the heart
of business
success
Securing customer satisfaction for one of the UK’s largest landlords by implementing a strategy for sustained improvement in customer satisfaction.
Specialism
CX Strategy
CX Consultancy
Recruitment
Training
Onboarding
Sector
Office
Retail
Industrial
Analysis of occupier feedback helped us to identify the experiences that were proving to be a blocker for customer satisfaction.
Our strategy focused on the governance of occupier feedback and in particular the response to it, the recruitment of a dedicated Customer Relationship Manager and investment in skills for the wider property management team with CX training.
Since the launch of our CX strategy, overall occupier satisfaction has increased by +22% over a four-year period. Achieved market-leading levels of occupier satisfaction in the retail and premium offices sectors.
Bewonder* were a finalist in the 2023 International Customer Experience Awards for Best CX Strategy.
