We have developed a bespoke Customer Hub group which meets regularly to both look back at previous trends and to look forward to review new and engaging ways to communicate with customers. The Hub has signed up to a Terms of Reference document and customer strategy document which is directly aligned with Highways England’s customer strategy.
The members of our Customer Hub group are drawn from across the delivery and maintenance disciplines within the business, and include representatives from our client Highways England and the independent customer watchdog Transport Focus.
We look back and review current trends of customer feedback through Highways England’s HAIL system and also through the more in-depth customer research that Transport Focus undertakes. Reviewing this allows us to shape better for the future and respond more directly to pin-pointed customer needs. For example, recent feedback was that customers wanted to know more about what we have done after we have completed work.
We realised that as an industry we do lots of pre-work publicity advising customers about upcoming work, but that we don’t celebrate completed work. The Hub agreed to trial post scheme publicity in a number of different ways including through social media. One of the recent media engagements was picked up by the BBC and reported on the BBC News website in the region.
So our Customer Hub provides a key focus to enable us to better respond to the needs of customers and surrounding communities, and has led to a more formalised way of capturing what we have done, and directing our future through strategic planning.