T0325 High view customer survey continuation - step 2

Customer insight forms the bedrock of Customer Service Strategy with insights products playing the voice of the customer back to the business and enabling us to understand our customers and their needs and tailor our service delivery appropriately. Highview is one of a suite of tools that we use to deliver customer insights - the others are the Customer panel and the Behavioural Insight.

The monthly on-line customer insight survey (Highview) has been in operation for three years. It has a sample size of c21,000 respondents annually which enables the organisation to benefit from data about the journey experience of people using the Strategic Road Network(SRN) at national and regional/scheme level. This is used to shape service delivery and investment decisions and to understand our users needs, preferences and priorities and to help track performance in relation to our customers.