The heart of
business success
Customer Experience
RLAM
Securing customer satisfaction for one of the UK’s largest Landlords by implementing a strategy for sustained improvement in customer satisfaction.
CX STRATEGY
CX CONSULTANCY
RECRUITMENT, TRAINING
ONBOARDING
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.
RESULTS
- 22% increase in overall occupier satisfaction over a four-year period
- Market-leading levels of occupier satisfaction in the retail sector
- Market-leading levels of occupier satisfaction in premium offices
- Finalist in the 2023 International Customer Experience Awards for Best CX Strategy
