This document discusses a customer service stand located at the Metrocentre Gateshead between September 2014 and March 2015 for a road improvement project between Coal House and the Metro Centre. The customer service stand aimed to (1) provide direct feedback from stakeholders and road users to the contractor about the construction works and traffic management, (2) demonstrate that all concerns were being addressed, and (3) obtain live feedback from the public to share the benefits of the improvement scheme. The results included increased stakeholder interaction, addressing public complaints, and building rapport with local communities.

1. WHERE?
Metrocentre Gateshead
WHEN?
Sep Nov Dec 2014 & Jan Feb Mar 2015
PROJECT
A1 Coal House to Metro Centre Improvement Scheme
DIVISION
Major Project(Regional)
“We travel through theroad-worksdaily;it is notas
bad as weanticipated”
AnonymousMetro Centre CS Stand 18/11/2014
CUSTOMER SERVICE STAND
By taking our customer servicedepartment direct into a
stakeholder facility we can provide an “extra mile”
customer serviceexperience. Our aimis to providea service
which can potentially eliminatenegative feedback from the
stakeholder whilstcollatingdata on their behalf within their
business premises.By takingthe customer service
department externally we as a contractor are ableto
identify customers concerns and get a genuine insightas to
how they actually feel towards the scheme. Crucial
feedback is captured againsthowthe construction works
and traffic management affect the road-users commute into
the stakeholder premises. The feedback received can create
an action plan for improvement on site, demonstrating to
the public all concerns aretaken on board and resolved
where possible.
THE RESULTS
Stakeholder interaction
The “extra mile” serviceprovided to the
stakeholder
Live feedback from the general public
An opportunity to sell the positives of the
improvement scheme to the public
Demonstrates to the stakeholder we as a
contractor take ownership of complaints and
concerns externally to our siteenvironment
Build rapportwith the public
Positive“word of mouth” shared with the public
For more information, please contact:
Joanne Padgett, PublicLiaison A1CH2MC
Mob: 07824 406 050
Joanne.padgett@balfourbeatty.com
CUSTOMER SERVICE STAND