- Facilities management company
- 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.