How can we objectively measure internal client experience, taking into account individual emotional and perceptual differences, without relying exclusively on direct questioning or traditional surveys?
In Facility Management, understanding how internal users perceive services is essential to improving their experience. However, current methods are limited. Traditional surveys fail to capture the complexity of individual perceptions, as people interpret the same stimuli differently depending on their emotional profile. Some users are more positive, others more critical, which introduces a bias that is difficult to correct. This variability hampers accurate decision-making and reduces the effectiveness of improvement actions. As a result, there is a need for an innovative approach that enables the capture of perceptions in a more objective manner, by leveraging advanced technology.
The challenge is to develop a platform capable of objectively measuring internal client experience, taking into account each individual’s emotional predisposition. The solution must be able to determine whether a user tends to be naturally more positive or negative, and, based on this, interpret their responses to questions about Facility Management services without those responses being influenced by the format or tone of the enquiry. The system should employ technologies such as text, voice and gesture analysis, integrating artificial intelligence capabilities to evaluate perceptions without the need for direct questioning or conventional surveys.
The solution will enable a more accurate understanding of how users perceive services, beyond what they express explicitly. This will facilitate more informed decision-making, reduce bias in the evaluation of FM performance, and help to identify improvement opportunities with greater clarity. It will support more responsive management, tailored to the true needs of individuals, thereby enhancing the quality of the workplace environment. Furthermore, as an adaptable solution, it could be applied in other contexts and areas within the organisation, becoming a cross-functional tool for objectively evaluating experience, organisational climate, and internal satisfaction.
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