Retailer Feedback
More visitors
Visitor numbers to our schemes increased on average during 2009, exceeding industry averages which showed reductions.
“In terms of the maintenance of the building and the car park and the way they deal with everyday matters, the park is well managed. It would be better to have more regular meetings because this would enable us to work together.”
- Owner, Entertainment Retailer, France
Improving property management
- Bertrand Labesse
- Asset Manager
We manage our portfolio through managing agents.
This is both cost-efficient and effective, enabling us to adapt the level of management provided, as appropriate, and respond quickly to the purchase or sale of properties. We thank you for your feedback and are working closely with our managing agents to deliver consistently high performance.”
- Surveys
- Mystery inspections
- Responsiveness
You said...
“I think that customer satisfaction studies amongst the retailers should be carried out throughout the year.”
- Administration Manager, Home and Garden Retailer, Portugal
So we...
We will carry out independent surveys of our retailers every two years to identify opportunities to improve and monitor your satisfaction with us and our managing agents. These will include surveys of store managers at individual sites, as well as members of your Head Office teams.
You said...
“Overall, the centre management is quite good, it's quite responsive. They need to focus more on the commercialisation of the centre. For everyday matters the management works well. The buildings are well maintained.”
- Owner, Entertainment Retailer, France
So we...
We will pilot new mystery inspections of properties to see how well they are being managed and identify opportunities to improve the shopper experience.
You said...
“Sometimes things could go a bit quicker with managing agents. We would appreciate more flexibility as the economic situation has changed.”
- Administration Manager, Home and Garden Retailer, Spain
So we...
We will work to improve our own responsiveness and will work more closely with our agents to monitor their responsiveness to your requests. We understand that many of you have stores at multiple locations and that if you are introducing changes, you often want these to be implemented across all your stores simultaneously. We will work with our agents to make the process as smooth as possible for you.