Generated by All in One SEO Pro v4.9.10, this is an llms-full.txt file, used by LLMs to index the site. # The National Highways and Transport Survey Transport Sector Benchmarking ## Posts ### [Public Transport – Narrative Summary (2008–2025)](https://nhtnetwork.org/public-transport-narrative-summary-2008-2025/) **Published:** May 5, 2026 **Author:** Sharon Andrews **Content:** Public satisfaction with public transport has remained relatively stable over the 18-year period of the NHT Survey, but long-term trends show a **gradual decline** since 2017, with a notable dip during the early 2020s. While passengers continue to express confidence in the safety and helpfulness of staff, perceptions of reliability, information quality, and value for money have fallen, resulting in lower overall satisfaction levels across the theme. **Overall Theme Performance** The Public Transport theme score remained consistent at around 60–61 through much of the 2010s but fell sharply after 2018, reaching 50 in 2023 before recovering slightly to 51 in 2025. This represents a decline of roughly ten points over the past decade. The downward shift likely reflects a combination of service reductions, changing travel patterns post-pandemic, and ongoing concerns about bus reliability and information. **Key Benchmark Indicators (KBIs)** The Key Benchmark Indicators reveal a mixed picture: - Local bus services overall (KBI 06) have shown minor fluctuations but remain at 56 in 2025, broadly similar to pre-2020 levels, indicating gradual recovery after a temporary fall. - Local bus service aspects (KBI 07) have dropped more steeply, from the low 60s in 2015–2018 to 50 in 2025, showing that while people value the service, satisfaction with its quality and consistency has weakened. - Public transport information (KBI 08) continues to underperform, declining steadily from 48 in 2014 to 36 in 2025, the lowest of all KBIs in this theme. - Taxi and minicab services (KBI 09) remain one of the highest-rated areas, holding steady int the low 60s despite minor fluctuations. - Community transport (KBI 10) has remained relatively stable at 54–55, suggesting consistent satisfaction among users of these services. Overall, KBI trends show a resilient but slightly eroding satisfaction with the core bus network, offset by weaker perceptions of public transport information. **Key Quality Indicators (KQIs)** Two Key Quality Indicators, introduced from 2020, provide further insight: - Responsive transport (KQI 03) and Public transport information (KQI 05) both show modest scores, sitting at 52 & 51 in 2025. These results reflect a steady but unremarkable level of satisfaction, with few signs of significant progress in communication or service responsiveness. **Benchmark Indicators (BIs)** Across the more detailed measures, a consistent pattern emerges: Bus access, cleanliness, and safety remain strong, while information, punctuality, and fares continue to drag overall satisfaction downward. Service Delivery and Reliability - Frequency of buses (PTBI 01) has declined slightly to 54 in 2025, suggesting passengers feel services are less frequent or convenient than before. - Punctuality (PTBI 04) remains low at 50, one of the weakest performing BIs, reflecting persistent public frustration with buses not arriving on time. - Overall local bus service (PTBI 06) stands at 56, down from 63 in 2015, continuing a slow downward trend. Value for Money and Fares - Bus fares (PTBI 07) have fluctuated more dramatically than other measures, improving from the 30s in the early years to a peak of 59 in 2023, before dipping to 55 in 2025. While some temporary improvements were noted, fares remain a sensitive area, with satisfaction influenced by wider cost-of-living pressures. Bus Stop and Facility Quality - Condition and number of bus stops (PTBI 02–03) remain steady around the mid-60s and mid-50s respectively, showing that infrastructure quality is viewed more positively than service performance. - Raised kerbs (PTBI 12) remain one of the most consistently high indicators, scoring 64 in 2025, demonstrating continued appreciation for accessibility improvements. Passenger Experience and Safety - Helpfulness of drivers (PTBI 09) and personal safety on buses (PTBI 10) both remain strong, at 67 and 65 respectively, with little change since 2015. - Personal safety while waiting at bus stops (PTBI 11) is slightly lower at 60, but has also remained relatively stable. These results indicate that despite service-related concerns, passengers continue to rate their personal experience with bus staff and safety highly. Information and Communication Information-related indicators remain the weakest area within this theme. - Scores for information clarity, accuracy, and amount (PTBI 13–15) have fallen from around 59 in 2014 to just above 50 in 2025. - Ease of finding information (PTBI 16) and information about accessible buses (PTBI 17) have both declined, now sitting in the high 40s. - Electronic display reliability (PTBI 19) has also decreased slightly to 48, while public transport information provision (PTBI 20) remains low at 51. Overall, these measures highlight ongoing difficulties for passengers in finding and trusting service information, especially as digital platforms evolve. Infrastructure and Provision The provision of bus stops (PTQI08) remains a bright spot, with a stable score of 85 since 2022 — among the highest in the survey. This suggests that physical accessibility and coverage remain strong even as satisfaction with timetables and communication has declined. **Overall Analysis** Between 2008 and 2025, the Public Transport theme has experienced a slow but clear decline in satisfaction, particularly over the last five years. While safety, driver behaviour, and physical accessibility continue to score well, there has been a significant loss of confidence in service reliability and communication. Passengers are now less satisfied with how often and how reliably buses run, and less likely to feel well informed about routes and timetables. Despite this, the core experience of travelling by bus remains positive, supported by friendly staff and safe conditions. **Summary Statement** Over the 18 years of the [NHT Survey](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/), public satisfaction with public transport has remained moderate but has fallen gradually since 2017. Confidence in driver helpfulness, personal safety, and accessibility remains strong, but satisfaction with reliability, information, and value for money has declined. While physical infrastructure such as bus stops and raised kerbs continues to be rated highly, perceptions of service quality and the availability of clear, accurate travel information have weakened — leaving overall satisfaction with public transport at its lowest point since the survey began. **Categories:** Articles, PSS **Tags:** public transport --- ### [Public Satisfaction with Walking and Cycling (2008–2025)](https://nhtnetwork.org/public-satisfaction-with-walking-and-cycling/) **Published:** April 29, 2026 **Author:** Sharon Andrews **Content:** Public satisfaction with walking and cycling infrastructure has remained moderate throughout the life of the NHT Survey but has shown a **slow and consistent decline over time**, particularly since 2017. While people continue to value pavements, footpaths, and access to rights of way, the data suggests increasing concern about the condition and cleanliness of these routes, as well as the adequacy of facilities for cyclists. **Overall Theme Performance** The Walking and Cycling theme score has fallen steadily from the mid-50s in 2017 to 51 in 2025, indicating a gradual reduction in satisfaction. This decline mirrors wider concerns about local maintenance, cleanliness, and investment in active travel infrastructure. The downward trend suggests that although walking and cycling remain popular travel options, the supporting infrastructure is not improving at the same rate as public expectations. **Key Benchmark Indicators (KBIs)** All Key Benchmark Indicators under this theme have either plateaued or declined: - Pavements and Footpaths (KBI 11) dropped from 57 in 2008 to 50 in 2025, reflecting worsening perceptions of condition, cleanliness, and obstruction. - Pavements and Footpaths (aspects) (KBI 12) show a similar fall from the mid-50s to 49, suggesting that detailed factors like surfacing and accessibility are also declining. - Cycle Routes and Facilities (KBI 13) have stayed relatively flat, moving from the low 50s in 2008 to 50 in 2025, but remain among the lowest-rated areas of active travel satisfaction. - Rights of Way (KBI 15) remains relatively strong but has still dipped slightly, from 59 in 2008 to 54 in 2025, indicating minor erosion in satisfaction with countryside access and maintenance. - Rights of Way (aspects) (KBI 16) follows the same pattern, slipping from 52 to 50. Taken together, the KBIs show that the decline in active travel satisfaction is broad-based, covering walking, cycling, and rural access alike. **Benchmark Indicators (BIs)** At a detailed level, the Benchmark Indicators reveal the specific areas where satisfaction has declined most — particularly pavement maintenance, cleanliness, and obstruction — alongside relatively stable but underperforming scores for cycling facilities. Walking and Pavements - Provision of pavements where needed (WCBI 01) remains among the strongest-performing indicators but has fallen from 66 in 2008 to 58 in 2025. - Condition (WCBI 02) and cleanliness (WCBI 03) of pavements have declined steadily, with cleanliness dropping to just 40 in 2025 — one of the sharpest falls within the theme. - Safe crossing points (WCBI 05) and drop kerb crossings (WCBI 06) remain moderately positive, at 55 and 54 respectively, though both are down several points since 2014. - Pavements being kept clear of obstruction (WCBI 07) is persistently low, falling from the low 40s to just 35 in 2025, reflecting public concern about blocked or uneven paths. - Ease of use for people with disabilities (WCBI 21) remains weak, slipping to 43, showing limited improvement in accessibility. Cycling Infrastructure Cycling-related measures have remained fairly stable but continue to sit below walking-related indicators. - Condition of cycle routes (WCBI 10) and cycle crossing facilities (WCBI 11) have held around 51 & 53. - Cycle parking (WCBI 12) and information/signing for cycle routes (WCBI 13 &14) remain in the 47 to 51 range, with minor gradual improvement in recent years. - Newer measures on the number, location, and facilities of cycle lanes and routes (WCBI 27–31) show slow progress, with scores rising slightly from the mid-40s to 47–50 by 2025. These results indicate incremental improvement in the availability of cycle infrastructure, but not enough to shift overall satisfaction levels. Rights of Way and Green Access - Indicators for signposting (WCBI 19) and condition (WCBI 20) of rights of way remain steady at 4 & 53 respectively, showing some resilience over time. - Overgrown footpaths and bridleways (WCBI 23) score just 37 in 2025, reflecting frustration with maintenance in rural or green routes. - Information about rights of way routes (WCBI 22) has also plateaued around 46, suggesting limited visibility or support for recreational walking and cycling networks. **Quality Indicators (QIs)** Quality-related measures show stronger results for infrastructure provision than for maintenance or usability: - Provision of pavements and pedestrian areas (WCQI30) has consistently scored in the high 70s, reaching 78 in 2025 — among the highest ratings in the entire survey. - Provision of cycle routes (WCQI15) and cycle lanes (WCQI16) have both improved gradually, from around 46–50 in 2020 to 55 and 51 respectively in 2025, indicating positive progress in investment and physical provision. These results suggest that while people recognise more infrastructure being delivered, maintenance, quality, and cleanliness issues continue to hold back public satisfaction. **Overall Analysis** Between 2008 and 2025, the Walking and Cycling theme has seen a gradual but persistent decline in satisfaction, driven primarily by concerns about pavement condition, obstruction, and cleanliness, alongside moderate dissatisfaction with cycle route maintenance and information. The data points to a clear divide between infrastructure provision and user experience: while new cycle lanes and walking routes are being added, the day-to-day condition and usability of those routes have not kept pace. Accessibility for disabled users, information about rights of way, and cleanliness remain particular weak spots, while the provision of pavements and new cycle infrastructure is viewed positively. Summary Statement** Since 2008, [satisfaction](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) with walking and cycling has declined gradually across most measures. Pavements, footpaths, and rights of way remain valued but are increasingly seen as poorly maintained and obstructed, while cleanliness and accessibility for disabled users have deteriorated further. Cycling provision is expanding, but perceptions of quality, safety, and information remain modest. Overall, the public recognises greater investment in infrastructure but continues to call for improvements in the maintenance, safety, and usability of active travel routes. **Categories:** Articles, PSS **Tags:** Public satisfaction with walking and cycling --- ### [Road Safety – Narrative Summary (2008–2025)](https://nhtnetwork.org/road-safety-narrative-summary-2008-2025/) **Published:** April 9, 2026 **Author:** Sharon Andrews **Content:** Public satisfaction with road safety has remained relatively steady across the life of the [NHT Public Satisfaction Survey](https://nhtnetwork.org/nht-public-satisfaction-survey-2025-executive-summary-overview/), but the latest results show a gradual long-term decline. The overall theme score has dropped from the mid-50s in 2017 to 50 in 2025, indicating that while safety remains an area of moderate confidence, the public perceives limited progress in improving road environments and education. **Overall Theme Performance** The Road Safety theme score has hovered around the low-to-mid 50s for most of the past decade but has shown a slow downward trend since 2019. The 2025 score of 50 marks a further one-point fall from the previous year, confirming that perceptions of safety on local roads have not improved in recent years. The decline appears to be driven more by concerns about the safety of vulnerable road users—particularly pedestrians, cyclists, and children—than by dissatisfaction with speed management or education. **Key Benchmark Indicators (KBIs)** Three Key Benchmark Indicators (KBIs) provide a summary of public attitudes to local safety, environment, and education: - Road Safety Locally (KBI 20) has decreased gradually from 59 in 2011 to 51 in 2025, reflecting lower public confidence in the safety of local streets and junctions. - Road Safety Environment (KBI 21), introduced later, has remained steady but low at around 52, showing that perceptions of the road environment—signage, lighting, and layout—have changed little. - Road Safety Education (KBI 22) has declined over time from 51 in 2011 to 46 in 2025, suggesting that people feel less aware of, or less engaged with, local safety campaigns and education programmes. Together these KBIs point to a broad but gentle decline in confidence across all aspects of road safety, with education showing the weakest scores. **Benchmark Indicators (BIs)** At a detailed level, results show that satisfaction with speed management has remained comparatively high, but confidence in safety for vulnerable users and training continues to lag behind. Speed Management and Control - Speed limits (RSBI 01) remain one of the strongest performing indicators, holding steady at 61 in 2025, only a few points below historic highs in the mid-60s. - Speed control measures (RSBI 02) and location of speed controls (RSBI 03) are similarly stable, both at 52, suggesting steady but unspectacular satisfaction with enforcement and road calming. - The provision of speed controls (RSQI09) remains consistent at 64, indicating broad approval for the level of physical measures such as humps, crossings, and signage. Overall, satisfaction with speed management has been stable for over a decade, with no significant deterioration or improvement. Safety for Pedestrians and Cyclists Indicators relating to walking and cycling safety have declined gradually since their introduction: - Safety of walking (RSBI 04) has fallen from 61 in 2020 to 57 in 2025. - Safety of cycling (RSBI 05) remains consistently lower, stable around 49. - These differences highlight the continued perception that cycling on local roads carries a higher risk than walking, with little progress in closing the safety gap. Children and Young People - Safety of children walking to school (RSBI 06) has declined modestly to 51, while safety of children cycling to school (RSBI 07) remains very low at 43, one of the weakest results across the theme. - Training and education measures also reflect this stagnation: - Children’s road safety training (RSBI 08) has remained largely unchanged at 49. - Motorcycle safety education (RSBI 09) and young driver education (RSBI 10) both show long-term declines, ending at 46 and 43 respectively. These trends suggest that safety education programmes have not gained traction with the public, and that younger and more vulnerable users are perceived to be less well protected on local roads. **Quality Indicators (QIs)** The sole Quality Indicator, Provision of Speed Controls (RSQI09), has held firm at 64 since 2020. This stability indicates that while residents are satisfied with the amount of speed management infrastructure, it has not translated into greater confidence in overall safety. **Overall Analysis** The long-term trend for road safety satisfaction is one of slow decline and limited progress. The most stable aspect of performance is speed management, where satisfaction has remained in the low 60s. However, measures relating to the safety of pedestrians, cyclists, and children have all weakened slightly in recent years. Education and awareness programmes are also struggling to engage the public, with scores for road safety education now among the lowest in the theme. Despite these challenges, the overall pattern is not one of sharp deterioration but of persistent stagnation. The data suggests that while most people still feel broadly safe on the roads, they see few signs of ongoing improvement. **Summary Statement** Public satisfaction with road safety has remained moderate but has gradually declined since 2018. Speed limits and control measures continue to be viewed positively, but perceptions of safety for cyclists, pedestrians, and children have weakened. Road safety education and training, particularly for young drivers and motorcyclists, remain low-scoring areas. Overall, while people recognise the presence of speed management measures, they feel that more needs to be done to improve education, awareness, and safety for vulnerable road users. **Categories:** PMF, PSS, Road Safety **Tags:** PMF, Road Safety --- ### [The Public Sees the Backlog — NHT Shows What Comes Next](https://nhtnetwork.org/the-public-sees-the-backlog-nht-shows-what-comes-next/) **Published:** March 23, 2026 **Author:** Sharon Andrews **Content:** ## The Role of Public Satisfaction in Highways Performance Across the NHT Network, local authorities have long understood that public satisfaction is not simply a perception metric. It is a critical insight into how the highways network is performing in real terms. Through the [NHT Public Satisfaction Survey](https://nhtnetwork.org/nht-public-satisfaction-survey-2025-executive-summary-overview/), authorities consistently capture how residents experience their local roads, from surface condition and potholes to the visibility of repairs, the management of roadworks and the clarity of communication. Over time, this data has shown a clear and consistent picture. Highway maintenance remains the lowest-performing service area, with satisfaction in road surface condition at just 26%, and long-term declines in how residents perceive the overall condition of the network. For the sector, this is more than feedback. It is evidence. It tells us where the network is falling short from the public’s perspective, and it increasingly informs how authorities prioritise investment, shape programmes and communicate with residents and elected members. In this way, NHT data is playing a central role in directing funding decisions and ensuring that limited resources are focused where they will have the greatest impact on both network performance and public confidence. --- ### ALARM 2026: Understanding the Scale of the Challenge The latest Asphalt Industry Alliance (AIA) ALARM 2026 survey reinforces and explains this picture. It sets out the scale of the underlying challenge, reporting a £18.62 billion backlog of carriageway repairs and estimating that it would take 12 years to bring local roads back to a reasonable steady state. Despite increases in maintenance funding, the condition of the network has improved only marginally, and the sector continues to operate within a significant funding shortfall. --- ### Bridging the Gap Between Data and Public Experience When viewed alongside NHT data, these findings are not surprising. They provide the engineering and financial context behind what residents are already telling us. Where ALARM quantifies the backlog, NHT shows how that backlog is experienced. Residents see the effects in deteriorating road surfaces, repeated patching, and disruption from ongoing works. They notice when repairs do not last, and when improvements are not yet visible. As a result, satisfaction remains low even where investment has increased, reflecting both the scale of the challenge and the time required for sustained programmes to take effect. --- ### The CQC Framework: Balancing Cost, Quality and Customer This relationship between asset condition and public perception sits at the heart of the NHT CQC framework—Cost, Quality and Customer. The framework recognises that highways services must balance financial constraints, technical performance and customer experience, rather than optimising any one of these in isolation. #### What This Means in Practice In practical terms, this means that authorities are making decisions within a more integrated framework, where: • cost reflects the reality of constrained and competing budgets • quality ensures interventions are adding value at the right point in time • customer insight ensures that outcomes are understood and valued by the public --- ### A Sector Under Pressure: Reactive vs Preventative Maintenance The ALARM 2026 findings highlight the consequences of a system that remains under pressure. The filling of 1.9 million potholes in a single year, alongside resurfacing cycles that in some cases extend towards once every 97 years, tells us that we are in a reactive situation. Regardless of the volume of proactive treatments as a percentage of spend all councils are effectively reactive. While these interventions are essential for safety and immediate risk management, they do not always deliver long-term improvement or sustained public confidence. Unfortunately unless funding increases substantially the reactive nature and continued decline is here to stay. --- ### Using Data to Drive Better Maintenance Decisions NHT data provides an important data set to combine with asset data. Enabling authorities to understand how different approaches to maintenance are perceived by residents. It supports more informed decisions about the balance between reactive and preventative work, and about how programmes can be designed to deliver outcomes that are both technically effective and publicly credible. --- ### Carbon Considerations and the Path to Net Zero Alongside this, the indepth work of carbon forecasting within the NHT CQC Network is further shaping how decisions are made. Authorities are increasingly considering not only the cost and condition implications of their programmes, but also their carbon impact and alignment with wider net zero commitments. This introduces an additional dimension to decision-making, requiring trade-offs to be assessed across cost, carbon, quality and customer outcomes. ### Balancing Short-Term Fixes with Long-Term Sustainability In this context, short-term reactive repairs may address immediate issues but can carry higher whole-life carbon costs and limited long-term benefit. Planned, preventative interventions can deliver more sustainable outcomes, but require clear communication to ensure that residents understand and value the investment being made. --- ### Signs of Progress — But a Persistent Perception Gap Encouragingly, the latest NHT results show early signs of improvement. Overall public satisfaction has increased to 48%, with modest gains in perceptions of road condition and maintenance activity. However, there remains a clear gap between increased investment and how that investment is experienced by residents. This reinforces a critical point for the sector. Investment must not only be made. It must be experienced, by the public, as improvement. --- ### A More Integrated Approach to Highways Decision-Making For senior leaders, the implication is clear. Highways services now sit at the intersection of financial pressure, asset deterioration, climate commitments and public expectation. Navigating this complexity requires a more integrated and evidence-led approach. NHT provides the public insight needed to understand what matters most to residents and how services are performing in their eyes. ALARM provides the engineering and funding evidence that explains the scale of the challenge. The CQC framework, alongside carbon considerations, enables these perspectives to be brought together into more balanced and effective decision-making. Taken together, they form a powerful evidence base for shaping strategy, prioritising investment and rebuilding public confidence in the network. --- ## The Future of Highways Strategy The direction of travel is clear. The future of highways decision-making will not be defined by asset condition or funding alone, but by how well these are aligned with customer insight, carbon impact and long-term sustainability. ### What Comes Next for Local Authorities What comes next is a shift in how decisions are made. Authorities will need to bring together asset data, funding, carbon and customer insight into a single, integrated evidence base, ensuring investment is not only technically sound, but experienced by residents as real improvement. In this context, the role of the NHT Network becomes central. It provides the insight needed to ensure decisions are not only right in theory, but working in practice. --- ### A Clear Challenge — And a Clear Response The challenge as set out by ALARM 2026 is significant. The response must be clear. Better decisions, grounded in how the network is experienced every day. **Categories:** CQC, NHT Results, PSS, The NHT Network **Tags:** Alarm 2026, CQC Framework, Public Satisfaction in Highways Performance --- ### [Public Satisfaction with Road Safety](https://nhtnetwork.org/public-satisfaction-with-road-safety/) **Published:** March 16, 2026 **Author:** Sharon Andrews **Content:** **Road Safety – Narrative Summary (2008–2025)** Public satisfaction with road safety has remained relatively steady across the life of the NHT Public Satisfaction Survey, but the latest results show a gradual long-term decline. The overall theme score has dropped from the mid-50s in 2017 to 50 in 2025, indicating that while safety remains an area of moderate confidence, the public perceives limited progress in improving road environments and education. **Overall Theme Performance** The Road Safety theme score has hovered around the low-to-mid 50s for most of the past decade but has shown a slow downward trend since 2019. The 2025 score of 50 marks a further one-point fall from the previous year, confirming that perceptions of safety on local roads have not improved in recent years. The decline appears to be driven more by concerns about the safety of vulnerable road users—particularly pedestrians, cyclists, and children—than by dissatisfaction with speed management or education. **Key Benchmark Indicators (KBIs)** Three Key Benchmark Indicators (KBIs) provide a summary of public attitudes to local safety, environment, and education: - Road Safety Locally (KBI 20) has decreased gradually from 59 in 2011 to 51 in 2025, reflecting lower public confidence in the safety of local streets and junctions. - Road Safety Environment (KBI 21), introduced later, has remained steady but low at around 52, showing that perceptions of the road environment—signage, lighting, and layout—have changed little. - Road Safety Education (KBI 22) has declined over time from 51 in 2011 to 46 in 2025, suggesting that people feel less aware of, or less engaged with, local safety campaigns and education programmes. Together these KBIs point to a broad but gentle decline in confidence across all aspects of road safety, with education showing the weakest scores. **Benchmark Indicators (BIs)** At a detailed level, results show that satisfaction with speed management has remained comparatively high, but confidence in safety for vulnerable users and training continues to lag behind. Speed Management and Control - Speed limits (RSBI 01) remain one of the strongest performing indicators, holding steady at 61 in 2025, only a few points below historic highs in the mid-60s. - Speed control measures (RSBI 02) and location of speed controls (RSBI 03) are similarly stable, both at 52, suggesting steady but unspectacular satisfaction with enforcement and road calming. - The provision of speed controls (RSQI09) remains consistent at 64, indicating broad approval for the level of physical measures such as humps, crossings, and signage. Overall, satisfaction with speed management