Best Customer Facilities Experience

This award will recognise and reward an in-house facilities management team in the UK that has delivered an outstanding customer-focused facilities experience for building users, occupants, visitors, or the wider community. If your FM team places people at the heart of facilities delivery and is raising standards in customer experience, wellbeing, and service excellence, then this is the award for you. Entry is by a 5-page A4 submission; the judges will be looking for clear information backed up by facts that pays particular attention to the criteria listed below.

• Facilities & Customer Context: Provide an overview of the facilities under management and the customers they serve. Include details on the type of environment (e.g. workplace, public-facing, mixed-use), user demographics, footfall, and any challenges related to customer experience.
• Customer Experience Strategy: Describe the FM team’s approach to delivering a positive, consistent, and engaging facilities experience. Explain how customer needs, expectations, and behaviours are identified and incorporated into service design.
• Service Quality & Responsiveness: Demonstrate how facilities services are delivered with a strong focus on customer satisfaction. Highlight responsiveness, accessibility, service standards, and how issues or requests are handled efficiently and professionally.
• Wellbeing, Comfort & Inclusivity: Explain how the FM team supports occupant wellbeing, comfort, safety, and inclusivity. Include initiatives related to health and well-being, accessibility, user comfort, and creating welcoming, safe environments.
• Innovation & Experience Enhancement: Showcase innovative approaches, tools, or initiatives that enhance the customer facilities experience. This could include technology, service design improvements, or creative solutions that improve engagement and satisfaction.
• Measurement, Feedback & Results: Provide evidence of how customer satisfaction is measured and monitored. Share results, feedback, testimonials, or data that demonstrate tangible improvements in customer experience and the impact of FM-led initiatives.