LTP showcasing exceptional facilities management provision from Fasset Ltd Created on 07/03/2011 11:28:00
One of South’s largest business parks has recorded 91% in its annual customer satisfaction survey. The results at Langstone Technology Park near Portsmouth, where 3,000 employees work for 35 onsite companies, buck the national trend.
Fasset, who run the 40-acre site with a team of 90 staff, conducted the survey with a cross section of tenants to ensure that their workplace experience had improved as on site facilities were enhanced and expanded.
An overall satisfaction score of 91% was registered, a 4% rise from the previous year, with 33 questions asked across seven areas of service delivery.
Key findings revealed that tenants felt safe whilst working on site, the Fasset staff were considered to be professional and helpful; occupiers were “more than satisfied” with the cleanliness of the building.
Gary Medlow, managing director of Fasset, said: “We believe the high level of satisfaction is attributed to our focus on process improvement, where we identify and eliminate the root cause of performance deficiencies at the earliest opportunity.
“Whilst 91% of respondents were satisfied with the overall service we provide, we will continue to asses our customers’ requirements to ensure that our business park leads the way for services and facilities provision in the South. We are grateful for all of the feedback and are already evaluating any concerns raised or ideas put forward.”
He added: “Last years feedback was invaluable to us when we were planning service enhancements and improvements to the site. Our tenants are our top priority and this survey shows that we are definitely going in the right direction.
“As I have mentioned before, we never stop achieving here for tenants and visitors. We have developed a programme for the customer services delivery team which involves on-the-job training as well as vocational qualification opportunities and we believe we are quite unique in doing this. We recognise that this is a never-ending journey and whilst we are delighted with these results, we are continuously striving to achieve more.”
Fasset’s findings contrast with the fourth national Occupier Satisfaction Survey 2009, published by the Property Industry Alliance and CoreNet Global UK in September. Occupiers in the UK rated their level of satisfaction at below 50% and felt landlords’ needed to focus more on customer service and environmental issues.
In the last 12 months, Fasset celebrated filling 116,500ft2 (5,202m2) of business space despite facing the most challenging economic conditions in a generation.
Langstone Technology Park has a total of 649,601ft2 (60,350m2) of workspace, which can be configured to deliver flexible Grade A property solutions for office, call centre, research and development, technology, data centre and manufacturing requirements.
Occupiers include leading-edge companies such as electronics brand Hitachi, telecoms giant AT&T and Xyratex, the NASDAQ-listed data storage systems specialist, independent data handler ITS and Kinetics, which provides property solutions to nearly 250,000 social housing homes throughout the UK. They also launched a suite of serviced business offices for 1-5 workstations. These are currently all full.
The Park is a vibrant regional business hub, where all occupants have access to meeting rooms, a conference facility, free parking, café, restaurant, gym facilities and a 50 place pre-school nursery. Fasset offer occupiers both flexible leases and terms and have a specialist project delivery team.
Fasset is responsible for management of the Park, which has 1,000 suppliers, including mechanical and electrical maintenance, landscaping, security, housekeeping, catering, hospitality and help desk.