Though high scoring in their 2023 annual customer satisfaction survey, Building Operations pledged to improve.

Building Operations scored 80% overall for being responsive, helpful and effective in their 2023 annual customer satisfaction survey. 

Though high scoring, focused on the feedback and determined to improve further, the team made a pledge to build on communication. 

With that in mind, it is time for an update on progress. 

Head of Building Operations, Lizzy Hand, said: “There was some disparity of feedback - some saying communication was good, others feeling otherwise. Our priority then, is to understand why.” 

“Understanding the ‘why’ is an enabler to ensure improvements are based on solid evidence, best practice, good governance, are substantial, and above all, effective.” 

Building Operations are undertaking a series of whole team initiatives, inviting stakeholders to contribute to the solution, aware of how ‘one size does not fit all’.   

They began with a Building Managers’ Awayday, digging deeper into the survey and brainstorming how best to:  

• Offer ‘Meet the team’ sessions locally and globally for two-way conversations on ‘what good means’ for communication with stakeholders  

• Gather formal and informal feedback – without causing survey fatigue 

During their awayday the team discussed pledges already been made to improve some of the identified ‘no-brainers’, and how to: 

• Improve and widen participation in Building User Groups and Campus User Groups  

• Develop informal and immediate channels of communication 

• Improve webpage journeys and content  

They also explored other ideas that team members brought to the table. 

Following this, work is underway to develop a timetable to bring their stakeholders into this review, with an ambition to obtain and review feedback on improvement actions by the autumn. 

Lizzy said: “We look forward to working with all building users in the coming months as we progress on our pledge”.