Our Customers

Who are our Customers?

We have an extensive range of customers, and it is important to not only think of the customer as the road user, but all those living, working in and visiting Scotland. Our customers include users such as drivers, cyclists, and passengers, through to communities living close to our Network, businesses that rely on and interact with our Network, and ultimately the Scottish Government.

We expect that the benefits from this strategy will more directly impact road users and neighbouring communities due to the nature of their typical interactions with us. Other types of customer will also benefit from these improvements due to an enhanced overall standard of customer care.

We recognise that every customer is unique. This means that each customer will have a different set of factors contributing to their requirements and expectations. By understanding how these factors affect the demands of our customers, we can deliver a service and a Network that meets their expectations. Whilst these factors vary across our customers, they can be broadly grouped into four key areas:

Who our customers are

• The needs and preferences of our customers are varied and have different demands for the Network.
• They require a road network that is safe, accessible and supports economic growth.
• They expect consistent customer service, which is flexible as needed and understands evolving needs.

Where our customers live and travel

• Our Network should support the whole of Scotland and its citizens, and geographic location should not be a limiting factor to the standard of service received by customers.
• We recognise the value and importance that the Network has across Scotland whilst also understanding the varying types of customer engagement that are most suitable in different locations.
• It is important to use an appropriate approach for each customer or group (e.g. frequent personalised engagement in rural areas to ensure customers are listened to), whilst maintaining consistency in the service provided.

Why our customers need the Network

• There is a need to recognise the common journey types made by our customers and the Network's importance for community connectivity, supporting jobs and the economy, social interaction or tourism.
• Demographic and geographic location, amongst others, are two key factors that contribute to the journey types that are most commonly made by our customers.
• In understanding customer travelling habits, Transport Scotland can not only provide a road network that meets their needs of today, but also support us in determining how best to meet their future needs.

How our customers want to be communicated with

• We need to recognise, appreciate, and understand the varying preferences that customers have for interacting with us.   
• We should be easy to communicate with, by traditional means such as letters and face-to-face engagement, or digital means such as social media.
• Our customer service should be accessible and responsive to all.