Auckland Systems Management (ASM) — an alliance between HEB Construction, Fulton Hogan, and Waka Kotahi NZ Transport Agency — manages Auckland's motorway network and regularly surveys service subscribers to gauge perceptions of road conditions, travel times, and network performance. The goal was to transform raw survey responses into a structured, evidence-based understanding of motorway network performance, while also strengthening future survey methodology.
Approach
- Survey Data Analysis – Examined results from three separate surveys, assessing user perceptions of the motorway network, road surface quality, travel times, and journey time reliability.
- Survey Design Review – Evaluated question structure, clarity, and relevance to improve the accuracy and usefulness of future surveys.
- Comment Section Thematic Analysis – Reviewed free-text responses to extract recurring themes, highlight user frustrations, and capture suggestions for improvement.
- Integration with GPS Insights – Augmented survey findings with GPS-based network performance data to give context to reported issues.
- Comprehensive Reporting – Delivered a consolidated report for each survey cycle, summarising ratings, themes, and actionable recommendations.
Key Findings
- Detailed Motorway Ratings – Produced category-by-category performance ratings, identifying high-scoring areas and those needing targeted attention.
- Survey Improvement Opportunities – Recommended structural changes that increased clarity, reduced respondent confusion, and improved coverage of operationally relevant topics.
- User Sentiment Insights – Thematic analysis revealed clear priorities for motorists, including congestion pinch points, maintenance concerns, and journey time predictability.
Impact
- Operational Planning Support – Provided ASM with evidence-based guidance for prioritising maintenance, network upgrades, and operational changes.
- Improved Survey Effectiveness – Enhanced future survey design, resulting in cleaner, more reliable feedback data.
- Holistic Understanding – Merged subjective user feedback with objective GPS data for a balanced operational performance picture.