Macro takes home a customer service gong at BIFM

Macro was a winner at this year’s BIFM Awards, taking home a trophy in the ‘Impact on Customer Service’ category, for its work on the Emirates Air Line.  

The annual awards ceremony – which acknowledges the best FM industry success stories each year – took place on Monday 9 October at the Grosvenor Hotel in London.

Macro was first awarded the Emirates Air Line contract in 2012. It was clear from the beginning that in order to succeed as both a transport mode and a tourist attraction at the same time, customer service at the Emirates Air Line needed to be second to none. 
                                            
The team recognised that the aim should be to deliver a fantastic guest experience, not just a customer service. 

A ‘Guest Experience’ team was created, comprising specifically trained individuals who meet regularly to explore initiatives to improve customer satisfaction for the Emirates Air Line. 

In order to measure their performance, the team also collate feedback from 100’s of guests a week, adjusting the guest experience on a daily basis where necessary. 

In June this year, it was announced that Macro was successful in retaining the contract with Transport for London. The team was awarded a new five year contract and are looking forward to continuing to deliver a high standard of customer service. 

Stacey Smith, Portfolio Director for Macro, said: 

“The Emirates Air Line is a unique contract, and our team works extremely hard to deliver a five-star customer service to every guest. It is wonderful to receive this recognition for the commitment they show day in and day out.”  
                               
Ross Abbate, Global Managing Director for Macro, said: 

“The team at the Emirates Air Line are true professionals – delivering exceptional customer service every day, to every guest that uses the cable car. To be recognised by the industry is a great achievement, and demonstrates the Macro Impact we bring to our clients.”