Measuring customer satisfaction and performance analysis for a facilities management company

Client description

  • Facilities management company

Project Objectives

  • To assess satisfaction with services, calculate the net promoter score and identify areas where they were performing well and areas for concern.

How we met the objectives

  • Completed telephone interviews across 31 different contracts.
  • Analysed results across both total level and by individual contract.
  • Compared results to a previous survey completed by Leading Edge and so allowed for changes in net promoter score to be analysed.

Benefits for the client

  • Implemented actions that significantly improved the net promoter score as a result of the initial survey.
  • Allowed comparisons to be made between contracts and the previous survey.
  • Identified key themes to be drawn out along with individual contract concerns.