A number of senior managers, either responsible for FM in their organisations or for services that include, it were interviewed and a knowledge review undertaken as per the brief. While existing material around the concept proved to be limited, a 2004 study found that perceptions of service excellence consistently equated to the small things and the unexpected extras, particularly in relation to the effective resolution of a problem or challenge.
This was broadly endorsed by CFMD’s own research. Despite the respondents’ examples spanning many different sectors and scenarios, a commonality was an appreciation of swift and responsive action to an issue that showed good understanding of the customer’s needs. Conversely, a poor and ineffectual response was a key determinant when perceiving service as bad.
Defining_service_excellence_in_FM (578.1 KiB) [Debe estar registrado para ver el archivo]