid car

Joining a car clubNone of these

%

Environmental actions taken

2012/13 2011/12

57

45

42

32

25

23

20

17

17

421

54

35

33

29

19

2318

15

13

4

25

0 20 40 60

Regularly checking my tyre pressureNot accelerating too hard

Reading the road - avoid acceleration/brakingChanging my speed to save fuel

Planning journey to avoid congestionUsing air con only when I really need itSwitching off engine when in traf fic jam

Changing gear between 2000 - 2500 rpmNot warming up the car before driving off

Removing unused roof racksNone - I've not adopted any of them

%

Driving techniques adopted

2012/13 2011/12

Availability of technologyA number of questions were asked to understand what access respondents had to various types of media and technology. As more information is gathered regarding the availability of such sources to respondents, it could be used to analyse how respondents can be best targeted by the Agency when communicating their messages and look at any developing trends in how technology is being utilised by users of the network.

Respondents were asked whether they had access to sources of technology or information on a regular basis. Almost all respondents (99%) had access to a television at home, 92% had access to a mobile phone, and 88% had access to a car radio. Just over one third (34%) had access to a DAB radio at home. Only five respondents did not have access to any of these sources. The proportion with a map/ atlas fell from 75% in 2011/12 to 71%, whilst the proportion with Internet, Sat Nav and DAB all increased by around 5% from last year.

More than three quarters (78%) of respondents who had a Sat Nav had one with route planning and mapping only. The majority (86%) of those who had a car radio had one with RDS or TP. Over two fifths (42%) of all respondents with a mobile phone had one without 3G or WAP, with 25% having one with it.

Base = 2040Which of these do you have access to on a regular basis? Prompted, respondents could give more than one answer

54

Source Specific source type (%)

Sat Nav Sat Nav with route planning and mapping only 78Sat Nav with live information about traffic conditions 22

Other (Google system in Android phone) *

Base (n) (24 respondents did not know) 1165

Car radioFM with RDS (Radio Data System) or TP (Traffic Programme) 86FM without RDS (Radio Data System) or TP (Traffic Programme) 7

Digital (DAB) radio with FM 7

Digital (DAB) radio ONLY without FM *

Base (n) (100 respondents did not know) 1675

Mobile Mobile phone without 3G or WAP 42

phone Mobile phone - with 3G or WAP 25

iPhone 24

BlackBerry, Ipaq 11

Other -

Base (n) (7 respondents did not know, 2 refused) 1882

A further clarification question highlighted that: 40 of those claiming to have DAB radio with FM at home, did not have it, so the actual proportion is 32% not 34%. The actual proportion having Digital DAB radio with FM in their car is 6%, and 2 respondents have Digital (DAB) radio ONLY without FM in their car not 3

99

92

88

84

71

69

58

51

34

*

0 20 40 60 80 100

Television (at home)

Mobile phone

Car Radio

Internet (home or work)

Map/Atlas

FM Radio (at home)

In vehicle navigation system

Teletext (at home)

Digital (DAB) radio (at home)

None of these

%

Availability of sources

Overall satisfaction

55

Respondents were asked about their views of the Agency’s overall performance in the last 12 months. Close to a tenth of respondents (9%) did not know. Of those who did give a rating, close to two fifths (39%) were very satisfied. A further 46% were fairly satisfied. Two percent were fairly dissatisfied (28 people) and less than 1% very dissatisfied (nine respondents).

Respondents were asked how the Agency could improve their performance in the next 12 months. Seventeen respondents were dissatisfied with the Agency’s overall performance in Quarter 4 compared to just one in Quarter 3. A selection of comments as to why they were dissatisfied are listed below:

Base = 2012/13 Q1 459 (47 respondents did not know), Q2 455 (57 respondents did not know), Q3 472 (44 respondents did not know), Q4 464 (42 respondents did not know), Total 2012/13 1850 (190 respondents did not know), Total 2011/12 1834 (224 respondents did not know)How satisfied or dissatisfied are you with the Highways Agency’s overall performance in the past 12 months?

