Feedback That Protects Your Contracts
Real-time service user feedback across every site you manage.
Spot problems before your client does. Walk into every performance review with evidence, not anecdotes.
ViewPoint is a global feedback platform used by facilities management providers to capture service user feedback across multi-site contracts — including Mitie’s rollout across NHS hospital sites.
Feedback from patients, passengers, visitors and staff flows into one platform, structured around your contracts, ready for client reporting.
Facilities managers use operational insights across:
Healthcare FM — cleaning, catering, portering and patient environment across hospital estates.
Transport hubs — stations, interchanges and passenger facilities.
Corporate and public estates — workplace services, front of house, washrooms.
Total FM contracts — one platform across every service line, one report for the client.
Price gets you shortlisted.
Perception decides whether the incumbent keeps the contract.
When an incumbent loses a re-tender, the scoresheet says price. The real story usually started much earlier — a client hearing complaints and seeing no visible response. By the time dissatisfaction shows up in a KPI report or a contract review, the narrative has already formed.
ViewPoint moves your visibility upstream. Feedback captured at the point of service — the ward, the concourse, the washroom, the reception desk — reaches your contract managers in real time. You act while it’s still an operational issue, not a relationship issue.
One platform, structured like your business
Your ViewPoint Hub account mirrors how your contracts actually work: client, contract, site, service line. Each contract is its own Node — its own surveys, its own reporting, its own access permissions.
Contract managers see their sites and nothing else. Divisional directors compare performance across contracts. And your clients can be given direct, read-only access to their own results — nothing builds trust in a partnership faster.
Win a new contract? Add a Node. Lose one? Remove it. Your feedback infrastructure scales with your order book, not against it.
Alongside your CAFM, not instead of it
Your CAFM and helpdesk systems tell you what jobs were logged and closed. They can’t tell you how the service felt to the people using it. ViewPoint adds that missing layer — the service user’s voice — alongside the operational data you already run on, so a clean job-completion record and a declining experience score can’t hide from each other.
Case Study: How continuous feedback helped build contract confidence
Peacocks Medical Group replaced manual feedback processes with real-time insight, creating a trusted evidence base used in contract reviews, quality discussions and ongoing performance management. Five years of consistent data now helps demonstrate service quality and strengthen partner relationships.
“Now we pull the data, run it through our reporting, and present it to the trust partners. It’s become routine, which probably says a lot about how embedded it is — but the ability to evidence quality this consistently is something we don’t take lightly.”
Evidence that stands up in the monthly review
Every FM provider tells their client service is improving. Very few can show it.
Site-level trend reporting — satisfaction by site, service line and time period, ready for your client reporting pack.
Response-rate context — every score shown with its sample size, so the numbers survive scrutiny.
Verbatim analysis with Scotty AI — what service users actually said, categorised and summarised, not a spreadsheet of raw comments nobody reads.
Before-and-after proof — when you fix something, the trend line shows it. That’s the slide that wins the extension.
Contact our team
Talk to us about getting more operational insights from your service users
Feedback from everyone, not just the confident
FM services are judged by patients, passengers, visitors and staff — many of whom will never fill in an email survey.
Pulse kiosks capture feedback in seconds at the point of experience — no app, no login, no barrier.
QR codes capture the voice of people on the go just scan the code and answer a quick tap survey.
Info screens embed surveys so you can use the technology already on site.
Multilingual surveys as standard.
We deliver feedback in any language— because the people using your services don’t all speak English, and their experience counts in your KPIs just the same.
Accessible by design, so every service user can take part.
Read:
Why Real-Time Feedback Matters: Capturing Insights When They Count
Facilities Management Feedback FAQs
FM providers collect service user feedback through kiosks placed at the point of service, QR codes on-site, and online surveys. ViewPoint combines all three in one platform, so feedback from a hospital ward, a station concourse or an office reception flows into the same contract-level reporting.
Yes. ViewPoint Hub supports read-only client access scoped to their own contract, so your client sees live results for their sites without touching anyone else’s data. Shared visibility turns the monthly review from a debate about perception into a conversation about the numbers.
ViewPoint runs alongside CAFM and helpdesk systems rather than replacing them. Operational data tells you what work was done; ViewPoint tells you how the service was experienced. Reports export for use in your existing client reporting packs. API integrates your data right where you need it.
ViewPoint delivers surveys in the languages your service users actually speak. Current hospital deployments include Portuguese, Polish, Romanian, Urdu and Punjabi alongside English. Individual contract chose the languages that make most sense to their audience.
ViewPoint is priced by Node, and a Node can be a contract. Each node gets its own surveys, reporting and permissions. When you win a new contract you add a Node; when a contract ends you remove it — so cost tracks your order book.
Complaints capture the angriest one per cent. Point-of-service feedback captures the everyday experience of everyone else — including the quiet dissatisfaction that never becomes a complaint but shapes how your client’s stakeholders talk about the service. That’s the early warning complaints data can’t give you.
Example Questions for Facilities Management Performance Surveys
The most valuable FM feedback programmes combine service ratings with operational insight, helping teams understand not only what is working, but where attention is needed.
Facilities management teams often ask:
How satisfied are you with the overall quality of our facilities management service?
How well are we meeting agreed service standards and expectations?
How would you rate the communication and visibility of our service teams?
How quickly are requests and issues being addressed?
How effective are we at preventing recurring problems?
What is one thing we could do to improve the service we provide?
These questions give FM providers a clearer view of service performance across sites, helping identify trends, celebrate successes and address issues before they impact customer relationships.
See it structured around one of your contracts
Bring a contract — we’ll show you how it would look in ViewPoint Hub: sites, surveys, permissions and the client reporting pack.
