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REALSERVICE are delighted to congratulate our senior consultant and adviser Dr Danielle Sanderson on her promotion to Associate Professor at UCL’s Bartlett School of Planning.

It was when researching her PhD that Dr Sanderson proved the link between occupier satisfaction and property performance. Her thesis demonstrated that if landlords could raise customer satisfaction levels by one point on a five-point scale they could enjoy an additional 1.9 per cent in total returns.

Her PhD research used anonymised data gathered from RealService studies and confidential financial results provided by property companies keen to establish whether the link between customer experience and improved financial returns could be established.

Dr Sanderson then began a lecturing post at UCL but retained her links with RealService where she is our first port of call for advice on statistics and analysis. She is also a key contributor to the Customer Experience in Real Estate – Future Leaders Programme, which is run by Experience Makers and the Bartlett Real Estate Institute.

Howard Morgan, the founder and managing director of RealService, is also course co-director of the Future Leaders Programme.

He said: “I am delighted for Danielle. RealService helped fund her doctoral thesis and she has continued her investigations into the return on investment in customer experience by landlords and property managers.

“This is a topic very close to our hearts and it’s an honour to have played a part in her journey towards this prestigious promotion.”

For more information about Danielle’s role and research at the Bartlett School of Planning please see here.

For information on the Customer Experience in Real Estate – Future Leaders Programme, please contact Danielle@Experiencemakers.com.