The 1team at Vodafone, which consists of Mitie’s integrated FM team and catering business Gather & Gather has achieved ‘World Class’ accreditation with the Institute of Hospitality’s quality standard, Hospitality Assured.
Awarded to those organisations displaying high standards of customer service and business excellence, the Hospitality Assured process encourages businesses to look at their own operation from the customer’s perspective to see where improvements could be made to benefit the business and its customer.
Their assessment, which was carried out in March 2017 across Vodafone’s corporate estate, focused on the entire facilities service delivered by the 1team.
Achieving a score of 78.6 per cent, above the 75 per cent benchmark officially marked as ‘World Class’, the team now holds the highest score achieved within the FM sector.
The Hospitality Assured assessors were particularly impressed with the successful introduction of customer experience surveys, measured via the same Net Promoter Score (NPS) mechanism used to gauge the loyalty of Mitie’s customer relationships, stating that the processes in this area were “the best they have come across”.
The 1team was also commended for its clear and effective change management processes, first class internal communications, and high levels of trust and understanding between managers and team members.
Michael Ditlbacher, Customer Experience Director for Mitie’s 1team commented:
“We are thrilled to be recognised for delivering a world class facilities service. Making a positive impact on our customers’ daily lives, with a strong focus on making continuous improvements on the experience we deliver, has allowed us to gain the high score that we have.”
Progress your FM career by developing your skills at the largest gathering of facilities managers, Facilities Show on 20-22 June at ExCeL London. With access to BIFM, IOSH, NEBOSH and the FPA, you’ll benefit from CPD accredited seminars and workshops, as well as information about courses specific to your development.
You’ll also have unrestricted access to the Facilities Show theatre that will deliver engaging, interactive debates.
Your complimentary badge will also give you access to Safety & Health Expo, IFSEC International, FIREX International, Service Management Expo and Professional Clothing Show, all running at the same time.