*

“I think they could keep the variable signs more up to date, the information is sometimes old, I also they could tell us about why there are delays”

“Keep the motorways more clear of litter and debris to stop accidents, even the bloke who came to replace my windscreen had four holes in his screen caused by the same thing”

“The M4/ M5 Interchange is dangerous with the filter lanes as people cut across each other without any warning. I do not think that having signs overhead such as take a break are useful as often there is no services within miles and are these signs really needed? As to me they use up far too much electricity”

“They could monitor roadworks and if there is nobody working on them such as night times or weekends, open the lanes for traffic to use them”

3439

3843

4532

5246

474640

52

1312

1211

1214

22

3

21

**1**1

0 20 40 60 80 100

Total 2011/12

Total 2012/13

Quarter 4

Quarter 3

Quarter 2

Quarter 1

%

Total 2011/12 Total 2012/13 Quarter 4 Quarter 3 Quarter 2 Quarter 1Very satisfied 34 39 38 43 45 32

Fairly satisfied 52 46 47 46 40 52

Neither satisfied nor dissatisfied 13 12 12 11 12 14

Fairly dissatisfied 2 2 3 0 2 1

Very dissatisfied 0 0 1 0 0 1

Overall Satisfaction with Highways Agency Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Summary – April 2012 to March 2013 Most Recent Journey

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91% of most recent journeys made by car

Average trip distance=47 miles

Average scores for journey (out of 10)

8.0 motorways (38% journeys score 9 or 10)

7.8 trunk roads (32% journeys score 9 or 10)

7.1 local roads (21% journeys score 9 or 10)

67% used a motorway

59% used a trunk road

8% check travel conditions before travelling

28% checked travel conditions during journey

17% plan route before travelling

Journey Planning


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Most Recent Journey

Satisfaction with UPKEEP:

94% motorways 88% trunk roads

25% passed roadworks on most recent journey. Of

these;

48% saw roadworks on motorways

18% saw roadworks on trunk roads

43% saw roadworks on local roads

Satisfaction with JOURNEY TIME: 88% motorways 90% trunk roads

13% saw litter on motorways

14% saw litter on trunk roads

Feel SAFE: 94% motorways 94% trunk roads

40% experienced poor driving on

Agency roads on last journey

16% speeding10% poor overtaking

Satisfaction with ROAD

SIGNS:93% motorways 90% trunk roads

53% saw VMS (68% where

motorway used)Of these;

77% saw a message displayed

56% said the message was

helpful

73% made no changes to

journey after seeing VMS

75% believe VMS are mostly or completely accurate

Satisfaction with management of ROADWORKS: 66% motorways 64% trunk roads

38% journeys – arriving at expected

time is important

17% allowed extra time for journey

24% were delayed on Agency Roads

15% by congestion7% by roadworks

23 minutes average delay time

13% had been alerted to possible delays


58

82% aware of the Agency

62% aware through seeing Agency vehicles

69% aware of Traffic Officers

19% saw Traffic Officers on most recent journey

86% think Traffic Officers are important

89% aware of one or more managed motorway measure

60% perceive improved traffic flow

70% satisfied with severe weather warnings

80% believe weather warnings to be mostly or always accurate

Less than 1% used Emergency Phone in last 12 months

85% satisfied with the Agency’s overall performance in the past 12 months

APPENDIXMost Recent Journey on the NetworkHighways Agency Roads Used

59

The motorway used by most respondents on the last trip was the M1 (n=226), followed by the M6 (n=206) and the M5 (n=196). The M1, M25, M42, M5, M6 and A1 were used by at least one respondent from all regions.

The trunk road used by most respondents was the A1 (n=138), followed by the A46 (n=86), and the A47 (n=85).

