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Journey white paper

Mitie, the facilities management company, has published a white paper on FM and the ‘customer journey experience’ for passengers in the transport sector.

For transport organisations, creating a positive journey experience is a vital to ensure customer satisfaction and retention, the FM contractor says. The challenge for facilities is to combine efficient and comfortable amenities while making sure of safety and security, according to the firm.

You can download the white paper, ‘The role of FM in creating the seamless customer journey; now and into the future’, free here:

Over recent years, the emergence of digital and apps has transformed the transport sector, the firm adds. Passengers are now able to buy tickets, select seats and check in without any human interface which means that the first, and often only, physical touchpoint for travellers are with the facilities’ people at the transport hub. This places FM staff, and the facilities they maintain, firmly on the front line and means they play a role in ensuring customer satisfaction.

Supporting this white paper is a video which features Andrew McMillan, the former Head of John Lewis’ Customer Services and now Principal at Engaging Service.


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