has been stable for over a decade, with no significant deterioration or improvement. Safety for Pedestrians and Cyclists Indicators relating to walking and cycling safety have declined gradually since their introduction: - Safety of walking (RSBI 04) has fallen from 61 in 2020 to 57 in 2025. - Safety of cycling (RSBI 05) remains consistently lower, stable around 49. - These differences highlight the continued perception that cycling on local roads carries a higher risk than walking, with little progress in closing the safety gap. Children and Young People - Safety of children walking to school (RSBI 06) has declined modestly to 51, while safety of children cycling to school (RSBI 07) remains very low at 43, one of the weakest results across the theme. - Training and education measures also reflect this stagnation: - Children’s road safety training (RSBI 08) has remained largely unchanged at 49. - Motorcycle safety education (RSBI 09) and young driver education (RSBI 10) both show long-term declines, ending at 46 and 43 respectively. These trends suggest that safety education programmes have not gained traction with the public, and that younger and more vulnerable users are perceived to be less well protected on local roads. **Quality Indicators (QIs)** The sole Quality Indicator, Provision of Speed Controls (RSQI09), has held firm at 64 since 2020. This stability indicates that while residents are satisfied with the amount of speed management infrastructure, it has not translated into greater confidence in overall safety. **Overall Analysis** The long-term trend for road safety satisfaction is one of slow decline and limited progress. The most stable aspect of performance is speed management, where satisfaction has remained in the low 60s. However, measures relating to the safety of pedestrians, cyclists, and children have all weakened slightly in recent years. Education and awareness programmes are also struggling to engage the public, with scores for road safety education now among the lowest in the theme. Despite these challenges, the overall pattern is not one of sharp deterioration but of persistent stagnation. The data suggests that while most people still feel broadly safe on the roads, they see few signs of ongoing improvement. **Summary Statement** Public satisfaction with road safety has remained moderate but has gradually declined since 2018. Speed limits and control measures continue to be viewed positively, but perceptions of safety for cyclists, pedestrians, and children have weakened. Road safety education and training, particularly for young drivers and motorcyclists, remain low-scoring areas. Overall, while people recognise the presence of speed management measures, they feel that more needs to be done to improve education, awareness, and safety for vulnerable road users. **Categories:** Articles, NHT Results, PMF, PSS **Tags:** Public Satisfaction, Public Satisfaction with Road Safety --- ### [How Local Authorities Use a Performance Management Framework Effectively](https://nhtnetwork.org/performance-management-framework-local-authorities/) **Published:** March 6, 2026 **Author:** Sharon Andrews **Content:** Local authorities face increasing pressure to deliver efficient, transparent, and accountable public services. To meet these demands, many councils are turning to a [**Performance Management Framework**](https://nhtnetwork.org/services/performance-management-framework/) as a structured approach to monitor, evaluate, and improve their operations. By providing clear objectives, measurable indicators, and regular reporting, this framework enables decision-makers to identify strengths, address weaknesses, and make informed choices. Implementing a Performance Management Framework is not just about tracking numbers; it helps local authorities align resources, enhance service quality, and ensure that community needs are effectively met. Moreover, with consistent monitoring and feedback, councils can adapt strategies in real time, fostering continuous improvement. As local governments navigate complex challenges, a well-designed framework becomes essential for achieving both efficiency and accountability. ## Understanding a Performance Management Framework A Performance Management Framework serves as a roadmap for local authorities, guiding how objectives are set, measured, and achieved. At its core, the framework provides a structured system to monitor progress, evaluate outcomes, and improve decision-making. By clearly defining goals and key performance indicators (KPIs), councils can track the effectiveness of their services and ensure accountability to the public. Typically, a robust framework includes several critical components. These may involve setting strategic objectives, designing performance measures, establishing data collection methods, and creating regular reporting processes. Each element works together to provide a complete picture of organisational performance, helping local authorities identify areas for improvement and celebrate successes. Furthermore, a Performance Management Framework supports evidence-based decision-making. By analysing reliable data, councils can allocate resources efficiently, prioritise initiatives, and respond proactively to emerging challenges. Ultimately, understanding how this framework operates lays the foundation for local authorities to implement it effectively and maximise its benefits. ## Benefits for Local Authorities Implementing a Performance Management Framework offers multiple advantages for local authorities, enabling them to deliver services more effectively and efficiently. First, it enhances accountability by providing a clear record of objectives, actions, and outcomes, ensuring transparency to both internal teams and the public. This clarity allows councils to demonstrate how decisions are made and resources are used, fostering trust within the community. Second, a structured framework improves service delivery. By tracking performance through measurable indicators, local authorities can identify areas that need attention, streamline processes, and allocate resources where they are most needed. Over time, this leads to higher-quality services and better outcomes for residents. Additionally, the framework supports informed decision-making and strategic planning. With consistent monitoring and analysis, councils can respond proactively to challenges, adapt policies, and implement improvements based on real data rather than assumptions. Overall, a Performance Management Framework not only strengthens operational efficiency but also reinforces public confidence in local governance. ## Steps Local Authorities Take to Implement a Performance Management Framework Effectively Implementing a Performance Management Framework successfully requires a structured approach. Local authorities typically begin by clearly defining their strategic objectives. These goals provide direction and ensure that all departments work toward common priorities. Once objectives are set, councils establish measurable key performance indicators (KPIs) to track progress and evaluate success. Next, accurate data collection and analysis become essential. By gathering reliable information from various departments, local authorities can monitor performance trends, identify areas needing improvement, and make informed decisions. Regular reporting further supports transparency, allowing both internal teams and stakeholders to understand progress and challenges clearly. Equally important is fostering a culture of continuous improvement. Local authorities often review outcomes, learn from successes and setbacks, and adjust strategies accordingly. Staff training and engagement play a crucial role in this process, ensuring that teams understand their responsibilities within the framework. By following these steps—setting objectives, defining KPIs, collecting and analysing data, reporting results, and encouraging continuous improvement—local authorities can leverage a Performance Management Framework to enhance service delivery, accountability, and efficiency across their operations. ## Overcoming Challenges in Implementation While a Performance Management Framework offers significant benefits, local authorities often face challenges during implementation. One common hurdle is inconsistent or poor-quality data, which can make it difficult to track progress accurately. To address this, councils invest in reliable data collection systems and establish clear guidelines for reporting across all departments. Another challenge is resistance to change. Staff may be hesitant to adopt new processes or tools, especially if they perceive them as additional work. Effective training, clear communication, and demonstrating the framework’s benefits can help build engagement and foster a culture that embraces performance improvement. Resource constraints also present difficulties, as smaller councils may struggle to dedicate sufficient personnel or technology to maintain the framework. Strategic planning and prioritisation allow authorities to focus on high-impact areas first, ensuring meaningful results even with limited resources. By acknowledging these challenges and implementing practical solutions, local authorities can maintain the effectiveness of their Performance Management Framework. Overcoming obstacles not only strengthens the framework’s impact but also ensures sustainable improvements in service delivery and accountability. ## Case Study: Effective Use of a Performance Management Framework To illustrate the impact of a Performance Management Framework, consider a mid-sized local council that aimed to improve its waste management services. By implementing the framework, the council set clear objectives, such as reducing missed collections and improving recycling rates. Key performance indicators were established to measure progress weekly, including collection punctuality and resident satisfaction. With consistent data collection and analysis, the council was able to identify underperforming areas and deploy targeted interventions, such as route optimisations and staff training. Regular reporting kept both management and the community informed, ensuring transparency and accountability. Over six months, the council achieved noticeable improvements: missed collections decreased by 30%, recycling participation increased, and residents reported higher satisfaction with waste services. This example demonstrates how a structured Performance Management Framework allows local authorities to make informed decisions, respond proactively to challenges, and achieve tangible results for the community. ## FAQs #### What is a Performance Management Framework in local government? A Performance Management Framework is a structured system used by local authorities to set objectives, measure progress, and improve service delivery through consistent monitoring and evaluation. #### Why is a Performance Management Framework important for local authorities? It helps councils improve accountability, streamline processes, make data-driven decisions, and ensure services meet community expectations. #### How do local authorities measure performance effectively? Authorities use key performance indicators (KPIs), regular reporting, and data analysis to monitor progress and identify areas for improvement within the framework. #### What challenges do councils face when implementing a Performance Management Framework? Common challenges include inconsistent data, staff resistance, and limited resources. Addressing these challenges through training, clear processes, and prioritisation ensures effective implementation. #### Can a Performance Management Framework improve public trust? Yes, by promoting transparency, accountability, and measurable improvements, the framework helps local authorities build confidence and trust with residents. ## Key Takeaways A well-implemented Performance Management Framework is a powerful tool for local authorities seeking to enhance [**efficiency**](https://en.wikipedia.org/wiki/Efficiency), accountability, and service quality. By setting clear objectives, defining measurable KPIs, collecting accurate data, and fostering a culture of continuous improvement, councils can make informed decisions that benefit both operations and the community. Overcoming challenges such as data inconsistencies, staff resistance, and resource limitations is essential to maintain the framework’s effectiveness. Real-world examples show that structured implementation not only improves performance but also strengthens transparency and public trust. Ultimately, adopting a Performance Management Framework enables local authorities to respond proactively to emerging challenges, optimise resource allocation, and deliver services that truly meet community needs. **Categories:** Articles **Tags:** Performance Management Framework --- ### [NHT Review of Data Collected for the Transparency Ratings](https://nhtnetwork.org/nht-review-of-data-collect-for-the-transparency-ratings/) **Published:** February 18, 2026 **Author:** Sharon Andrews **Content:** ## Introduction The Department for Transport’s Transparency Returns represent a significant step towards increasing visibility and accountability in local highway asset management across England. They were introduced in a context where there is strong political commitment to transparency, including the ministerial promises of comparative ratings. Authorities were asked to publish data locally, with a proforma provided for guidance, but with freedom to present the data in whatever format they chose, provided it was publicly available by a specified date. Only later did it become clear that the data would be used to construct national ratings for condition, spend and best practice. This sequencing – collecting data before its analytical use was fully specified – is understandable from a policy perspective, but it has important consequences for the quality, comparability and defensibility of the resulting evidence. The experience of the [National Highways and Transport (NHT) Network](https://nhtnetwork.org/nht-public-satisfaction-survey-2025-executive-summary-overview/) in manually collecting data from all the authority websites provides a particularly clear illustration of these consequences. The effort required to reconstruct a single usable national dataset from many differently structured local publications is itself a signal that the current collection approach is not well aligned with national analytical use. This paper draws on a system-level analysis of the Annex A fields actually used by DfT in its published ratings. It does not assess highway performance. Instead, it asks whether the data submitted is sufficiently complete, coherent and comparable to support the use DfT has made of it, and what changes would most effectively strengthen the system going forward. ### Scope and approach The analysis focuses exclusively on those fields that DfT has used in its ratings: red and amber condition for A and BC roads and red condition for U roads; planned capital maintenance spend and DfT capital allocation; and the preventative maintenance share. The aim has been to understand how well the data supports DfT’s published methodology, rather than to form any judgement on authorities themselves. The work examines completeness and missingness, logical coherence within the data, adherence to expected bounds and scales, patterns of year-on-year change, and recurring data quality signals such as rounding, carry-forward and co-missing fields. The emphasis throughout has been on system-level behaviour rather than individual authority outliers. ### What the analysis shows Overall, the data is not “bad”. Most values are structurally valid and many fields are reported consistently across most authorities. However, several persistent patterns indicate weaknesses in the design of the collection system rather than in authority behaviour. A first issue is structural incompleteness. Some of the fields that DfT relies on for its ratings are routinely missing for a significant minority of authorities. Around one in ten authorities are missing at least one key condition value in the most recent year, rising to nearly one in five in earlier years. This pattern is stable and widespread, suggesting that the system makes it too easy to submit incomplete data for metrics that are central to the ratings. A second issue concerns internal coherence. There are cases where reported proportions of red and amber condition add up to more than the total possible share. These are mechanical contradictions rather than differences of interpretation or performance, and their presence indicates that the collection system currently allows logically invalid data to enter the evidence base used for published ratings. There is also evidence of ambiguity in scale and interpretation. While most condition values sit within plausible numeric ranges, a small but persistent proportion appear to reflect inconsistent use of scale, for example proportions being entered where percentages are expected or vice versa. More importantly, even where the numbers look similar, it is not always clear that all authorities are measuring exactly the same thing, for example the road condition survey method. The spend data presents a different but equally significant comparability issue. There are many instances where planned capital maintenance spend differs from DfT capital allocation by orders of magnitude. While some variation is to be expected, differences of this scale are unlikely to be explained purely by investment choices or network size. They more plausibly reflect inconsistent definitions of what counts as capital maintenance, mismatched financial years, or inconsistent units. Finally, several metrics show patterns of being carried forward unchanged across years, and there are instances of large year-on-year changes occurring across many authorities at once. These patterns are more consistent with reporting or interpretation changes than with real-world change, and point to the absence of defined questions and a lack of guidance that would allow such changes to be understood and managed. ### The underlying cause: how the system was designed These issues are best understood not as failures of authorities, but as predictable consequences of how the Transparency Returns were set up. Authorities were required to publish data locally, but allowed to do so in any format they wished. As a result, some used the DfT proforma, some adapted it, others created bespoke tables, and others embedded data in PDFs or reports. There was no standard submission mechanism and no opportunity for validation or consistency checking at the point of entry. The approach taken by DfT prioritised local publication and flexibility, which made sense in a transparency-first context. However, it also meant that national aggregation, validation and quality control could only happen after the fact, placing a substantial burden on DfT. Making it difficult to ensure that the data is truly comparable and defensible for national ratings. In effect, the system optimised for local presentation rather than for national evidence production. The data quality issues observed flow naturally from that choice. ### What the data is realistically suited to Given how it has been collected, the Transparency Returns are currently best suited to understanding system-wide patterns, trends and pressures, rather than to rate or rank individual authorities. Collectively they are only valuable for identifying where condition or investment is under strain nationally, for understanding the scale and variability of practice, and for supporting policy development and modelling. The system is less well suited, in current form, to treating small differences between individual authorities as robust performance signals. This is not a criticism of the data, but a recognition of the relationship between collection design and analytical use. ### How the system could be strengthened Most of the weaknesses identified can be addressed without increasing reporting burden, simply by changing how the data is collected rather than what is collected. Relatively modest validation improvements would remove a large class of errors, for example preventing submission where red and amber condition exceed the total possible share, enforcing non-negativity and bounds, and introducing soft warnings for extreme spend-to-allocation ratios. Making fields that are directly used in DfT’s ratings mandatory, or requiring explicit justification when they are missing, would significantly improve completeness. The guidance could be made more operational by explicitly specifying denominators, asset scope and financial alignment, and by including worked examples for metrics that are difficult to derive consistently, such as preventative maintenance share. Explicitly stating how each field is used by DfT would help authorities focus their effort where it matters most. Form design improvements, such as enforcing units and scale in the input itself, removing silent carry-forward without review prompts, and structuring the form to reduce partial completion, would further improve consistency without adding complexity for authorities. Finally, relatively light-touch governance improvements, such as capturing whether values are measured or estimated, recording sign-off responsibility, and versioning the form and guidance, would make it much easier to interpret changes over time and maintain confidence in the system. ### A particular opportunity: a sector standard input form A particularly significant opportunity arises from the fact that NHT has already developed an Annex A input form, which some authorities have used successfully to publish their returns. This is built on the experience of setting up and running the largest performance benchmarking network in the sector. Where the input data feeds directly into an SQL database. This is not a theoretical solution but a working one, already aligned with authority practice and sector norms. Rolling this out nationally would transform the collection system with minimal additional development. It would enable validation at the right point, enforce structure and units, and dramatically reduce the burden of national aggregation, while remaining sector-led rather than centrally imposed. #### Conclusion The Transparency Returns have made an important contribution to transparency in local highway asset management. However, the current collection approach prioritises publication over evidence quality. The data quality issues observed are not primarily the result of authority behaviour, but of a decentralised, unvalidated collection model. By modestly redesigning the collection system – particularly through standardisation and validation – DfT can substantially improve the quality, usability and credibility of the data, while reducing burden on both authorities and data users. NHT is well placed to support this transition, building on its existing tools, relationships and expertise. **Categories:** NHT Results **Tags:** Data Collect for the Transparency Ratings, NHT Explained --- ### [Tackling Congestion – Narrative Summary (2008–2025)](https://nhtnetwork.org/public-satisfaction-tackling-congestion/) **Published:** February 25, 2026 **Author:** Sharon Andrews **Content:** Public satisfaction with efforts to tackle congestion has steadily declined since the early years of the [NHT Public Satisfaction Survey.](https://nhtnetwork.org/services/public-satisfaction-survey/) Despite some consistency in perceptions of roadwork management and traffic pollution, the data shows a broad erosion of public confidence in how effectively congestion and road disruption are being managed. **Overall Theme Performance** The Tackling Congestion theme score has fallen gradually but persistently — from around 47 in 2017 to 42 in 2025. This represents a cumulative drop of six points in eight years and reflects the lowest overall satisfaction levels since the survey began. The downward trajectory indicates growing frustration with congestion, roadwork delays, and on-street parking management, even as councils continue to invest in road infrastructure and traffic management measures. **Key Benchmark Indicators (KBIs)** Three KBIs provide an overview of how the public perceives congestion management and related issues: - Traffic levels and congestion (KBI 17) have shown a steady decline from 49 in 2012 to 40 in 2025, underlining increasing dissatisfaction with the volume of traffic and perceived congestion in local areas. - Management of roadworks (KBI 18) has followed a similar trend, dropping from 52 in 2012 to 42 in 2025, reflecting concerns over disruption, delays, and coordination. - Traffic management (KBI 19), introduced later, has remained consistently low at 38, indicating limited confidence in how local authorities handle day-to-day traffic flow. Collectively, these KBIs show that residents view congestion as a worsening problem, with limited progress in mitigating its impacts. **Key Quality Indicator (KQI)** The Traffic Pollution (KQI 04) measure has been more stable, hovering around 46 since 2020, suggesting that public perceptions of air quality management and emissions control have neither improved nor deteriorated significantly. However, satisfaction remains modest, implying ongoing concern about environmental impacts from traffic. **Benchmark Indicators (BIs)** The detailed Benchmark Indicators highlight several consistent weaknesses in the public’s experience of roadwork management and congestion reduction, along with a few areas of relative stability. Roadworks and Disruption - Advanced warning of roadworks (TCBI 01) remains one of the better-performing indicators at 55, though this too has fallen from highs of 61 in the early 2010s. - Efforts to reduce delays to traffic (TCBI 02) and time taken to complete roadworks (TCBI 03) have both seen sharp declines, dropping to 38 and 33 respectively by 2025. These are now among the lowest-scoring aspects of the entire theme. - Signposting of road diversions (TCBI 04) has fallen to 49, reflecting ongoing concerns about communication during works. - Helplines and public information (TCBI 05) have plateaued around 38, suggesting limited improvement in how residents are informed about disruptions. Taken together, these results indicate that the management and communication of roadworks remain significant pain points for the public. Impact on Residents - Efforts to minimise nuisance to residents (TCBI 06) and overall management of roadworks (TCBI 07) both stable at 42 & 39 in 2025, again showing decline from the early 2010s when scores were above 50. This decline suggests that although councils have improved technical management of works, the public impact — such as noise, accessibility, and delays — remains poorly perceived. Parking and Traffic Management - Tackling illegal on-street parking (TCBI 11) has seen one of the steepest long-term declines, from the mid-40s to just 33 in 2025. - Restrictions on parking on busy roads (TCBI 12) and good park and ride schemes (TCBI 13) also show persistent decline, both now at 40. - Heavy goods vehicle routing (TCBI 14) remains static at 40, showing no significant progress in managing larger traffic flows through local areas. Overall, satisfaction with parking management and enforcement has weakened considerably, with most indicators now scoring in the low 30s or 40s. 🌫 Information and Awareness The single Quality Indicator on local pollution information (TCQI19) remains very low at 38, despite minor improvement from 2020. This indicates limited public awareness or satisfaction with how councils communicate about traffic-related pollution and environmental health impacts. **Overall Analysis** Between 2008 and 2025, the Tackling Congestion theme has shown a sustained downward trend across all measures, with the steepest falls in satisfaction linked to traffic congestion, roadwork delays, and parking enforcement. While some indicators — such as advance warning of roadworks and speed of pollution management — have remained relatively steady, the overall story is one of public frustration with traffic conditions and disruption. This decline is consistent across both urban and rural contexts and suggests that increasing vehicle numbers, combined with the pressures of maintaining and upgrading road infrastructure, are continuing to erode satisfaction. **Summary Statement** Since 2008, public satisfaction with tackling congestion has steadily fallen, reflecting growing frustration with traffic levels, disruption from roadworks, and the management of parking and heavy goods vehicles. While communication and pollution management have remained stable, the public perceives little improvement in journey times or coordination of works. By 2025, tackling congestion is one of the lowest-performing themes in the NHT Survey, highlighting the continuing challenge for authorities to manage growing traffic pressures while minimising inconvenience to residents and road users. **Categories:** Articles, NHT Results **Tags:** Tackling Congestion --- ### [Eighteen Years of Public Insight into Local Transport Services](https://nhtnetwork.org/nht-survey-public-insight-into-local-transport-services/) **Published:** February 4, 2026 **Author:** Sharon Andrews **Content:** **Introduction** Since its launch in 2008, the National Highways and Transport (NHT) Public Satisfaction Survey has provided [local authorities across the UK](https://nhtnetwork.org/nht-members/) with a consistent and independent measure of Public Insight into Local Transport Services. Now in its eighteenth year, the survey remains the most comprehensive benchmark of resident satisfaction with local transport, capturing views across key themes including highway maintenance, accessibility, public transport, walking and cycling, road safety, congestion, and communications. The 2025 results continue to offer valuable insight into how the public perceive the quality, safety, and management of local transport networks. While some areas — such as street lighting and personal safety — remain strong, others, notably road condition, congestion, and the management of maintenance works, show continued decline. The overall trend across the survey is one of gradual reduction in satisfaction, reflecting growing expectations and increasing pressures on local transport networks. 