Yorkshire and North East (n) North West (n) East Midlands (n) West Midlands (n) East (n) South East (n) South West (n)A1(M) 90 M6 86 M1 66 M6 84 A1(M) 51 M25 117 M5 96

M1 69 M60 74 A1(M) 23 M5 77 M25 41 M4 76 M4 50M62 60 M62 62 M62 11 M42 46 M1 37 M3 60 M32 40M18 28 M56 36 M18 10 M1 23 M11 34 M27 56 M25 15M180 17 M61 31 M6 10 M54 21 M6 8 M40 45 M3 14M621 10 M53 22 M25 7 M40 13 M4 6 M23 32 M27 13

A194(M) 10 M65 22 M42 7 M25 8 M5 5 M1 24 M42 6M60 9 M58 17 M69 7 M4 5 M23 4 M2 22 M23 5M181 6 M602 12 M40 4 M50 5 M3 4 M20 19 M6 5

M6 6 M55 / M57 11 M5 4 M18 4 Various 2 M11 18 M49 / M54 3Trunk Roads

A1 61 A55 9 A46 43 A5 31 A47 81 A27 61 A30 44A19 56 A500 8 A1 40 A46 22 A14 55 A23 33 A303 37A64 46 A5036 8 A52 32 A38 17 A12 52 A34 29 A35 35A63 16 A590 8 A14 17 A50 9 A11 33 A3 27 A38 28A66 13 A556 4 A5 16 A49 8 A1 28 A2 24 A31 26

A1033 9 A50 3 A38 12 A42 5 A421 19 A303 14 A36 20A168 9 A1 2 A45 12 A446 5 A120 12 A31 14 A419 19A69 8 A483 2 A42 6 A500 5 A5 9 A316 12 A40 14A180 7 A5117 2 A50 5 A30 4 A428 6 A30 9 A46 11

A46 3 Various 2 A453 / A47 4 A45 4DCB / DCT 6 A40 9 A417 8

Motorways Used Trunk Roads Used

M1 226 A1 138

M6 206 A46 86

M5 196 A47 85

M25 192 A14 81

A1(M) 174 A38 65

M4 142 A27 64

M62 137 A5 61

M60 87 A12 60

M3 83 A30 59M27 / M42 70 A19 56

10 most used Roads – All Regions

10 most used Roads –By Region of residence

DCB= Dartford Crossing Bridge / DCT = Dartford Crossing Tunnel

2013 - 06 Appendix H - Information Note 137 NRUSS 2012_13 Satisfaction Score Calculation.doc

APPENDIX H Information Note No 137 NRUSS 2012/13 Satisfaction Score Calculation

1 Introduction

1.1 This document presents an explanation of the calculations for the Satisfaction Score for the 2012/13 NRUSS.

1.2 The results are expressed as the percentage of satisfied respondents. Satisfaction scores on a 1-5 scale are recorded for both motorways and trunk roads, for four measures (journey time, roadworks management, general upkeep and signage) and for safety.

1.3 For each of these individual measures, the satisfaction score is the proportion of respondents who gave a score of 5 (very satisfied) or 4 (satisfied). In the example in Table 1, 80% are satisfied (60/75).

Table 1 – Example Satisfaction with Journey time Rating N % Very Satisfied 15 20 Fairly Satisfied 45 60 Neither satisfied nor dissatisfied 12 16 Fairly Dissatisfied 2 3 Very Dissatisfied 1 1 Total 75 100

1.4 Note: for the safety measure, the scale is: very safe, fairly safe, neither safe/unsafe, a bit unsafe, very unsafe.

2 Overall Satisfaction Score

2.1 To aggregate the satisfaction scores across all the measures for both motorways and trunk roads, the formula is shown below:

O% satisfied = (M + T) /(Mn + Tn)

Where M = (A1 + A2 + B1 + B2 + C1 + C2 + D1 + D2 + E1 + E2)

T = (F1 + F2 + G1 + G2 + H1 + H2 + J1 + J2 + K1 + K2)

