Carter’s Property and Facility Management Team Exceeds Expectations

By: Holly Hughes, executive vice president and chief administrative officer, Carter

Our Property and Facility Management team has a long track-record of excellent customer service. With more than 25 million square feet under management spread across 11 states, we help clients increase asset values and reduce costs. Our 350 associates deliver industry-leading management standards to each client.

Carter helps clients minimize their impact on the environment while realizing significant cost savings. We manage more than 5.5 million square feet of Energy Star Designated buildings and have benchmarked our entire eligible 25 million square-foot portfolio for Energy Star certification, which will result in a 30 percent decrease in energy consumption by 2012.

Each year we hire a third party performance management consulting company to administer a customer satisfaction survey throughout our portfolio. Scores below 100 percent do not meet the customers’ expectations; whereas scores above 100 percent exceed customers’ expectations. In 2010, Carter’s portfolio-wide customer satisfaction average is 115 percent. Our highest score was 123 percent which is significantly above the national benchmark of 109 percent. Further, every year for almost the last decade, Carter’s satisfaction ratings have exceeded the norm.

As executive vice president for Carter’s Property and Facility Management group, Holly is responsible for all property management operations for third party clients as well as for Carter-owned real estate. Under her leadership, Carter’s Property and Facility Management business has increased 72 percent. Overall, customer satisfaction rates hover over 99% and numerous programs and tools have been developed to ensure superior management services. As chief administrative officer, Holly provides leadership to Carter’s Human Resource, Risk Management, Insurance and Charitable Giving programs. Holly joined Carter in 1997. Prior to her promotion to vice president in 2000 and executive vice president in 2005, Holly managed various properties and facilities totaling more than three million square feet.

Competitive Comparison - PFM Scores 2003-2010 2010 Customer Satisfaction Levels

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