1. **Highway Maintenance and Enforcement** Satisfaction with Highway Maintenance and Enforcement has declined consistently over time, with the theme score falling from 51 in 2017 to 43 in 2025 — the lowest since the survey began. Public concern over the condition of roads and pavements, particularly potholes and repair quality, continues to dominate this area. The Condition of Highways (KBI 23) has dropped from 36 in 2017 to 27 in 2025, while Highway Maintenance (KBI 24) has fallen from 49 to 43. Lighting remains the strongest performing area, maintaining satisfaction levels around 60 despite slight decline. Benchmark indicators show marked deterioration in road surface quality, drainage, and pothole repair, while winter maintenance and street lighting continue to perform well. Overall, the findings indicate a long-term erosion of satisfaction with road maintenance, linked to visible deterioration, slower repairs, and concerns about drainage and verge upkeep. Summary: Public confidence in highway maintenance has fallen steadily, driven by perceptions of worsening road condition and pothole management, even as lighting and winter services remain comparatively strong. 2. **Accessibility** The Accessibility theme continues to perform relatively well, though scores have declined slightly over time. The theme score stands at 67 in 2025, down from 70 in 2017. Access to key services remains positive: local shops (ABI 03) score 78, and health facilities (ABI 05) and schools (ABI 06) remain in the low-to-mid 70s. However, access to hospitals (ABI 04) has dropped to 63, and access for people with disabilities (KBI 04) has declined to 62 — the lowest in this category. Satisfaction with public transport connections and post office/bank access has also fallen, reflecting broader changes in local service provision. Notably, the Quality Indicator for electric vehicle charging points (ACQI25) shows steady improvement, increasing from 26 in 2021 to 41 in 2025, highlighting growing public recognition of new transport infrastructure. Summary: Accessibility remains one of the better-rated areas but has seen gradual decline, especially for disabled users and those without a car. While new infrastructure such as EV charging points is improving, access to essential local services is becoming more difficult for some groups. 3. **Public Transport** Satisfaction with Public Transport has fallen from the early 2010s highs of around 61 to 51 in 2025. While bus safety and driver helpfulness remain strong, other measures — particularly reliability, information, and value for money — have deteriorated. Local bus services (KBI 06) remain stable at 56, but Public Transport Information (KBI 08) has declined sharply from 48 in 2014 to 36 in 2025. Satisfaction with punctuality (PTBI 04) remains low at 50, and with frequency (PTBI 01) at 54. However, personal safety on the bus (PTBI 10) and helpfulness of drivers (PTBI 09) remain among the highest scores, at 65 and 67 respectively. Infrastructure provision such as bus stops (PTQI08) continues to score highly at 85, but information clarity and reliability remain weak. Summary: Passengers continue to value the safety and helpfulness of staff but express declining satisfaction with reliability, frequency, and travel information. The physical network is viewed positively, but communication and service delivery remain areas for improvement. 4. **Walking and Cycling (Active Travel)** The Walking and Cycling theme has declined steadily from 55 in 2018 to 51 in 2025. Satisfaction with pavements, cycle routes, and rights of way has all fallen slightly, with the sharpest drops seen in the cleanliness (WCBI 03) and obstruction (WCBI 07) of pavements. While provision of pavements (WCBI 01) remains relatively high at 58, satisfaction with condition (WCBI 02) and cleanliness has fallen to 46 and 41 respectively. Accessibility for people with disabilities (WCBI 21) remains low at 43. Cycling scores remain modest but stable: Cycle route condition (WCBI 10) stands at 53, while information and signing for cyclists (WCBI 13–14) have improved slightly to 50 & 47. Rights of way and bridleways have maintained moderate satisfaction in the low to mid-50s. Encouragingly, provision measures show improvement: cycle routes (WCQI15) have risen to 55, and pavement provision (WCQI30) remains high at 78. Summary: While investment in infrastructure has improved provision, public satisfaction continues to decline due to poor maintenance, cleanliness, and accessibility. The results highlight a growing divide between physical availability and the day-to-day usability of active travel routes. 5. **Tackling Congestion** Tackling Congestion remains one of the lowest-rated themes, with the score falling from 47 in 2017 to 41 in 2025. Traffic levels and congestion (KBI 17) are stable at 40, reflecting growing public frustration, while management of roadworks (KBI 18) has fallen to 42. The Traffic Pollution indicator (KQI 04) remains stable at 46, showing little change in perception of air quality. Detailed indicators reveal continued dissatisfaction with roadwork delays and communication. Time taken to complete works (TCBI 03) now scores just 33, and efforts to reduce delays (TCBI 02) have fallen to 38. Scores for illegal parking (TCBI 11) and park and ride (TCBI 13) are also among the lowest in the survey, at 33 & 40. Summary: Satisfaction with congestion management continues to decline, driven by frustration with delays, poor communication around roadworks, and limited improvement in traffic flow. While awareness of pollution is stable, tackling congestion remains a key public concern. 6. **Road Safety** The Road Safety theme has remained relatively stable but has seen a gradual decline since 2019, with the theme score now 50. Local road safety (KBI 20) remains at 51, while road safety education (KBI 22) has declined to 46, showing reduced engagement with safety campaigns. Speed limits (RSBI 01) and speed control measures (RSBI 02) remain strong, both around 61–52, while provision of speed controls (RSQI09) is consistent at 64. However, satisfaction with the safety of vulnerable users has decreased: - Safety of walking (RSBI 04): 57 - Safety of cycling (RSBI 05): 49 - Safety of children cycling to school (RSBI 07): 43 Education and training scores remain low, with young driver training (RSBI 10) falling to 43. Summary: Public perceptions of speed management remain positive, but concerns persist about the safety of pedestrians, cyclists, and children. Education and awareness remain low-scoring, suggesting a need to refocus road safety campaigns on vulnerable users. 7. **Communications** The Communications theme continues to score below other areas, with a stable but low theme score of 46 since 2021. Residents consistently report feeling under-informed about local transport and maintenance, with most “well informed” measures in the 40s or below. - Awareness of public transport (CMQI04) and highways and transport (CMQI05) sits at 46 and 43 respectively. - Information about road repairs (CMQI06) and air quality (CMQI07) remains very low at 29–25. - Awareness of climate change and personal actions (CMQI18 & 21) is higher, scoring 59 & 64, suggesting successful communication in this area. Scores for ease of contact and staff responsiveness remain static: reporting a problem (CMQI31) at 52, and quality of staff response (CMQI34) at 47. Summary: Communication remains a persistent weakness. While climate awareness has improved, residents continue to feel poorly informed about roadworks, maintenance, and local transport services. Contact and response satisfaction remain modest, pointing to the need for clearer, more proactive communication. **Conclusion** Across all themes, the 2025 NHT Survey paints a consistent picture: gradual decline in satisfaction across nearly every area, punctuated by a few areas of stability or improvement — notably street lighting, winter maintenance, accessibility of core services, and the provision of new active travel infrastructure. The public continues to express confidence in areas that are visible, well-maintained, and proactively managed, such as lighting and gritting, but concern persists around road surface condition, congestion, maintenance response times, and communication. **Overall Message:** The 2025 results underline the continuing challenge for local authorities to maintain service quality amid growing expectations and constrained resources. Sustained investment, improved communication, and greater coordination across services will be essential to reversing the downward trend and restoring public confidence in the transport network. **Categories:** Articles, NHT Results **Tags:** National Highways & Transport (NHT) Public Satisfaction Survey, NHT Survey --- ### [Local road ratings: why transparency must be reliable, contextual and meaningful](https://nhtnetwork.org/local-road-ratings-nht/) **Published:** January 15, 2026 **Author:** Sharon Andrews **Content:** > “Transparency only builds trust when it is clear, reliable and properly contextualised. Without that, headline ratings risk confusing the picture rather than improving it.” ## Supporting Transparency — With the Right Foundations The NHT Network supports the principle of transparency in local road maintenance and the need for information that helps the public and decision-makers understand how local highway networks are being managed. However, the DfT Local Road Maintenance Ratings for 2025–26 should be treated with caution. As currently presented, the ratings are not sufficiently clear or accessible, and they do not provide a robust, reliable or comprehensive picture of local highway authority performance when viewed in isolation. ### Limitations of Self-Reported, Unrefined Indicators #### Data completeness and interpretation matter The ratings are based on a limited set of self-reported indicators derived from unrefined questions. While useful as transparency inputs, these measures do not function as a comparative performance assessment. As a result, differences in data completeness, question interpretation and reporting practice influence outcomes, making it difficult for authorities and the public to understand what is really driving the ratings results. More fundamentally snapshots without sufficient context or trend can obscure longer-term performance, investment cycles and network challenge. This limits the usefulness of the ratings for explaining outcomes or supporting improvement, and risks encouraging short-term responses rather than good long-term asset management. These challenges are not new. They are well understood across the sector and have already been addressed through the NHT Cost, Quality and Customer (CQC) Efficiency Network. Developed collaboratively by Local Highways Authorities for Local Highway Authorities over more than a decade, [CQC](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) already provides a sector-owned, independently assured benchmarking framework that integrates cost, condition and customer insight; normalises performance for network context and demand; uses multi-year trends and; focuses on explanation and improvement, not league tables ### A More Constructive Approach to Transparency The NHT Network believes transparency reporting is most effective when it is interpreted through robust, established, contextual frameworks. We remain committed to support our membership through constructive engagement with the Department for Transport and the wider sector to support the development an approach that improves understanding, credibility and, ultimately, outcomes for road users. Statement from Jon Munslow, NHT Chair **Categories:** Articles, NHT Results **Tags:** Local road ratings, National Highways & Transport (NHT) Public Satisfaction Survey, NHT --- ### [Building on What Already Works: The Case for CQC in Transparency Reporting](https://nhtnetwork.org/building-on-cqc/) **Published:** January 14, 2026 **Author:** Sharon Andrews **Content:** If transparency reporting is to be strengthened to improve comparability between authorities, there is a strong case for building on the established work of the [CQC Efficiency Network](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) rather than developing a new framework from scratch. [CQC](https://nhtnetwork.org/services/cqc-efficiency/) has spent more than a decade addressing precisely the challenges that transparency reporting is now seeking to resolve. It already operates a mature, harmonised data framework that brings together total maintenance cost (TOTEX), road condition, and key contextual cost drivers such as traffic loading, network size, urban/rural mix, and regional market pressures. This allows authorities to be compared on a genuinely like-for-like basis, rather than on raw, unadjusted figures that can be heavily influenced by local circumstances. ### Moving Beyond Cost Data: Explaining *Why* Differences Exist Crucially, CQC’s approach goes beyond collecting data in isolation. It is designed to explain why costs differ, not simply to show that they do. By explicitly linking spend to condition and network challenge, the framework helps distinguish between authorities that are spending more because they face greater need, and those where higher costs do not translate into improved outcomes. This is a distinction that simple transparency metrics struggle to make. Another important advantage is that CQC’s methodology has been developed with a clear awareness of behavioural incentives. Single-year, threshold-based metrics can unintentionally encourage short-term or cosmetic changes designed to improve reported positions, rather than sustainable improvements in network condition or efficiency. CQC’s use of multi-year trends, total cost, and normalised comparisons reduces the risk of such perverse incentives and supports longer-term decision-making. ### Reducing Risk and Burden by Using an Established Model From a practical standpoint, building on CQC would also reduce the burden and risk associated with redesigning transparency reporting. The data definitions, validation processes, and analytical methods have already been tested, refined, and accepted by a large number of authorities. Using this existing foundation would allow improvements in comparability to be delivered more quickly and with greater confidence than attempting to design and implement a new national framework from the ground up. Finally, CQC benefits from independent oversight and academic rigour, with its methodology developed and applied by experts at the University of Leeds. This provides transparency, credibility, and assurance that the analysis is not driven by policy or funding considerations, but by a clear and consistent analytical framework. ### A Pragmatic Route to Better Transparency and Insight Taken together, this suggests that strengthening transparency reporting does not require reinvention. Instead, aligning transparency data more closely with CQC’s established standards — or explicitly using CQC analysis as the interpretive layer for transparency returns — would offer a pragmatic, lower-risk route to more meaningful comparability, better insight, and more constructive engagement across the sector. **Categories:** Articles, CQC, DFT **Tags:** CQC Effeciency network, National Highways & Transport (NHT) Public Satisfaction Survey --- ### [Understanding the National Highways and Transport Network (NHT)](https://nhtnetwork.org/understanding-the-national-highways-and-transport-network-nht/) **Published:** September 17, 2025 **Author:** Sharon Andrews **Content:** The [**National Highways and Transport**](https://nhtnetwork.org/) (NHT) Network is a subscription-based benchmarking and service improvement initiative designed specifically for local authorities. By bringing together councils from across the UK, the NHT provides a trusted, evidence-led approach to understanding performance, engaging residents, and identifying opportunities for improvement in highways and transport services. ### What the NHT Offers Councils Membership of the NHT gives local authorities access to: - **Comprehensive benchmarking data** covering highways maintenance, road safety, accessibility, public transport, active travel and environmental impact. - **National and regional comparisons** to see how your authority performs against similar councils. - **Resident satisfaction surveys** that provide an independent measure of public opinion. - **Tailored tools and reports** that translate data into practical insights for decision-making. ### Turning Data into Action With increasing pressure on budgets, resources and performance targets, having robust evidence is critical. The NHT enables councils to: - **Benchmark performance** against peers to identify strengths and areas for development. - **Prioritise investment** based on resident feedback and comparative analysis. - **Support funding bids** with objective data that strengthens business cases. - **Inform policy and strategy** with a national perspective on transport and highways issues. - **Drive service improvement** by learning from best practice and innovation across the network. ### Why Councils Join the NHT For councils, the benefits of [**NHT membership**](https://nhtnetwork.org/nht-members/) extend beyond data access. It provides a collaborative environment where local authorities can share knowledge, exchange ideas and collectively raise the standard of highways and transport provision. By [**joining the NHT**](https://nhtnetwork.org/join-nht/), councils can: - Gain greater **insight into resident expectations**. - Improve transparency with councillors, stakeholders and the public. - Build a **clear evidence base** to support difficult decisions. - Demonstrate continuous improvement over time. ### Shaping Better Transport Services Together The NHT Network equips councils with the tools and [**insights**](https://nhtnetwork.org/survey-insights/) needed to make more informed decisions, balance competing priorities, and deliver services that residents value. As challenges in highways and transport continue to evolve, the NHT provides a vital platform for councils to collaborate, learn and improve — ultimately ensuring safer, more efficient and sustainable transport networks across the UK. **Categories:** Articles **Tags:** NHT --- ### [The National Highways and Transport (NHT) Network: A Benchmarking and Service Improvement Resource for Councils](https://nhtnetwork.org/the-national-highways-and-transport-nht-network-a-benchmarking-and-service-improvement-resource-for-councils/) **Published:** September 17, 2025 **Author:** Sharon Andrews **Content:** Local authorities across the UK face growing challenges in managing highways and transport services. From budget constraints and rising public expectations to meeting environmental targets and maintaining critical infrastructure, the demand for evidence-based decision-making has never been greater. The **[National Highways and Transport](https://nhtnetwork.org/) (NHT) Network** exists to support councils in addressing these challenges. As a subscription-based benchmarking and service improvement organisation, the NHT provides local authorities with robust data, comparative [**insights**](https://nhtnetwork.org/survey-insights/), and collaborative opportunities that help them deliver better services for their communities. --- ## What is the NHT Network? The NHT is a unique partnership of local authorities across England, Scotland, Wales and Northern Ireland. By subscribing to the NHT, councils gain access to: - **Comprehensive data collection** on key service areas such as highways maintenance, road safety, accessibility, public transport, walking, cycling and environmental performance. - **Resident satisfaction surveys** carried out independently, providing clear, comparable insights into how local people view services. - **National benchmarking tools** that allow councils to measure their performance against regional, demographic and national averages. - **Tailored reporting** that translates raw data into actionable insights for strategic planning and decision-making. This combination of data, analysis and collaboration creates a reliable evidence base that councils can use to improve service delivery and demonstrate value to residents. --- ## Why Benchmarking Matters Highways and transport services are highly visible and directly affect public perception of a council’s performance. Benchmarking provides councils with the means to: - **Understand performance in context** – comparing results with similar councils highlights areas where services are performing strongly and where improvements are needed. - **Track performance over time** – consistent data collection enables councils to monitor changes and measure the impact of policy or investment decisions. - **Support difficult choices** – objective evidence provides a clear foundation for prioritising resources, especially in times of financial constraint. - **Learn from peers** – by seeing how others have tackled common challenges, councils can adopt proven approaches and avoid repeating mistakes. --- ## Turning Data into Action One of the greatest strengths of the NHT is its ability to transform data into practical solutions. Councils can use the findings to: - **Set and monitor improvement targets** based on robust evidence. - **Engage residents** by responding directly to satisfaction levels and concerns identified in surveys. - **Strengthen funding bids and business cases** with comparative and independent data. - **Shape policies and strategies** with a clear understanding of both local and national issues. - **Drive innovation** by adopting best practice identified across the network. The NHT provides not only the numbers, but also the narrative — enabling councils to demonstrate accountability and transparency to councillors, stakeholders and the public. --- ## A Collaborative Network The NHT is not just about data. It also provides a forum for collaboration and shared learning. Councils that subscribe become part of a network of like-minded authorities, working together to address common challenges and raise the standard of highways and transport provision nationwide. Through events, reports and peer engagement, member councils can: - Share case studies and success stories. - Explore innovative approaches to service delivery. - Build professional connections with colleagues across the sector. - Contribute to the development of national insights and trends. This collaborative element ensures that membership delivers value beyond the numbers, helping councils to build capacity and confidence in their decision-making. --- ## Why Councils Join the NHT For many local authorities, joining the NHT has become an essential part of their service improvement strategy. The benefits include: - **Independent validation** of performance through resident surveys. - **National benchmarking** that highlights strengths and opportunities for development. - **Practical insights** to guide investment and resource allocation. - **Transparency and accountability** through clear, evidence-based reporting. - **Continuous improvement** driven by year-on-year comparison and shared learning. In short, the NHT gives councils the tools they need to make informed decisions, manage expectations, and demonstrate progress. --- ## Supporting Better Outcomes for Residents Ultimately, the goal of the NHT is to support councils in delivering highways and transport services that residents value. By using benchmarking data, engaging with resident feedback and learning from peers, councils can make confident, evidence-based decisions that improve safety, accessibility, sustainability and overall satisfaction. The NHT Network helps councils turn challenges into opportunities — ensuring that highways and transport services are fit for the future, while meeting the needs of communities today. **Categories:** Articles **Tags:** NHT Explained --- ### [How NHT PSS is Transforming Highway Satisfaction Scores Across the UK](https://nhtnetwork.org/how-nht-pss-is-transforming-highway-satisfaction-scores-across-the-uk/) **Published:** October 18, 2025 **Author:** Sharon Andrews **Content:** The [**National Highways & Transport**](https://nhtnetwork.org/) (NHT) Network’s [**Public Satisfaction Survey**](https://nhtnetwork.org/services/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**](https://nhtnetwork.org/survey-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**](https://nhtnetwork.org/services/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**](https://en.wikipedia.org/wiki/Authority) 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. **Categories:** Articles --- ### [Public Satisfaction on the Slide: What the 2025 NHT Survey Tells Us About Local Transport](https://nhtnetwork.org/public-satisfaction-on-the-slide-what-the-2025-nht-survey-tells-us-about-local-transport/) **Published:** November 27, 2025 **Author:** Sharon Andrews **Content:** *Eighteen years of data reveal where residents think local highways and transport services are delivering and where public confidence is fading.* **Eighteen Years of Public Insight** Since 2008, the [**National Highways and Transport**](https://nhtnetwork.org/) (NHT) [**Public Satisfaction Survey**](https://nhtnetwork.org/services/public-satisfaction-survey/) is the UK’s most consistent and comprehensive benchmark of what people think about their local transport and highways services. Now in its eighteenth year, the 2025 results paint a familiar but increasingly concerning picture: satisfaction is slipping across most areas. From potholes to public transport, congestion to communication, the latest findings capture the reality of growing public expectations meeting constrained resources. While the survey shows stability in visible services such as streetlighting and winter maintenance, the overall trajectory is downward — especially in the perception of road condition, congestion management and the handling of maintenance works. **Highway Maintenance: The Public’s Pain Point** The steepest declines once again lie in Highway Maintenance and Enforcement. The services people see and feel the most. This theme’s score has dropped from 51 in 2017 to just 41 in 2025, its lowest in eighteen years. Two benchmark indicators tell the story: - **Condition of Highways (KBI 23)** has fallen from 36 to 27. - **Highway Maintenance (KBI 24)** from 49 to 43. Residents continue to cite potholes, repair quality and the slow pace of maintenance as key frustrations. These are the things that affect everyone everyday whether they walk, cycle scoot, drive or get the bus. Benchmark data reveals all to common pattern: road surface quality, drainage and verge upkeep have deteriorated, while winter maintenance and street lighting hold steady. The message is consistent year after year — the public notices what is visible, tangible and directly affects daily travel. When we look at what is invested in service area it is clear that winter and streetlighting funding has remain fairly consistent over time whilst all other service areas have suffered cuts and long-term underinvestment. **Accessibility: Still Strong but Slipping** Accessibility remains one of the better-performing areas, though its theme score has declined from 70 in 2017 to 66 in 2025. Residents continue to rate access to local shops (ABI 03) highly at 78 with accessibility health facilities (ABI 05) and schools (ABI 06) in the mid-70s. But not all groups are well served. Access to hospitals (ABI 04) has dropped to 63, and access for people with disabilities (KBI 04) has slipped to 62 — the lowest in this category. Linking this to the decline in Footways it indicates a need to focus more attention on the assets that support walking, cycling and wheeling. There is one bright spot: satisfaction with electric vehicle charging points (ACQI 25) has risen sharply, from 26 in 2021 to 41 in 2025. This shows that residents recognise when investment is made in new infrastructure they want and need. The underlying trend is nuanced: while the physical availability of services remains high, some groups particularly disabled users and those without cars are finding access harder. **Public Transport: Reliability and Information Falling Behind** Satisfaction with Public Transport has dropped from early-2010s highs of around 61 to 51 in 2025. Residents continue to value safety and personal experience: - **Helpfulness of drivers (PTBI 09)** scores 67. - **Personal safety on the bus (PTBI 10)** remains strong at 65. However, measures around reliability and communication have worsened. - **Public Transport Information (KBI 08)** has plunged from 48 in 2014 to 36 in 2025. - **Punctuality (PTBI 04)** sits at 50. - **Frequency (PTBI 01)** is 54. Infrastructure provision remains positive, bus stops score 84. But the ability to plan and trust journeys has weakened. In short, passengers appreciate frontline staff but are frustrated by the service behind them. **Active Travel: Infrastructure Up, Satisfaction Down** Active travel continues to receive investment, but that hasn’t yet translated into greater satisfaction. The Walking and Cycling theme has fallen from 55 in 2018 to 50 in 2025, with the sharpest declines in cleanliness (WCBI 03) and obstruction (WCBI 07) of pavements. Provision scores — such as cycle routes (WCQI 15) at 55 and pavement provision (WCQI 30) at 78 — show improvement. However it is once again maintenance aspects that let the public down with condition and usability remaining low: - Pavement condition (WCBI 02) = 46 - Cleanliness (WCBI 03) = 41 - Accessibility for people with disabilities (WCBI 21) = 43 The message is clear: infrastructure alone isn’t enough. Maintenance and day-to-day usability determine how people actually experience walking and cycling. For local authorities, the message is clear. It is important to manage and maintain what already exists to a good useable standard through adequate maintenance be that capital or revenue funded. **Congestion and Roadworks: Persistent Frustration** Few areas evoke stronger public reaction than congestion and disruption. Be that from Utility works or highways maintenance. The Tackling Congestion theme remains one of the lowest rated, slipping from 47 in 2017 to 41 in 2025. Detailed indicators show why: - Traffic levels and congestion (KBI 17) = 40 - Management of roadworks (KBI 18) = 42 - Time taken to complete works (TCBI 03) = 33 - Efforts to reduce delays (TCBI 02) = 38 Air quality scores are stable, with Traffic Pollution (KQI 04) = 46, but that offers little comfort to drivers sitting in queues. The frustration is less about the existence of works and more about communication — residents feel uninformed about why, when, and how long disruption will last. **Road Safety: Stable but Uneven** The Road Safety theme has held relatively steady but shows a gradual downward drift since 2019, with an overall score of 49. Strengths include: - Local road safety (KBI 20) = 51 - Speed control measures (RSBI 02) = 52 - Provision of speed controls (RSQI 09) = 64 However, perceptions of vulnerable user safety are lower: - Safety of walking (RSBI 04) = 57 - Safety of cycling (RSBI 05) = 49 - Safety of children cycling to school (RSBI 07) = 43 Education and training lag behind, with young driver training (RSBI 10) down to 43 and road safety education (KBI 22) at 46. Public confidence in enforcement and engineering measures remains high, but engagement in education and behaviour-change campaigns is slipping. This is a reminder to us that technology and infrastructure alone cannot deliver safer roads. **Communications: The Persistent Weak Spot** Across eighteen years, Communications has remained stubbornly low The 2025 score holds at 45, roughly unchanged since 2021, but still a weak performing theme. Awareness of services remains poor: - Public transport awareness (CMQI 04) = 46 - Highways and transport awareness (CMQI 05) = 43 - Information about road repairs (CMQI 06) = 29 - Air quality information (CMQI 07) = 25 Informing, warning and engaging communities is a core requirement of a modern highways service but we are still not meeting the needs of the people we are primarily here for, our public and our communities. In contrast, awareness of climate change and personal actions (CMQI 18 & 21) scores 64 & 59. Proof that when authorities prioritise clear, consistent messaging, it pays off. Contact and response measures are middling: - Reporting a problem (CMQI 31) = 52 - Staff response quality (CMQI 34) = 47 Residents don’t necessarily expect perfection, but they do expect to be kept informed. For councils, this remains an area of untapped potential — better communication costs less than infrastructure yet can deliver significant trust gains and result in higher public satisfaction. **A Consistent but Challenging Picture** Pulling the results together, the 2025 NHT Survey offers a consistent message: public satisfaction is gradually declining across most service areas, despite some still strong areas. Street lighting and winter maintenance continue to command confidence because they are visible, predictable, reliably delivered and funded adequately. Conversely, dissatisfaction centres on areas where services are highly visible but less responsive and lower quality in the eyes of the public: road condition, congestion management, communication. Accessibility and active travel show that investment in new infrastructure can lift perception, but maintaining the basics, cleanliness, usability, and timely information remains the deciding factor in public confidence. **Why Does this all Matter?