NHTS 2012
Customer satisfaction, KBIs & PFIs:
the aggregate picture
[email protected]
@BenM_IM
NHTS 2012: an overview
2008
2009
LAs
33
76
Average sample 4,500
4,882
Mailout
148,500 371,026
Returns
27,682 69,310
Average returns
839
912
Average URR
19.0%
18.7%
1
2010
95
5,045
479,300
81,614
859
17.0%
2011
2012
70
75
5,028
5,026
325,200 377,500
60,626 60,624
886
808
17.6%
16.0%
r
s
r
s
s
s
Source: measure2improve/ Ipsos MORI
© Ipsos MORI
“Shabbier…”?
Q6a.
2
Still thinking abut the local area, would you say that compared to a year ago there are
more potholes and damaged roads, there are fewer, or has there been no change in the
number?
r 60%

s
28%
13%
Base: valid responses for Q6a from among 60,624 returned questionnaires from English adults, across 75 local authority areas, postal
survey with average response rate of 16.0%, July-August 2012, data weighted to local population profile plus aggregate weight
Source: Ipsos MORI analysis of NHTS 2012
© Ipsos MORI
“Angrier…”?
3
Q2. …how satisfied or dissatisfied would you say you are with the following…?

Top 5 – % satisfied
Street lighting (68)
Safety on roads (59)
Taxi (58)
Pavements (56)
Bus (54)

Top 5 – % dissatisfied
Condition of roads (59)
Traffic levels/congestion (37)
Pavements (30)
Overall (29)
Cycle routes/lanes (26)
Base: valid responses among 60,624 English adults (75 LAs), July-August 2012
© Ipsos MORI
Source: Ipsos MORI analysis of NHTS 2012
“Angrier…”?
4
Q.
How satisfied or dissatisfied would you say you are with road maintenance in this area?
Q.
How satisfied or dissatisfied are you with the condition of roads* in this area? (* from 2011)
Dissatisfaction
Satisfaction
61
60
52
51
50
45
40
30
56
42
47
46
41
42
36
46
45
41
40
30
30
20
10
58
29
27
Base: 1,000-2,000 GB adults
Base: 60,000+ English adults
Source: Ipsos MORI for CSS
Source: NHTS
0
2003
© Ipsos MORI
2004
2005
2006
2007
2008
2009
2010
2011
2012
A cleaner trend: the 2011-2 cohort
Q.
5
How satisfied or dissatisfied would you say you are with the condition of roads?





+1
-1
27%
12%
58%
Base: all answering (includes invalids) among 2011-12 cohort
Source: Ipsos MORI analysis of NHTS 2012
© Ipsos MORI
Also little change elsewhere
6
+ change in %satisfied
3
Levels of local
pollution
2
Traffic levels &
congestion
The condition
of roads
1
Community transport
Safety on
roads
Local taxi (or
mini-cab) services
The local Rights of
Local bus services
Way network
Overall
Cycle routes/lanes &
facilities
0
-1
-2
Street
lighting
Pavements &
footpaths
-3
-3
-2
-1
0
1
2
3
+ change in % dissatisfaction
Base: valid responses among 60,624 English adults (75 LAs), July-August 2012
© Ipsos MORI
Source: Ipsos MORI analysis of NHTS 2012
Better on winter gritting/snow
7
Q7. How satisfied or dissatisfied are you with the way the Council undertakes cold weather
gritting (salting) and snow clearance?

