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23 January 2013

Leading in innovation once again, Fasset Ltd the national facilities and property management company and operators of the multi-tenanted business park, Langstone Technology Park in Hampshire, opted for a ‘Big Brother’ style diary room to conduct their annual customer satisfaction survey.

Taking a more proactive and personal approach than many in the industry, Fasset broke with their traditional paper based customer satisfaction survey and asked employees ‘face-to-face’ a series of open questions to gain a real insight into life at Langstone.
Run by an independent company, the diary-room was set up in the restaurant area and 156 people participated over 3-days onsite, giving answers to 4 open questions:

? How would you describe Langstone Technology Park?
? What is the best thing about working at Langstone Technology Park?
? What could we do to make Langstone an even better place to work?
? Is there anything else on your mind?

The participants were filmed and then the results were collated. The responses were overwhelmingly positive.

Building on the 92% overall satisfaction result attained in 20111, which was 38% over the national average, employees at Langstone Technology Park in 2012 have enjoyed initiatives such as the installation of recreational table tennis tables, launch of an onsite bi-monthly magazine ‘Parklife’ to inspire communication, a slicker helpdesk service; and huge improvements in the catering and hospitality services.

The survey showed that there was a good level of confidence in the Fasset team (including the in-house maintenance, housekeeping, engineering and security services); and whilst the exterior of the building was mentioned as being ‘1970s’ in style, the vibrant business community within and quality of facilities and services available more than made up for this.
Leading this initiative was Fasset’s Business Excellence Manager, Shirley Cuthbertson who commented: “2011 gave us a phenomenal result and excellent quantitative information which we have used when setting ‘Key Performance Indicators’ and’ Service Level Agreements’ across the site. This year we wanted more qualitative research to gain a real insight into what was good and what was missing; and this was an innovative approach which was well received. The feedback has been invaluable and already we are looking into new exciting initiatives for 2013 and continuation of a quality service delivery for the 3,800 employees we have based here.”

For more information about the innovative facilities management and customer service delivery Fasset provide please visit 

1 Customer Satisfaction Survey September 2011 – Overall Customer Satisfaction increased to 92% - 38% over the national average as stated in the Occupier Satisfaction Survey, Property Industry Alliance & CoreNet Global 2011.

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