Putting the customer first
At 14forty, we’re proud to announce the launch of our new Customer Promise, an initiative designed to set new standards in service excellence, inspire customer loyalty, and reinforce our unwavering commitment to putting the customer first.
This promise represents our ambition to make every moment matter for our clients and customers, ensuring that every interaction reflects our dedication to delivering exceptional experiences.
Building on a legacy of expertise
As part of Compass Group’s global network of brands, we draw on over 75 years of food service heritage, innovation, and expertise. With customer satisfaction scores already exceeding 90%, our commitment to excellence has long been recognised. Our Customer Promise is our next step in raising the bar even higher.
A company-wide commitment
To ensure this promise becomes part of our DNA, we’ve rolled it out to every level of the business through a nationwide series of roadshows. These sessions provided an opportunity for all colleagues – from leadership to on-the-ground teams – to understand and embrace the principles that underpin our promise.
We will measure the impact of this initiative through:
- Customer satisfaction scores, to reflect the value we bring.
- Colleague feedback via the Your Say survey, ensuring our teams feel empowered and aligned.
- Sales and participation improvements, showing how our promise resonates with customers.
The four pillars of our promise
Our Customer Promise is built on four key pillars, each reflecting a core value of our service:
- Boost Performance – Helping our clients and customers succeed in their goals.
- Deliver a Great Experience – Creating positive, memorable moments.
- Look After Wellbeing – Prioritising health, happiness, and balance for all.
- Protect Our Future – Committing to sustainability and long-term value creation.
Our Customer Promise is a commitment to action by setting clear expectations, delivering trust-inspiring experiences, fostering loyalty, elevating every interaction, and continuously striving to enhance customer and client satisfaction.
Taking customer experience to the next level
Morag Freathy, CEO of Compass Group UK & Ireland B&I, said:
“We always put our customers at the heart of everything we do and that’s why the Customer Promise is so important to us. Helping us take the customer experience to the next level by making every moment matter – through the food and environment we create.
It challenges us to ensure we are consistent, reliable and caring – and able to look at the business through the eyes of our customers, making it easy for them at every step of the journey. The engagement from our people has been outstanding and it’s a promise that we are all determined to live up to.”
Food at the heart of the experience
Ryan Holmes, Culinary Director at 14forty, added:
“Great food is fundamental to us at 14forty and we want to deliver a ‘foodie’ experience for our customers. That means creating amazing, nutritious recipes that are made with care and delivered with love. It is about how we talk about food, how we interact with our customers and how we serve it.
For both our front and back-of-house teams, it means working together to achieve the same goal: making every customer happy so they choose to spend their break with us.”
Making every moment count
Our Customer Promise is a bold declaration of what we stand for at 14forty. It reflects our dedication to excellence and our drive to consistently exceed expectations. By making every moment matter, we aim to inspire confidence, loyalty, and satisfaction – setting a standard that defines us and benefits everyone we serve.