Select region  
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
White papers

Service Management

Linking Customer Experience with Service Employee Engagement

In this White Paper we have performed a series of regression analyses for our data, and subsequent research has revealed important new knowledge regarding the factors that drive service employee engagement and customer experience. By exploring which questions – and thereby drivers – in the surveys predict the highest level of customer experience, we are able to identify focus areas on how to successfully build long-term relationships.

Published in November 2015

Service Management 3.0- The Next Generation of Service

If all companies effectively compete on service, the key differentiator then lies in the service management model and the ability to execute it. However, the traditional models and themes are no longer sufficient, future focus should be on the service delivery system and the power of the human touch. Frontline service employees should be empowered to create appreciated service moments and through their service performance influence and preferably leverage the purpose of the customer organization.


Published in May 2014

Effective Training of Front-line Service Employees

Service quality is the primary driver behind customer satisfaction. Because training is the single most important driver behind higher service quality, it is one of the most important internal processes for a company to get right.

Published in March 2012

Service Innovation in the Facility management industry

Innovation is today one of the top challenges for the Facility Management industry. Despite having improved over the past 10 years, FM companies can do significantly more to create innovation.


Published in May 2011