Article 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. Read next Press Release 3 October 2022 Mitie hits all annual ESG targets putting it on track to meet 2025 goals 2022 ESG report released detailing how Mitie hit all 13 ESG targets for the year, putting Mitie on track to meet its overall 2025 ESG goals Environmental highlights include saving customers 375,000 tonnes of… Read More Press Release 27 September 2022 Broadcaster extends facilities management contract with Mitie The BBC has extended its facilities management contract with Mitie for a further two years 780 colleagues work on the contract, delivering a range of integrated FM services for the broadcaster’s sites including its… Read More Press Release 12 May 2022 Andy Burnham unveils Mitie’s new northern technology hub Mitie has unveiled its new Technical Services Operations Centre (TSOC) in Wythenshawe, Greater Manchester, showcasing its cutting-edge workplace technology Officially opened by Andy Burnham, Mayor of Greater Manchester, the TSOC is Mitie’s new Hub… Read More Press Release 28 April 2022 Mitie showcases latest innovation with the launch of its Cleaning and Hygiene Centre of Excellence • Mitie has launched its new Cleaning and Hygiene Centre of Excellence, to showcase the latest innovation in cleaning science and technology• Made up of six Zones, the new Centre in Birmingham demonstrates best… Read More See Resource Archive
Press Release 3 October 2022 Mitie hits all annual ESG targets putting it on track to meet 2025 goals 2022 ESG report released detailing how Mitie hit all 13 ESG targets for the year, putting Mitie on track to meet its overall 2025 ESG goals Environmental highlights include saving customers 375,000 tonnes of… Read More
Press Release 27 September 2022 Broadcaster extends facilities management contract with Mitie The BBC has extended its facilities management contract with Mitie for a further two years 780 colleagues work on the contract, delivering a range of integrated FM services for the broadcaster’s sites including its… Read More
Press Release 12 May 2022 Andy Burnham unveils Mitie’s new northern technology hub Mitie has unveiled its new Technical Services Operations Centre (TSOC) in Wythenshawe, Greater Manchester, showcasing its cutting-edge workplace technology Officially opened by Andy Burnham, Mayor of Greater Manchester, the TSOC is Mitie’s new Hub… Read More
Press Release 28 April 2022 Mitie showcases latest innovation with the launch of its Cleaning and Hygiene Centre of Excellence • Mitie has launched its new Cleaning and Hygiene Centre of Excellence, to showcase the latest innovation in cleaning science and technology• Made up of six Zones, the new Centre in Birmingham demonstrates best… Read More