RealService ® Customer Experience Benchmark.
The RealService Customer Experience Index gives you a clear view of how your customer experience compares across the real estate sector. Built on insights from more than 60,000 customer interviews across office, retail, industrial, mixed-use and residential assets, it is a leading independent customer experience benchmark for real estate.
By comparing your performance with industry peers, identifying the drivers of loyalty and advocacy, and highlighting opportunities for improvement, the CX Index provides the insights you need to make informed decisions, strengthen customer relationships, and deliver measurable commercial impact.
Learn how we can benchmark your study results against your peers.
Real estate customer experience benchmarking
Your NPS is 20.
Is that good?
A score means much more when you know how it compares. Benchmark customer satisfaction and loyalty against relevant real estate peers, then see where to focus your efforts.
The point of benchmarking
A score is a start. Context makes it useful.
You might know your NPS, your overall satisfaction score or how one building compares with another in your portfolio. The harder question is how that performance compares with the wider market, and what your customers are telling you to change.
Know where you stand
Compare results with relevant peers by sector, location and area of service, where sufficient comparable data is available.
See what drives loyalty
Understand which parts of the customer experience are shaping satisfaction, recommendation and the likelihood of renewal.
Focus investment
See where you lead, where you fall behind and which improvements deserve attention first.
What the comparison looks like
See your score in context.
A single score does not tell you how far ahead or behind you are. A relevant benchmark can reveal the difference, while customer comments help explain it.
See where you stand against the market
“The building team is responsive, but updates on maintenance could be clearer.”
How it works
From your data to a meaningful comparison.
Start with what you have
We review your existing customer feedback and measurement approach. If you do not yet have suitable data, we can design a customer survey as part of your programme.
Compare like with like
Our team checks definitions, questions and data quality before including results in a benchmark. We select comparisons that fit your assets and objectives.
Put insight to work
Explore your results in Quest®, track changes over time and work with RealService to interpret what the findings mean for your strategy.
The peer group and level of detail available depend on the comparability and volume of data. We agree the approach with you during onboarding.
RealService Customer Experience Index®
A real estate benchmark, built on real customer insight.
RealService has conducted more than 60,000 customer interviews across office, retail, industrial, residential and mixed-use property. Our index brings together relevant quantitative and qualitative insight to help owners and managers understand their performance in context. Your data is anonymised in the wider benchmark.
Talk to RealService
Find out where you stand.
Tell us what you already measure and what you would like to compare. We will help you identify the right benchmark and the best starting point for your portfolio.
Talk to us about your benchmarking options