GetLiving, the award-winning Build to Rent owner and rental management company, at East Village, Stratford E20, set out to make renting refreshingly straightforward and simple. They also brought a radical new approach – remunerating staff and awarding bonuses based on customer satisfaction rather than traditional transaction-based commission.
With so much at stake, the customer feedback needed to be independent, continuous, trusted and of high quality. RealService was selected to design a Voice of Customer programme that would track how well they were succeeding in their goal.
A mix of personal telephone interviews and web survey was introduced to capture feedback and measure satisfaction on a range of topics. These included the renting process, property management, contracts, viewings and overall experience. RealService developed a suite of bespoke reports which provide GetLiving with the monthly management information they need and saving them time in compiling this in-house.
The result was a ground-breaking system of gathering resident feedback on a continuous basis at key events in the relationship lifecycle including upon new letting, mid-term, renewal and exit. The RealService Voice of Customer approach enables Get Living to continually fine-tune their service offer with team members motivated by the opportunity to be immediately rewarded for delivering a great customer experience.
The wealth of customer experience data gathered is enabling GetLiving, working with RealService consultant Dr Danielle Sanderson, to use “big data” analysis to identify trends and explore the link between the experience it gives and the performance it achieves in terms of new lettings, renewals and corporate reputation.