RealService.
We’re redefining customer experience, stakeholder engagement & destination activation in the built environment.
At RealService, we help ambitious real estate businesses put customer experience at the centre of their strategy—so you can increase customer retention, lease faster, activate places with confidence, and elevate performance across your portfolio.
Our survey insights, benchmarks, training, and expertise give you the tools and know-how to understand what your customers truly value and to deliver experiences that set your assets apart.
Elevating your customer experience to power superior real estate performance.
Find out why.
We are trusted by 100+ clients across the UK, Europe and North America
Including many of the largest global asset managers of office, retail, residential and industrial real estate.
100+ clients
•
25 years experience
•
22+ languages
•
100 NPS
•
100+ clients • 25 years experience • 22+ languages • 100 NPS •
“We help you see what your customers see — and act in real time”
We use interviews, surveys, journey mapping, mystery shopping and social listening to reveal what people really experience across your assets, and why. We benchmark you against the rest of the industry so you’ll see just how you compare, and design a customer experience strategy that’s ambitious but achievable.
Why RealService?
Unbiased & Independent
We sit entirely outside the brokerage ecosystem, so our insights are independent, commercially neutral, and unfiltered by incentives. You get a clear, honest picture of what’s really happening.
Real Estate Fluency
We’re real estate people first. We understand what you care about and what actually drives your returns.
Deep CX expertise
Founded in 2000 by Howard Morgan, the leading voice in built environment customer experience. Now led by Chenai Gondo - an ex-McKinsey and ex-British Land Strategist.
Human Edge
30+ experts, 20+ languages, 50+ years of combined experience. Real people. Real conversations. Real insight.
Proprietary Software
Powered by RealService Quest ® - our proprietary software platform
Diverse by Design
Our team reflects the diversity of society itself — across generations, ethnicities, and lived experience. From leadership to front line, we bring perspectives that mirror the people who live, work, and visit your spaces. This ensures our insights capture the full spectrum of customer reality, not a narrow slice of it.
Unrivalled Benchmarking Data
All research is driven by our RealService ® Customer Experience Index. We’ve interviewed 60,000+ senior real estate stakeholders over 25 years
Discreet
We operate with absolute professionalism. Our mystery shopping is discreet, respectful, and designed to enhance—not disrupt—your operations, and always with your reputation in mind.
AI Power
AI supercharges insights from our uniquely human conversations. Our practical AI tools provide customer sentiment analyses using millions of data points from our proprietary database.
“Worried about empty space? RealService will assess and improve your leasing processes, leaving no stone unturned.”
“We listen at every level — from the C-suite to the street“
“We make your places part of the vibe, not just the postcode”
We design and deliver purpose-driven destination activation at the intersection of sustainability and culture. Along with managing social media across all platforms, we arrange pop-up events, inspirational speakers, volunteering and community engagement activities, cultural and educational experiences, events for all ages and abilities. Marketing with — and for — purpose
