Driving Change: Your Feedback Shapes a Better Journey

Since 2019, GovMetric has been supporting National Highways in gaining deeper customer insights to drive improvements in journeys and interactions.

They've been truly listening to you. Through the ECHO programme - "Every Customer Has an Opinion"- they’ve asked customers like you about your experiences. Your feedback has highlighted what customers like and expect and has helped drive improvements.

In early 2020 National Highways were using a Traffic England Live app to make real-time traffic updates available to everyone to make journey planning easier and support smoother journeys.  This has developed into a wider initiative, by providing this information directly to wayfinding services which road users use for journey planning and navigation.

As National Highways received more and more feedback, GovMetric developed a new CX Map functionality with National Highways support, enabling customers to share instant feedback on major road projects as part of a broader effort to enhance journey experiences.

As a direct result of your feedback, National Highways altered the layout of roadworks and signage on the M56 and M6 major projects to help customers feel safer and make diversion routes clearer. They have also improved communication with local communities by addressing themes from ECHO in their newsletters and held an extra community event on the A47 project in response to feedback raised through CX Maps. These changes directly improved safety and customer experience on the Strategic Road Network (SRN).

In 2021, GovMetric introduced an innovative complaints survey solution for National Highways, leveraging advanced data and systems to enhance feedback management and drive service improvements. The surveys revealed insight that customers wanted to be heard, and so a phone call where they were listened to, was their preferred method of contact.  Complaint resolution by telephone calls gave higher levels of satisfaction and more first-time resolution.

Fast forward to 2024, and their commitment hasn't wavered. Surveys now capture feedback from many aspects of a customer's experience with National Highways, whether driving on one of their roads or working in a community.

One of their most recent surveys is sent after a breakdown to understand more about why they happen and how National Highways can support better information to help people keep their vehicles safe and roadworthy. Satisfaction rates with their traffic officers have risen consistently and are in the high 90th percentile, a reflection of the invaluable service they provide when customers need them the most.

National Highways care about making a difference for their customers and your opinion has helped them to achieve this - by sharing your experiences, you've helped shape a road network that's more responsive to your needs.

GovMetric has enabled National Highways to listen and act on customer feedback, driving improvements that enhance everyday journeys and interactions for road users.

READ THE FULL STORY HERE