Carnell were finalists at the UK Customer Satisfaction Awards which recognise organisations and individuals that have implemented successful customer service strategies. The awards are run by the The Institute of Customer Service, who are the professional body for customer service.
Organisations from across the UK can enter and were judged by industry experts, business leaders and academics. The awards ceremony took place alongside The Institute’s industry-leading Annual Conference on 3 March. This provided the opportunity for us to celebrate all things ‘customer’ with colleagues from Highways England, Transport Focus and East Midlands Asset Delivery partners.
There were three shortlisted entries between us in total, demonstrating our commitment to the Highways England imperative of Customer Service:
Customer Commitment – Carnell
Carnell work closely with Highways England to understand and share what good customer service looks like in the highway maintenance sector. Carnell bring passion and energy to improving the customer experience through roadworks by nurturing our strong ‘Think Customer’ programme of activities across the business.
Customer Satisfaction Innovation – Area 7 EMAD
The EMAD Community work together to operate, maintain and improve the region’s major roads, aligned to the imperatives of safety, customer and delivery. The Pioneering Use of Public Liaison Officers in Highways England Operations Schemes has been one of the big successes of the contract so far.
Best Customer Service Collaboration Award – Highways England
A5 Towcester High Street Drainage and Pavement Reconstruction was a high-profile highway maintenance scheme to 1.3km of the A5 Watling Street through the heart of the historic market town of Towcester, requiring full closure of this strategic trunk road for four months to complete drainage and pavement reconstruction.
Unfortunately, none of our submissions were successful, but the awards provided an insight into how to improve customer service to Highways England customers in the future.