Crown Highways has reached a score of 4.9 out of 5 in National Highways’ Customer Maturity Assessment. This is the highest mark of any Scheme Delivery Framework (SDF) contractor.
The result, announced at the start of National Customer Service Week 2026, marks the latest step in a six-year progression. The company’s rating improved from 2.0 in 2020, climbing steadily through 3.0 in 2022 and 3.8 in 2024.
Six years, steady climb
This rise reflects continuous focus on customer needs throughout scheme planning, communication and delivery. Crown Highways has embedded customer feedback and stakeholder engagement into its approach.
By listening closely to feedback, the company aims to reduce disruption to road users and local communities. This ongoing work creates smoother project delivery and improved experiences for all those affected by its schemes.
Customer experience as part of delivery
Steph Smith, Business Manager at Crown Highways, said the 4.9 score reflected the work of every member of staff. She noted the role of Customer and Communications Manager Amy Redpath in maintaining focus on communication and engagement.
"Customer service is not the responsibility of one person or team," Smith said. "It is something every one of us contributes to each day. This achievement belongs to everyone across the business."
The score highlights the importance of treating customer experience as a core part of scheme delivery rather than a separate task. Every conversation and decision affects how projects are perceived, making clear communication and stakeholder engagement critical to success.
Partnerships and progress
Mike Dale, Managing Director, also recognised the wider support that shaped the result. He thanked National Highways, supply chain partners, local communities and other stakeholders for their contributions.
"Achieving 4.9 out of 5 is a fantastic result and reflects how far we’ve come," Dale said. "Customer focus is now built into how our teams work daily. That collective commitment is why we have reached this position."
While proud of the milestone, Crown Highways sees the score as a platform for further progress. The company plans to continue using customer insights and lessons learned to improve how schemes are planned and delivered across the UK’s highways network.
