At HW Martin (Traffic Management) Ltd, we’re committed to putting customers at the heart of everything we do. As part of Customer Service Week 2024, we’re excited to announce our involvement in a brand-new film, “We Can Make a Difference – Improving the Customer Experience“.
Produced by the National Highways Collaboration Board Customer Subgroup (now know as the Customer Business Priority Group), this video was launched at the 2024 Supply Chain Customer Maturity Best Practice Event, marking the start of Customer Service Week. It brings together voices from across the supply chain, with contributions from HW Martin (Traffic Management) Ltd, Aggregate Industries UK, AtkinsRealis, Costain, Crown Highways, WJ Group, Ringway, Tarmac, and National Highways – and many more.
The film is designed to inspire us all to think about the impact we have on customers’ journeys and how we can improve their experience every day. From ensuring they feel safe and comfortable, to making their travel easier and more reliable, we all have a part to play in delivering great customer service.
Watch the video
If you’re a member of the National Highways supply chain you can view the “We Can Make a Difference” video through the Supply Chain Sustainability School platform either via the dedicated Customer Service page, or the Customer Experience Pathways. It is also available on National Highways’ Thrive learning platform.
Why this video matters
This project was sparked by feedback from 300 frontline employees, including many from HW Martin (Traffic Management) Ltd. They shared a clear message: office-based colleagues need more awareness of the vital role they play in supporting our frontline teams, as their actions directly impact the customer experience and the day-to-day lives of our staff on the highways.
Feedback following engagement with those same frontline personnel has been encouraging with many pointing to the the face that, as an industry, we’re doing something to make a real difference to their working lives.
“This is a great video and shows what the whole team can do for the customer” – Operative from Aggregate Industries UK.
“It’s a good video and nice to see you’re trying to improve things for us” – Operative from Ringway.
About the collaboration Board Customer Subgroup
The National Highways Collaboration Board Customer Subgroup brings together organizations across the highways sector to drive improvements in customer service. Their goal is to enhance customer satisfaction through better collaboration, shared insights, and innovative thinking across the supply chain.