In the latest edition of Customer Insight, our feature article is based on an interview that Stephen conducted with Tina Hobart and James Maguire from Mitie.

In it they discuss the combination of customer research and account management, driven by top level commitment to the customer, that has led to a rapid improvement in Mitie’s overall NPS.

Greg and Stephen talk about the lessons we can all draw from Mitie’s story, and mostly avoid getting drawn into a discussion about the questionable benefits of tender processes.