Cumbria County Council: Highways Feedback Survey

Closed 21 Feb 2021

Opened 8 Feb 2021

Results updated 1 Apr 2021

Cumbria County Council has committed in its council plan to put the customer at the heart of everything we do and is focussed on delivering a consistent high-quality customer experience by involving customers in the design of services and encouraging customers who can self-serve. 

As part of this commitment, the Council determined that the customer experience needed to be improved in the Highways service, particularly in reporting and receiving feedback for problems on the Highway, raising enquiries and accessing information by making it readily available online, by telephone and email. 

The Highways Information Management project team have been consulting to develop the system used to manage customer information and highways resource.

Highways Feedback Survey

The Highways Feedback Survey was an initial consultation with customers - plenty more opportunities will be coming soon! 

1137 participants shared their experiences when engaging with the service and provided suggestions on how we could improve their experience. 

The feedback will be used to influence the service moving forward. By understanding customers' experiences when engaging with the service, future improvements will be led by customer insight. 

There are three reports available for you to view that will give you full transparency on the results and key findings from the survey.




Cumbria County Council is responsible for the fourth biggest road network in the country which includes 7,900 km of roads, 4,000 km of footpaths and lots of cycleways. It’s our job to make sure that they are all in the best possible condition and to make improvements for all our customers.

We are looking at new ways to deliver our services and better communicate with you. We want to offer you a choice of ways you can report problems and talk to us so that we can deliver on what’s important to you.

Why your views matter

We hope this survey will help us learn about your experience of the Highways service.

The survey is anonymous and consists of 18 questions. It should take approximately 4 to 5 minutes to complete and we really want your honest feedback. The results from the survey will be used to influence our future developments as we listen to our customers and make improvements to our service.

Thank you for taking part.

What happens next

If you have chosen to provide us with your email address, Cumbria County Council will be in touch to share the results of the survey with you, along with opportunities to engage with future surveys and focus groups aimed at improving the Highways services in Cumbria.


  • All Areas


  • Anyone from any background


  • Roads & highways