Case Study: phs Compliance achieves real-time customer feedback and rapid issue resolution with Customer Thermometer

Putting customers at the heart of phs Compliance’s service

phs Compliance, a leading UK provider of property and facilities management services, needed a better way to measure and protect its customer-centric service model. Operating without long-term contracts and delivering millions of compliance inspections across tens of thousands of sites, the company required fast, reliable feedback to delight and retain clients in a crowded market—so it selected Customer Thermometer’s 1‑click survey solution to get closer to customers and track experience in real time.

Customer Thermometer’s embedded 1‑click surveys were rolled out across outbound customer service emails, order intake, planning, follow-up, credit control and via PDAs handed to customers on site; phs Compliance also added internal use for engineer onboarding. The vendor’s tool delivered immediate, actionable feedback, triggering prompt responses to “red” scores (teams now call within a day) and helping resolve issues quickly so customers feel heard. The platform’s ease of use has driven broad adoption and been extended into marketing and internal programs, proving to be a game-changer for phs Compliance.

phs Compliance

Emily Vernon

Joint Managing Director