Insight 4 October 2022

Mitie NPS builds Momentum

This year, 2000 customers have been invited to take part in Mitie Net Promotor Score (NPS) programme, we are pleased to see that over 1200 customers have completed the survey.

Our customer’s business is our business, we ensure that customers remain at the heart of the organisation and that Mitie is poised for strategic growth. The group wide NPS programme designed in 2018 to put the customer at the centre of everything we do.

The NPS is a well-respected method to determine how customers feel about the services they receive and the teams they work with, allowing organisations to address any changes they require.

Mitie’s annual NPS survey is used to inform strategic change, benefiting not only the organisation itself, but also clients and colleagues. Putting the voice of the customer at the heart of change management continues to transform the way we deliver our services. Once a quarter, Mitie’s CEO, Phil Bentley, meets account directors, to look at the scores, and read all the NPS comments coming from customers.

Tina Hobart, Head of NPS & Customer Experience at Mitie said:

“Over the past four years, Mitie’s NPS score has risen impressively by +78 points, which demonstrates a significant improvement in customers’ perception of Mitie and clear evidence that our core focus on customer service is paying off. We must continue to maintain momentum, capitalise on opportunities and work with customers to further develop and improve.” In the future, Tina is making plans to expand that core NPS relationship survey into a programme that covers all end users at every touchpoint. With a challenge from the CEO to continue improving the overall NPS to +40, and then to +50, rolling out the measurement needed to drive behavioural change throughout the organisation is a vital part of focusing the business on our customers.

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