Frasers Property UK, in collaboration with MAPP, has been awarded the Institute of Customer Service’s prestigious ServiceMark accreditation with Distinction for its commitment to excellent standards of customer service across its South East business parks. This accolade highlights the outstanding customer service at Winnersh Triangle, Chineham Park, Farnborough Business Park, and Maxis Business Park.
The ServiceMark is a national standard that recognises excellence in customer service combined with a commitment to upholding those standards, with “Distinction” being the highest level attainable. Awarded based on customer satisfaction and employee engagement, it helps organisations assess and improve their customer service strategies. Frasers Property UK now joins just 23 other organisations in the UK in achieving this top-level accreditation.
Helen Barnett, Senior Placemaking Manager at Frasers Property UK, said:
“We are proud to have achieved the ServiceMark with Distinction from the Institute of Customer Service, which recognises our commitment to delivering exceptional service to our occupiers. For us, enhancing the occupier experience goes beyond providing reliable facilities and a pleasant environment; it’s about the full experience. Customer service plays a crucial role in this by helping to create communities that foster collaboration, creativity, and human interaction, alleviating everyday stress and cultivating an environment where people are proud to work.”
The accreditation was awarded for delivering an exceptional customer experience in managing its business parks, with the support of training and guidance from Jagoda Rhamie, MAPP Parks Guest Experience Manager across the Frasers Property UK park portfolio. The team holds exceptionally high service standards, constantly seeking improvement by measuring customer perceptions across various touchpoints.
Across the business parks, services are regularly reviewed based on customer feedback gathered from surveys, customer review meetings, and input from on-site teams. As part of this ongoing review, FPUK received praise from Lucy Cornes, Senior Communications Specialist at Fluor, based at Farnborough Business Park, who shared, “The site team is made up of very nice and personable people who are always available to answer any question you might have.”
Additionally, the surveys highlighted positive feedback from Adrian Broadway, Owner of Ouno Creation, also based at Farnborough Business Park, who said, “We have an excellent relationship with the customer service teams; they’re always helpful, and we’ve now developed a sense of familiarity with them.”
Blythe Valley Park, located in Solihull, West Midlands, which is owned and managed by Frasers Property UK, has also been recognised with the prestigious ServiceMark accreditation with Distinction by the Institute of Customer Service.
