The majority of gripes we hear from customers, whether that be on social media or over the phone, are about our lack of transparency. People want this kind of information: they want to understand why a road is still closed even though noone is visibily on site working, or why a repair is 'complex', etc. So I for one am glad to see that we aspire to put this level of detail out as a matter of course. Having worked in customer service myself, I know first hand that people are more likely to show understanding and patience if you are able to explain what the problem is, and why you need do something that may seem abitrary to the uninitiated!
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