In a data rich world, we understand the importance of turning data into intelligence so that our teams can make sense of the data and adapt customer facing initiatives on site to address the need. So we decided to analyse our customer feedback data in a number of different ways so that our project and site managers could more easily recognise feedback relevant to them and react accordingly, helping us improve the image of our sites to customers.
So we developed our Customer Dashboard as a simple A3 size dashboard to easily communicate to our workforce what our customers are telling us. Updated each month with customer feedback from our community, this includes analysing data by route, location and type. We developed a list of 17 different categories of feedback, and turned this into graphical and tabular format. This showed overall customer feedback by category over the life of the project, but also crucially over the past three months allowing us to gauge real time customer trends.
In addition we have uploaded the summary data to a Google maps base allowing anyone developing a project on a particular part of the network to log any from any internet connected device, and zoom into any area and easily see groups of simple coloured icons that show what type of customer feedback we have received on that stretch of the regional motorway or trunk road network.
Our approach to this has been commended by Transport Focus, the independent watchdog representing road users.