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Customer experience focus brings award to Centre:MK

Milton Keynes shopping mall Centre:MK, managed by CBRE, has won an international award for for its customer-centric culture.

The centre won the International Customer Experience Award, presented in Amsterdam last week, for its work over the last three years to deliver a distinctive and memorable visitor experience. The £50m 'Re-imagining an Icon' project saw the venue strive to encourage repeat customer visits by providing a great experience at every level.

Mystery shop surveys were conducted to independently evaluate the guest experience, as part of the project. The results recorded an increase in the centre’s customer experience rating from 64% in 2017 to 95% in 2019. Centre:MK saw a 1.13% increase in footfall in 2018, compared to a decline nationally.

Centre director Kevin Duffy says, “To be shortlisted amongst such highly regarded brands from around the world was an achievement in itself, but to win is a very proud moment for all of the Centre:MK team. The award recognises how vital it is to value, empower and engage with the people you work with. By doing so, we have created a better experience for our guests, which is reflected in the Centre:MK outperforming so many of the industry’s key performance indicators. I would like to thank everyone in my team, as well as Centre:MK’s joint owners for sharing our commitment to our people.”

Centre:MK is jointly owned by Hermes Investment Management and AustralianSuper.

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