ISS retains position as the top FM brand

Having further improved on last year’s results, we are delighted to have this year gained top position in two more categories - ‘most innovative’ and the ‘most visible in the market’. This is in addition to again being voted the ‘Top Service Provider’ and named ‘most customer focused’ and the ‘best value for money’.

The 2018 Brand Survey by i-FM, which is the largest of its kind in the industry, gives a valuable insight into perceptions across the UK FM industry. Survey participants provide a good representation of the UK industry as a whole with the majority working for service providers as well as solid input from in-house FMs. All regions of the country are covered; and individuals’ experience spans a broad range from one year to more than 30 years in the industry.

This year’s analysis considered the ‘top ten’ companies in five categories, all focused on multi-service providers. This was supplemented with a look at leading brands in the cleaning, catering and security sectors. How the concept of brand is rated as a factor in decisions about contracts was also investigated. 



Report Highlights

Showing some interesting changes and key shifts within the industry, the report also highlighted: 

• Whilst brand is important when making contract decisions, four other factors – the skills on offer, the company’s reputation, the price proposed and references demonstrating relevant experience – were rated more highly
• When asked to describe in one word the future of FM, the words most frequently used, in order of frequency, were ‘people’, ‘innovation’ and ‘workplace’ and the most commonly referenced theme was data/digital/smart/technology
• Taking your brand for granted and assuming that it will look after itself is a risky strategy – especially in this changing and uncertain period. A well thought through communication strategy has never been more relevant

Summing up the results, Matthew Brabin, CEO of ISS UK & Ireland, commented: “This is the second consecutive year we have achieved the top ranking in the independent brand survey run by i-FM. I’m absolutely delighted by the result which is a positive reflection of all that we strive to achieve for every single one of our stakeholders – from our customers and investors to our all-important great people at ISS. The overall focus as always is to become the World’s Greatest Service Organisation. Our brand and adherence to the core principal of Service with a Human Touch enables ISS in the UK & Ireland to remain top of the league. It is this focus on the development and enhancement of our most important asset – our people - which creates constant innovation, providing great service and delivering value for money to our clients. This combination is proven to provide ISS with the critical edge to remain successful in the business world.”

Richard Sykes, Regional CEO for Northern Europe, added: “We are extremely proud to be voted the top service provider within the FM industry in the UK for the second consecutive year. It is particularly encouraging to see us ranked ‘most customer focused’, as our focus is first and foremost on bringing our customers’ culture and strategy to life in the workplace. This result underscores the success of our self-delivery model – a strong combination of standard processes and empowered people – and how it continues to bring value to our customers.”

Whilst there are still ongoing challenging times for the FM industry overall, ISS continues to work hard to provide the very best for our customers.

Click here to read the full report.