The firm has retained its Customer Service Excellence Standard certification for the sixth year running, while also being compliant with every aspect of the criteria for the first time.
The Centre for Assessment (CFA) evaluated Kier Highways' on the quality of the customer experience across five key areas; customer insight, culture, information access, delivery and quality. The CFA awarded compliance against all areas, as well as a further eight Compliance Plus marks which were awarded for the business going above and beyond.
-- Advertisement --
Following a site visit, face-to-face and telephone interviews with key customer, communications and quality staff and senior management, the company was commended for understanding its customers' needs through team collaboration. The CFA heaped praise on Kier Highways for regular stakeholder mapping, ensuring that people were aware of any planned works and problems were mitigated at an early stage and also highlighted that it continued to work in line with Highways England's three imperatives; Customers, Safety and Delivery.
Natalie Geraghty, head of customer and communications at Kier Highways, said: "Achieving this great result is testament to the good work our teams do to look after our customers. We've been on a journey with this audit and each year have achieved better results than the previous. To now achieve full compliance with every aspect of the criteria is fantastic. We just need to keep up the good work and continue to improve the customer experience."
(CM/JG)
