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The national contract caterer, which is part of Compass B&I, has commenced a journey to embed a new Customer Promise in the business, designed to set standards, inspire loyalty and be part of its DNA to put the customer first.
Eurest provides food and beverage services across 300 sites in the UK and has a growing reputation as a thought leader in how food can positively impact health, wellbeing, and sustainability.
Already praised for its customer service, with average customer satisfaction scores regularly exceeding 90 per cent, Eurest says it has an ambition to take this service to the next level.
The Customer Promise has been rolled out to colleagues of all levels through a nationwide series of roadshows designed to enable learning to cascade from the top of the business to the ground floor. Its impact will be measured through customer feedback satisfaction scores; colleague feedback via our Your Say survey; sales and participation improvements and employee churn.
The Customer Promise is based on four foundations:
- That we will boost performance.
- That we will deliver a great experience.
- That we look after wellbeing.
- That we will protect our future.
The end goal is to:
- Set what customers can expect from Eurest and exceed these expectations
- Outline how that experience should be delivered.
- Inspire confidence and loyalty from customers.
- Set standards to create better customer experiences.
- Improve customer and client satisfaction.
Morag Freathy, CEO of Compass Group UK & Ireland B&I, said: “We always put our customers at the heart of everything we do and that’s why the Customer Promise is so important to us. Helping us take the customer experience to the next level by making every moment matter – through the food and environment we create.
“It challenges us to ensure we are consistent, reliable and caring – and able to look at the business through the eyes of our customers, making it easy for them at every step of the journey.
“The engagement from our people has been outstanding and it’s a promise that we are all determined to live up to.”
The FM industry is evolving quicker than ever before, and so are the demands of the customers it serves.
To help shed light on some of the trends that are shaping the sector, Biological Preparations, a leading UK biotech company, is conducting a survey in collaboration with FMJ to identify the sustainability priorities and challenges amongst FM leaders.
This five-minute, anonymous FM-focused survey, offers FM professionals of all hierarchies with a platform to voice their perspectives and share their experiences.
As a thank you for taking part in the survey you will be entered into a prize draw to win £250 worth of Amazon vouchers.
To share your experiences, please click here.
