British Council for Offices


The Occupier Group of the BCO, comprising the real estate directors of leading corporate occupiers like PwC, BT and WeWork, was looking for a partner to conduct pioneering research into the gap between customer expectation and delivery in the UK office sector. RealService was selected based on our track record of research, insight and consulting and ability to deliver to tight timescales.



RealService devised a research methodology comprising interviews, focus groups and workshops which identified the reasons for the misalignment of interests between owners, managers and occupiers.

Our hard-hitting report Building Performance: Rethinking the relationship between owners, managers and occupiers, contains a 10-point action plan which has been instrumental in accelerating the pace of change in the sector.

Subsequently, the Occupier Group commissioned further reports in 2017 and 2019.

Office Service Standards and Customer Experience  (2017) was a best practice guide while The Customer Experience Revolution – Closing the Skills Gap (2019), which discusses the role and skills required for tomorrow’s property manager, has also had a major impact.


The reports are widely referenced and used by practitioners and in teaching. We have presented the findings of each report at sessions across the UK.