We measure the tenant customer experience, benchmark against our market indices and provide guidance to improving that experience. This is typically undertaken by way of annual surveys (online and by interview) and can be applied to different asset classes including commercial, logistics and retail. Our process allows us to quantify improvements in service delivery.

Clients also use the survey results to measure performance against key performance indicators for staff and contractors, prioritisation of operational and capital expenditure, and to meet GRESB requirements for independent tenant customer surveys.

In addition to surveys, we are able to assist clients with infrequent tasks – such as tendering of property and facilities management services – where independence and market knowledge is likely to enhance the delivery of outcomes to all stakeholders.

Given the comprehensive nature of our surveys, we suggest projects be undertaken annually. This allows time for insights to be actioned and outcomes to be communicated to respondents. It also minimises the time requested of respondents.

Our process may be supported in some cases with pulse surveys, follow up interviews or additional actions within the twelve-month timeframe.

Our surveys are easily adaptable to portfolios or single assets. We target nominated tenant customer contacts in order to obtain the corporate view of the tenant customer experience with the asset itself and with management staff.

The vast majority of surveys are undertaken via online surveys, which seek to provide the respondent with a positive user experience. Interviews can be incorporated into the process for larger space occupiers, with the clarity and benefits that come from face-to-face (including videoconferencing) contact.

Our process seeks to maximise response rates (circa 78% for commercial offices) in order to maximise actionable insights.

Tenant customer experience with an eye for retention

We tailor an approach for each client dependent upon tenant customer, asset or portfolio requirements. We work with you to ensure the communication to your tenant customers, both prior to and during the survey process, assists to maximise responses, and therefore actionable insights.

The benefits of surveying the tenant customer experience include:

• Evaluation of performance against key performance indicators for contractors and staff
• Opportunities for staff development and identification of talent
• Ability to generate intra-portfolio comparisons, for example, by state, service provider, contractor, staff
• Determining the effectiveness of processes such as onboarding new tenant customers, management of the fitout process, and communication
• Meeting corporate governance requirements such as GRESB and investor reporting
• Asset planning such as prioritisation of operational and capital expenditure, likelihood of renewal, and changes in space requirements

We can provide consulting services associated with the tenant customer experience including:

• Project management of property and facilities management tenders and expressions of interest
• Development and independent monitoring of key performance indicators
• Assistance with and review of continual improvement programs
• Support for leasing campaigns based on survey results

• Independent project management, including:
  – Removal of inherent bias due to existing relationships; meeting board and corporate governance requirements; maintaining tenderer confidence
  – Independent critical analysis of tenderers’ capabilities, based on agreed criteria
• Identify latest industry trends and best practice on service delivery
• Achievable and measurable key performance indicators