Innovating for customer satisfaction

In increasingly competitive and sophisticated service sectors, we focused on transforming the experience of 229 customers during 2016. At our Customer Experience Centre in Sheffield, we demonstrated how innovative ideas could give us a better understanding of how to meet and exceed our customers’ needs and expectations.

A woman sitting at her desk with a headset

Employee ideas transform our service

Our Customer Experience Centre is the largest facilities management sector helpdesk in the country. Over three years, the team has transformed itself to be highly responsive, by focusing on team leadership, empowering advisors and encouraging ideas from the floor like ‘decision trees’ to solve customer problems.

How we’re delivering for our customers

At our Customer Experience Centre, we have achieved...

  • 139 point increase (72 to +84) in customer satisfaction (NPS) scores over 3 years1
  • British Institute of Facilities Management Award
    for Customer Experience
  • Best employee engagement strategy
    in the UK National Customer Satisfaction Awards
  • ServiceMark with Distinction
    by the Institute of Customer Service – one of only seven organisations in the UK to be recognised
The Customer Experience team is innovative, reliable, consistent and always driving forward. It delivers exceptional facilities management support founded on exceptional customer service.”

Mark Lennon,DLG, Carillion customer

The Arriva and Carillion teams’ highly collaborative development of the facilities management model to support the new Northern rail franchise was heavily reliant on the Customer Experience Centre’s flexibility, professionalism, creativity and exceptional team.”

Marcus Handley,Arriva Northern

1 Industry-wide Net Promoter Scores range from -100 to +100.

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