A facilities management company required us to embark on a project to measure customer satisfaction and analyse its performance across various contracts. The primary goal was to assess overall satisfaction with their services, calculate the net promoter score (NPS), and pinpoint areas of strong performance as well as those requiring improvement.
Project Objectives: Evaluating Service Quality and Customer Loyalty
The project was focused on a two-fold objective: first, to gauge how satisfied customers were with the services provided, and second, to calculate the NPS, a key metric indicating customer loyalty and the likelihood of recommending the company’s services. This assessment was critical in identifying the company’s operational strengths and areas where enhancements were needed.
Methodology: In-Depth Analysis Across Multiple Contracts
To meet these objectives, comprehensive telephone interviews were conducted across 31 different contracts held by the company. This approach allowed for a detailed analysis of customer satisfaction both at an aggregate level and on an individual contract basis. Additionally, the results were compared with those from a previous survey conducted by Leading Edge. This comparison enabled the company to track changes in their NPS over time, providing insights into the evolution of their service quality and customer perceptions.
Outcomes: Implementing Improvements and Benchmarking Performance
The results of this survey were pivotal for the facilities management company. They implemented actions based on the initial survey’s findings, which led to a significant improvement in their NPS. This improvement was a clear indicator of enhanced customer satisfaction and loyalty. The ability to compare results between different contracts and with the previous survey allowed the company to benchmark their performance and understand variations across their service portfolio.
Conclusion: Strategic Insights Driving Service Excellence
This comprehensive customer satisfaction and performance analysis provided the facilities management company with crucial insights into their service delivery. By identifying key themes and individual contract concerns, the company was able to implement targeted improvements, leading to enhanced service quality and customer loyalty. The project highlighted the value of continuous measurement and analysis of customer feedback in driving operational excellence and maintaining competitive edge in the facilities management sector.
