The Royal Institution of Chartered Surveyors published research that suggests that Facilities Managers that are ‘more visible to customers’ lead to higher satisfaction rate.

Recent research conducted by The Royal Institution of Charted Surveyors (RICS) has revealed that more customer visibility of Facilities Managers will have “a positive impact on the quality and accuracy of information gathered from customers”.

Customer perception is an integral part of the overall performance of Facilities Management and the aim to improve it is always a top priority for any organisation. The RICS research comes accompanied by a list of recommendations that assist in creating an effective customer performance framework.

Fraser Ruthven, Growth and Strategy Manager for London Drainage Facilities (LDF) says:

“All of our services are customer facing, regardless of whether we’re dealing with blocked drains or conducting drain surveys, so it is important that we fully focus on improving the customer’s perception of our business. If doing so means that the Facilities Manager needs to get on the front line, then this is certainly something we will look into!”

Fraser continues to express how LDF refuses to fit into the reputation of some drainage companies, which often offer a marked lack in communication and slow response times. LDF are committed to 100% customer satisfaction and offer a maximum waiting time of 2 hours in an emergency callout.

The report is based on information that Dr Matthew Tucker researched as programme leader in facilities management for the Built Environment and Sustainable Technologies Research Institute at Liverpool John Moores University.

Further recommendations include creating a sophisticated process for accessing customer feedback numerically and verbally in order to efficiently act on any problems that may be reoccurring.



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