** For local councils and their contractors, these findings go beyond public opinion they are indicators of the authorities highways service health and risk and reputation. The NHT dataset offers a mirror on residents’ lived experience, complementing technical performance data with the “human factor”, the “so what!” that ultimately determines satisfaction. Authorities that use the survey effectively are those that integrate its [**insights** ](https://nhtnetwork.org/survey-insights/)into asset management, service planning and communication strategies. Comparing results with peers through NHT benchmarking can help identify outliers, challenge assumptions and highlight quick wins. **Looking Ahead: Turning Insight into Action** The 2025 results underline the pressures facing local transport teams: limited budgets, ageing assets and rising public expectations. But they also point towards clear opportunities. - **Invest where visibility and reliability matter most.** Lighting, winter maintenance and EV charging show that sustained attention and investment delivers consistent satisfaction. - **Re-engage through communication.** Residents want to be informed, understand decisions and see progress. Clear, proactive updates on roadworks and maintenance can shift perception even when budgets can’t stretch further. - **Refocus road safety on vulnerable users.** Campaigns targeting pedestrians, cyclists and young drivers could arrest the decline in engagement. - **Balance innovation with maintenance.** Investment in active travel infrastructure should be matched with ongoing routine upkeep and cleanliness. These are not quick fixes, but they are achievable. The survey shows that residents respond positively when they can see action and understand the “why” behind local decisions. **Conclusion: Restoring Confidence in Local Highways Maintenance and Transport** Eighteen years of data reveal that public satisfaction is not just about spending on assets. It is about visibility, [**communication**](https://en.wikipedia.org/wiki/Communication) and trust. The 2025 NHT Survey confirms that residents still value their local services and recognise progress where it occurs, but patience is wearing thin in areas that matter to them that are neglected. For local authorities, the challenge is not only to maintain roads and, manage transport, but to maintain public confidence. That will require sustained investment, clearer communication, and greater collaboration across highways and transport authorities Because ultimately, public satisfaction is the clearest performance measure of all It tells us whether the network works for the people who use it every day. The people who the whole sector exists for **Key Service Areas – Importance, Satisfaction & Spend More** **Key Service Area****Importance (%)****Satisfaction (%)****Spend More (%)****Condition of roads****96****27****88****Road safety**965175**Pavements**925071**Local bus services**865869**Rights of way network**806059**Cycle routes/lanes**794268**Traffic congestion**783268**Levels of Traffic Pollution**754857**Street lighting**676452**Community transport**585149**Local taxi Services**546236**Demand responsive transport**515046 **Categories:** Articles, NHT Results **Tags:** NHT Explained, Survey Results 2025 --- ### [The Green Road: Benchmarking Carbon Efficiency and Cost Savings with the CQC Network](https://nhtnetwork.org/the-green-road-benchmarking-carbon-efficiency-and-cost-savings-with-the-cqc-network/) **Published:** December 1, 2025 **Author:** Sharon Andrews **Content:** The challenges facing local authority highways teams have never been more complex. On one hand, councils are committed to aggressive Net Zero targets, demanding significant cuts to carbon emissions from every service, including road maintenance. On the other hand, finite budgets mean every decision must deliver demonstrable value for money. This creates the pivotal question: How do we build and maintain greener roads without breaking the bank? The answer lies in reliable, peer-driven data. This is where the NHT Network’s [**CQC**](https://nhtnetwork.org/services/cqc-efficiency/) (Cost, Quality, Customer) Efficiency Network steps in. The CQC is designed to move beyond simple cost comparison, allowing councils to benchmark and compare carriageway costs, quality, and crucially, carbon efficiencies on an unparalleled, like-for-like basis. In this post, we’ll explore how the CQC Network transforms carbon reporting from a necessary compliance exercise into a powerful strategic tool for identifying genuine cost savings and driving long-term sustainability in highway delivery. ## Understanding the “C” in CQC: Carbon Efficiency The first ‘C’ in the CQC Network originally stood for ‘Cost,’ it is now further developed to include Carbon. Alongside cost the CQC, probably now better called CCQC, measures efficiency of an authorities maintenance strategies and plan in respect of the long term efficiency of carbon i.e. how well the authority is decarbonising its maintenance or not. This is a far more useful metric than simply recording total emissions. Why? Because a council with a large road network will inevitably have a higher absolute carbon footprint than a small one, even if the larger council is using more efficient methods. The CQC focuses on key metrics that link emissions directly to productivity and outcome. This includes the carbon footprint per square metre of repair, and the emissions associated with specific activity types. It projects an aggregated carbon factor for the areas of treatment. These factors are able to be tailored to each individual authority if they have specific materials and treatments carbon data. The default is accepted industry standard carbon factors. Measuring the efficiency of carbon output against the actual work delivered provides the context necessary for improvement. This is where the benchmarking advantage of the [**NHT**](https://nhtnetwork.org/) Network truly shines. The data is rigorously normalised, adjusting for variables that otherwise make comparisons useless—such as regional differences in material costs, varying traffic volumes, and differing network sizes. By providing a true, apples-with-apples comparison against peer authorities, the CQC reveals the specific practices that are genuinely less carbon-intensive. It eliminates guesswork and highlights the achievable standards set by other councils that have already successfully transitioned to lower-carbon operations. ## The Path to Cost Savings: Carbon along side Financial. Two powerful metrics The most powerful revelation from CQC data is the direct, positive correlation of Carbon and Cost. In highway operations, high-carbon activities are often synonymous with inefficiency and, consequently, higher expense. For instance, processes that involve excessive use of fossil fuels, long-distance transportation of non-local aggregates, or the requirement for high-temperature material production (e.g., traditional hot-mix asphalt) all drive up both the carbon footprint and the financial ledger. The CQC helps authorities identify the ‘sweet spot’ where cost reduction and carbon reduction overlap, transforming sustainability from a separate budget line item into a key performance indicator for financial health. ## Beyond Compliance: Strategic Use of CQC Data While regulatory reporting drives the initial need for carbon data, the real value of the CQC Network lies in its strategic applications. The benchmarking insights allow councils to move from simply measuring emissions to actively leveraging carbon efficiency to achieve broader strategic goals. #### Informing Capital Investment Major investments, whether in new plant machinery (e.g., electric gritters), innovative material treatment plants, or the development of local supply chains, require robust business cases. CQC data provides the essential evidence base. By comparing the carbon efficiency of current operations against high-performing peers, councils can accurately quantify the expected carbon reduction and financial return (through energy/fuel savings) of a proposed capital investment, significantly strengthening their case for funding. #### Shared Learning and Innovation Perhaps the most critical strategic use of the Network is shared learning. The CQC model facilitates direct, confidential comparison, allowing members to see exactly which operational practices yield the lowest carbon and cost profiles. This collaboration rapidly disseminates best practices, reducing the learning curve for all members and fostering sector-wide innovation. Instead of reinventing the wheel, authorities can confidently adopt proven, benchmarked solutions from their peers. This helps in ‘Greening the Black’ for a more sustainable, low carbon future road maintenance. ## Conclusion and Next Steps The age of trading environmental responsibility for financial caution is over. The reality, clearly demonstrated through the NHT Network’s CQC data, is that low carbon maintenance strategies are the most cost efficient in the long term. CQC goes further to identify that it is the unclassified roads, the roads most people live on, that when invested in and maintained fully will drive carbon from local roads at the fastest and greatest rate. And it is these roads that are currently driving the very very low public satisfaction. So for any [**council**](https://en.wikipedia.org/wiki/Council) the best place to start to achieve long term sustainable cost and carbon savings and drive up the satisfaction of its residents and road users it is the unclassified road network that should be targeted. The CQC Efficiency Network is a powerful, data-driven tool for achieving operational efficiency and significant cost management. By using normalised data to highlight the correlation between high-carbon processes and high-cost inefficiency, local authorities gain the power to make evidence-based decisions on procurement, investment, and operational practices. #### Take the Next Step: For local authorities not currently subscribed, now is the time to explore [joining the CQC Efficiency Network](https://nhtnetwork.org/join-nht/) to gain immediate access to these critical benchmarks. Existing members are encouraged to dive deep into their latest reports and focus specifically on those areas where high carbon efficiency is already translating into lower costs for peer councils. Let’s collaborate to make sustainable, cost-effective highways the national standard. **Categories:** Articles, CQC **Tags:** Carbon Efficiency, CQC Effeciency network, Highway Cost Savings --- ### [How the NHT Survey Helps Councils Listen and Improve on Transport](https://nhtnetwork.org/how-the-nht-survey-helps-councils-listen-and-improve-on-transport/) **Published:** December 18, 2025 **Author:** Sharon Andrews **Content:** ## Why Listening to the Public Matters in Transport Effective transport systems are built around the people who use them every day. From road conditions and public transport reliability to walking and cycling facilities, residents experience the strengths and weaknesses of local transport networks first-hand. Listening to this feedback is essential for councils seeking to deliver services that are safe, efficient, and responsive to community needs. In an era of increasing scrutiny and limited budgets, councils must be able to demonstrate that decisions are informed by real evidence and public opinion. Meaningful engagement not only helps identify priorities but also builds trust, showing residents that their voices influence how transport services are planned and improved. The [**National Highways & Transport**](https://nhtnetwork.org/) (NHT) [**Public Satisfaction Survey**](https://nhtnetwork.org/services/public-satisfaction-survey/) plays a vital role in this process, providing councils with a structured, reliable way to capture public insight and turn it into actionable improvements for local transport. ## What Is the NHT Survey? The National Highways & Transport (NHT) Public Satisfaction Survey is a comprehensive tool used by councils across the UK to gather residents’ opinions on local transport and highway services. It provides a structured approach for councils to understand how people perceive the quality, reliability, and accessibility of transport in their area. The survey covers a wide range of topics, including road maintenance, public transport services, cycling and walking infrastructure, street lighting, safety, and overall satisfaction with local transport provision. It is conducted periodically to ensure councils have up-to-date, actionable feedback. By participating in the NHT survey, residents have the opportunity to share their experiences, while councils gain valuable [**insights**](https://nhtnetwork.org/survey-insights/) that help shape policy, investment, and improvement strategies in a transparent and accountable way. ## Why the NHT Survey Is Important for Councils The NHT Survey is a vital tool for councils because it provides a direct line to the people who use local transport services every day. Rather than relying solely on internal assessments or assumptions, councils gain clear, evidence-based insights into how residents experience roads, public transport, and other transport infrastructure. This feedback allows councils to identify what is working well and pinpoint areas that require improvement. By understanding residents’ priorities, councils can allocate resources more effectively, plan targeted interventions, and justify funding decisions with tangible evidence. Moreover, regularly engaging with the public through the NHT Survey demonstrates transparency and accountability. It reassures residents that their opinions matter and that councils are committed to delivering safer, more efficient, and user-focused transport services. ## How the NHT Survey Captures Public Opinion The NHT Survey is designed to collect comprehensive and reliable feedback from residents, ensuring that councils hear a representative range of voices. Using a carefully structured questionnaire, the survey covers key aspects of transport and highways, including road maintenance, street lighting, public transport, cycling and walking facilities, and overall satisfaction with local services. Responses are collected through multiple channels, such as online forms and postal surveys, to reach a broad cross-section of the community. This methodology ensures that both frequent users and occasional travellers have the opportunity to share their experiences. By systematically capturing public opinion, the NHT Survey provides councils with actionable insights. The data highlights patterns, identifies problem areas, and reveals residents’ priorities, enabling informed decisions that truly reflect the community’s needs. ## Turning Feedback into Action Collecting feedback through the NHT Survey is only the first step; the real value comes from how councils use this information to improve local transport services. Once survey responses are gathered, reports are generated to allow councils to easily analyse the data identifying trends, strengths, and areas that require attention. This insight allows councils to prioritise interventions, whether that means repairing roads in high-traffic areas, improving public transport schedules, enhancing cycling and walking infrastructure, or addressing safety concerns. By translating survey results into targeted action plans, councils ensure that improvements are both practical and aligned with residents’ expectations. Ultimately, the NHT Survey empowers councils to make evidence-based decisions, creating transport systems that are more responsive, efficient, and tailored to the community’s real needs. ## Benchmarking Performance Against Other Authorities One of the key advantages of the NHT Survey is that it allows councils to compare their performance with other local authorities. By benchmarking results, councils can see how their transport services stack up against similar regions, identifying areas where they excel and where improvements are needed. This comparative insight helps councils learn from best practices elsewhere and adopt strategies that have been successful in other areas. It also provides a transparent way to demonstrate accountability to residents and stakeholders, showing how local services perform relative to national standards. By using benchmarking effectively, councils can set realistic targets, prioritise investments, and make informed decisions that drive continuous improvement in transport and highways services. ## Improving Communication and Trust with Residents The NHT Survey not only provides valuable data but also strengthens the relationship between councils and their communities. Sharing survey results and explaining how feedback will influence decisions demonstrates transparency, showing residents that their opinions are valued and acted upon. Regular communication about planned improvements based on survey insights helps build trust, encouraging more people to engage in future consultations. Residents are more likely to support initiatives when they see tangible outcomes from their input, whether it’s road repairs, improved public transport, or enhanced walking and cycling routes. By using the survey as a tool for dialogue, councils can foster stronger community relationships, improve satisfaction, and create a sense of shared responsibility for local transport services. ## Supporting Funding Bids and Business Cases The insights gathered from the NHT Survey can play a crucial role in securing funding and strengthening business cases for transport projects. Councils can use the data to demonstrate clear evidence of public need, showing funders and stakeholders where investment is most required. Survey results help highlight priority areas, justify budgets, and support applications for government grants or other funding opportunities. By presenting concrete feedback from residents, councils can make a compelling case that projects will have a real, positive impact on the community. In this way, the NHT Survey not only guides service improvements but also helps councils access the resources necessary to implement meaningful and well-supported transport initiatives. ## Driving Continuous Improvement in Transport Services The NHT Survey enables councils to track performance over time, ensuring that transport services continue to evolve in line with residents’ needs. By comparing results year after year, councils can measure the impact of previous improvements and identify new areas for development. Continuous monitoring allows authorities to respond proactively to emerging challenges, whether it’s changes in traffic patterns, public transport usage, or accessibility requirements. It also helps embed a culture of ongoing improvement, where decisions are informed by data rather than assumptions. By using the survey as a tool for continual feedback and assessment, councils can ensure that local transport systems remain efficient, safe, and responsive, ultimately enhancing the quality of life for residents. ## Challenges and Best Practices in Using NHT Data While the NHT Survey provides valuable insights, councils may face challenges in interpreting and applying the data effectively. Survey results can sometimes reflect subjective perceptions rather than objective conditions, so it’s important to combine them with other performance metrics, such as traffic data, maintenance records, and safety statistics Best practices include segmenting responses by area or demographic to identify specific issues, prioritising actions based on impact and feasibility, and regularly reviewing trends rather than focusing solely on single-year results. Effective communication of findings to staff and residents is also crucial for turning data into meaningful improvements. By understanding potential pitfalls and following best practices, councils can maximise the value of NHT Survey data, ensuring that feedback leads to actionable improvements and better transport services for all residents. ## Real-World Impact: How Councils Benefit from the NHT Survey The NHT Survey has a proven track record of helping councils deliver tangible improvements in local transport services. Feedback from residents has led to better-maintained roads, enhanced public transport schedules, upgraded cycling and walking infrastructure, and increased safety measures in high-risk areas. By identifying specific issues and prioritising interventions, councils can allocate resources more effectively and ensure that investment has the greatest impact. The survey also helps measure the success of previous projects, allowing authorities to refine strategies and make evidence-based decisions for future initiatives. Ultimately, the NHT Survey bridges the gap between residents’ experiences and council action, ensuring that transport services evolve in ways that genuinely meet community needs and expectations. ## Conclusion: Listening Today for Better Transport Tomorrow The NHT [**Survey**](https://en.wikipedia.org/wiki/Survey_(human_research)) is more than just a tool for collecting public opinion—it is a vital mechanism for councils to understand, prioritise, and improve local transport services. By actively listening to residents, councils can make informed decisions that enhance road safety, public transport, cycling, and walking infrastructure, while also building trust and transparency. Regularly using survey insights helps councils track performance, benchmark against other authorities, and implement continuous improvements that reflect the community’s needs. In doing so, councils ensure that transport systems are not only functional but also responsive and user-focused. By valuing residents’ feedback today, councils can create better, more efficient, and more inclusive transport networks for tomorrow. **Categories:** Articles, NHT Results **Tags:** NHT Survey --- ## Pages ### [Home](https://nhtnetwork.org/) **Published:** July 31, 2025 **Author:** BMC.T3ch **Content:** ###### The National Highways and Transport Network # The NHT Network: Leading the Way in Local Highway Authority Benchmarking The National Highways and Transport (NHT) Network is a subscription-based benchmarking and service improvement partnership for UK local authorities. We provide independent resident surveys, performance benchmarking, and actionable insight that help councils deliver better highways and transport services. [ NHT Services ](https://nhtnetwork.org/services/) ## What is The NHT Network? Member authorities use NHT data to track performance, prioritise investment, strengthen business cases, and improve transparency with councillors and residents. - A trusted, collaborative partnership of local authorities committed to improving the quality, efficiency and sustainability of highways and transport services across the UK. - Combines robust data analysis with public feedback and sector benchmarking, empowering councils to make informed decisions, enhance service delivery and align local transport strategies with public expectations. - Recognised by the Department for Transport, the NHT Network is the leading UK performance and benchmarking network for local highways and transport services with over 15 years of national data at its core. ![NHT-iphone](https://nhtnetwork.org/wp-content/uploads/2025/08/NHT-iphone-mockup-new-1.png) ![NHT-ipad-mockup3](https://nhtnetwork.org/wp-content/uploads/2025/08/NHT-ipad-mockup3-1.png) ![nht-laptop-3](https://nhtnetwork.org/wp-content/uploads/2025/08/nht-laptop-3-1.png) [ 2025 Findings ](https://nhtnetwork.org/public-satisfaction-on-the-slide-what-the-2025-nht-survey-tells-us-about-local-transport/) ## NHT Benchmarking Services We support local councils in delivering safe, efficient, sustainable transport and highways services that meet the needs of their communities ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ What it does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ What it does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ What it does ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ## Members Area Access the members online reporting portal where there are individual Authority results for all elements of the NHT including: - Public Satisfaction Survey – The customer perspective - CQC Efficiency Network – Value for money & carbon impact - Performance Management Framework – The levers for change [ Members Login ](https://www.nhtnetwork.co.uk/home) ###### Measure, Compare, Improve – Together ## Smarter Highways & Transport Performance The NHT Network is the leading service improvement organisation providing a range of benchmarking services for the Highways & Transport sector, available on a subscription basis to Local Authorities and their delivery partners. The activities of the Network are controlled by the members. Steering Groups define the scope and content of each of the services the Network provides. Each of these steering groups is led by a chairman and comprise practitioners from participating organisations. From time to time, the steering groups form specialist sub-groups to tackle specific projects. Members of each individual service are invited to attend regular National and Regional meetings, organised to share practice and experience. Wherever possible the cost of these meetings is covered or subsidised by the subscription fees. **NHT provides a supported Network environment in which members can:** - Measure their own performance - Compare with their peers and - Identify areas for improvement The Network shares experiences and good practice through member meetings, conferences, facilitated workshops, case studies and practice notes, all accessible via this web site. [ ](https://www.youtube.com/embed/1MTkZPys7mU?feature=oembed?playlist=1MTkZPys7mU&mute=0&autoplay=0&loop=no&controls=0&start=0&end=) ###### Play Intro ###### 18 Years of Experience ### Why become an NHT member **Benchmarking & performance insight** — measure local public satisfaction, cost efficiency, and service delivery quality against national and peer authority averages **Identify savings & efficiencies** — the network reports over £1.5 billion saved since 2013/14 (around £100 million in 2024/25 alone) **Shared learning & best practice** — members collaborate through national and regional steering groups, workshops, and case studies **External recognition & accountability** — significant for DfT funding; inclusion of NHT data in departmental incentive assessments **Confidential peer comparison** — participation includes secure data sharing under NDA, enabling trustworthy comparisons ## Turning data into better transport services NHT is a unique, standardised, collaboration between Highway Authorities across the UK enabling comparison, knowledge sharing, and the potential to improve efficiencies by the sharing of good practice. [ ![](https://nhtnetwork.org/wp-content/uploads/2025/08/NHT-ipad-mockup3-1024x709.png "NHT-ipad-mockup3 - The National Highways and Transport Survey - The National Highways and Transport Survey") ](https://nhtnetwork.org/join-nht/) ##### Member Community NHT improves the quality, efficiency and performance of local transport services. [ ![](https://nhtnetwork.org/wp-content/uploads/2025/08/nht-laptop-3.png "nht-laptop-3 - The National Highways and Transport Survey - The National Highways and Transport Survey") ](https://nhtnetwork.org/join-nht/) ##### Dynamic Reporting NHT provides clear, evidence-based insights to drive improvement. [ ![](https://nhtnetwork.org/wp-content/uploads/2025/08/NHT-iphone-mockup-new-1024x709.png "NHT-iphone-mockup-new - The National Highways and Transport Survey - The National Highways and Transport Survey") ](https://nhtnetwork.org/join-nht/) ##### Steering Groups LHA members sit on the steering group to shape the NHT Network. ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) ###### Insight ## Updates & Expert Perspectives Gain valuable insights from NHT data, reports, and analysis to better understand performance, public perception, and opportunities for improvement in highways and transport services. [ More articles ](https://nhtnetwork.org/blog/) [![public-transport](https://nhtnetwork.org/wp-content/uploads/2026/05/public-transport.jpg "public-transport - The National Highways and Transport Survey - The National Highways and Transport Survey") ](https://nhtnetwork.org/public-transport-narrative-summary-2008-2025/)### [ Public Transport – Narrative Summary (2008–2025) ](https://nhtnetwork.org/public-transport-narrative-summary-2008-2025/) Public satisfaction with public transport has remained relatively stable over the 18-year period of the NHT Survey, but long-term trends [![Public satisfaction with walking and cycling](https://nhtnetwork.org/wp-content/uploads/2026/04/Public-satisfaction-with-walking-and-cycling-scaled.jpg "Public satisfaction with walking and cycling - The National Highways and Transport Survey - The National Highways and Transport Survey") ](https://nhtnetwork.org/public-satisfaction-with-walking-and-cycling/)### [ Public Satisfaction with Walking and Cycling (2008–2025) ](https://nhtnetwork.org/public-satisfaction-with-walking-and-cycling/) Public satisfaction with walking and cycling infrastructure has remained moderate throughout the life of the NHT Survey but has shown --- ### [Join NHT](https://nhtnetwork.org/join-nht/) **Published:** July 31, 2025 **Author:** BMC.T3ch **Content:** # Unlock the Road to Excellence with the NHT Network #### Becoming a member of NHT means more than just signing up — it’s about joining a community that values collaboration, innovation, and progress. As a member, you gain access to exclusive resources, industry insights, networking opportunities, and a platform to share your voice. NHT membership provides the tools and connections you need to grow, stay informed, and help shape the future of our industry. Together, we are stronger, smarter, and better prepared to meet tomorrow’s challenges. ## Why become a member? 1. **Benchmarking & performance insight** — measure local public satisfaction, cost efficiency, and service delivery quality against national and peer authority averages. 2. **Identify savings & efficiencies** —the network reports over **£1.5 billion saved** since 2013/14 (around £100 million in 2024/25 alone). 3. **Shared learning & best practice** — members collaborate through national and regional steering groups, conferences, workshops, and case studies. 4. **External recognition & accountability** — significant for DfT funding; inclusion of NHT data in departmental incentive assessments. 5. **Confidential peer comparison** — participation includes secure data sharing under NDA, enabling trustworthy comparisons. 6. **Clear and Actionable Reporting** — that highlight key findings, tracks progress year-on-year, enable you to deep dive into specific topic areas and identify opportunities for improvement. ## What You Get 1. **Clear and Actionable Reporting** - **Executive Summaries** that highlight key findings. - **Annual Reports** that track progress year-on-year. - **Theme and Indicator Reports** that dive deep into specific topics. - **Trend and Gap Analyses** to identify opportunities for improvement. 2. **Advanced Data Access** - Receive raw data in **SPSS or Excel format** to conduct custom analyses. - Analyze responses by user group, geography, or mode of survey completion. 3. **Language Inclusivity** - Connect with diverse communities through surveys in **10 non-English languages**. 4. **Visual Insights** - Intuitive **maps and visual tools** display performance indicators across wards, districts, or authorities. ## The Competitive Edge By participating in the NHT Network, you’re not just collecting data—you’re investing in public trust, transparency, and innovation. This Network provides a **consistent benchmark** to track your progress, set achievable goals, and showcase your dedication to improving local transport and highways. ##### Join the Growing Network With **145 authorities** having already participated and counting, the NHT Network is the trusted choice for local authorities committed to delivering **better, safer, and smarter highways and transport services**. [**Contact us today**](https://nhtnetwork.org/contact-us/) to discover how the NHT Network can transform your authority’s approach to highways and transport services. Together, let’s pave the way to a better-connected future! ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send --- ### [PSS](https://nhtnetwork.org/services/public-satisfaction-survey/) **Published:** August 7, 2025 **Author:** BMC.T3ch **Content:** # NHT Public Satisfaction Survey #### The NHT Public Satisfaction Survey (NHT PSS) enjoys growing sector recognition and is referenced in DfT’s Incentive Fund Self-Assessment Questionnaire ![](https://nhtnetwork.org/wp-content/uploads/2025/08/Ipsos-Square-Logo-InsightPlatforms.webp "Ipsos-Square-Logo-InsightPlatforms - The National Highways and Transport Survey - The National Highways and Transport Survey") ###### Measuring Public Satisfaction ## Helping councils enhance highways and transport services The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. It is a unique, standardised, collaboration between Highway Authorities across the UK enabling comparison, knowledge sharing, and the potential to improve efficiencies by the sharing of good practice. Over four million households have been sent a copy of the NHT Survey since it was first launched in 2008 and over a million members of the public have responded to date. A total of one hundred and forty-two Authorities have taken part in the survey over the past eleven years, twenty-nine County councils, eleven London Boroughs, thirty-three Metropolitan Boroughs and sixty-eight Unitary Authorities, nine of which were Scottish and a further six were Welsh. The NHT Survey is recognised by DfT and referenced in the Incentive Fund Self-assessment, and more recently the Transparency Report. ## NHT Public Satisfaction Survey The NHT Public Satisfaction Survey (NHT PSS) enjoys growing sector recognition and is referenced in DfT’s Incentive Fund Self-Assessment Questionnaire . ![NHT PSS Laptop](https://nhtnetwork.org/wp-content/uploads/2025/08/laptop-pss.png "NHT PSS Laptop - The National Highways and Transport Survey - The National Highways and Transport Survey") ## What is the Public satisfaction Survey? - A better understanding of how LA's are performing in the eyes of their public - A consistent datum for setting service levels and a means of measuring the impact of service improvements - Access to the best performers and the opportunity to learn from the good practice of others - Full transparency of data in a secure members area for benchmarking purposes ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ## Data Implementation The data from the NHT PSS has many uses and the suite of reports available on the NHT website are tailored accordingly. # What you can do with the data #### It provides comprehensive analysis of results by Authority & comparisons between Authorities, on a peer group or regional basis. All reports are also accessible via this web site. [ Read More ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ## Data Implementation The data from the NHT PSS has many uses and the suite of reports available on the NHT website are tailored accordingly. # What you can do with the data #### It provides comprehensive analysis of results by Authority & comparisons between Authorities, on a peer group or regional basis. All reports are also accessible via this web site. [ Read More ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) # NHT PSS Report Descriptions #### The active use of the NHT PSS by Councils will enhance the focus on Customer in the planning and delivery of Highways and Transportation services. [ Read More ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-descriptions/) ## Key Benefits of the Public Satisfaction Survey The NHT PSS data should be investigated to help develop and monitor the service’s strategies and plans and evidence performance ![](https://nhtnetwork.org/wp-content/uploads/2025/08/Cost-Effective.jpg "Cost Effective - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Cost Effective It exploits the full benefits of scale, using a standard questionnaire to minimise print costs and spreads all other fixed costs amongst participants. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/High-Added-Value.jpg "High Added Value - The National Highways and Transport Survey - The National Highways and Transport Survey") ### High Added Value It provides comprehensive analysis of results by Authority & comparisons between Authorities, on a peer group or regional basis. All reports are also accessible via this web site. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/Easy-to-Participate.jpg "Easy to Participate - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Easy to Participate All the development work has been done already, once you sign up the work to conduct the survey is done for you. ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) ## NHT Benchmarking Services We support local councils in delivering safe, efficient, sustainable transport and highways services that meet the needs of their communities ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ What it does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ What it does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ What it does ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) --- ### [CQC - What it does](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) **Published:** August 15, 2025 **Author:** BMC.T3ch **Content:** # NHT CQC – Cost, Quality, Customer Efficiency Network #### The NHT CQC framework enables councils to evaluate the cost, quality, and customer perception of their highway maintenance services, providing a clear picture of efficiency and value for money. ###### Measuring Public Satisfaction ## What you can do with your CQC Data CQC data provides a unique evidence base to help your authority improve service delivery, demonstrate value, and plan for the future. Based on detailed analysis of cost, quality, and customer satisfaction, CQC data enables targeted, informed decisions on asset management. - **Demonstrate Value for Money** – Show year-on-year and cumulative efficiency gains, supporting internal performance reviews and external funding justifications - **Benchmark Against Peers** – Compare performance with statistically similar authorities, identify high performers, and learn from best practice beyond traditional alliances. - **Forecast Cost and Carbon Impact** – Use modelling tools to project road condition, future defects, carbon emissions, and the long-term benefits of proactive maintenance. - **Support Strategic Planning and Business Cases** – Test investment scenarios, build evidence-based cases for capital funding, and prioritise cost-effective interventions. - **Inform Communications and Public Engagement** – Target local maintenance more effectively using insights like the link between satisfaction and road condition within 0.5 km of residents. ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ## NHT Benchmarking Services We support local councils in delivering safe, efficient, sustainable transport and highways services that meet the needs of their communities ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ Learn More ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ Learn More ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ Learn More ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) --- ### [PSS - What it does](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) **Published:** August 14, 2025 **Author:** BMC.T3ch **Content:** # NHT PSS – Understanding Public Satisfaction with Highways & Transport Services #### The NHT Public Satisfaction Survey (PSS) captures residents’ views on highways and transport services, providing valuable insights to measure performance, identify priorities, and drive service improvements. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/Ipsos-Square-Logo-InsightPlatforms.webp "Ipsos-Square-Logo-InsightPlatforms - The National Highways and Transport Survey - The National Highways and Transport Survey") ###### Measuring Public Satisfaction ## What you can do with your Public Satisfaction Survey Data The NHT Public Satisfaction Survey (PSS) provides valuable insight into how the public views your Council’s Highways and Transportation Services. The results help you understand performance from the customer’s perspective and support evidence-based decision-making. - **Understand Public Perception** – Measure how services are performing in the eyes of residents and identify strengths and areas for improvement. - **Embed Customer Focus** – Use customer views to shape strategies, policies, and service design around what matters most to the public. - **Inform Decision-Making** – Guide budget allocation and investment priorities using evidence of public satisfaction and importance. - **Benchmark and Learn** – Compare your performance with other authorities, identify best practice, and learn from exemplar councils. - **Support Policy and Planning** – Use mapping and analysis tools to explore local variations in opinion and inform Local Transport Plans, Active Travel, and Public Transport strategies. ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ## NHT Benchmarking Services We support local councils in delivering safe, efficient, sustainable transport and highways services that meet the needs of their communities ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ Learn More ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ Learn More ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ Learn More ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) --- ### [Contact](https://nhtnetwork.org/contact-us/) **Published:** July 31, 2025 **Author:** BMC.T3ch **Content:** # Get in Touch with the NHT Network #### Transform your highways performance with data-driven benchmarking. Join 120+ authorities already benefiting from DfT-recognised insights. If you have any questions or want to arrange a call back, please contact the NHT Network administrators measure2improve using any of details below. Alternatively, please fill out the contact form. - [ +44 (0)1884 841884 ](tel:01884841884) - [ enquiry@nhtnetwork.org ](mailto:enquiry@nhtnetwork.org) - The NHT Network Swallow Court Devonshire Gate Tiverton Devon EX16 7EJ [ Linkedin ](https://www.linkedin.com/company/nht-network/?viewAsMember=true) ## We're here to help. First Name Last Name Email Phone Local Authority Message Ask for NHT Brochure Submit ## Follow our social network. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Facebook-f Linkedin-in Twitter Youtube --- ### [Blog](https://nhtnetwork.org/blog/) **Published:** September 17, 2025 **Author:** BMC.T3ch **Content:** # NHT Network Insights & Updates #### Explore the latest news, updates, and expert perspectives from the NHT Network, featuring blogs on benchmarking, best practices, and innovations in highways and transport services. [![public-transport](https://nhtnetwork.org/wp-content/uploads/2026/05/public-transport-300x199.jpg "public-transport - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/public-transport-narrative-summary-2008-2025/)### [ Public Transport – Narrative Summary (2008–2025) ](https://nhtnetwork.org/public-transport-narrative-summary-2008-2025/) Public satisfaction with public transport has remained relatively stable over the 18-year period of the NHT Survey, but long-term trends [ Read More » ](https://nhtnetwork.org/public-transport-narrative-summary-2008-2025/) [![Public satisfaction with walking and cycling](https://nhtnetwork.org/wp-content/uploads/2026/04/Public-satisfaction-with-walking-and-cycling-300x199.jpg "Public satisfaction with walking and cycling - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/public-satisfaction-with-walking-and-cycling/)### [ Public Satisfaction with Walking and Cycling (2008–2025) ](https://nhtnetwork.org/public-satisfaction-with-walking-and-cycling/) Public satisfaction with walking and cycling infrastructure has remained moderate throughout the life of the NHT Survey but has shown [ Read More » ](https://nhtnetwork.org/public-satisfaction-with-walking-and-cycling/) [![](https://nhtnetwork.org/wp-content/uploads/2026/04/Road-Safety-1-300x200.jpg "Road Safety - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/road-safety-narrative-summary-2008-2025/)### [ Road Safety – Narrative Summary (2008–2025) ](https://nhtnetwork.org/road-safety-narrative-summary-2008-2025/) Public satisfaction with road safety has remained relatively steady across the life of the NHT Public Satisfaction Survey, but the [ Read More » ](https://nhtnetwork.org/road-safety-narrative-summary-2008-2025/) [![Asphalt Industry Alliance (AIA) ALARM 2026 survey](https://nhtnetwork.org/wp-content/uploads/2026/03/Asphalt-Industry-Alliance-AIA-ALARM-2026-survey-300x172.jpg "Asphalt Industry Alliance AIA ALARM 2026 survey - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/the-public-sees-the-backlog-nht-shows-what-comes-next/)### [ The Public Sees the Backlog — NHT Shows What Comes Next ](https://nhtnetwork.org/the-public-sees-the-backlog-nht-shows-what-comes-next/) The Role of Public Satisfaction in Highways Performance Across the NHT Network, local authorities have long understood that public satisfaction [ Read More » ](https://nhtnetwork.org/the-public-sees-the-backlog-nht-shows-what-comes-next/) [![Public Satisfaction with Road Safety](https://nhtnetwork.org/wp-content/uploads/2026/03/Public-Satisfaction-with-Road-Safety-300x200.jpg "Public Satisfaction with Road Safety - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/public-satisfaction-with-road-safety/)### [ Public Satisfaction with Road Safety ](https://nhtnetwork.org/public-satisfaction-with-road-safety/) Road Safety – Narrative Summary (2008–2025) Public satisfaction with road safety has remained relatively steady across the life of the [ Read More » ](https://nhtnetwork.org/public-satisfaction-with-road-safety/) [![Performance Management Framework](https://nhtnetwork.org/wp-content/uploads/2026/02/Performance-Management-Framework-300x225.webp "Performance Management Framework - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/performance-management-framework-local-authorities/)### [ How Local Authorities Use a Performance Management Framework Effectively ](https://nhtnetwork.org/performance-management-framework-local-authorities/) Local authorities face increasing pressure to deliver efficient, transparent, and accountable public services. To meet these demands, many councils are [ Read More » ](https://nhtnetwork.org/performance-management-framework-local-authorities/) [![Tackling Congestion](https://nhtnetwork.org/wp-content/uploads/2026/02/Tackling-Congestion-300x200.jpg "Tackling Congestion - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/public-satisfaction-tackling-congestion/)### [ Tackling Congestion – Narrative Summary (2008–2025) ](https://nhtnetwork.org/public-satisfaction-tackling-congestion/) Public satisfaction with efforts to tackle congestion has steadily declined since the early years of the NHT Public Satisfaction Survey. [ Read More » ](https://nhtnetwork.org/public-satisfaction-tackling-congestion/) [![Data Collect for the Transparency Ratings](https://nhtnetwork.org/wp-content/uploads/2026/01/Data-Collect-for-the-Transparency-Ratings-300x199.jpg "Data Collect for the Transparency Ratings - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/nht-review-of-data-collect-for-the-transparency-ratings/)### [ NHT Review of Data Collected for the Transparency Ratings ](https://nhtnetwork.org/nht-review-of-data-collect-for-the-transparency-ratings/) Introduction The Department for Transport’s Transparency Returns represent a significant step towards increasing visibility and accountability in local highway asset [ Read More » ](https://nhtnetwork.org/nht-review-of-data-collect-for-the-transparency-ratings/) [![National Highways & Transport (NHT) Public Satisfaction Survey](https://nhtnetwork.org/wp-content/uploads/2026/01/National-Highways-Transport-NHT-Public-Satisfaction-Survey-300x201.jpg "National Highways & Transport (NHT) Public Satisfaction Survey - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/nht-survey-public-insight-into-local-transport-services/)### [ Eighteen Years of Public Insight into Local Transport Services ](https://nhtnetwork.org/nht-survey-public-insight-into-local-transport-services/) Introduction Since its launch in 2008, the National Highways and Transport (NHT) Public Satisfaction Survey has provided local authorities across [ Read More » ](https://nhtnetwork.org/nht-survey-public-insight-into-local-transport-services/) [![Local road ratings. NHT](https://nhtnetwork.org/wp-content/uploads/2026/01/Local-road-ratings-300x200.jpg "Local road ratings - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/local-road-ratings-nht/)### [ Local road ratings: why transparency must be reliable, contextual and meaningful ](https://nhtnetwork.org/local-road-ratings-nht/) “Transparency only builds trust when it is clear, reliable and properly contextualised. Without that, headline ratings risk confusing the picture [ Read More » ](https://nhtnetwork.org/local-road-ratings-nht/) [![CQC in Transparency Reporting](https://nhtnetwork.org/wp-content/uploads/2026/01/CQC-Transparency-Reporting-300x200.png "CQC - Transparency Reporting - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/building-on-cqc/)### [ Building on What Already Works: The Case for CQC in Transparency Reporting ](https://nhtnetwork.org/building-on-cqc/) If transparency reporting is to be strengthened to improve comparability between authorities, there is a strong case for building on [ Read More » ](https://nhtnetwork.org/building-on-cqc/) [![local transport](https://nhtnetwork.org/wp-content/uploads/2025/12/local-transport-300x200.webp "local transport - The National Highways and Transport Survey - The National Highways and Transport Survey")](https://nhtnetwork.org/how-the-nht-survey-helps-councils-listen-and-improve-on-transport/)### [ How the NHT Survey Helps Councils Listen and Improve on Transport ](https://nhtnetwork.org/how-the-nht-survey-helps-councils-listen-and-improve-on-transport/) Why Listening to the Public Matters in Transport Effective transport systems are built around the people who use them every [ Read More » ](https://nhtnetwork.org/how-the-nht-survey-helps-councils-listen-and-improve-on-transport/) Page1[Page2](https://nhtnetwork.org/blog/2/?doing_wp_cron=1784128191.9961578845977783203125) --- ### [NHT Public Satisfaction Survey](https://nhtnetwork.org/nht-public-satisfaction-survey-2025-executive-summary-overview/) **Published:** October 29, 2025 **Author:** Sharon Andrews **Content:** # NHT 2025 Executive Summary #### The 2025 NHT Survey shows a turning point: overall satisfaction is stabilising, though gaps remain in maintenance and congestion. ## A total of 111 local authorities participated in the 2025 survey Here are the Headline Results from the [Public Satisfaction Survey](https://nhtnetwork.org/services/public-satisfaction-survey/) (PSS) **Indicator** **2025 NHT Average** **Change vs 2024** **Comment** Overall theme score 48% ↑ from 46% First increase since 2020; below the 2018–19 average of 53% Accessibility 67% No change Remains the strongest theme Public Transport 52% ↑ from 51% Gradual recovery trend Walking & Cycling 51% ↑ from 50% Small improvement Highway Maintenance / Enforcement 43% No change Continues to be lowest-rated theme Tackling Congestion 42% No change Persistent low satisfaction Communications 46% No change Below 2020 peak of 50% ## Key Indicator Movements (vs 2024) Results from the 2025 National Highways and Transport (NHT) Public Satisfaction Survey indicate that overall public satisfaction has stabilised. ### Areas showing improvement - Condition of road surfaces (HMBI01): 26% (+4%) - Perception that councils are doing more to repair roads (HMQI12): 32% (+6%) - Rights of way condition: 53% (+3%) - Overgrown rights of way: 37% (+3%) - Bus frequency: 54% (+2%); punctuality: 50% (+2%); overall bus service: 56% (+1%) - “Well informed about climate change”: 64% (+1%) - Perceived council action on climate: 30% (+1%) - EV charging provision (ACQI25): 41% (+3%) ### Areas showing decline or remaining weak - Perceived increase in potholes (HMQI11): 19% (+6%) - Satisfaction with bus fares (PTBI07): 55% (–4%) - Roadworks duration (HMQI07): 33% (unchanged) - Management of roadworks overall (HMQI08): 39% (unchanged) ## Long-Term Trends (2008–2025) - Highway condition has shown the most significant long-term deterioration. - KBI23 (overall condition of highways): 44% → 27% - HMBI01 (condition of road surfaces): 46% → 26% - Street lighting has been relatively stable: KBI25 67% → 60%. - Public transport improved through the 2010s but has since fallen back: 61% (2018) → 52% (2025). - Congestion has changed little overall: KBI17 44% → 40%. - Walking and cycling has declined slightly: 55% (2018) → 51% (2025). - Accessibility remains strong: 75%–78% (2008–12) → 71% (2025). - Communications peaked at 50% (2020) and are now 46%, with only 29% of residents feeling well informed about road repairs. ## Importance vs Satisfaction (2025) **Topic****Importance (%)****Satisfaction (%)****“Spend More” (%)**Condition of roads962788Road safety965175Traffic congestion864076Traffic pollution834667Pavements925071Street lighting876062Local taxi services666246 ## Range of Results Across Authorities (2025) Significant variation remains across participating authorities, highlighting the potential for benchmarking and shared learning: **Indicator****High %****Low %**Condition of road surfaces (HMBI01)5210Overall bus service (PTBI06)7244Traffic levels & congestion (KBI17)6125Facilities for cyclists overall (WCBI31)5938Overall satisfaction (KBI00)5932 ### Key Insights - Overall stability: 2025 marks the first upturn in overall satisfaction since 2020, suggesting a levelling off following pandemic-period declines. - Road maintenance remains the weakest area, though there are early signs of improvement in perceptions of repair activity. - Public transport and walking/cycling indicators show incremental improvement, particularly in service reliability and rights-of-way condition. - Communication remains an issue, especially around roadworks and repairs. - EV charging infrastructure continues to improve, indicating progress towards supporting low-carbon transport. - Variation between authorities remains wide, demonstrating potential for improvement through benchmarking and sharing best practice. ## Theme Summary — 2025 Averages **Theme****2025 Score %****Direction****Summary**Accessibility67→Remains highest-scoring themePublic Transport52↑Gradual improvement continuesWalking & Cycling51↑Small improvements across indicatorsRoad Safety50→Stable resultsTackling Congestion42→Continues to record low satisfactionHighway Maintenance43↑Slight rise, but still weakest themeCommunications46→Static; improvement needed on roadwork updates ##### Summary Statement Public satisfaction with local highways and transport services in 2025 has stabilised, showing small improvements after three consecutive years of decline. The condition of roads remains the single greatest concern, reflecting the widest gap between importance and satisfaction. Positive movement in bus services, walking and cycling, and accessibility indicates progress in these areas, while EV charging provision continues to grow steadily. However, the management of roadworks, congestion, and communication with residents remain low-scoring aspects across the survey. Authorities are encouraged to use the benchmarking data to identify high-performing peers and share approaches that have led to better results. Maintaining visibility of maintenance activity and continuing to communicate effectively with residents will be key to further improvement in 2026. --- ### [FAQ](https://nhtnetwork.org/nht-network-faq/) **Published:** July 31, 2025 **Author:** BMC.T3ch **Content:** # NHT Network FAQ's #### Find answers to common questions about the NHT Network, our benchmarking services, membership benefits, and how we help Local Authorities improve highways