3 May 2017
The 1team, working with Vodafone, have achieved World Class accreditation with the Institute of Hospitality’s quality standard, Hospitality Assured. This prestigious accolade for high standards of customer service and business excellence has been awarded to the 1team at Vodafone, which consists of Mitie’s integrated FM team and catering business Gather & Gather.
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 their 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 an impressive score of 78.6%, above the 75% benchmark officially marked as ‘World Class’, the team now holds the highest score achieved within the FM sector.
The 1team worked closely with Vodafone’s property team to implement a clear strategy that focused on understanding the customer experience lifecycle, and followed the Institute of Hospitality’s recommended nine steps to define and deliver a World Class experience, which works every day, across every touchpoint.
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 stated: “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”.
David Fry, Head of Property at Vodafone and Adam Stubbs, Vodafone Senior FM Contracts Manager said: “What a phenomenal achievement. Vodafone has been on a journey to introduce a more business-like approach to the way we deliver FM, ensuring we constantly seek to review and improve the service we offer to our customers.
Working closely with Mitie and Hospitality Assured has allowed us to be absolutely customer focused and ensure we are constantly redefining the FM delivery model. I am really proud of the team and have no doubt we can build on this success.”