Net promoter score and customer service measurement for facilities management company

Client description

  • Regional facilities management company providing services for schools, hospitals and other public bodies.

Project objectives

  • To measure and track the Net Promoter Score (NPS) over time.
  • To measure the level of customer satisfaction with the client’s services in selected operating sites.
  • To identify good and poor performing service areas and develop action plans for improvement.

How we met the objectives

  • 45 telephone interviews with customers across all operating sites.
  • Respondent groups included a range of contacts at schools, hospitals and public organisations.

Benefits for the client

  • Identified areas of customer service needing improvement.
  • Set benchmark to track future changes in NPS.
  • Compared performance across sites to help identify learning points.