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A proud day at Cloud – rated 90% client satisfaction across the TUI retail estate

Published 12/03/2024

Following our long-standing client, TUI’s, annual maintenance survey of their retail shops, their shop teams have rated Cloud’s service delivery as 4.49 out of 5. This represents a client satisfaction score of 90% which is outstanding within our industry.

Cloud Director of Operations Katie Harvey on learning of the score: ”This recognition of the hard work and dedication of Cloud’s TUI client account team and our engineer partners delivering such excellent service on the ground, is so pleasing. We are continuing to look at ways to work with our clients and supply chain partners, to improve our service delivery and will aim high for an even better NPS with TUI next time!”

Dan Goulbourne Cloud’s TUI Account Manager said: “We welcome the TUI annual survey, as it gives us great insight to how we’re perceived across the entire TUI estate including its 325 shops. Any FM delivery team would be proud of this outstandingly high score, that is testament to the hard work my team Corinne Eyvindsson and Zarah Sutton put in day after day. It’s a fantastic result – well done team and thank you TUI.”

Richard Topping, Retail Facilities Manager, TUI UK & Ireland commented:
“Cloud’s FM delivery and client services teams have provided us with a flexible and client-centred service for 8 years. Following our maintenance survey of Cloud’s performance, I’m delighted to share with them, that the overall shop experience is still in a fantastic position, with Cloud scoring 4.49/5. This matches the score they received in our previous survey in 2022. Not only this but the NPS has increased by 6 in favour of Cloud’s service.

The TUI Maintenance Survey, is conducted annually and asks questions of its retail shop teams about the performance of their FM services providers.
Questions such as:
– Rate your monthly Cloudfm maintenance engineer – Attitude
– Rate your monthly Cloudfm maintenance engineer – Friendliness
– Rate your monthly Cloudfm maintenance engineer – Competence
– Rate the Cloudfm (Head office client support team) service

Read more about our partnership with TUI:

Kat Christopoulos Head of ESG at Cloud, shares the good news report on progress against our 2023 targets View article
Jeff Dewing interview with London Live News - the benefits of flexible working to businesses View article

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