Case Study Customer Satisfaction Survey
Customer Satisfaction Survey program is one of the critical responsibilities of Integrated Facilities Management service providers. The study’s results directly reflect the overall quality, acceptability, and sustainability of the business relationship with the stakeholders and end-customers. Analysing the survey results is essential for identifying gaps in expectations, resource allocation, and associated costs and taking corrective action where necessary.
A corporate office building case study has been presented for general reference purposes. The purpose of conducting an Occupants’ Satisfaction Survey in the second year of beneficial occupancy of a newly constructed corporate building is to identify areas that require intervention from property and service stakeholders based on nuanced expectations and operational needs. The study outlines the approach, objectives, and choice of survey portfolios and analytics. An analysis of the correlation index between Key Performance Indicators (KPIs) and the Net Promoter Score (NPS) was conducted to identify drivers of customer satisfaction. Additionally, a reliability analysis (Cronbach’s alpha) was performed on service scoping, service quality, service cost, customer satisfaction, and customer retention responses collected over three months to establish the statistical appropriateness of the survey data.
- Background
A survey was conducted for a newly constructed corporate building designed to accommodate a maximum of XXX full-time employees and serve as a global Data Centre for the business unit. A significant portion of the built-up area is dedicated to amenities such as indoor swimming pools, gymnasiums, sports centres, convention centres, and other facilities. A third-party contractor specialising in integrated facilities management services was awarded a fixed-term contract at a maximum guaranteed price.
2. Objectives
The Customer Satisfaction Survey aimed to gather constructive feedback on the services provided and identify areas for improvement. It also sought insights into the team’s competency, service inter-dependability, available resources, associated costs, and quality perceptions. The results were used to enhance the quality of services and ensure that customers’ needs are being met effectively.
3. Approach to Survey
The survey exercise was designed to comprehensively evaluate the various service elements and sub-elements contributing to the occupants’ overall workplace experience. To ensure the reliability of the results, a combination of transversal and longitudinal survey methodologies was utilised. To gain deeper insights, detailed analytics were used, including reliability and correlation studies of the online and offline surveys.
4.Customer Satisfaction Survey Analytics
The present study aimed to establish a correlation between service line key performance indicators (KPIs) and net promoter scores (NPS), along with a reliability analysis of online survey responses. The primary objective of the reliability study was to assess the survey responses for quality of service, customer satisfaction, costs, and retention rates. Through the survey analysis, we intended to gain a deeper understanding of the factors that influence customer loyalty and identify areas for improvement in service delivery. The results of this study will be instrumental in enhancing the performance of IFM service lines and ensuring a more satisfying customer experience.
Snapshot of analysis
5.Drivers, Challenges, Opportunities, and Strategies
This summary outlines the critical factors for a survey exercise, including the challenges identified in the service level agreement, the opportunities available to the service team, and the strategies developed for an improvement program. The program aims to achieve efficient service delivery, optimise cost, and improve client experience.
The program has assessed the subjective and nuanced feedback of occupants and stakeholders through the Customer Satisfaction Survey. The identified challenges include inadequate budgeting, poor soft skills of the delivery team, and insufficient documentation of scoping service deliverables, which have been prioritised and require immediate attention. On the other hand, opportunities for improvement have been identified, such as leveraging the IFM service team’s familiarity with building systems and sub-systems. Strategies have been developed to enhance the delivery team’s resourcefulness and justify the enhancement in the allocated budget.
6. Survey Outcome and Improvement Program
The Customer Satisfaction Survey exercise was a huge success, achieving primary outcomes that included sanitising the Service Level Agreement with detailed service deliverable inclusions and exclusions, improving the service quality index, optimising costs, enhancing the occupants’ workplace experience, and retaining business. By evaluating customer satisfaction and identifying areas that required improvement, necessary actions were taken to improve the overall experience.