Mn = (AN + BN + CN + DN + EN)

Tn = (FN + GN + HN + JN + KN)

Where A1 = number very satisfied with Journey Time - motorways A2 = number fairly satisfied with Journey Time- motorways

B1 = number very satisfied with Roadworks management- motorways B2 = number fairly satisfied Roadworks management- motorways

C1 = number very satisfied with General Upkeep- motorways C2 = number fairly satisfied General Upkeep- motorways

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D1 = number very satisfied with Signage- motorways D2 = number fairly satisfied Signage- motorways

E1 = number very safe- motorways E2 = number fairly safe- motorways

F1 = number very satisfied with Journey Time - trunk F2 = number fairly satisfied with Journey Time- trunk

G1 = number very satisfied with Roadworks management- trunk G2 = number fairly satisfied Roadworks management- trunk

H1 = number very satisfied with General Upkeep- trunk H2 = number fairly satisfied General Upkeep- trunk

I1 = number very satisfied with Signage- trunk I2 = number fairly satisfied Signage- trunk

J1 = number very safe- trunk J2 = number fairly safe- trunk AN= Number answering Journey time score motorways BN = Number answering Roadworks Management score motorways CN = Number answering General Upkeep score motorways DN = Number answering Signage score motorways EN = Number answering Safety score motorways FN= Number answering Journey time score trunk roads GN = Number answering Roadworks Management score trunk roads HN = Number answering General Upkeep score trunk roads JN = Number answering Signage score trunk roads KN = Number answering Safety score trunk roads

2.2 Table 2 shows how the overall satisfaction score is derived across all the measures for both motorways and trunk roads.


Table 2 Derivation of Overall Satisfaction Score – NRUSS 2012/13 Journey

Time Roadworks

management General Upkeep Signage Safety

Motorways Overall Quality Score

Very Satisfied A1 B1 C1 D1 Very Safe E1

Fairly Satisfied A2 B2 C2 D2 Fairly Safe E2 Neither Satisfied nor Dissatisfied

Neither Safe / Unsafe

Fairly Dissatisfied A bit Unsafe

Very Dissatisfied Very Unsafe Base

AN BN CN DN EN

M = (A1 + A2 + B1 + B2 + C1 + C2 + D1 + D2 + E1 + E2 ) Mn = (AN + BN + CN + DN + EN)

Quality Score

(A1 + A2) / AN

(B1 + B2) / BN

(C1 + C2) / CN

(D1 + D2) / DN

(E1 + E2) / EN

M% = M / Mn

Journey Time

Roadworks management

General Upkeep Signage Safety Overall Quality Score

Trunk Roads % % % % %

Very Satisfied F1 G1 H1 J1 Very Safe K1

Fairly Satisfied F2 G1 H2 J2 Fairly Safe K2 Neither Satisfied nor Dissatisfied

Neither Safe / Unsafe

Fairly Dissatisfied A bit Unsafe

Very Dissatisfied Very Unsafe

Base FN GN HN JN KN

T = (F1 + F2 + G1 + G2 + H1 + H2 + J1 + J2 + K1+ K2 ) Tn= (FN + GN + HN + JN + KN)

Quality Score (F1 + F2) /

FN (G1 + G2) /

GN (H1 + H2) /

HN (J1 + J2) /

JN (K1 + K2) /

KN T% = T/Tn

KPI Quality Score

(A1 + A2 + F1 + F2 ) / (AN + FN)

(B1 + B2 + G1 + G2 ) / (BN + GN)

(C1 + C2 + H1 + H2 ) / (CN + HN)

(D1 + D2 + J1 + J2 ) / (DN + JN)

(E1 + E2 + K1 + K2 ) / (EN + KN) O%= (M+T) / (Mn + Tn)

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Prepared By Christine Johnson Approved By Jeremy Hardin Associate Director Associate Director Reviewed by Susie Falp

Rev No Comments Date

1 8.05.12

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