At RealService, we specialise in turning occupier feedback into actionable insights that drive satisfaction, retention, and asset value growth. Here’s why leading property owners and managers like GPE, Shaftesbury Capital & Cadogan trust us with their customer experience (CX) research:
1. Experts in Customer Experience Research
We bring decades of experience in real estate and customer experience, designing surveys and conducting interviews that uncover what really matters to occupiers. Our expertise ensures that every question is relevant, insightful, and aligned with your business goals.
2. Independent and Credible
As an independent partner, we create a safe space for occupiers to provide honest feedback. Our neutrality builds trust and delivers data you can rely on—backed by the RealService Customer Experience Index industry benchmarks for clear performance comparisons.
3. Tailored Surveys, Meaningful Insights
We know that no two portfolios are the same. That’s why we customise every survey to reflect your priorities—whether that’s hybrid working trends, amenities, or property management service delivery. Our approach eliminates bias and delivers insights you can act on.
4. Beyond Data—Deep Analysis
At RealService, we don’t just collect feedback; we analyse it. From identifying patterns in the data to uncovering emotional drivers in open-ended responses, we deliver insights that go deeper and highlight opportunities for growth.
5. Practical Recommendations, Not Just Reports
We turn insights into action. Our team provides clear, practical recommendations to help you enhance customer experience, increase retention, and improve operational performance.
Our reports are designed for impact—giving your leadership team the insights they need to make informed, strategic decisions. We also help you track progress with measurable KPIs to ensure lasting improvements.
7. Building Trust and Stronger Relationships
We know that great customer experiences start with trust. Our surveys show occupiers that their voices matter and demonstrate your commitment to listening, acting, and improving.
8. Raising Your Market Profile
Customer experience isn’t just a priority—it’s a competitive advantage. Our insights can help you showcase your success, whether that’s through internal improvements or industry recognition, such as the new BCO Customer Experience Award.
9. ESG Governance
Our customer survey metrics are recognised by GRESB (Global Real Estate Sustainability Benchmark) because they help members improve the social dimension of ESG. Specifically, evidence of occupier satisfaction and successful engagement in sustainable and responsible property management can increase your GRESB score.
10. Value for Money
How much would it be worth to you to know that one of your occupiers was looking to expand their presence at your building, or perhaps to get early warning of their likely defection? Perhaps they have a complaint about the service they receive but thought it pointless to complain. Its no wonder that our clients regularly score the value for money of our service as “excellent”.
Ready to Elevate Your Customer Experience?
Contact us today to learn how we can help you transform occupier feedback into actionable strategies to drive the 3 R’s of real estate – revenue, retention and reputation
Louise Freethy
CEO – RealService
