Insight

Leading the way with retail services

In 2013 intu created the retail services team to bring all frontline staff working in our centres in-house, delivering a complete facilities management service. The decision was part of our wider strategic rebrand and reflected our desire to take greater control of the customer experience within our centres and to ensure a clear demonstration of the intu values. We now have over 2,000 intu employees delivering the day to day operational and facility management service across the intu portfolio.

Our people are at the centre of everything we do, the passion and enthusiasm demonstrated by our staff are one of the key reasons that we consistently receive such high Net Promoter Scores (NPS), through ‘Tell intu’ our customer feedback system. 

Our commitment to investing in our people has been demonstrated both internally through continued year on year increases in employee engagement, which is significantly higher than industry standards, and with recognition through Investors In People (IIP) accreditation, with all of our centres being certified at Gold in 2017.

To consistently deliver on our vision of delivering a compelling experience to our customers that makes them smile, it’s essential that we recruit people into the business who share and live the intu values. We focus on delivering a first class induction and on-going training to all our staff and believe that this continued investment in our people is one of the key reasons why we have seen such high retention of staff. Our sector leading operational delivery is also recognised externally through winning the overall award for best performing business at the shopping centre industry awards, Sceptre, for the last two years.

The impact of this approach is not just limited to having lots of happy customers. It also makes great business sense too, as we can demonstrate a direct correlation between the NPS score and an increase in dwell time and ultimately the level of customer spend within our retailers.

One of the reasons that we’ve been able to achieve so much to date, is as a result of the extensive knowledge and experience that our central 'centre of excellence' support service team brings, providing support and guidance to the centre management teams on a day to day basis, whilst also driving forward with a variety of key projects that will ensure that intu continues to lead the way in delivering a great customer experience in the shopping centre industry in the years ahead.