Crown Highways secures highest SDF contractor score with 4.9/5 Customer Maturity rating
Crown Highways is celebrating a major milestone after achieving 4.9 out of 5 in National Highways’ Customer Maturity Assessment, making them the highest-scoring Scheme Delivery Framework contractor.
Announced at the start of National Customer Service Week 2026, the result marks the latest step in a six-year improvement journey and demonstrates how deeply customer focus has become embedded across the organisation.
Crown Highways’ Customer Maturity Assessment scores have risen consistently:
- 2020 – 2.0
- 2022 – 3.0
- 2024 – 3.8
- 2026 – 4.9
The progression reflects years of continuous improvement, with customer needs increasingly considered throughout the planning, communication and delivery of schemes.
By listening to feedback, engaging with stakeholders and identifying opportunities to minimise disruption, Crown Highways has continued to strengthen the experience of road users, local communities and everyone affected by its work.
Business Manager Steph Smith said:
“Achieving a score of 4.9 is an incredible accomplishment and one that every member of our team should be proud of. Our journey from 2.0 in 2020 to 4.9 today demonstrates what can be achieved when customer needs are placed at the centre of everything we do.
“Amy Redpath’s role as Customer and Communications Manager reinforces this commitment across the business, supporting our teams to keep customer needs, effective communication and stakeholder engagement at the forefront of how we plan and deliver our work.
“With that said, customer service is not the responsibility of a single person or team. It is something every one of us contributes to every day, and this achievement belongs to everyone across the business.”
The result demonstrates the value of treating customer experience as an integral part of successful scheme delivery rather than a standalone activity.
Every conversation, decision and interaction can influence how a project is experienced by the people it affects, making effective communication and stakeholder engagement essential parts of successful delivery.
Crown Highways has also recognised the contribution of its colleagues, National Highways, supply chain partners, customers, communities and stakeholders, whose support and feedback have helped shape its progress.
Managing Director Mike Dale added:
“Achieving 4.9 out of 5 is a fantastic result and a real reflection of how far we’ve come as a business. I want to recognise Steph and Amy for the drive, focus and commitment they have brought to our customer journey, but also everyone across Crown who has played their part.
“This achievement belongs to the whole business. Customer focus is embedded in the way our teams work every day, and that collective commitment is what has enabled us to reach this position. We should all be incredibly proud of what we’ve achieved together.”
The assessment represents Crown Highways’ strongest Customer Maturity result to date, but the company sees it as a platform for further improvement, continuing to use customer insight, stakeholder feedback and lessons learned to shape how schemes are planned and delivered.
