The National Highways & Transport (NHT) Network’s Public Satisfaction Survey (NHT PSS) has become a cornerstone for UK local authorities seeking to understand and enhance public perception of their highways and transportation services. With 142 authorities participating, the NHT PSS is a standardised, robust tool that provides actionable insights into how residents view the quality, accessibility, and efficiency of their local transport infrastructure. Referenced in the Department for Transport’s (DfT) Incentive Fund Self-Assessment Questionnaire, this survey is driving measurable improvements across the UK by empowering councils to benchmark performance, share best practices, and address public concerns. In this blog, we explore how the NHT PSS is transforming highway satisfaction scores and reshaping the future of local transport services.
The Power of Public Perception
Public satisfaction is a critical metric for local authorities. Highways and transportation services—encompassing roads, pavements, cycleways, public transport, and traffic management—are among the most visible and frequently used services councils provide. When potholes go unfilled, bus services run late, or pedestrian pathways feel unsafe, public dissatisfaction rises, impacting trust in local governance. Conversely, well-maintained infrastructure and responsive services can significantly boost community approval and engagement.
The NHT PSS captures this public sentiment through a rigorous, standardised survey conducted in partnership with industry-leading provider Ipsos MORI. By collecting feedback from residents across diverse regions, the survey measures satisfaction across key indicators, such as road condition, traffic flow, accessibility for disabled users, and the quality of public transport. This data is compiled into a national dataset, allowing councils to see how their performance stacks up against peers, identify areas of strength, and pinpoint where improvements are needed.
Why NHT PSS Stands Out
Unlike ad-hoc local surveys, the NHT PSS offers a consistent methodology that ensures comparability across authorities. With 142 participating councils, it provides a comprehensive view of public satisfaction trends across the UK, from urban hubs to rural counties. The survey’s key strengths include:
- Standardised Metrics: Questions are designed to cover all aspects of highways and transport services, ensuring councils can benchmark specific areas like road maintenance or bus reliability against national averages.
- Collaboration with Ipsos MORI: The partnership with a globally recognised research firm ensures data reliability and methodological rigor, giving councils confidence in the results.
- DfT Recognition: The survey’s alignment with the DfT’s Incentive Fund Self-Assessment Questionnaire means that high satisfaction scores can directly support funding applications, tying public perception to financial outcomes.
- Actionable Insights: Results are presented through an online reporting portal in the NHT Members Area, complete with visualizations and breakdowns that help councils drill down into specific issues, such as dissatisfaction with cycleway safety or congestion management.
This structured approach has made the NHT PSS a trusted tool for councils seeking to improve both service delivery and public trust.
Real-World Impact: Case Studies of Transformation
The true value of the NHT PSS lies in its ability to drive change. By providing clear, comparative data, it enables councils to set priorities, allocate resources effectively, and learn from peers. Here are two anonymised examples of how authorities have used NHT PSS data to transform satisfaction scores:
Case Study 1: Tackling Road Maintenance in a Rural Authority
A rural council in the South West noticed that their NHT PSS scores for road condition were significantly below the national average, with 62% of residents expressing dissatisfaction due to potholes and uneven surfaces. Using the survey’s granular data, the council identified specific rural roads with the highest complaints. They cross-referenced this with NHT’s Cost Quality Comparison (CQC) Efficiency Network data to optimise their maintenance budget, prioritizing high-impact repairs. By adopting techniques shared at NHT regional workshops—such as using durable, cost-effective surfacing materials pioneered by a peer authority—they improved road conditions within 18 months. The following year’s NHT PSS showed a 15% increase in satisfaction, bringing them closer to the national benchmark.
Case Study 2: Enhancing Accessibility in an Urban Setting
An urban authority in the North East used NHT PSS results to uncover low satisfaction scores for accessibility, particularly among disabled residents who reported issues with uneven pavements and inadequate crossing points. The council formed a task force, drawing on best practices shared at an NHT national conference, where another authority showcased a successful tactile paving rollout. By implementing similar upgrades and engaging with local disability groups for feedback, the council saw a 20% improvement in accessibility satisfaction scores in the next survey cycle. This not only boosted public approval but also strengthened their DfT Incentive Fund application, securing additional funding for further improvements.
These examples highlight how NHT PSS data, combined with the collaborative environment of the NHT Network, empowers councils to make targeted, evidence-based improvements.
Collaboration and Knowledge Sharing: The NHT Advantage
The NHT PSS is more than just a survey—it’s part of a broader ecosystem of collaboration facilitated by the NHT Network. Participating authorities gain access to national and regional meetings, conferences, and workshops where they can share challenges and solutions. For instance, a council struggling with low satisfaction in public transport reliability might learn from a peer’s innovative approach to real-time bus tracking, shared during an NHT-facilitated session. These events, often subsidised by NHT membership fees, foster a culture of continuous improvement.
The NHT Network also provides resources like case studies and practice notes, accessible via the members’ portal. These materials distill lessons from top-performing councils, offering practical guidance on everything from community engagement strategies to cost-efficient maintenance techniques. By combining PSS data with peer insights, councils can develop tailored action plans that resonate with their local communities.
Driving Efficiency and Funding Success
The NHT PSS doesn’t just improve public satisfaction—it also supports financial and operational efficiency. By identifying underperforming areas, councils can allocate budgets more effectively, avoiding wasteful spending on low-priority issues. Moreover, high satisfaction scores strengthen applications for DfT’s Incentive Fund, which rewards councils for efficient and effective service delivery. In 2024, several NHT member authorities reported that their PSS-driven improvements directly contributed to securing additional funding, which was reinvested into further infrastructure upgrades.
Looking Ahead: The Future of NHT PSS
As the NHT Network continues to grow, the PSS is evolving to meet new challenges. Emerging priorities, such as sustainability and active travel (e.g., cycling and walking), are being integrated into the survey to reflect changing public expectations. The Network is also exploring digital enhancements, such as real-time data dashboards and predictive analytics, to help councils anticipate satisfaction trends before they emerge.
For councils not yet part of the NHT Network, the PSS offers a compelling reason to join. With a subscription-based model, authorities gain access to the survey, the members’ portal, and a wealth of collaborative opportunities—all designed to elevate service quality and public trust.
Join the NHT Network Today
The NHT PSS is transforming how UK local authorities understand and improve their highways and transport services. By providing clear, comparable data and fostering a collaborative environment, it empowers councils to boost satisfaction scores, secure funding, and deliver better outcomes for residents. Whether you’re a rural authority tackling potholes or an urban council enhancing accessibility, the NHT PSS is your gateway to smarter, more effective service delivery.
To learn more about how the NHT Network can benefit your authority, contact our team at +44 (0) 1884 841884 or complete the contact form on our website. Join the 142 councils already using NHT PSS to drive change and make your highways and transport services the best they can be.
