These case studies highlight how Future Forma’s independent tenant insight supports stronger decision-making, improved performance and long-term asset value.
Turning tenant feedback
into trusted insight
Client objective
A leading owner-manager of a multi-billion-dollar industrial and logistics portfolio sought a clearer, more reliable understanding of tenant sentiment. Previous internally managed surveys delivered low participation and limited confidence in the results.
Approach
Future Forma implemented a structured, independent tenant engagement program designed to encourage open feedback and increase participation across the portfolio.
Outcome
Response rates quickly exceeded 50 percent and now consistently sit above 70 percent. The larger, more representative dataset provided a clearer and more accurate picture of tenant sentiment.
Impact
With greater confidence in the data, the client reduced blind spots and strengthened investment decision-making. Independent, representative insight now supports a more responsive approach to tenant needs and long-term portfolio performance.
Tenant sentiment risen by an average of1.5%
0.5%Outperforming the broader market
Tenant response rates consistently above80%
A decade of consistent out-performance through tenant insight
Client objective
A leading owner of prime-grade office assets aimed to strengthen tenant relationships and support continuous performance improvement across its portfolio.
Approach
For more than ten years, Future Forma partnered with the client to deliver independent tenant insight and track sentiment over time using benchmarked market data.
Outcome
Tenant sentiment improved by an average of 1.5 percent per year, outperforming the broader market’s 1.0 percent annual uplift as measured by the Tenant Sentiment Index (TSI). Response rates remained consistently above 80 percent throughout the engagement.
Impact
The portfolio moved from performing 5 percent above the industry benchmark to 11 percent above it. Sustained engagement and trusted insight helped reinforce market leadership and long-term asset performance.
Turning decline into
sustained progress
Client objective
A growing real estate fund manager sought to strengthen tenant relationships and better inform investment decisions across a mid-tier office portfolio.
Approach
Future Forma established a baseline of tenant insight to identify drivers of experience and performance. Early insights highlighted areas requiring attention, though limited follow-through initially constrained progress.
Outcome
After refining internal processes and consolidating service delivery under a single provider, the client was able to act more consistently on tenant feedback. Tenant sentiment improved over consecutive years, with year-on-year feedback participation rising from 53 percent to 74 percent.
Impact
Clearer insight and improved execution transformed declining sentiment into measurable improvement, supporting stronger tenant relationships and more informed portfolio decisions.
Building systematic engagement and future-focused insight
Client objective
Following a period of leadership change, an owner of A-grade office assets aimed to establish a more consistent and future-ready approach to tenant engagement.
Approach
Future Forma supported the client in implementing a structured, systematic tenant engagement program and later partnered to pilot an advanced analytics platform.
Outcome
The portfolio consistently outperformed industry benchmarks, while the introduction of advanced analytics unlocked deeper insight and improved operational efficiency for management teams.
Impact
By combining disciplined engagement with forward-looking digital tools, the client strengthened tenant relationships, improved decision clarity and positioned the portfolio at the forefront of technological change within the Australian real estate sector.
Our clients
What our clients say
Future Forma (then Campbell Scholtens) were appointed by EG to project manage the property and facilities management tender for a 250,000m2 diversified portfolio in 2022. The tender process was professionally managed in terms of documentation, communication, consultation and feedback provided to unsuccessful tenderers.
The assessment of tender responses by an experienced and independent team enabled EG to deliver the most prudent outcome to all its stakeholders.
Joint Managing Director,
Chief Investment Officer
EG
Brookfield Properties has been using Future Forma’s (previously Campbell Scholtens’) surveys since 2010 and it has become a corner stone tool that we use to assist us in measuring our tenant satisfaction, employee performance and the benchmarking of our management service delivery.
The team have a strong understanding of Property and Facilities management, tenant expectations and industry performance standards and they coordinate the survey process with professionalism and with minimal interruption to our tenants and employees alike. Their survey tool itself provides clear and precise outcomes and reports and makes it very easy to for us to benchmark our service delivery and tenant satisfaction both internally and against our ownership peer groups which in turn ensures we can target our focus on our areas of strength and the areas requiring improvement.
Head of Property & Facilities
Management / Operations
Brookfield Properties
Rest Super has been using Future Forma (previously Campbell Scholtens) for over ten years. They have been surveying our tenants in all our directly owned office assets for that period. Rest has found the results of the surveys to be very beneficial in seeking to improve our service offering.
Both the ratings and specific comments have aided Rest in its decision-making process in managing its commercial assets. The team have a detailed knowledge of the commercial office market and we have always found them to be professional in their dealings with tenants and with Rest.
Portfolio Manager,
Property Investments
