Case Study: Provis & Khidmah boosts NPS with Renascence's complaint escalation matrix redesign

Provis & Khidmah boosts NPS to 83 and maps 183 escalation cases with Renascence

Provis & Khidmah engaged the consultancy Renascence to redesign its complaint escalation process. The challenge was to create a unified and effective complaint management and escalation strategy across its property and facility management assets, moving from an existing framework for one division to a comprehensive new system.

Renascence delivered a complete solution, designing new linear and non-linear escalation matrices with defined cases, roles, service level agreements, and priorities. The vendor's work identified 183 distinct escalation cases across 28 categories. This resulted in a significant measurable impact, increasing the Net Promoter Score across the involved assets to 83.

Provis & Khidmah