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Customer experience

Interserve customer experience

Connecting customers with buildings, spaces and brands

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Buildings and spaces are things we know a lot about. And connecting people with buildings and spaces is what we pride ourselves on. We know your space is unique. So is your business, and so are your customers. We get it. So let's talk more about your space and how we can support it to encourage visitors to return, again and again.

At Interserve we make places work better. We do this by really understanding what matters to our customers and theirs, and by bringing new ideas to the table. So, whatever your environment - from a national corporate brand or retail park through to a smaller consumer space - we will improve the experience your customers have with your brand.

We literally put ourselves in your customers shoes, walking through and experiencing the building end-to-end. In forensic detail, we look at every possible touchpoint to identify effective, long-lasting improvements to ensure customers have the right experience, every time.

By focusing on such details, the result is a customer experience that simply works better. A customer journey that is fit for purpose, which impresses visitors, which motivates and engages people, and engenders loyalty in your brand so people want to return.

All this is delivered by our one-team approach. The key to its success lies in our in-house customer experience team working in close collaboration with our account teams and our customers.

As customer experiences improve, business enhancement opportunities become evident: greater retention rates; brand loyalty; revenue growth; margin protection; stronger pipeline; improved external perceptions; shareholder and Board trust; industry confidence. The list goes on.


Customer experience is becoming more strongly recognised for the value it adds to business performance. Businesses are now understanding customer experience touches every part of the business: from the moment a person interacts with the brand online, approaches the building or office entrance, the way they travel through the website or use the building’s spaces, right up until they leave. Every interaction that user has with the people, digital assets, spaces and equipment is influencing their experience, and ultimately their decision to return.

But how can businesses go about identifying and improving customer experience? At Interserve, a key part of our customer-centric culture is to develop our own people to become Customer Experience Practitioners. And as an extension to this, we also offer the same to our clients. Express your interest in our next Practitioner programme. 

We see the clear benefits of a partnership that speaks the same language, moves through a journey together and mutually experiences the positive improvements. But above all, it’s about developing people to deliver better at every touch point; to support them in understanding the role they play in influencing a person’s experience; and to offer them the tools and resources to take customer experience for their business to the next level.

We’ve invested in our own in-house customer experience team – a team of experienced and passionate individuals that together, have developed our own Customer Experience Practitioner programme. They take the programme on the road to support our people and clients across the UK. 

Talk to our customer experience practitioners today. 


Setting standards in any environment

Whether we’re supporting charities to improve the experience for their donors; or universities for their students; NHS professionals for their patients and consultants; energy providers and travel companies for their customers; media giants for their people - customer experience touches every sector and every service. 

Central government

Transforming service delivery across Central Government and focusing on the wider benefits for the local community, economy and environment.

Corporate buildings

Transforming corporate spaces to drive maximum value from property and assets, while ensuring the end-user needs are met.

Critical environments

Ensuring business continuity through specialist data centre services and critical environment support.


We identify, design and implement innovative, pragmatic, responsive and adaptive solutions across the UK’s defence estates.


Improving educational outcomes for pupils, staff and communities through innovative, sustainable and cost-efficient FM solutions.


We partner with acute and mental health NHS trusts and primary care providers to help reduce costs and drive efficiencies through FM.

Local government

Working closely with councils to tackle problems, transform communities and change lives while reducing costs.


Delivering efficient FM, asset management and critical works expertise to the manufacturing industry to ensure business continuity.

Regulated industries

Our FM service solutions ensure working environments are safe, secure, clean and compliant while maintaining maximum efficiencies.


Enhancing retail environments to drive footfall, maximise dwell time, achieve cost efficiencies and engender brand loyalty.


We’ve been transforming the passenger experience across the transport sector for over 30 years through innovative and sustainable services.


Our thought leadership and latest insight offers views and expertise across blogs, case studies, research papers, media articles and videos. So have a look through and get in touch today to talk more. 

Self-delivering FM solutions

Ingenuity House is our regional head office in the Midlands. It showcases our best-in-class self-delivery capability for facilities management solutions. The building ...

Driving Customer Experience improvement

Shenay Akif is a Customer Experience manager with Interserve and she is passionate about the role the company plays in delivering excellent customer services.

Successful account improvements leads to contract extensions

Interserve has provided Facilities Management (FM) services for Eaton since 2015 and because of successful delivery the contract was extended by three years in 2019.



Edinburgh Zoo praises Interserve for support during ...

July 16th, 2020

Interserve has been praised as a roaring success for the work undertaken at the Royal Zoological Society of Scotland’s Edinburgh Zoo during the COV...

Interserve contributes to fund for monument to comme...

July 6th, 2020

Interserve has made a generous donation to help pay for a monument to commemorate key workers at Russells Hall Hospital in Dudley.

Headteacher praises Interserve for supporting school...

July 2nd, 2020

Interserve has been praised by St Thomas More Catholic Secondary School for delivering excellent cleaning and facilities management services throug...



Interserve is committed to protecting and safeguarding your personal data. Please visit our Privacy Policy to find out how your data is used.

*denotes mandatory field

There was an error submitting the form. Please try again.

Thank you for your message. We will be in touch soon. In the meantime, why not have a look at our Insight hub for our latest thought leadership, or see what other FM solutions we offer. You can also stay up to date on our news and activities on Twitter and LinkedIn.

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