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.
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.
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.
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?
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.
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.
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.
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.
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.
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!
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.
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.
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.
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.
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.
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.
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.
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.
Lists your results for each of the years you have participated in the Survey.
Lists the results of each authority that has participated in the Survey this year.
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.
Only available where your authority has subscribed to District Reporting
Summarises your results for each District and compares them with your authority results.
An excel version of the results found in the District Annual Report.
Available for any indicator, displays your results on a map by District.
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.
Pick an Indicator and compare your results to others. This report might be used by [ ] to [ ].
Ward Map – Pick a question and see the spread of scores by ward. This report might be used by [ ] to [ ].
Available for any indicator, displays your results on a map by District.
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.
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 [ ].
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 [ ].
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 [ ].
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.
If you have any questions or want to arrange a call back, please contact the NHT Network by completing the quick contact form.
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The NHT Public Satisfaction Survey is the largest survey of its kind, and is recognised by the Department for Transport.
Compares service performance across asset types and management levels
The CQC Efficiency Network compares Carriageway costs & carbon efficiencies across local authorities on a like-for-like basis
