Customer Insight.

“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.

Insight Surveys

Gain actionable insights from expert, in-house researchers to enhance customer satisfaction and strengthen your Reputation, Retention, and Revenue.

As a landlord or property manager, understanding what your customers need both today and tomorrow is key to staying ahead. Early insight into potential issues helps you act before small concerns become big problems.

At RealService, we never outsource our research. Every project is handled by our multi-lingual, in-house consultants, who receive ongoing training and are fully briefed on your objectives—ensuring insight that’s accurate, relevant, and uniquely tailored to your business.

Learn more about the importance of customer feedback

Customer Experience Strategy

Transform your customer experience and sustainability strategy into award-winning, loyalty-driven experiences that deliver lasting value.

We help real estate businesses design and deliver customer experiences that drive loyalty and long-term value. Acting as your strategic adviser, coach, or facilitator, we guide you in creating a clear CX vision, strategy, and implementation plan.

Our work with Transport for London Commercial Development helped them win the UK Customer Satisfaction Strategy Award (2021) from the Institute of Customer Service.

By combining our CX expertise with our ESG engagement approach, we help you turn your sustainability agenda into experiences your customers can connect with and champion.

Learn more about the importance of CX: Why need a customer experience consultancy

Our Customer Experience Services

  • Customer Insight Surveys

    We conduct telephone, video or in-person interviews with your stakeholders. We support you along the entire journey from questionnaire development through to presenting the results and guiding you through the next steps.

  • Brand Perception Studies

    Do you know how your customers and stakeholders really feel about you? Like in our Harworth case study, if feedback is positive, that’s great and if not, we’ll help you develop strategies to turn it around.

  • Pulse Survey

    These short email surveys provide quick insights into specific areas of interest. They’re perfect for tracking improvements after a Customer Insight Study or gauging occupier sentiment on topics like sustainability, amenities, or maintenance.

  • Best Practice Audit

    Our Launchpad tool lets you assess how close you are to best practice in customer experience either through self-assessment or with our help.

  • Post Occupation Studies

    How was your new occupier’s move-in experience? Was it smooth and efficient? We can support you in ensuring a trouble-free start and building loyalty from day one.

  • GRESB Point Surveys

    We helped GRESB form the CX and stakeholder engagement guidance for their annual assessment . We've supported GRESB members across Europe in earning top scores and gaining valuable insights.