20 December 2016

Mitie, the facilities management company, has published a new white paper exploring the role of FM in creating an exceptional 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 major challenge for facilities is to combine the provision of efficient and comfortable amenities while making sure that safety and security remain a top priority.

The white paper, ‘The role of FM in creating the seamless customer journey; now and into the future’, looks at how FM has an opportunity to make a real difference and add value to transport operators.

Over recent years, the emergence of digital technology and apps has transformed the transport sector. 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 crucial 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. Andrew, along with two of Mitie’s transport experts, share their views and experience of the importance of customer experience and how FM can make a real difference to customer satisfaction and retention.

Download your free copy of the white paper here: www.mitie.com/customerjourney
Watch the video here: https://youtu.be/W5JsmzWMqiA

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For further information, contact:

Lauren Hepburn, Investor and Public Relations Manager, Mitie Group plc

T:+44 20 3123 8720 E:lauren.hepburn@mitie.com

John Telling, Corporate Affairs Director, Mitie Group plc
T:+44 20 3123 8673 E:john.telling@mitie.com