Wilson & Scott Highways is celebrating National Customer Service Week 2026 after achieving a customer centricity score of 3.4, exceeding its target and earning recognition for its approach to putting customers at the heart of its operations.
At Wilson & Scott Highways, delivering excellent customer service goes beyond completing projects and maintaining the road network. It is about understanding the people who use our roads every day, working collaboratively with our supply chain partners and ensuring that customer needs remain central to every decision we make.
National Customer Service Week provides an opportunity to recognise the importance of this commitment, celebrate the people who make it possible and reflect on how we can continue to improve the experience of everyone who relies on the strategic road network.
Exceeding our customer centricity target
Earlier this year, Wilson & Scott was required to submit its bi-annual plan outlining how the business supports National Highways’ Customer Centricity objectives and embeds the customer within its processes, service delivery and company culture. The assessment measures how effectively organisations demonstrate a customer-focused approach and meet the expectations set across the supply chain.
Having achieved a score of 2.4 in 2024, we set ourselves an ambitious target of reaching 3.0, aligning our performance with the minimum requirements expected by National Highways and our supply chain partners.
We are delighted to have achieved a score of 3.4, comfortably exceeding our target and demonstrating the progress we have made in strengthening our customer-focused approach.
Our submission has also been put forward for inclusion in the Best Practice Catalogue, providing an opportunity for other organisations across the supply chain to learn from our approach and apply relevant lessons to their own customer centricity plans.
This recognition reflects the collective effort of our teams and partners, as well as our continued focus on making customer service an integral part of how we work.
Going the extra mile for our customers
Customer service across the highways sector is about much more than delivering a project to specification. It means understanding the impact our work has on road users, communities and everyone who depends on the network.
Whether maintaining road surfaces, carrying out essential highway improvements or undertaking work to keep roads safe, the way we plan and deliver our activities can make a real difference to people’s journeys.
By keeping customers in mind throughout our operations, we can better understand their needs, make informed decisions and work towards safer, more reliable and more enjoyable journeys.
This commitment relies on effective communication, collaboration and a shared understanding of what good customer service looks like. It also means continually reviewing our performance, learning from experience and looking for opportunities to do things better.
Celebrating collaboration across the supply chain
As part of National Customer Service Week 2026, the South-East Alliance, a community of supply chain partners, has produced a video exploring what going the extra mile for customers means to colleagues working across the National Highways supply chain.
The video highlights the importance of understanding the people who rely on the strategic road network and putting their needs at the heart of everything we do.
Road users may not always see the planning, coordination and teamwork behind highway maintenance, but these activities play an important role in their everyday journeys. Working together across the supply chain helps ensure that customer considerations remain a priority throughout the delivery process.
Continuing to put customers first
Achieving a score of 3.4 is an important milestone for Wilson & Scott Highways, and we are proud of the progress recognised through this year’s assessment. However, customer centricity is not a one-off exercise; it is an ongoing commitment that requires continued attention and improvement.
We will continue to build on this success by embracing the customer in all aspects of our work, considering how our operational decisions affect road users and working closely with our partners to deliver the best possible outcomes.
We also recognise the importance of understanding customer satisfaction across the wider road network. The latest Strategic Road User Survey (SRUS), available through the Transport Focus Data Hub website, provides further insight into how people feel about their experiences when using the strategic road network.
By considering this wider feedback alongside our own learning and performance, we can continue to identify opportunities to improve the service we deliver.
National Customer Service Week is an opportunity to celebrate what we have achieved, thank the colleagues and partners who contribute every day, and renew our focus on the people who matter most: our customers.
At Wilson & Scott Highways, we remain committed to going the extra mile, working collaboratively and helping to deliver a safer, more enjoyable journey for everyone who uses the network we help maintain.