Office customer satisfaction*
85% of our office customers independently surveyed rated their satisfaction as good or excellent, exceeding our target of 75%.
The overall feedback from our third independent customer satisfaction survey was positive, with satisfaction increasing significantly from 73% in 2007. We also performed consistently better than the industry average, as measured by the Occupier Satisfaction Index 2008.
90% of our customers rated their relationship with us as good or excellent, an increase from 83% in 2007. We are pleased that by listening to our customers we are meeting their needs more successfully. We will be working closely with our managing agent, Broadgate Estates, to raise performance further.
Our occupiers identified some areas for improvement. Only 80% were likely or very likely to recommend us, compared to our target of 85%.
- Value for money is a clear priority. Next year, we will be consulting with occupiers to identify opportunities to reduce service charge costs, whilst maintaining essential services. We will establish occupier focus groups and hold building-specific budget consultation meetings each autumn.
- Physical works to develop and enhance Broadgate in London EC2 and Regent’s Place in London NW1 will ultimately benefit our occupiers. We recognise that these works have caused difficulties over the past year. We are improving how we keep occupiers informed, providing full development updates online. We are also working with our contractors to minimise disruption during construction.
We piloted our post-occupation survey at York House. We are now using this on all new and refurbished properties. Next year, we are targeting an average occupier satisfaction rating in these surveys of 80% and a recommendation rating of 85%.
* RealService carried out 20 telephone interviews with Chief Operating Officers, Property Directors and senior facilities management personnel. Interviews were conducted during January and February 2009, with each interview lasting between 30 and 40 minutes. Quantitative and qualitative feedback was gathered.
