Facility Executives Say Customer Satisfaction Most Challenging Responsibility

Maintaining high customer satisfaction was both facilities management (FM) executives’ most important as well as their most challenging responsibility when it comes to delivering high quality support services, according to a recent survey by Canon Business Process Services. Yet a significant number of respondents also indicated that they do not measure customer satisfaction for their site operations, which indicates that measuring such key performance indicators might be an important opportunity for some organizations.

support services
(Source: Canon Business Process Services)

The Canon survey, “Achieving Service Excellence: Facilities Management Challenges and Opportunities in 2016” was designed to help FM professionals better clarify these kinds of opportunities as well as give executives a chance to share their most urgent priorities and uncover what approaches might help drive excellence in delivering facilities support services.

Among the tools available to them, executives specified that facilities management applications have the greatest impact on their ability to improve support services. However, using tools for tracking the delivery of supplies or services as well as Six Sigma improvement projects represent opportunities for some companies that may want to take action in these areas.

Besides providing insight on these and other findings, the survey report sheds light on the importance of supporting corporate sites by effectively managing what Canon terms corporate campus logistics. This is a specialized service that ensures the efficient flow of materials and people at large multi-building office campuses serving thousands of employees. It is a complex discipline that includes coordinating shipping and receiving, which survey respondents deem as highly important but also very challenging to supervise.

In addition to the survey report, Canon also presented a webinar highlighting insights on specific survey findings.