The BIFM Awards recognise and showcase best-in-class facilities management (FM) and evidence its impact on business, the economy and society. This is the second year running that CIS Security have been named as finalists in the awards with sector leading initiatives such as this year’s entry in the “Impact on Customer Experience Category with their entry; “Safe, Happy, Informed and Listened to”.
CIS Security challenged themselves with raising the customer service standards in a variety of ways including better communication, knowledge building and innovation, with the aim of walking the walk as thought leaders in their sector. The resulting Customer Experience programme duly yielded results in terms of customer and end user satisfaction and promoted a culture of continuous improvement amongst staff through quality engagement. The BIFM Award judges acknowledged that the programme makes building users notice the security team for all of the right reasons, by naming them as finalists in the Customer Experience Category.
CIS, who are placed as one of the top five independent companies in the UK, developed a specific customer service change programme to elevate standards from end to end with the integration of an effective digital end user feedback mechanism to close the circle.
When it comes to results, CIS have the numbers. They have seen a 10% increase in customer satisfaction against last year, with clients confirming that they have seen significant improvements in the efficiency of staff overall and also in the quality of company communications to staff, clients and end users. CIS are also championing an initiative to bring more females into the industry and have managed an increase of 3% since the launch last year, putting them on track to achieve their goal of 20% females by 2020.
In their submission to the BIFM judges, CIS detailed the improvements in customer experience for our clients, with particular reference to their Spitalfields E1 contract, which they have retained for over 15 years.
CIS and Spitalfields collaborated on their first ever tablet-based app to collect end user feedback. They also collaborated to create “Top Pocket Guides”, and a new uniform look to refresh the contract.
Jason Dervin, Estate Manager at Spitalfields said: “CIS’s longevity on this contract has been achieved through having a stable Senior Account Management team in place who oversee an experienced, flexible and committed Security Team delivering an exceptional service. One of CIS Security’s key strengths throughout their tenure has been the ability to evolve with the site, continuously innovating to support our changing needs. For example acting as brand advocates and delivering information to the public, from directions to facts about art and historic artefacts to be found in the site. The Team takes time to regularly assess the changing landscape through user feedback, in order to adapt their service to continue to meet, and in many cases, exceed our requirements.”
The business case for adopting a focus on Customer Experience is widely documented in a number of different industries, with notable successes from the likes of John Lewis and Virgin. CIS say they are optimistic that the resulting improved perceptions of the security profession as a whole enables the attraction of new talent through the creation of a more aspirational view of security roles. They already have one of the lowest staff turnover rates, about a third of what others are achieving.
Neill Catton, Managing Director at CIS Security said; ”Any successful customer experience program sits firmly on a foundation of investment in our people. Better engagement through confidence building initiatives such as our CIS Annual Awards Program and our “Blow Your Own Trumpet” Initiative, help our staff to stand tall, be proud and understand that the job they do is critical to making people feel safe and happy. Accredited training is an essential part of this with Welcome Host Customer Service Training “akin to a five star hotel”, delivered as part of all of our staff inductions. I’m delighted with the results to date and we are thrilled with being named as finalists by the BIFM, a highly progressive organisation we are keen to be aligned with”.