Every Customer Has an Opinion (ECHO)

We are focused on enhancing our relationships with, and understanding of, our customers. A key element of this of this is enabling customers to quickly and easily tell us about their experiences of our services. Providing real-time feedback and insights to support continuous improvement and innovation.

In 2019 we launched ECHO, our digital real-time customer feedback collection tool. ECHO data is being used to identify and prioritise areas of improvement related to:

• the information we share with our customers
• format in which we share information
• customer experience when contacting National Highways directly.

We will continue to enhance and develop the ECHO tool (e.g. integration with other systems). This represents a key step forward that will inform many of our future service improvements.