Customer Service Assessment
The customer defines quality in FM, and customer satisfaction determines whether the facility management organization is successful in delivering timely, appropriate services. To that end, The Friday Group assists FM professionals in assessing relationship gaps with customers and creating strategies to fill those holes.
A pioneer in identifying the importance of the customer within the FM industry, The Friday Group has become an international authority on helping FM organizations strengthen customer relations and assessing customer satisfaction. The firm's president, Stormy Friday, co-authored a book entitled Quality Facility Management: A Marketing and Customer Service Approach, which has become the blueprint for FM customer service and has been used both in the field and in academic degree programs at leading universities such as George Mason University, Michigan State University and the University of Manitoba, among others.
The Friday Group determines customer perceptions of service delivery through focus groups, individual interviews and analysis of customer satisfaction data, and designs measurement tools such as surveys, tent cards and on-line evaluations. Ultimately the goal is to develop a comprehensive service program that includes feedback mechanisms for customers.
A pioneer in identifying the importance of the customer within the FM industry, The Friday Group has become an international authority on helping FM organizations strengthen customer relations and assessing customer satisfaction. The firm's president, Stormy Friday, co-authored a book entitled Quality Facility Management: A Marketing and Customer Service Approach, which has become the blueprint for FM customer service and has been used both in the field and in academic degree programs at leading universities such as George Mason University, Michigan State University and the University of Manitoba, among others.
The Friday Group determines customer perceptions of service delivery through focus groups, individual interviews and analysis of customer satisfaction data, and designs measurement tools such as surveys, tent cards and on-line evaluations. Ultimately the goal is to develop a comprehensive service program that includes feedback mechanisms for customers.
