Case Study – National Highways & Transport Public Satisfaction Survey

eContrack helps half a million people have their say

Eight years ago, we were asked to help provide a solution to measure outcomes for the National Highways and Transport network

With the assistance of SWHSIG, a 12-page questionnaire was born,covering key issues with every element of Highway & Transport services offered by a Highway Authority.

Ask any Local Authority if they consult the public, and the answer will be yes. Ask if they can compare those results with other Las, and the result is usually different – every Authority tends to design its own questionnaire, and ask different questions, and at different times of the year.

Using eContrack, over 115 Authorities have annually asked their residents a range of the same questions in a postal survey for the last eight consecutive years, managed by leading market research company, Ipsos MORI.

In real terms, that means we’ve helped 2,353,776 members of the public to have their say, enabling a huge amount of data capture to be made available to Local Authorities.

The raw data is fed into our eContrack databases, which collates and analyses 49,117,372 bits of data to provide bespoke comparison reports, results on individual questions and reports by themes – such as cycling & walking - and the ability to visualise responses to each question on a map instantly.

Easy access to this publicly available data is provided through one of our front-facing websites, maintaining full accountability and transparency.

“It is clear to me that work the National Highways & Transport Network undertakes, especially making information on local transport available to local people, is very important. The National Highways & Transport Network both elicits the Customer’s perception, and also makes it available ‘warts and all’ to everyone. This is in keeping with the Coalition Government’s policy to increase transparency within all levels of government and throughout the public sector. And having the information widely available allows for analysis and continuous improvement in the outputs and outcomes.”

- Norman Baker MP, Former Under-Secretary of State for Transport.

If you’d like to find out more about eContrack, click here.