The BIFM Awards recognise and showcase best-in-class facilities management (FM) and evidence its impact on business, the economy and society. This is the second year running that CIS Security have been named as finalists in the awards with sector leading initiatives such as this year’s entry in the “Impact on Customer Experience” Category with their entry; “Safe, Happy, Informed and Listened to”
We challenged ourselves with raising the customer service standards in a variety of ways including better communication, knowledge building and innovation, with the aim of walking the walk as thought leaders in the sector. The resulting Customer Experience programme duly yielded results in terms of customer and end user satisfaction and promoted a culture of continuous improvement amongst staff through quality engagement. The BIFM Award judges acknowledged that the programme makes building users notice the security team for all of the right reasons, by naming us finalists in the Customer Experience Category.”
We developed a specific customer service change programme to elevate standards from end to end with the integration of an effective digital end user feedback mechanism to close the circle. We have seen a 10% increase in customer satisfaction against last year, with clients confirming that they have seen significant improvements in the efficiency of staff overall and also in the quality of company communications to staff, clients and end users. CIS are also championing an initiative to bring more females into the industry and have managed an increase of 3% since the launch last year, putting us on track to achieve our goal of 20% females by 2020.
In the submission to the BIFM judges, CIS detailed the improvements in customer experience for our clients, with particular reference to their Spitalfields E1 contract, which has been retained for over 15 years.
The business case for adopting a focus on Customer Experience is widely documented in a number of different industries, with notable successes from the likes of John Lewis and Virgin. We are optimistic that the resulting improved perceptions of the security profession as a whole enables the attraction of new talent through the creation of a more aspirational view of security roles. We already have one of the lowest staff turnover rates, about a third of what others are achieving.
Neill Catton, Managing Director at CIS Security said; ”Any successful customer experience program sits firmly on a foundation of investment in our people. Better engagement through confidence building initiatives such as our CIS Annual Awards Program and our “Blow Your Own Trumpet” Initiative, help our staff to stand tall, be proud and understand that the job they do is critical to making people feel safe and happy. Accredited training is an essential part of this with Welcome Host Customer Service Training “akin to a five star hotel”, delivered as part of all of our staff inductions. I’m delighted with the results to date and we are thrilled with being named as finalists by the BIFM, a highly progressive organisation we are keen to be aligned with”