MARKETS/SERVICES
Introduction
Market Sectors
Services - Buildings
Services - Environment
Services - Transportation
■	Aviation
■	Bridges
■	Development
■	Event Management
■	Freight Management
■	Highways
■	Infrastructure Maintenance
■	Intelligent Transport Services
■	Investment Appraisal
■	Light Rapid Transport
■	Local Roads
■	Market Research
	■	CfIT Consultancy
	■	Highways Agency RUSS
	■	Motorway Congestion Research for DfT
	■	Planning Inspectorate Customer Satisfaction Monitor
■	Performance Management
■	Quality Bus Systems
■	Rail Planning and Engineering
■	Road User Charging
■	Strategy and Plan Development
■	Structures
■	Traffic Planning
■	Transport Project Management
■	Transportation Planning
■	Tunnelling
■	VISSIM Micro-Simulation Software
Capabilities A - Z

Transportation Brochure

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Local Government Transportation Brochure

Download our LGT brochure (PDF)

Highways Agency RUSS

Project outline

Faber Maunsell, one of the UK’s most experienced and innovative transportation consultancies, has been appointed as the sole provider of the Highways Agency road user customer satisfaction survey programme. The Highways Agency (HA) is an executive agency of the Department for Transport (DfT) and is responsible for operating, maintaining and improving the strategic road network in England. As well as managing continuous customer satisfaction surveys, Faber Maunsell’s social and market research will also conduct ad hoc customer research for the HA Customer Champion Team.

Contract value

£500,000 pa for 4 years

Key features

Social and Market Research
Framework
Household Surveys
Random Probability Surveys
Quota Surveys
Ad Hoc Research
ServQual

Skills utilised

Management of large scale fieldwork including household surveys to random probability sample, and large scale household quota survey.
Questionnaire Design
Continuous improvement
Statistical analysis

Project Detail

The four year contract, valued at up to £6.3 million, will involve the Faber Maunsell Social and Market Research Unit working alongside the National Centre for Social Research to conduct an annual programme of surveys to measure customer satisfaction with Highways Agency services.

The commission will involve two main surveys; a National Road User Satisfaction Survey (NRUSS) which will be used to measure and monitor performance against a number of Key Performance Indicators relating to improving reliability, safety and the environment on the motorway and trunk road network in England, and a programme of area based customer satisfaction surveys (ARUSS) to identify customer priorities and issues in 14 management areas. The programme involves approximately 13,000 household interviews per year, with the NRUSS being conducted as random probability sample survey.