Identifying Customer Needs in Facilities Management

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Once we’ve identified who our customer are we need to make sure we provide the FM services that they need in order for them to carry out their work effectively and help the organisation achieve its goals. But how do we know that we’re providing the right services at the right level of quality. It’s all about identifying our customer’s needs.

About this course

This course will examine the difference between customer needs and wants, before explaining how to identify those needs and wants so that we can use them to define the type and level of services we can offer and the prioritise the most important. We’ll examine what goes into a Customer Needs Analysis and investigate different methods for identifying customer wants and needs, including Customer Journey Mapping, Surveys, Focus Groups, Interviews and reviews of our Service Level Agreements (SLAs).

By the end of the course, you’ll have a deeper understanding of methods we can use to communicate with our customers and understand exactly what services we can offer to make their work more comfortable, enjoyable and productive.