The Brief

Cromwell operates a “Tenant is King” philosophy and believes that good tenant relationships are the foundation of its business. One of the primary goals of Cromwell’s asset management team is to understand the needs of customers.  RealService were asked to conduct an occupier satisfaction study amongst Cromwell Property’s largest customers in Europe and, following that, to conduct a one-day workshop with key internal stakeholders.


Our Approach 

Our in-house research team interviewed key tenants identified by Cromwell across their European portfolio. These were given in Dutch, Italian, Spanish, German and French. Cromwell were able to see transcripts in real time throughout the process, at the end of which RealService delivered a statistical report.

Following the report, RealService designed and facilitated a workshop for 13 key Cromwell stakeholders, who travelled from all over Europe to attend.


The Impact

RealService understood perfectly what we wanted, which was very important as it was the first time we had carried out this type of survey. We were guided really well, and the overall experience was very positive.

After the project we organised a management conference where RealService were able to go into more depth around the importance of customer satisfaction. That was a great day and added extra value, over and above reading the report.

We repeated the exercise with RealService in 2019 and are doing so again in 2020

Ernestine Visser
Marketing Manager Cromwell Property Group


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