and transport performance. ###### Popular Topics ## Help Topics ### Getting Started Dui per dolor tempus tortor ridiculus ultrices magna sollicitudin luctus [ Learn more ](#) ### Service Questions Dui per dolor tempus tortor ridiculus ultrices magna sollicitudin luctus [ Learn more ](#) ### Product Questions Dui per dolor tempus tortor ridiculus ultrices magna sollicitudin luctus [ Learn more ](#) ### Careers Question Dui per dolor tempus tortor ridiculus ultrices magna sollicitudin luctus [ Learn more ](#) ### About Company Dui per dolor tempus tortor ridiculus ultrices magna sollicitudin luctus [ Learn more ](#) ### Support Dui per dolor tempus tortor ridiculus ultrices magna sollicitudin luctus [ Learn more ](#) ### How can we help you? [ Send us an email ](#) ### Feel free to get in touch? [ Call us today ](#) ### FAQs for Survey Participants Thank you for visiting this website. This page provides information about the survey and seeks to answer the sort of questions we think you’re likely to have. If your question is not answered below, please contact us. [ What is the National Highways and Transport Survey? ](#collapse-bb5729b6a575916dfb1e) The purpose of the [survey](https://nhtnetwork.org/nht_product/public-satisfaction-survey/) is to give residents the chance to comment on highways and transport services in their local area. Local authorities will use your feedback to manage and improve local services. The same core questions are used by all authorities so that comparisons can be made. [ Who is responsible for the survey? ](#collapse-cfaa7816a575916dfb1e) The survey is administered by measure2improve (m2i) who support the [National Highways and Transport Network](https://nhtnetwork.org/) formed of local authorities. Independent research company Ipsos MORI carry out the survey work. [ Why should I take part? ](#collapse-67690656a575916dfb1e) This is your chance to have a say about roads, pavements, buses and cycling facilities and to make a difference; Local authorities use their survey results to evaluate how well they are currently providing services, and to help them decide what to prioritise. [ Who can take part? ](#collapse-0073cb56a575916dfb1e) We are limiting the survey to only those addresses selected and require one person at each address to complete the questionnaire. The questionnaire has been designed for one individual to respond, not a household. [ What if more of us want to take part? ](#collapse-676b5006a575916dfb1e) We are limiting the survey to only those addresses selected and require one person at each address to complete the questionnaire. The questionnaire has been designed for one individual to respond, not a household. [ Why has this address been selected? ](#collapse-91ff2b06a575916dfb1e) Please complete the questionnaire, enclose it in the pre-paid envelope and return to arrive by the date provided on the front of the questionnaire. If you would prefer, you may complete the survey online by entering the link shown on the front of the questionnaire into your browser window. You will be asked to provide the code printed on the front of the questionnaire in order that you can proceed with answering online. [ How can I take part? ](#collapse-cb107156a575916dfb1e) Please complete the questionnaire, enclose it in the pre-paid envelope and return to arrive by the date provided on the front of the questionnaire. If you would prefer, you may complete the survey online by entering the link shown on the front of the questionnaire into your browser window. You will be asked to provide the code printed on the front of the questionnaire in order that you can proceed with answering online. [ What's the deadline? ](#collapse-806e97c6a575916dfb1e) We have provided a return by date on the front of the questionnaire sent in the post. We will accept questionnaires by post a few days after the return date, but not beyond this. The deadline for completing the survey online is as printed on the postal questionnaire and presented on screen. [ Do I need to complete the whole questionnaire? ](#collapse-6578d1d6a575916dfb1e) Please complete as much of the questionnaire as you can because we are trying to build a full picture of what residents think in each area. We have included 'Don't know' and 'Doesn't apply' boxes in case you want to use these, alternatively you can leave the question blank. [ I am having difficulty with the questionnaire - what should I do? ](#collapse-7b1b53d6a575916dfb1e) A large print version of the questionnaire is available on request. Recipients of the questionnaire can also take part in a language other than English by registering an interest by emailing Ipsos MORI at nhtsurvey@ipsos.com or phoning on 0808 202 2110. If you don't understand what a question is asking, please leave it blank and move on to the next. [ What should I do if I want to say more than the questionnaire allows me to? ](#collapse-06341e36a575916dfb1e) We suggest that the best way of providing additional feedback, or explaining your responses and views further, would be to get in touch directly with the local council. You may want to contact the Environment/Transport/Highways team and/or a local councillor. If you don't already have them, council switchboard telephone numbers and other contact details can be found at: http://www.direct.gov.uk/en/Dl1/Directories/Localcouncils/index.htm [ What will be done with the questionnaire I return? ](#collapse-bf904986a575916dfb1e) The responses you give in the questionnaire you return will be scanned-in by Ipsos MORI who will process the questionnaires received from all of the participating local authority areas. Ipsos MORI supply the survey data to a company called measure2improve (m2i) who are the administrators of the [NHT Network](https://nhtnetwork.org/) and supply the key survey findings to local authorities via this website. [ Will anyone be able to see my responses? ](#collapse-9805ad06a575916dfb1e) Ipsos MORI supply data to m2i in such a way that no individual can be identified and responses are not linked to full postcodes. Ipsos MORI stores questionnaires securely and works in accordance with the Market Research Society Code of Conduct and the Data Protection Act. Data will be used for research purposes only and in accordance with the General Data Protection Regulations. A full Privacy Policy, setting out your rights including accessing, amending and deleting data, is available at www.nhtsurveyonline.org or on request. [ Why do you need to ask questions about my working status, whether I have an illness etc.? ](#collapse-62979d26a575916dfb1e) We ask these questions so that we can see if there any differences between the views of different groups of people, to make sure that services are being delivered fairly. Please be reassured that the information you provide will be kept completely confidential. [ What do I do if I have lost the return envelope? ](#collapse-451d7376a575916dfb1e) Please return it in another envelope writing the following freepost address on the front: Data Capture, Freepost Plus RTSA-ZLHT-XGLE National Highways and Transport Survey, Ipsos MORI, Kings House, Kymberley Road, Harrow, HA1 1PT. ### FAQs for Participating Authorities [ What sort of data does the National Highways and Transport Survey generate? ](#collapse-bb5729b6a575916e0e9e) The NHTS has been set up to collect public perspectives on, and satisfaction with, highway and transportation services in local authority areas. The data is used by local authorities to inform performance management and Local Transport Plans. It involves leading market research company, Ipsos MORI, sending a questionnaire out to randomly selected households and processing the returns. Authorities are supplied with data and software designed by meaure2improve to allow them to analyse, map, chart and benchmark their data against other participating authorities. [ Who commissions the survey? ](#collapse-cfaa7816a575916e0e9e) The survey was initiated in 2008 by the National Highways Benchmarking Club (NHBC) in collaboration with the South West Highways Service Improvement Group (SWHIG). Several authorities in the South West recognised that they were collecting satisfaction data in a number of different ways and that this created difficulties with benchmarking. They also identified the benefits in out-sourcing a resource-intensive activity, and securing efficiencies and savings. The survey is managed by the National Highways and Transport (NHT) Network administrators, measure2improve. [ What does the questionnaire cover? ](#collapse-67690656a575916e0e9e) The questionnaire is organised under themes linked to national shared transport priorities (Local Transport Plans) and other important highway and transport related topics: overall public satisfaction, accessibility, public transport, walking and cycling, tackling congestion, road safety and highways maintenance & enforcement. A copy of the latest questionnaire is available in the Library Section of the Web Site. There is a substantial classification ('demographics') section including questions about age, sex, working status, car ownership, national free bus pass ownership, disability, Blue Badge ownership and ethnicity. [ Who designs the questionnaire? ](#collapse-0073cb56a575916e0e9e) The questionnaire was originally designed for the first survey in 2008 by the National Highways Benchmarking Club (NHBC) and the South West Highways Service Improvement Group (SWHIG) with input from participating authorities and from Ipsos MORI. The questionnaire is reviewed annually by the NHT Survey Steering Group, which is made up of local authority representatives from all regions of England and Scotland. A common questionnaire is used for all local authority participants for the purposes of benchmarking but also to ensure efficiencies and cost savings. Versions with small variations for authorities that run a tram or metro service are also available and Scotland has a version that reflects the different terminology in use there. Ipsos MORI graphic-design the questionnaire to make sure that it is respondent-friendly and encourages recipients to take part. The front cover of the questionnaire is co-branded with each authority's logo and a signatory. [ How are respondents generated? ](#collapse-676b5006a575916e0e9e) The survey is administered by Ipsos MORI who generate the sample from the Small Users File which is a sub-file of the Postal Address File (we do not use the electoral register because it is not an inclusive sampling frame). A random probability sampling approach is used. This means that each address has a known, and equal, chance of selection. This is the methodology that was used for the Government's Place Survey. [ Who can take part in the survey? ](#collapse-91ff2b06a575916e0e9e) The survey is open to anybody aged 16 or over living at an address which receives the NHTS questionnaire. This is made clear on the front of the questionnaire. It doesn't matter if the individual has just moved to the area, or doesn't pay Council Tax. [ Why is the NHTS done using a postal methodology? ](#collapse-d20d62b6a575916e0e9e) Postal surveys are a robust, cost-efficient way of undertaking [survey](https://nhtnetwork.org/nht_product/public-satisfaction-survey/) research and are used for a number of important Government surveys such as the National GP Patient Survey. Postal surveys are, however, self-selecting in nature in that they involve inviting respondents to take part. Achieved samples often over and under-represent certain types of people. In contrast, surveys involving quota sampling involve interviewers working to quotas designed to generate representative samples. At the same time, the random probability sampling methodology used in the Place Survey and the NHTS is theoretically purer than quota sampling. [ Is the survey accessible? ](#collapse-ae36cd16a575916e0e9e) A pre-paid envelope is provided for recipients of the questionnaire to return it free of charge. The front page of the questionnaire signposts the availability of assistance for respondents via a telephone number at Ipsos MORI and an email address. A large print version of the questionnaire is available on request. The questionnaire also signposts the opportunity for recipients to take part in a language other than English by registering an interest by phoning or emailing Ipsos MORI who could either pass on the enquiry to the local authority or use their own interviewers to conduct the interview. The costs of any such interview would be passed on by Ipsos MORI to the authority. [ Can a Local Authority use the link to the on-line questionnaire on their own website? ](#collapse-18434466a575916e0e9e) Unfortunately it is not possible to have an open link to the survey available for anyone to complete please see Q9. Using the selection process detailed in Q5, Ipsos MORI can identify from which area each respondent comes and m2i is therefore able to provide the data spatially on maps [ What response rate is expected? ](#collapse-a963f236a575916e0e9e) An average response rate of 22.5% was achieved across the local authorities who took part in 2015. There is though considerable variation in response rates. Authorities will get an idea about their likely response rates from last year's survey as well as their own evidence from BVPI and Place surveys. Response rates cannot be guaranteed by Ipsos MORI. [ Is there a minimum number of returns? ](#collapse-130e4346a575916e0e9e) There are no minimum return requirements for the NHT survey. In 2008, 4,500 questionnaires were mailed out in each local authority area for the sake of speed and consistency (and because it was the first such survey). Since 2014 authorities have been invited to consider their own mail-out sizes and these range from 3,300 to 9,000 with one reminder. [ What are the advantages of a large sample size? ](#collapse-4f79bbe6a575916e0e9e) The larger the number of returned questionnaires, the greater the statistical reliability of the findings generated by the survey (see question 18). The sampling tolerance, sometimes called the 'margin of error', is larger for smaller sample sizes and smaller for larger sample sizes. Most of the surveys done by Ipsos MORI seek a minimum of 800-1,000 responses/interviews as these deliver statistical reliability of +3 at the aggregate level, as well as the scope to look at differences among sub-groups, such as younger vs older residents, with confidence. In the past three years we have invited authorities to consider their own mail-out sizes taking into account response rates in 2008 and the statistical reliability required, as well as the extra investment required for larger sample sizes. [ Can local authorities stratify the sample/mailout? ](#collapse-6fa6fa66a575916e0e9e) Since 2009, we have offered greater flexibility by allowing authorities to move beyond the standard 3,300 mailout and to expand their sample and to use a stratified sampling approach. This involves boosting disproportionately the size of a mailout in certain areas within the authority (e.g. district areas within a county) and using a non-random approach to sampling, in order to maximise returns in smaller areas. [ Are the results confidential? ](#collapse-e2f14b86a575916e0e9e) One of the conditions of local authorities taking part in the NHTS is the disclosure of aggregate and indicator data to other participating authorities for benchmarking purposes (one of the primary purposes of the survey), but respondent data is anonymised. Local authorities receive data from respondents in their area but this does not include names (if provided) or postcodes. This means that no-one can be identified as having taken part. [ Why do you need to ask questions about my working status, whether I have an illness etc.? ](#collapse-d444b4b6a575916e0e9e) We ask these questions so that we can see if there any differences between the views of different groups of people, to make sure that services are being delivered fairly. Please be reassured that the information you provide will be kept completely confidential. [ How is the data captured? ](#collapse-bde97d16a575916e0e9e) The questionnaires are received by Ipsos MORI who use scanners to capture the data. A chief advantage of scanning is that this aspect of the data process can be delivered at a lower cost, quicker and with no human errors. Unique barcodes enable the data to be processed as one dataset. Ipsos MORI use a numbering system to differentiate between questionnaires particular to specific local authorities. [ Is NHTS data weighted? ](#collapse-cf61e836a575916e0e9e) Yes. All surveys are estimates of the 'truth' this being the views/behaviours of the 'universe' - in this case, every 16+ year old resident in a particular local authority area. The findings derived from the NHT survey are generated from a sample of residents and we will use the data to draw conclusions about the 'universe' subject to sampling error, standard error, confidence intervals etc. Weighting is used to correct for any imbalances between the survey sample profile and the profile of the 'universe'. Similarly, in the case of postal surveys such as this one, each respondent has been given a weight in order that the results are representative of the profile of residents in each local authority area. This is to ensure that we are drawing conclusions about the 'universe' from a sample which reflects it in terms of key demographic variables and that we are benchmarking authorities on a like-for-like basis. [ How is the data weighted? ](#collapse-5a6a5366a575916e0e9e) Responses from each individual completing the survey - i.e. each respondent - are given a weight in accordance with several categories: age (in four categories - 16-24, 25-34, 35-54 and 55+); gender (male vs. female); ethnicity ('white' vs. BME); and work status (working full-time vs. not working full-time). Ipsos MORI sources population profile data from the Office for National Statistics Census Mid-Year Estimates. 'Rim' weighting has been used and any respondent who did not answer any of the weighting categories is weighted neutrally with a factor of 1.0. To view a full note on the weighting scheme currently in use please click here [ How (statistically) reliable is the data? ](#collapse-5b409996a575916e0e9e) All surveys are estimates of the 'truth' this being the views/behaviours of the 'universe' - in this case, every 16+ year old resident in a particular local authority area. The variation between the sample results and the "true" values (the findings which would been obtained if all 16+ year olds had taken part) can be predicted from knowledge of the sample sizes on which the results are based and the number of times that a particular answer is given. The confidence with which we can make this prediction is usually chosen to be 95%, that is, the chances are 95 in 100 that the "true" values will fall within a specified range. For example, For example, with a total sample of 1,000 where 50% give a particular answer, the chances are 19 in 20 that the "true" value (which would have been obtained if the whole population had taken part) will fall between 47% and 53% (i.e. within the range of plus or minus 3 percentage points from the sample result). [ How reliable are comparisons between local authorities? ](#collapse-2c97c856a575916e0e9e) The differences between results for authorities may be "real", or may occur by chance (because not everyone took part in the survey). To test if the difference is a real one - i.e. if it is "statistically significant" - we again have to know the size of the samples, the percentage giving a certain answer and the degree of confidence chosen. [ How reliable is it to look at the responses of sub-groups and sub-areas? ](#collapse-5b7d7986a575916e0e9e) The differences between results for sub-groups of respondents, such as the differences between men and women, may be "real", or may occur by chance (because not everyone took part in the survey). To test if the difference is a real one - i.e. if it is "statistically significant" - we again have to know the size of the samples, the percentage giving a certain answer and the degree of confidence chosen. ## Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](http://tel+44%20(0)%201884%20841884) ###### Fields marked with an \* are required Name Email Enquiry Type Comments Send ##### Share experiences and good practice #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](#) --- ### [Insights](https://nhtnetwork.org/survey-insights/) **Published:** July 31, 2025 **Author:** BMC.T3ch **Content:** # NHT Insights #### Access detailed NHT insights and results to compare performance, track public satisfaction, and identify opportunities for improving highways and transport services across Local Authorities. ## 2025 Key Headlines Here are the headlines from the [Public Satisfaction Survey](https://nhtnetwork.org/nht-public-satisfaction-survey-2025-executive-summary-overview/) and the [CQC Efficiency Network](https://nhtnetwork.org/cqc-results-excecutive-summary-2025/) ## PSS Key Insights - Overall stability: 2025 marks the first upturn in overall satisfaction since 2020, suggesting a levelling off following pandemic-period declines. - Road maintenance remains the weakest area, though there are early signs of improvement in perceptions of repair activity. - The highest satisfaction of the survey is with the Public Transport Indicators - Communication remains an issue, especially around roadworks and repairs. - EV charging infrastructure continues to improve, indicating progress towards supporting low-carbon transport. - Variation between authorities remains wide, demonstrating potential for improvement through benchmarking and sharing best practice. [ SEe MORE ](https://nhtnetwork.org/nht-public-satisfaction-survey-2025-executive-summary-overview/) ## CQC Key Insights - Member authorities have delivered cost savings of £98.2 million in 2024/25 compared with the costs they would have incurred without the improvements made since 2013/14. - The cumulative performance improvements across the membership since 2013/14 have reached £1.53 billion in real-terms - Overall maintenance costs are 89% of what they would have been had sector not improved practice. - 85 out of 91 member authorities have shown overall performance improvement since 2013/14, with only six recording deterioration, demonstrating widespread progress. - The most significant improvements were achieved between 2013/14 and 2019/20, but current results show the sector is maintaining performance levels despite inflationary and operational pressures. [ SEe MORE ](https://nhtnetwork.org/cqc-results-excecutive-summary-2025/) ## 2025 NHT Survey Results Access the results of the most recent survey through our public facing portal. Run the annual report with the key findings and individual authority reports for this year. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/NHT-Survey-2023-Annual-Report-1.png "NHT-Survey-2023-Annual-Report-1 - The National Highways and Transport Survey - The National Highways and Transport Survey") ## NHT Public Satisfaction Survey 2025 ## National Annual Report Run the full report on the latest national results: - Find out headline results - Top Performers - Key findings [ Run Report ](https://www.nhtnetwork.co.uk/isolated/page/1358) ![](https://nhtnetwork.org/wp-content/uploads/2025/08/NHT-Survey-2023-Annual-blackpool-768x637-1.png "NHT-Survey-2023-Annual-blackpool-768x637-1 - The National Highways and Transport Survey - The National Highways and Transport Survey") ## NHT Public Satisfaction Survey Authority Reports ## Individual Council Results Dynamically run a report for individual participating authorities: - Detailed key performance indicators - Run PDF reports - Improvements and trends - Compare with the national average [ Run Report ](https://www.nhtnetwork.co.uk/isolated/page/793) ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send --- ### [About](https://nhtnetwork.org/about-nht/) **Published:** July 31, 2025 **Author:** BMC.T3ch **Content:** # About the NHT Network – Driving Service Improvement in Highways & Transport #### The National Highways & Transport Network (NHT) is a trusted, subscription-based benchmarking and service improvement organisation dedicated to supporting the UK’s highways and transport sector — with a strong focus on local authorities and their delivery partners. ![](https://nhtnetwork.org/wp-content/uploads/2025/11/national-highways-transort-network--1024x576.webp "national highways & transort network - The National Highways and Transport Survey - The National Highways and Transport Survey") ###### About The NHT Network ## Driving Better Highways & Transport Services – Together We bring together a collaborative community of members who share a common goal: **to improve the quality, efficiency and performance of local transport services**. Through our structured steering groups, members collectively shape the services we offer, define the metrics we measure, and ensure that the data we gather is directly relevant to real-world challenges. Our unique value lies in our ability to provide **clear, evidence-based insights**. We help local authorities understand not only how they are performing, but also how they compare to others — and, most importantly, where improvement is possible. ✓ **120+ member authorities** across England trusting our methodology ✓ **1 million+ public survey responses** informing better services ✓ **Department for Transport recognised** framework ✓ **Academic rigour** backed by the University of Leeds & Ipsos [ CONTACT US ](https://nhtnetwork.org/contact-us/) ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ What it does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ What it does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ What it does ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) --- ### [CQC Results Excecutive Summary 2025](https://nhtnetwork.org/cqc-results-excecutive-summary-2025/) **Published:** October 30, 2025 **Author:** Sharon Andrews **Content:** # CQC Results Excecutive Summary 2025 #### The CQC results indicate that member authorities have generally improved efficiency and effectiveness since 2014. ## The CQC framework distinguishes between genuine efficiency gains (from improved practices) and simple budget cuts Here are the Headline Trends from the [NHT Cost, Quality, Customer Framework](https://nhtnetwork.org/services/cqc-efficiency/). CQC) MetricResultsNetwork Trend / CommentAverage Efficiency Score91%Network efficiency has risen slightly overall (+1–2%). Most authorities operate between 85–95%, showing convergence and maturity in efficiency practices.Highest Efficiency ScoresA few top authorities (scoring 98–100%) are now operating very close to their *Predicted Minimum Cost*, indicating fully optimised performance.Lowest Efficiency Scores62–70%A minority of authorities remain significantly below the network average, often due to local constraints (geography, asset condition, or cost pressures).Average Efficiency Improvement Since 2013/1411%Typically members have reduced their effective cost base by around 11%, equivalent to substantial long-term savings without degradation in service quality.Cumulative Efficiency Savings (since 2013/14)Typically £10–30M per authority, network total in the hundreds of millionsDemonstrates significant and sustained real savings achieved through improved processes, asset management, and procurement.Average Opportunity Gap (Scope for Improvement)9%The network still has about 9% efficiency potential before reaching predicted minimum cost—suggesting further gains possible. ## Common Patterns Across the Membership Findings from the recent analysis from the CQC Cost Efficiency Work ##### 1. General Upward Trend in Efficiency: Nearly all authorities show improvement since 2014, with most recording increases in their Efficiency Score. This reflects widespread adoption of leaner operating models, better asset management data, and integrated planning. ##### 2. Convergence Toward Network Average: The variation between authorities has narrowed—indicating shared learning and benchmarking are helping raise the baseline. ##### 3. Catch-Up Vs Keep-Up Improvements: - *Keep-Up* improvements (steady continuous gains) are consistently reported across the network. - *Catch-Up* improvements (closing historical gaps) vary more widely—some authorities have achieved double-digit catch-up gains, while a few still lag behind. ##### 4. Stable or Rising Service Quality: The increase in efficiency scores without major cost spikes suggests savings have been realised through process improvements, not through service reduction. ##### 5. Network Learning Effect: Authorities that benchmark regularly against their peers show the strongest and most sustained improvement—indicating that CQC benchmarking itself is driving better management practices. ## Summary Indicators for the Network - Average Overall Improvement: 11% since 2013/14 - Average Annual Efficiency Savings (2024/25): Typically £0.5M–£3M per authority - Cumulative Savings (since 2013/14): Commonly £10–30M, with some large authorities exceeding £50–70M - Efficiency Score Range (2025): 62%–100% - Network Average Efficiency Score: 91% - Average Opportunity Gap: 9% ### In Summary The 2025 CQC benchmarking shows: - - Sustained real efficiency gains across the network (11% improvement since 2014). - Reduced variation between authorities, signalling consistent adoption of good practice. - High cumulative savings, demonstrating genuine productivity improvement. - A remaining efficiency potential of around 9%, suggesting scope for further optimisation through innovation and cross-authority collaboration. --- ### [PMF - What it does](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) **Published:** August 14, 2025 **Author:** BMC.T3ch **Content:** # What you can do with your Performance Management Data #### The NHT Performance Management Framework (PMF) tracks and evaluates council performance across key highways and transport indicators, enabling data-driven decisions, benchmarking, and targeted service improvements. ###### Measuring Public Satisfaction # What you can do with your PMF data The NHT Performance Management Framework (PMF) measures how your Council’s Highways and Transportation Services are performing, against a range of indicators. The data provides an evidence base for continuous improvement and benchmarking across the NHT Network. - **Assess Performance** – Review results across corporate, management, and operational levels, as well as by theme, activity, and asset type. - **Track Progress Over Time** – Examine direction of travel to identify where performance is improving or where further focus is needed. - **Support Audit and Review** – Use Comparator Group Reports as part of audits or performance reviews, based on relevant service delivery attributes. - **Inform Strategy and Planning** – Apply results to develop and monitor maintenance and management strategies and improve resource allocation. - **Benchmark and Collaborate** – Compare performance with similar authorities, identify exemplar peers, and share learning to drive improvement. ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ Learn More ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ Learn More ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ Learn More ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) --- ### [NHT Members](https://nhtnetwork.org/nht-members/) **Published:** August 15, 2025 **Author:** BMC.T3ch **Content:** # NHT Members #### Learn how your authority can take part in the NHT Network, access benchmarking tools, and collaborate with peers to drive improvements in highways and transport services. ## Record Participation in 2025 from across the country Another great year for the NHT Network with record numbers of Authorities taking part in both the NHT Public Satisfaction Survey and the CQC Efficiency Network. NHT has the largest authority membership of any benchmarking network in the sector and both the NHT Survey and CQC Network are recognised by DfT. ## 2025 Authority's NHT Participation: [ NHT Survey ](#membersData) [ CQC Efficiency Network ](#membersData) ![](https://nhtnetwork.org/wp-content/uploads/2025/08/reports-feature.png "reports-feature - The National Highways and Transport Survey - The National Highways and Transport Survey") ## NHT Survey Participation Map ![](https://nhtnetwork.org/wp-content/uploads/2025/08/Survey-Members-Map-2025-map-1-scaled-1-724x1024.png "Survey-Members-Map-2025-map-1-scaled - The National Highways and Transport Survey - The National Highways and Transport Survey") ## CQC Efficiency Network Participation Map ![](https://nhtnetwork.org/wp-content/uploads/2025/08/Members-Map-CQC-2025-map-scaled-1-724x1024.png "Members-Map-CQC-2025-map-scaled - The National Highways and Transport Survey - The National Highways and Transport Survey") [ Download NHT Survey Participation PDF(1.1mb) ](https://nhtnetwork.org/wp-content/uploads/2025/08/Public-Satisfaction-Survey-2025.pdf) [ Download CQC Efficiency Network Participation PDF(1.1mb) ](https://nhtnetwork.org/wp-content/uploads/2025/08/CQC-Efficiency-Network-Members-2025-1.pdf) ## CQC Efficiency Network Participation Our map and Participating Authority information ![](https://nhtnetwork.org/wp-content/uploads/2025/08/Members-Map-CQC-2025-map-scaled-1-724x1024.png "Members-Map-CQC-2025-map-scaled - The National Highways and Transport Survey - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/08/Members-Map-CQC-2025-members-scaled-1-724x1024.png "Members-Map-CQC-2025-members-scaled - The National Highways and Transport Survey - The National Highways and Transport Survey") [ Download Full NHT Survey Participation PDF(1.1mb) ](https://nhtnetwork.org/wp-content/uploads/2025/08/CQC-Efficiency-Network-Members-2025-1.pdf) ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) --- ### [CQC](https://nhtnetwork.org/services/cqc-efficiency/) **Published:** August 7, 2025 **Author:** BMC.T3ch **Content:** # NHT CQC – Measuring Efficiency and Value for Money in Highway Maintenance #### The NHT CQC (Cost, Quality, Customer) framework helps councils assess the efficiency and overall value for money of their highway maintenance services, enabling informed decisions and continuous improvement. ###### compares cost and efficiency ## Measuring Efficiency, Demonstrating Value, Support Net Zero Measures both financial and carbon performance helping authorities identify savings, improve asset management and support progress toward Net Zero. The CQC Efficiency Network is a benchmarking framework that helps local highway authorities measure and improve the cost, quality and carbon efficiency of their carriageway maintenance. It evaluates how effectively authorities manage their road assets by comparing actual performance again a statistically adjusted ‘minimum cost’ model that accounts for factors outside their control, such as network size, traffic levels and local costs. This allows fair, like-for-like comparisons across the network. CQC measures both financial efficiency – how much an authority has reduced costs through improved practices- and carbon efficiency through the concept of Value for Carbon, which quantifies how much future carbon is saved by extending asset life through maintenance. Together, these metrics show how well an authority is delivering safe, sustainable, cost-effective road maintenance, supporting progress toward Net Zero and long-term asset resilience. ## Institute for Transport Studies The CQC analysis is undertaken by the Institute for Transport Studies at the University of Leeds who are a leading transport research centre worldwide. They deliver internationally excellent research outputs, which impact upon transport policy and practice, and contribute to the wider economy and society. They are experts in benchmarking of firms and governmental organisations and have a substantive track record of undertaking benchmarking studies across road, railways and airport sectors. **Note:** Members are bound by a mutual non-disclosure and confidentiality agreement, which protects the interests of all parties and preserves the anonymity of the results. ## CQC Efficiency Network The CQC Efficiency Network benchmarks the cost, quality and carbon efficiency of carriageway maintenance in local authority areas on a like for like basis. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/laptop-template-cqc.png "laptop-template-cqc - The National Highways and Transport Survey - The National Highways and Transport Survey") ## What is the CQC Efficiency Network? - Fair Benchmarking: Compares authorise on a like-for-like basis, adjusting for factors outside of their control (e.g. network size, traffic and local costs). - Efficiency Measurement: Quantifies how effectively authorities reduce costs through improved practices without compromising quality. - Carbon Performance (Value for Carbon): Assesses how maintenance activities contribute to Net Zero by relating future carbon savings to carbon expended. - Continuous Improvement Tracking: Monitors changes in efficiency and effectiveness over time, highlighting real savings and opportunities for further improvement. ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ## Data Implementation A record of the efficiency savings that have been achieved in the maintenance of your carriageways # What you can do with the data #### Provides members with an annual assessment of their efficiency, using CQC methodology, focusing on carriageway maintenance expenditure. [ Read More ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ## Data Implementation A record of the efficiency savings that have been achieved in the maintenance of your carriageways # What you can do with the data #### Provides members with an annual assessment of their efficiency, using CQC methodology, focusing on carriageway maintenance expenditure. [ Read More ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) # NHT CQC Report Descriptions #### The active use of the NHT CQC by Councils will enhance the focus on Customer in the planning and delivery of Highways and Transportation services. [ Read More ](https://nhtnetwork.org/services/cqc-efficiency/cqc-descriptions/) ## Why your local authority needs CQC NHT CQC can be used to highlight the level of efficiency/overall value for money of the Council’s Highway maintenance ![](https://nhtnetwork.org/wp-content/uploads/2025/08/CQC1.jpg "CQC1 - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Annual Assessment The CQC Efficiency Network provides members with an annual assessment of their efficiency, using CQC methodology, focusing on carriageway maintenance expenditure. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/CQC2.jpg "CQC2 - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Monetised Savings Monetised Savings The analysis allows us to quantify an authority's improvement in £'s. This is how much an authority has saved through the adoption of more efficient practices compared to 2013/14 ![](https://nhtnetwork.org/wp-content/uploads/2025/08/CQC3.jpg "CQC3 - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Benchmarking By using adjustments to bring all authorities to a common basis (same network size, same traffic, same condition etc) it allows any authority to compare themselves with any other authority on an equivalent basis. ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ What it does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ What it does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ What it does ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) --- ### [PMF](https://nhtnetwork.org/services/performance-management-framework/) **Published:** August 7, 2025 **Author:** BMC.T3ch **Content:** # Performance Management Framework (PMF) #### The NHT Performance Management Framework (PMF) provides Local Authorities with a consistent set of indicators to measure, compare, and improve the performance of their highways and transport services. ###### Measuring Performance Management ## Benchmark, Compare, Improve The NHT Performance Management Framework (PMF) is a practical, sector-developed tool designed to help local highway authorities measure and manage the performance of their highway services. It provides a clear structure for tracking performance at strategic, tactical, and operational levels, and supports evidence-based decision-making PMF includes over 150 performance indicators across nine key asset types and five service themes. It enables authorities to monitor progress, identify areas for improvement, and align service delivery with corporate priorities and resident expectations Integrated with the NHT Public Satisfaction Survey and fully aligned with DfT Incentive Fund requirements, the PMF offers both internal performance insight and external benchmarking through the CQC Efficiency Network. Access to the PMF, along with supporting tools and benchmarking services, is included as part of CQC Efficiency Network membership. ## Performance Management Framework (PMF) A measurement hierarchy to highlight strengths and weaknesses, and good and bad performance ![NHT PMF ipad](https://nhtnetwork.org/wp-content/uploads/2025/08/pmf-ipad-1024x709.png "NHT PMF ipad - The National Highways and Transport Survey - The National Highways and Transport Survey") ## PMF Key Features - Structured Performance Hierarchy - Connects corporate goals, asset strategies, service levels and operational delivery in a clear framework. - Comprehensive Measures - Over 150 indicators across 9 asset types and 5 service themes to track and drive performance. - Peer Benchmarking - Enables comparison with 80+ local authorities through the NHT CQC Efficiency Network. - Resident Insight Integration - Aligns with NHT Public Satisfaction Survey results to link service performance with use experience, ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ## Data Implementation The **NHT Performance Management Framework (PMF)** can be effectively used to provide a **current state of the nation** in terms of highway and transport services and assess whether funding is **sufficient** and **appropriately targeted**. # What you can do with the data #### Insight into how the assets that you are responsible for are performing across a range of indicators that are benchmarked against the NHT network average. [ Read More ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ## Data Implementation The **NHT Performance Management Framework (PMF)** can be effectively used to provide a **current state of the nation** in terms of highway and transport services and assess whether funding is **sufficient** and **appropriately targeted**. # What you can do with the data #### Insight into how the assets that you are responsible for are performing across a range of indicators that are benchmarked against the NHT network average. [ Read More ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) # NHT PMF Report Descriptions #### Investigated by the members of the Team who are developing Highways and Transportation Policy or are designing service delivery, to aid their understanding of public opinion [ Read More ](https://nhtnetwork.org/services/performance-management-framework/pmf-descriptions/) ## Performance benchmarking across assets and management The NHT PMF measures how the Council’s Highways and Transportation Services are performing, against a range of indicators ![](https://nhtnetwork.org/wp-content/uploads/2025/08/PMF1.jpg "PMF1 - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Reporting The performance measures in the framework are positioned in a measurement hierarchy to allow aggregation of performance at any level and an overall assessment of performance at each level: Corporate Goals, Asset Type, Management Level etc. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/PMF2.jpg "PMF2 - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Measures A standard set of national measures across 9 Asset Types: Carriageways, Footways, Cycleways, Rights of Way, Drainage, Green Infrastructures, ITS Infrastructures, Street lighting and Structures. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/PMF3.jpg "NHT - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Benchmarking As part of an authorities CQC Membership they have access to the national set of annual measures. This allows authorities to benchmark their own performance against all other network members, nationally, regionally, in their peer group or alliance. ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ What it does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ What it does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ What it does ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) --- ### [Data in Action](https://nhtnetwork.org/nht-data-in-action/) **Published:** September 17, 2025 **Author:** BMC.T3ch **Content:** # Turn Data into Results #### Discover what members can do with their data to create real impact for Councils and communities. By leveraging the NHT Network data, local authorities not only gain actionable insights but also create opportunities for growth, efficiency, and stronger relationships with their residents. These cascading benefits make the NHT Network an invaluable resource for public service improvement. ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ What it does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ What it does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ What it does ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey The NHT Public Satisfaction Survey is the largest survey of its kind, and is recognised by the Department for Transport. [ Learn More ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) Compares service performance across asset types and management levels [ Learn More ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The CQC Efficiency Network compares Carriageway costs & carbon efficiencies across local authorities on a like-for-like basis [ Learn More ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send --- ### [Document Library](https://nhtnetwork.org/document-library/) **Published:** July 31, 2025 **Author:** BMC.T3ch --- ### [NHT Services](https://nhtnetwork.org/services/) **Published:** July 31, 2025 **Author:** BMC.T3ch **Content:** # Unlock the Road to Excellence with the NHT Network #### Are you ready to drive improvements in your highways and transport services? The National Highways and Transport Network is your ultimate tool to measure public opinion, benchmark your performance, and identify actionable insights for better services. ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ What it does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ What it does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ What it does ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send --- ### [PSS Descriptions](https://nhtnetwork.org/services/public-satisfaction-survey/pss-descriptions/) **Published:** August 14, 2025 **Author:** BMC.T3ch **Content:** # NHT Public Satisfaction Survey (PSS) Report Descriptions #### The NHT Public Satisfaction Survey (PSS) captures residents’ views on highways and transport services, providing valuable insights to help councils measure performance, identify priorities, and drive service improvements. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/Ipsos-Square-Logo-InsightPlatforms.webp "Ipsos-Square-Logo-InsightPlatforms - The National Highways and Transport Survey - The National Highways and Transport Survey") ###### Measuring Public Satisfaction ## NHT Public Satisfaction Survey (PSS) Report Descriptions The active use of the NHT PSS by Councils will enhance the focus on Customer in the planning and delivery of Highways and Transportation services. Executive Summary Provides a high-level analysis of your results this year and aims to pick out the key findings and highlights. This report might be used by The Director, Assistant Directors and Heads of Service with responsibility for Highways and Transportation to highlight the key aspects of how the Council’s Highways and Transportation Services are performing in the eyes of the public, this when discussing service performance with Senior Colleagues and the Portfolio Holder. Annual Report Expands on the Executive Summary, it includes additional analysis of your results, how they have changed from last year and how they compare with NHT Averages. This report might be used by the Heads of Service and Service Leads to gain an in depth understanding of how the services of the Council’s Highways and Transportation Services are performing in the eyes of the public and how they compare to other authorities. This can help managers address questions from senior management when considering the customer focus as part of their asset management strategies. Highlights Report Expands on the ‘Highlights’ section of the Annual Report with result highs and lows and the most popular responses to questions in this year’s survey. This report is particularly useful as an aid memoir for Heads of Service to have to hand when having customer focused discussions about the quality of Highways and Transportation Services with the Portfolio Holder and other Councilors. These highlights help provide context to any request for service or complaint, does the individual’s view on the performance of the service align with the wider customer view? Response Analysis Provides an analysis of your public’s responses to each question in the Survey this year, showing the number of responses to each possible answer. This report might be investigated by those members of the Highways and Transportation teams who develop and monitor the service’s strategies and plans. This analysis can help the service to evidence their plans and objectively quantify the performance against customer focused objectives. Key Aspects of Service Analysis Provides an analysis of and comparisons between your public’s responses to Questions 1 to 4 of the Survey, (Importance, Satisfaction, Getting Worse/Better, Spend More/Less). This report might be used by The Director, Assistant Directors and Heads of Service with responsibility for Highways and Transportation to inform decisions on the allocation of budget (increases or cuts) across Highways and Transportation services. This report might also be used in discussions with senior management colleagues and portfolio holders to mandate a case investing in those Highways and Transportation services that the public see as most important, are least satisfied with and see as a priority for Council spending. Theme Report Available for any Theme, provides a complete picture of your results, how they have changed from last year and how they compare with any Comparisons Group of which you are part. These reports should be considered by Heads of Service and Service Managers to help identify where you might deploy representatives at regional alliances, benchmarking / improvement groups and how your authority might contribute to the alliance/group as an exemplary authority in the eyes of the public or to identify the exemplar authorities that you might speak with to identify how you can improve. Indicator Report Available for any Indicator, shows how your result has changed from last year and how it compares with the NHT Average or with any Comparisons Group of which you are part. Having identified the particular indicators that will be used by Team Member with responsibility for performance management to develop and monitor the service’s strategies and plans. These reports quantify your performance against the customer focused objectives you hold, they compare your performance over time and with others on a National and Regional basis. Indicator Analysis Compares your results with the NHT average, high and low and with your results last year to show your year-on-year change. This report might be used by those members of the Highways and Transportation teams who develop and monitor the service’s strategies and plans. Thay can drill down into the indicators that evidence their plans and see how the authority has performed against each indicator over time and by comparison with others. This provides those Team Members with an in depth understanding of the Council’s performance against customer-focused objectives. Best Performer / Improver Identifies any of your results where this year you have been identified as the ‘Best Performer’ or ‘Biggest Improver’ Nationally. This report might be used by The Director, Assistant Directors and Heads of Service with responsibility for Highways and Transportation to highlight noteworthy areas of service that deserve their praise and promotion as a best performer/biggest improver in the eyes of the people that the Council serves. A little praise goes a long way! Gap Report Lists your results for all Indicators and shows the difference from the NHT Average (higher or lower). These reports might be used by service leads, with the appropriate filters applied, to undertake a SWOT analysis and/or workshop where the service is strong and where it might seek to improve. Trend Report Lists your results for all Indicators and shows how they have changed from last year (up or down). This report allows those Team Members with responsibility for performance management to monitor trends in the service’s performance and drill down into any areas of interest and see how that trend compares with the National and Regional picture. This helps the service identify whether the trend being experienced is driven by a local influence or some wider impact on the performance of the sector. Trend Analysis Provides an analysis of your authority’s NHT Survey results over the last five years, smoothing out year on year fluctuations in the data to give a better representation of changes in the public’s satisfaction. Note*: This report is only available for authorities that have taken part in the survey continuously since 2018.* Where available this report provides Team Members with responsibility for performance management with a better view of trends in the service’s performance over time and drill down into any areas of interest and see how that trend compares with the National and Regional picture, helping the Highways and Transportation services understand their improvement journey from the perspective of the people that the Council serves. ## NHT PMF Benchmarking Reports and Report Descriptions NHT PMF Benchmarking Reports and Report Descriptions Group Comparisons Available for any of your Comparison Groups, shows how your results compare with the group average, high & low, and identifies the best performer and biggest improver in the Group for each Note*: If you select a group that you have not notified us you are part of the report will be blank.* These reports should be provided to your representatives at regional alliances, benchmarking / improvement groups. Those reports might be used by those representatives to inform where your authority might contribute to the alliance/group as an exemplary authority in the eyes of the public or to identify the exemplar authorities that you might speak with to identify how you can improve. Group Comparisons Download Lists the indicator results for every authority within the chosen group. Access to these reports should also be made available to your representatives at regional alliances, benchmarking / improvement groups to aid comparison and improvement as an active member of the group. Self Selection Group Comparison Select your own group of authorities and an Individual Indicator to compare the results over the last 5 years. You may seek to align yourself with a bespoke set of authorities, be they your neighbours, or some other set that might be identified as a comparable set of authorities by an external auditor. This report compares the public’s satisfaction with Highways and Transportation services across that bespoke group and might be used as part of your response to audit, or to objectively understand how your performance compares with your neighbours. Comparator Group Analysis This compares yours results with your Comparator Group (a group of 10 authorities that most closely match your highways and transport characteristics). Note*: only available for those authorities that are members of the NHT CQC Network.* The comparisons made with other authorities sought as part of any audit are often made with a cohort of authorities established on the basis of attributes such as population and/or how the authority is constituted. Comparisons made on conventional basis may not be like for like given your Highway and transportation attributes. Consequently, this report might be used by the Director, Assistant Directors and Heads of Service with responsibility for Highways and Transportation as part of their response to audit as the comparisons here are made on the basis of attributes that are related to the delivery of highways and transport services. Group Annual Report This report compares the performance of a Group of Authorities with other equivalent Groups and with its own year on year performance. It also identifies the best performers and biggest improvers within the Group. These reports should be provided to your representatives at regional alliances, benchmarking / improvement groups, particularly if they chair that group or have a role in its governance. Those reports might be used by those representatives to inform how the group might seek to contribute to the Highway and Transportation Sector as a purveyor of Best Practice in the eyes of the public. ## Excel Downloads Report Descriptions My Historic Results Lists your results for each of the years you have participated in the Survey**.** All Authority Results Lists the results of each authority that has participated in the Survey this year. Group Comparison Download Lists this years results for each authority that are members of a specific group/alliance. These Downloads should be available to members of the Highways and Transportation teams who are investigating or monitoring the performance of the service, particularly if they wish to undertake any bespoke analysis of public satisfaction alongside the other measures of performance being used within the authority or group/alliance. ## District Reporting Report Descriptions *Only available where your authority has subscribed to District Reporting* District Annual Report Summarises your results for each District and compares them with your authority results. Results Download An excel version of the results found in the District Annual Report. District Maps Available for any indicator, displays your results on a map by District. Ward Maps Available for any question, displays your results on a map by Ward. Where available District reporting and mapping can be investigated by the members of the Team who are developing Highways and Transportation Policy, or are designing service delivery, to aid their understanding of how public opinion may vary across the administrative area of the Council. This reporting and mapping can help promote a focus on the customer. ## Mapping Report Descriptions Authority MapAuthority Map Pick an Indicator and compare your results to others. **This report might be used by \[ \] to \[ \].** Ward Map **Ward Map** – Pick a question and see the spread of scores by ward. **This report might be used by \[ \] to \[ \].** District Maps Available for any indicator, displays your results on a map by District. Ward Maps Available for any question, displays your results on a map by Ward. Mapping can be investigated by the members of the Team who are developing Highways and Transportation Policy, or are designing service delivery, to aid their understanding of how public opinion may vary between authorities as well as across the administrative area of the Council. This mapping can help promote a focus on the customer and aid communication through visualisation. ## Demographic Reporting Report Descriptions 'About You' Analysis This report looks at this year’s survey responses and explores how the results vary by Age Group, Gender, Car Ownership and Wheelchair/Mobility Scooter users. **This report might be used by \[ \] to \[ \].