Obtaining Customer Feedback

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Once we have identified what our customers need and want (and there’s a course on exactly this topic on XenZone), we need to go about delivering the services that will meet those needs and wants. But great facilities managers are never just happy with the bare minimum. In order to provide a fantastic service, we need to be continuously looking for ways to improve our operations and make our customers happier than ever!

To achieve this, our first port of call should be our customers themselves. How else are we going to find out whether our services are meeting or exceeding their expectations. But acquiring feedback from customers is a multi-faceted exercise, with a variety of available options that will yield a range of results which then needs to be analysed and, where appropriate, acted upon.

About this course

This course will explore the different tools that we can use to obtain feedback from our customers. We will look at some of their advantages and disadvantages, as well as what to consider when deciding on which of them to use.

We will also apply one of our management tools (the Deming Cycle, which is discussed in depth in the course – Management Tools – Deming’s Cycle of Continuous Improvement) – to demonstrate a practical application for part of our management toolkit which can significnatly help to improve our FM service delivery.