LTP Increase Customer Satisfaction to 92% in 2011
Fasset Ltd, the facilities management team at Langstone Technology Park is delighted with the third consecutive increase in overall customer satisfaction at the premier business and technology park. Overall customer satisfaction in 2011 rose to 92%, a 1% increase from 2010 and a staggering 38% above the national average*.
The survey was conducted across the 35 businesses based at the 40 acre multi-tenanted site. It was open to everyone and comprised of 28 questions across the seven service drivers currently operating the park.
The intention of the Customer Satisfaction Survey was to primarily measure the extent to which employees based onsite were happy with the service being provided and to gauge the effectiveness of the improvements and initiatives that have been implemented since the last survey. It would also allow the team to understand what else is required to differentiate between what is simply delivering a good service and delivering an exceptional service.
The seven key areas surveyed were: Heath Safety and Environmental, Security, Maintenance, Mailroom/Logistics, Occupational Health, Reception and Housekeeping.
All bar one area scored over 90% satisfaction with Mailroom/Logistics achieving a fantastic 98%. The feedback as ever was constructive and forms the basis for Fasset’s ‘Service Delivery Team’ strategy for the forthcoming year.
Key findings from employees who responded included:
- 99% feel safe when working onsite
- 96% said meeting rooms were set up as requested
- 95% would recommend LTP to a business colleague looking for office space
- 97% felt the Customer Service Delivery team was professional and approachable
- 99% were satisfied with the Reception areas
Gary Medlow, Managing Director, Fasset Ltd attributes this increase in customer satisfaction to our focus on continuous process improvement across the key areas of the business: “This measurement at such a ground level is absolutely key when quantifying our performance and establishing areas where improvements are needed. Surveying customers is risky as you can never anticipate the final outcome, but to have gone from 87% to 92% in 3 years is just fantastic. We have implemented many initiatives to improve the customer experience by tackling issues at root cause. We gave our staff more training and empowerment which has paid off ten-fold as teams averaged 97% for professionalism and approachability. We have introduced health and lifestyle initiatives like bootcamp; improved the restaurant area to enrich recreation time; and opened an onsite pre-school nursery to help working parents.
“The feedback here was honest and I would thank everyone who took the time to respond. Around 3,500 employees do business each day at Langstone Technology Park and to our credit we are currently at a record occupancy level. Our biggest challenge therefore will be not just maintaining this level of service delivery but enhancing it – but I am confident that we will”.
Fasset are committed to excellence. The survey was carried out in accordance to the requirements of ISO 9001:2008, which include monitoring and measuring customer satisfaction. One of the objectives of ISO 9001 is to continuously measure and analyse performance. By conducting an annual customer satisfaction survey Fasset can continuously assess this measurement.
*Occupier Satisfaction Survey, Property Industry Alliance & CoreNet Global UK. 2011