** Active Travel Analysis This report looks at this year’s survey responses and explores how the results vary between Regular, Occasional, Non Cyclists and also Regular, Occasional & Non Walkers. **This report might be used by \[ \] to \[ \].** Public Transport Analysis This report looks at this year’s survey responses and explores how the result vary between Regular, Occasional and Non Bus Users. **This report might be used by \[ \] to \[ \].** Ward Maps Available for any question, displays your results on a map by Ward. Note the above reports are available for an **Individual Authority**, a **Region** or as a **National** analysis These reports should be used by the members of the Team who are developing Highways and Transportation Policy, or are designing service delivery, to consider how policy and delivery might be tailored to further the corporate objectives that the Council has in respect to any particular demographic and inform their equality impact assessments. The Active Travel and Public Transport Analysis should be of particular interest to those developing Local Transport Plans and associated policy. [ What the PSS Does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ What it does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ What it does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ What it does ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) --- ### [PMF Descriptions](https://nhtnetwork.org/services/performance-management-framework/pmf-descriptions/) **Published:** August 14, 2025 **Author:** BMC.T3ch **Content:** # NHT PMF Report Descriptions #### Discover how the NHT Performance Management Framework (PMF) measures and compares highways and transport service performance, helping councils identify strengths, address challenges, and improve outcomes. ###### Measuring Public Satisfaction ## NHT PMF Report Descriptions ## Authority Reports Annual Report Provides a full overview of your [PMF](https://nhtnetwork.org/nht-products/performance-management-framework/) results for FY 2022/23, splitting the results out by each Asset. Asset Report Provides a detailed report for your chosen asset. Indicator Report Available for any indicator it shows how your results have changed from last year and how it compares with the NHT average and with any comparison group you are part of. Indicator Analysis Compares your results with the NHT average, high and low and shows your year on year change. ## Comparison Group Reports Group Annual Report Compares the performance of a Group of Authorities with other equivalent groups and with its own year on year performance, and identifies the best performers and biggest improvers within the group. Available for a Region, Alliance or Peer Group. Group Member Scores This report shows the actual scores or benchmark scores for all the authorities that are part of a chosen group. Select from a Region, Alliance or Peer Group. Comparator Group Report Compares your results with the high, low ad average scores within your comparator group, this is the group of 10 authorities that are most like you in make up. Comparator Group Analysis Compares the results of your comparator group of authorities graphically on an asset by asset basis. ## Your Data Reports Out of Range Scores This report identifies any of your results that have been marked as out of range. Your Data This report shows the data you have provided and have been used in the PMF analysis. [ What the PMF Does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ What it does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ What it does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ What it does ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) --- ### [CQC Descriptions](https://nhtnetwork.org/services/cqc-efficiency/cqc-descriptions/) **Published:** August 15, 2025 **Author:** BMC.T3ch **Content:** # NHT CQC Report Descriptions #### Explore detailed CQC report summaries that highlight performance, compliance, and quality standards. NHT provides clear, accessible insights to help members stay informed and aligned with best practices. ###### Measuring Public Satisfaction ## NHT CQC Benchmarking Reports and Report Descriptions The active use of the NHT PSS by Councils will enhance the focus on Customer in the planning and delivery of Highways and Transportation services. Executive Summary Provides a high level overview of your [CQC](https://nhtnetwork.org/nht_product/cqc-efficiency/) results quantifying your improvement and how much you have saved since 2013/14. This report might be used by The Director, Assistant Directors and Heads of Service with responsibility for carriageway maintenance to highlight the level of efficiency/overall value for money of the Council’s Highway maintenance. This overview should assist when discussing the VFM of the Highway Service with the S151 Officer and Auditors, or as part of a Best Value Review. Authority Report Expands on the Executive Summary and describes the methods and data used in the CQC analysis on a step by step basis. This report might be needed to satisfy the S151 Officer and financial colleagues of the legitimacy of the results that you have achieved and the applicability of this approach to the quantification of efficiency gains and the real improvements that have been made in carriageway maintenance. Savings Statement Provides an extract of the Executive Summary to show your authority’s savings since 2013/14. This report might be used as a record of the efficiency savings that have been achieved. Benchmarking Reports These reports compare your results to a selection of other authorities, including the attributes of those authorities. - - Regional – this will run for your own Region. - Alliance – you can run this for any Alliance you are part of. - Self Selection – pick your own group of authorities. - CQC Comparison Group – this is the 10 authorities that are most like you. Group Annual Report This report compares the performance of a Group of Authorities with other equivalent Groups and with its own year on year performance. It also identifies the best performers and biggest improvers within the Group. These reports should be provided to your representatives at regional alliances, benchmarking / improvement groups, particularly if they chair that group or have a role in its governance. Those reports might be used by those representatives to inform how the group might seek to contribute to the Highway and Transportation Sector as a purveyor of Best Practice in the eyes of the public. These reports should be provided to your representatives who are considering the VFM of highway maintenance and asset management (carriageways in particular) at regional alliances, benchmarking / improvement groups. These reports might be used by those representatives to identify the exemplar authorities that you might speak with to identify how you can improve. The VFM comparisons made with other authorities sought as part of any audit are often made with a cohort of authorities established on the basis of attributes such as population and/or how the authority is constituted. These comparisons can be made in respect to the VFM being achieved in carriageway maintenance across any such cohort using the self-selection report. However, comparisons made on conventional basis may not be like for like given your Highway attributes. Consequently, the CQC Comparison Group might be used by the Director, Assistant Directors and Heads of Service with responsibility for highway maintenance as part of their response to an audit of the VFM being achieved in respect to carriageway maintenance, as the comparisons here are made between you and a cohort of authorities that have been identified on the basis of attributes that are related to the delivery of highways services. ## Other Data Provisions [ What you can do with your data ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ![](https://nhtnetwork.org/wp-content/uploads/2025/11/nhtpss.jpg "nhtpss - The National Highways and Transport Survey") ### Public Satisfaction Survey (PSS) The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. [ What it does ](https://nhtnetwork.org/services/public-satisfaction-survey/pss-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/pmf.jpg "pmf - The National Highways and Transport Survey") ### Performance Management Framework (PMF) The NHT Performance Management Framework helps local highway authorities measure and manage performance. [ What it does ](https://nhtnetwork.org/services/performance-management-framework/pmf-what-it-does/) ![](https://nhtnetwork.org/wp-content/uploads/2025/11/cqc.webp "cqc - The National Highways and Transport Survey") ### CQC Efficiency Network The NHT Cost, Quality, Customer framework helps councils assess efficiency and value for money in highway maintenance services to aid continous improvement. [ What it does ](https://nhtnetwork.org/services/cqc-efficiency/cqc-what-it-does/) ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) --- ### [PSS](https://nhtnetwork.org/pss/) **Published:** August 14, 2025 **Author:** BMC.T3ch **Content:** # PSS # What we do #### Velit auctor maecenas nisl tristique dolor eu parturient - Home - PSS ## Measuring Public Satisfaction The NHT Public Satisfaction Survey collects public perspectives on, and satisfaction with, Highway and Transport Services in Local Authority areas. It is a unique, standardised, collaboration between Highway Authorities across the UK enabling comparison, knowledge sharing, and the potential to improve efficiencies by the sharing of good practice. Over four million households have been sent a copy of the NHT Survey since it was first launched in 2008 and over a million members of the public have responded to date. A total of one hundred and forty-two Authorities have taken part in the survey over the past eleven years, twenty-nine County councils, eleven London Boroughs, thirty-three Metropolitan Boroughs and sixty-eight Unitary Authorities, nine of which were Scottish and a further six were Welsh. The NHT Survey is referenced in Question 12 of DfT’s Incentive Fund Self-assessment process. ![](https://nhtnetwork.org/wp-content/uploads/2025/07/three-workers-examining-building-plans-and-talking-on-portable-radio-at-construction-site.jpg "three-workers-examining-building-plans-and-talking-on-portable-radio-at-construction-site.jpg - The National Highways and Transport Survey - The National Highways and Transport Survey") ###### 25 Year of Experience ## What You Get - Clear and Actionable Reporting - Trend and Gap Analyses, Reports & Summaries,. - A better understanding of how they are performing in the eyes of their public - A consistent datum for setting service levels and a means of measuring the impact of service improvements - Access to the best performers and the opportunity to learn from the good practice of others - Full transparency of data in a secure members area for benchmarking purposes [ ](https://www.youtube.com/embed/1MTkZPys7mU?feature=oembed?playlist=1MTkZPys7mU&mute=0&autoplay=0&loop=no&controls=0&start=0&end=) ###### Play Intro ### Key Benefits of the Public Satisfaction Survey The NHT PSS data should be investigated to help develop and monitor the service’s strategies and plans and evidence performance ![](https://nhtnetwork.org/wp-content/uploads/2025/08/nht-satisfaction-icons-03-1.png "nht-satisfaction-icons-03-1 - The National Highways and Transport Survey - The National Highways and Transport Survey")### Cost Effective It exploits the full benefits of scale, using a standard questionnaire to minimise print costs and spreads all other fixed costs amongst participants. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/nht-satisfaction-icons-05-1.png "nht-satisfaction-icons-05-1 - The National Highways and Transport Survey - The National Highways and Transport Survey")### High Added Value It provides comprehensive analysis of results by Authority & comparisons between Authorities, on a peer group or regional basis. All reports are also accessible via this web site. ![](https://nhtnetwork.org/wp-content/uploads/2025/08/nht-satisfaction-icons-16-1.png "nht-satisfaction-icons-16-1 - The National Highways and Transport Survey - The National Highways and Transport Survey")### Easy to Participate All the development work has been done already, once you sign up the work to conduct the survey is done for you. ## Data Implementation The data from the NHT PSS has many uses and the suite of reports available on the NHT website are tailored accordingly. ### What you can do with the data It provides comprehensive analysis of results by Authority & comparisons between Authorities, on a peer group or regional basis. All reports are also accessible via this web site. [ Read More ](#) ### NHT PSS Report Descriptions The active use of the NHT PSS by Councils will enhance the focus on Customer in the planning and delivery of Highways and Transportation services. [ Read More ](#) ##### Create opportunities for growth, efficiency & stronger relationships with residents. #### If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. Give our sales team a call to see the many ways that joining NHT would benefit your authority ##### Tel: +44 (0) 1884 841884 [ Join NHT ](https://nhtnetwork.org/join-nht/) ### Consultation Amet hac aliquam porta ex facilisi eleifend imperdiet lorem cras mus [ Learn More ](#) ### Building Amet hac aliquam porta ex facilisi eleifend imperdiet lorem cras mus [ Learn More ](#) ### Renovations Amet hac aliquam porta ex facilisi eleifend imperdiet lorem cras mus [ Learn More ](#) ### Interior Amet hac aliquam porta ex facilisi eleifend imperdiet lorem cras mus [ Learn More ](#) ### Key Benefits of the Public Satisfaction Survey The NHT PSS data should be investigated to help develop and monitor the service’s strategies and plans and evidence performance ![](https://nhtnetwork.org/wp-content/uploads/2025/08/nht-satisfaction-icons-03-1.png "nht-satisfaction-icons-03-1 - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Family House In ultricies commodo tellus vehicula odio habitasse feugiat dictumst nam nulla pharetra [ Learn more ](#) ![](https://nhtnetwork.org/wp-content/uploads/2025/07/escalator-in-modern-shopping-mall-shopping-centre.jpg "escalator-in-modern-shopping-mall-shopping-centre.jpg - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Commercial Building In ultricies commodo tellus vehicula odio habitasse feugiat dictumst nam nulla pharetra [ Learn more ](#) ![](https://nhtnetwork.org/wp-content/uploads/2025/07/donau-city-office-buildings-in-vienna-austria.jpg "donau-city-office-buildings-in-vienna-austria.jpg - The National Highways and Transport Survey - The National Highways and Transport Survey") ### Appartement In ultricies commodo tellus vehicula odio habitasse feugiat dictumst nam nulla pharetra [ Learn more ](#) ## Trusted by 25,000+ world-class brands and organizations of all sizes. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. ![](https://nhtnetwork.org/wp-content/uploads/2025/07/1.png "1.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/2.png "2.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/3.png "3.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/4.png "4.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/5.png "5.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/6.png "6.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/7.png "7.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/8.png "8.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/9.png "9.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/smiling-woman-at-construction-site.jpg "smiling-woman-at-construction-site.jpg - The National Highways and Transport Survey - The National Highways and Transport Survey") ###### Testimonial ## What They Say About Constructoor ![](https://nhtnetwork.org/wp-content/uploads/2025/07/logo-4.png "logo-4.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/logo-2.png "logo-2.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/logo-11.png "logo-11.png - The National Highways and Transport Survey") ![](https://nhtnetwork.org/wp-content/uploads/2025/07/logo-5.png "logo-5.png - The National Highways and Transport Survey") "Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo." ![Mary Ladner](https://nhtnetwork.org/wp-content/uploads/2025/07/young-confident-businesswoman-in-formalwear-and-eyeglasses-e1629010328265.jpg) Mary LadnerStaff "Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo." ![Roy Gutierrez](https://nhtnetwork.org/wp-content/uploads/2025/07/optimistic-positive-handsome-bearded-man-e1629010214804.jpg) Roy GutierrezManager "Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo." ![Charlie Thomas](https://nhtnetwork.org/wp-content/uploads/2025/07/outdoor-standing-portrait-of-a-black-african-american-business-m-e1629010673206.jpg) Charlie ThomasManager # Let's start your project to be realize. #### Creating quality urban lifestyles, building stronger communities. [ Get Started ](#) --- ### [Terms & Conditions](https://nhtnetwork.org/terms-conditions/) **Published:** August 21, 2025 **Author:** BMC.T3ch **Content:** # Terms & Conditions #### Review the NHT Network’s Terms and Conditions to understand the guidelines, responsibilities, and policies that govern the use of our services and membership. Building Software Limited trading as measure2improve ## Who we are Our website address is: https://measure2improve.co.uk ## Introduction These terms and conditions apply between you, the User of this website (including any sub-domains, unless expressly excluded by their own terms and conditions), and Building Software Limited, the owner and operator of this website. Please read these terms and conditions carefully, as they affect your legal rights. Your agreement to comply with and be bound by these terms and conditions, you should stop using the Website immediately. In these terms and conditions, Users or users means any third party that accesses the Website and is not either (i) employed by Building Software Limited and acting in the course of their employment or (ii) engaged as a consultant or otherwise providing services to Building Software Limited and accessing the Website in connection with the provision of such services. You must be at least 18 years of age to use this website. By using the website and agreeing to these terms and conditions, you represent and warrant that you are at least 18 years of age. ## Intellectual property and acceptable use 1. All content included on the website is the property of Building Software Limited, our affiliates or other relevant third parties. In these terms and conditions, Content means any text, graphics, images, audio, video, software, data, complications, page layout, underlying code and software and any other forms of information capable of being stored in a computer that appears on of forms part of this website, including any such content uploaded by users. By continuing to use the Website you acknowledge that such Content is protected by copyright, trademarks, database rights and other intellectual property rights. Nothing on this site shall be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademark, logo or services mark displayed on the site without the owner’s prior written permission. 2. You may, for your own personal, non-commercial use only, do the following: 3. retrieve, display and view the content on a computer screen. 4. You must not reproduce, modify, copy, distribute or use for commercial purposes any content without the written permission of Building Software Limited. These terms and conditions apply between you, the User of this website (including any sub-domains, unless expressly excluded by their own terms and conditions), and Building Software Limited, the owner and operator of this website. Please read these terms and conditions carefully, as they affect your legal rights. Your agreement to comply with and be bound by these terms and conditions, you should stop using the Website immediately. ## Prohibited use You may not use the Website for any of the following purposes: You may not use the Website for any of the following purposes: 1. In anyway which causes, or may cause, damage to the Website or interferes with any other person’s use or enjoyment of the website; 2. In any way which is harmful, unlawful, illegal, abusive, harassing, threatening or otherwise objectionable or in breach of any applicable law, regulation, governmental order; 3. Making, transmitting or storing electronic copies of content protected by copyright without the permission of the owner. ## Links to other websites 1. This website may contain links to other sites. Unless expressly stated, these sites are not under the control of Building Software Limited or that of our affiliates. 2. We assume no responsibility for the content of such websites and disclaim liability for any and all forms of loss or damage arising out of them. 3. The inclusion of a link to another site on this website does not imply any endorsement of the sites themselves or of those in control of them. ## Privacy Policy Use of the website is also governed by our Privacy Policy, which is incorporated into these terms and conditions but this reference. To view the Privacy Policy, please click on the following: https://measure2improve.co.uk/privacy. ## Availability of the Website and disclaimers Any online facilities, tools, services or information that Building Software Limited makes available through the Website (the services) is provided “as-is” and on an “as available” basis. We give no warranty that the service will be free of defects and/or faults. To the maximum extent permitted by the law, we provide no warranties (express or implied) of fitness for a particular purpose, accuracy of information, compatibility and satisfactory quality. Building Software Limited is under no obligation to update information on the website. Whilst Building Software Limited uses reasonable endeavours to ensure that the Website is secure and free of errors, viruses and other malware, we give no warranty or guaranty in that regard and all users take responsibility for their own security, that of their personal details and their computers. Building Software Limited accepts no liability for any disruption or non-availability of the website. Building Software Limited reserves, the right to alter, suspend or discontinue any part (or the whole of) the Website including, but not limited to, any products and /or services available. These terms and conditions shall continue to apply to any modified version of the Website unless it is expressly stated otherwise. ## Limitation of liability 1. Nothing in these terms and conditions will: (a) limit or exclude our or your liability for death or personal injury resulting from our or your negligence, as applicable, (b) limit or exclude our or your liability for fraud or fraudulent misrepresentation; or (c) limit or exclude any of our or your liabilities in any way that is not permitted under applicable law. 2. We will not be liable to you in respect of any losses arising out of events beyond our reasonable control. To the maximum extent permitted by law, Building Software Limited accepts no liability for any of the following: Any business losses, such as loss of profits, income, revenue, anticipated savings, business, contracts, goodwill or commercial opportunities. 3. Loss or corruption of any data, database or software; 4. Any special, indirect or consequential loss or damage. ## General 1. You may not transfer any of your rights under these terms and conditions to any other person. We may transfer our rights under these terms and conditions where we reasonably believe your rights will not be affected. 2. These terms and conditions may be varied by us from time to time. Such revised terms will apply to the website from the date of publication. Users should check the terms and conditions regularly to ensure familiarity with the then current version. 3. These terms and conditions together with the Privacy Policy contain the whole agreement between the parties relating to its subject matter and supersede all prior discussions, arrangements or agreements that might have taken place in relation to the terms and conditions. 4. The contracts (rights of third parties) Act 1999 shall not apply to these terms and conditions and no third party will have any rights to enforce or rely on any provision of these terms and conditions. 5. If any court or competent authority finds that any provision of these terms and conditions (or part of any provision) is invalid, illegal or unenforceable, that provision or part provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of these terms and conditions will not be affected. 6. Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other right or remedy. 7. This agreement shall be governed by and interpreted according to the laws of England, Northern Ireland, Scotland and Wales and all disputes arising under the Agreement (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the English and Welsh courts. ## Building Software Limited details 1. Building Software Limited is a company incorporated in England, Northern Ireland, Scotland and Wales trading as measure2improve. Its registered number is 03117419 whose registered address is Unit 15 & 17 Swallow Court, Devonshire Gate, Tiverton, Devon, EX16 7EJ and it operates the website measure2improve.com. The registered VAT number is 664 2067 38. 2. You can contact Building Software Limited by email on info@measure2improve.com ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send --- ### [Privacy Policy](https://nhtnetwork.org/privacy-policy/) **Published:** July 30, 2025 **Author:** BMC.T3ch **Content:** # Privacy Policy #### Learn how the NHT Network collects, uses, and protects your personal information. Our Privacy Policy ensures transparency, security, and compliance with data protection regulations. ## Who we are Our website address is https://nhtnetwork.org/ This privacy policy sets out how the site administrators (measure2improve) use and protects any personal information we collect about you when you use this website. measure2improve is committed to ensuring that your privacy is protected in compliance with the EU General Data Protection Regulation(GDPR). ## What we will collect We Will collect the following information: - Your name - Contact information including email address & Contact Number - Demographic information such as postcode, preferences and interests - Your IP address - Location data from mobile devices (if enabled) ## What we do with the information we gather We will not process any of the data we have collected as set out above on our CRM system unless you have explicitly asked us to contact you via the Get in touch page regarding our product line and new sales opportunities. We will use the information so that we can clearly understand your requirements and provide you with the correct product information. We will also use your information for the following reasons: - To improve our products and services. - Periodically send promotional email about new products, special offers or other information which we think - you may find interesting using the email address which you have provided. - From time to time, we will also use your information to contact you for market research purposes. We will contact you by email, phone, or mail. Please note that we will never sell, distribute or lease your personal information to third parties unless we are required by law to do so. ## Google Analytics: When someone visits https://nhtnetwork.org/ we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. The reason we do this is to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. ## Security We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. ## How we use cookies A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. ## Links to other websites Our website may contain links to enable you to visit other websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question. ## Changes to our Privacy Policy Measure2improve will regularly review and update this privacy policy. Any updates will appear here on this web page. This policy is effective from 25th May 2018 and was last updated on 25th May 2018. ## Withdrawing Consent If your request was regarding our product line and new sales opportunities, then your personal data would have been added to our CRM. At any point you can withdraw your consent from us (measure2improve) to remove your details. If you wish to do so please see how to contact us ## Requesting what personal data we hold Under the EU General Data Protecting regulation(GDPR) you have the right to see what personal data measure2improve currently holds about you. If you would a copy of some or all of your personal information, please contact us using the options below. We want to make sure that your personal information is accurate and always up to date. If you believe any information is inaccurate you may ask us to update of remove this. ## How to contact us Please contact us if you have any questions or concerns regarding our Privacy Policy or information that we hold about you: Write to us at: measure2improve Unit 15 & 17 Swallow Court Devonshire Gate Tiverton Devon EX16 7EJ Telephone – 01884 841884 Email – gdpr@measure2improve.com Please clearly state if you would like to withdraw consent or request personal data stored. ### Share experiences and good practice If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form. - Join the national network of councils that use NHT - Public opinion data on your transport services - Measuring and comparing performance in order to improve - Subscription to Local Authorities and their delivery partners - Benchmarking with other authorities - Member meetings, conferences, facilitated workshops Give our sales team a call to see the many ways that joining NHT would benefit your authority [ Call : +44 (0) 1884 841884 ](tel:+4401884%20841884) #### Find Out More About the Networks First Name Surname Email Phone Enquiry Type Please Choose Your NHT Service NHT PSS NHT PMF NHT CQC General NHT Network Comments Send ---