+10

+2
-12

Base: 60,047 valid responses 2011 (70 LAs), 58,286 2012 (75 LAs)
© Ipsos MORI
Source: Ipsos MORI analysis of NHTS 2011-2
But dealing with potholes…
8
Way Council deals
with
Speed of repair
 20%
 59%
 15%
 69%
Notice of roadworks
before happen
Quality of repair
 58%
 18%
Base: valid responses among 60,624 English adults (75 LAs), July-August 2012
© Ipsos MORI
 22%
 58%
Source: Ipsos MORI analysis of NHTS 2012
Strong link between more potholes and KBI23
90
9
Potholes:
Net % more
80
(more – fewer)
70
60
50
40
30
R² = 0.492
20
KBI23
(road condition)
10
0
0
20
40
Base: valid responses among 60,624 English adults (75 LAs), July-August 2012
© Ipsos MORI
60
80
Source: Ipsos MORI analysis of
measure2improve data
And with ratings of way deal with problem
80
10
Potholes:
Net % more
70
(more – fewer)
60
50
40
30
20
R² = 0.5635
10
Council deals with potholes
0
0
20
Base: valid responses among 60,624 English adults (75 LAs), July-August 2012
© Ipsos MORI
40
60
Source: Ipsos MORI analysis of
measure2improve data
Clear PFI (“doing best what matters most”)
11
Q4. The Council has to decide what to focus on and how to use its budget to improve transport
and highways in the local area. Which three of these do you think are most in need of
improvement in your local area?
Condition of roads
Pavements and footpaths
Traffic levels and congestion
Safety on roads
Bus service
Cycle routes and facilities
Street lighting
Levels of traffic pollution
RoW network
DRT
Community transport
Taxi/mini-cab services
69%
46%
39%
31%
25%
21%
13%
6%
5
4
3
2
Base: valid responses among 60,624 English adults (75 LAs), July-August 2012
© Ipsos MORI
Source: Ipsos MORI using
NHTS 2012 data
Even salient among range of local issues
Q.
12
Thinking about this local area, which four or five of the things on the card, if any, do you
think most need improving?
Activities for teenagers
Job prospects
Condition roads/pavements
Cleanliness of streets
Affordability of housing
Level of crime/ASB
Local high street/facilities
Facilities for young children
Parks and open spaces
Public transport
Wage levels and local cost of living
Sports and leisure facilities
The level of traffic congestion
Health services
Social care - adults and older people
Schools
Social care - children and families
Cultural facilities(eg libraries, museums)
The quality of the local environment
Adult education/training
Race/community relations
Base: 986 British adults 15+, 15-21 June 2012
© Ipsos MORI
35%
34%
32%
24%
22%
20%
18%
16%
15%
15%
15%
13%
12%
11%
9%
8%
7%
6%
5%
4%
4%
Source: Ipsos MORI Local Improvement Index
And for national (and local) journalists too
Q
13
Of the following transport issues, which two or three do you think should be the highest
priority for Government
Impove the conditions of roads and pavements
89%
Minimising the damage to the environment…
80%
Improving safety for car drivers
78%
Addressing overcrowding on existing train services
71%
Reducing the cost of using a car
63%
Reducing delays caused by roadworks
62%
Decreasing the level of congestion on local roads…
52%
Reducing the cost of travelling by train
52%
Minimising the damage to the environment…
Increasing the frequency of local buses
Building a new high speed rail line
Source: Ipsos MORI Transport Journalists Study
© Ipsos MORI
51%
24%
15%
Base: All key journalists: 2012 (34)
What to do?
“Getting to the bottom of what
residents think about local
services..plays a vital role in
improving services. Placed
alongside cost and
performance information it is
also a vital tool in helping
prioritise work and resources”
Cllr Peter Fleming, chairman
of LGA’s Improvement Board
(LG ‘Inform’ initiative)
14
12%
The amount of planned total cuts
to public spending implemented by
end of 2011/12 Source: IFS
Awesome fiscal challenges
© Ipsos MORI
15
Identifying PFIs & innovation through benchmarking…
16
KBI23 (road condition)
56.99
75 LAs
Base: valid responses among 60,624 English adults (75
LAs), July-August 2012
20.17
© Ipsos MORI
Source: Ipsos MORI analysis of m2i data
…and analysis
17
% dissatisfied
with road
condition
% dissatisfied
with road
condition
58
62
All
adults
(60,624)
% more
potholes
74
% dissatisfied
way deals
with
potholes
83
% dissatisfied
with speed
of repair
% dissatisfied
with quality
of repair
90
78
Informed / not
41 / 58
All car
/van
drivers
Informed / not
57 / 41
2-3/wk+
(47,227)
% satisfied
with road
condition
% satisfied
with road
condition
29
26
© Ipsos MORI
% more
potholes
34
% dissatisfied
way deals
with
potholes
25
% dissatisfied
with speed
of repair
% dissatisfied
with quality
of repair
34
24
Base: valid responses among 60,624 English adults (75 LAs), July-August 2012
Source: Ipsos MORI analysis of NHTS 2012
PFIs: the “customer lens”
18
 Potholes is the key driver
 Will report issue when see it, not later
 More complicated than simply saying spending money
 Want to see vfm & management of contractors
 Customers say want honest info about size of task
 Plus clarity on how priorities are decided:
–
where? when? why?
Source: Ipsos MORI for local authority clients, 2012
© Ipsos MORI
Conclusions
 “Customer lens”: road condition still clear PFI
 Is universal, visible, damaging
 Been stress-tested 2010-12
 Potholes are the problem
 Some comfort: KBI23 dissatisfaction stable
 Takes time to turn around perceptions
 Innovation, nerve and good comms likely to be key
© Ipsos MORI
19
Thank you
& good luck
[email protected]
@BenM_IM
KBI23 average = 36.6 while HMBI11 = 52.41
80
KBI23
70
60
50
R² = 0.0586
40
30
20
10
Council deals with potholes
0
40
© Ipsos MORI
60
Source: Ipsos MORI analysis of
NHTS 2012 data