Key Points

Feedback from our internal key stakeholders and customers is critical to the success of any service program. It enables the supplier to better align on customer expectations and satisfaction. It also enables the supplier to provide feedback to its front-line staff and modify the janitorial program to correct service level deficiencies.  

Modifications may include;

• Changes to service frequency and scheduling
• Staff training
• Reallocation of hours to service key areas
• Space management and related deployment optimization

Customer feedback and iPerfom survey results are also key review elements in the Quarterly Business Review (QBR) and Semi-Annual Business Review (SABR) meetings 

The Importance of Customer / Account Team Feedback

Customer Feedback Methods

• iPerform account surveys
• Work order management
• Email 
• Site inspections
• Daily / weekly touch-point meetings

The Service supplier should:

• Analyze all feedback data
• Look for common themes 
• Develop actions plans to resolve deficiencies and client concerns to ensure alignment on client expectations and performance 
• Propose relevant solutions, initiatives Performance Improvement Plan (PIP) or actions
• Seek CBRE / client approval to implement their recommendations
• Acknowledge feedback and communicate back to the customers on the actions being taken to address issues