The Brief

SEGRO, a pan-European Real Estate Investment Trust (REIT) and a leading owner, asset manager and developer of warehousing and light industrial property is one of our longest-standing clients. SEGRO had the bold ambition to ‘create the space that enables extraordinary things to happen’.

To achieve this, SEGRO needs an extensive and continually evolving Voice of Customer research programme to connect and engage with customers at key stages in the customer journey. The feedback is required to inform improvements to products and service levels.

 

Our Approach 

RealService developed a customer feedback programme to provide powerful insights into how customers feel about the SEGRO business. Our team of multi-lingual researchers conducted interviews each year with around 300 major occupiers across the UK and Europe in warehousing, distribution, office and logistics sectors.

It’s essential that RealService feedback is immediately actionable and this is achieved through our QUEST client portal which feeds the latest customer intelligence to the chief operating officer, asset and property managers on a daily basis.

RealService has helped SEGRO to develop a detailed understanding of the drivers of customer satisfaction and helped to devise a series of workshop sessions which bring SEGRO teams together to plan actions in response to customer feedback.

 

The Impact

SEGRO built a reputation as a leading customer-focused property provider having used the results of the RealService Voice of Customer programme to complete a successful cultural change programme over many years. The programme’s results are used extensively in external communication to investors and analysts, ensuring customer experience remains high on SEGRO’s business agenda.

We see our customers as partners, and we value the relationship we have with them by regularly monitoring this through the RealService Customer Feedback Programme. This feedback is an essential tool in our business.

SEGRO spokesperson

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