Customer satisfaction
In the UK, we are now a genuinely customer-focused business, with 82% of our customers rating us as good or excellent, exceeding our 2013 target.
This is an impressive turnaround from just 40% in 2005, and a further improvement on 73% in 2007. Along with our managing agents, we will build on this, addressing the issues identified by our occupiers. Delivering value for money remains a key priority.
We recently expanded our in-house property management team so that we can engage with occupiers more actively and directly, at the same time as managing and supporting our agents more effectively. We also continue to engage actively with the Property Managers Association for UK retailers, to keep up to date with emerging trends.
Feedback from our first independent customer survey in Continental Europe identified opportunities to improve satisfaction. We will be focusing on building relationships, delivering value, improving responsiveness and consistency, and encouraging sustainability.
Happy customers are more likely to stay in our buildings, helping us to maintain our high occupancy rates and charge optimum rents.
In turn, this helps us to give good returns to our shareholders and to protect capital value across our portfolio.
Michael Urban and Bernard Davy won our Customer Service Awards- CUSTOMER SERVICE Top quartile for customer service in the RealService Best Practice Index.
- 83% of our UK occupiers rate their relationship with us as good or excellent.
- LANDLORD
OF THE YEAR as voted by UK retailers in 2009.
Customer service
Several members of our property management teams were nominated for our customer service awards.
Retailers provided overwhelmingly positive feedback about Bernard Davy, managing agent with Munroe K. They praised him for his willingness to take calls anytime, night or day, as well as how he resolves issues practically and promptly, for instance arranging snow clearance machines late on Christmas Eve in readiness for trading on Boxing Day.
Michael Urban, security guard at 350 Euston Road, received extensive positive feedback from both occupiers and colleagues.
As well as his professional, calm and courteous approach, he was praised for helping approved contractors to access roof areas, offering assistance to people visiting occupiers and providing emergency cover for colleagues.
