Listening and Responding

Building our business around our customers’ needs


In 2007 we commissioned independent research seeking feedback from our occupiers on how we work with you to support your changing occupational needs and on how we manage our properties. We are pleased to say that there has been a significant improvement in occupier satisfaction since our 2005 Occupier Survey, but there is still a lot we want to do to continue to improve this. Here you can see the 2007 feedback benchmarked against the 2005 feedback and find out more about how we plan to improve customer service further.

In 2007 you said:

"They seem to be more customer-focused, listening to us better. There is less bureaucracy and they are now more solutions orientated."

"Their style of doing business has changed. There’s more contact and communication between us and they understand our issues much better than they used to."

So we will be doing more to:

In 2005 you said:

"There’s everything to gain and nothing to lose in having more of an understanding of each other."

So we:

  • Established a Key Account Programme
  • Published 'Our Service Commitment'
  • Reviewed managing agents and set service key performance indicators
  • Reviewed service charge management
  • Increased and standardised service charge communications
  • Streamlined the licence application process for London offices.

Our property management teams always welcome any contact from you.

73%

OVERALL SATISFACTION


In 2007, 73% of occupiers rated their overall satisfaction with British Land as 'good' or 'excellent', compared to 40% in 2005.

Survey methodology
The 2005 and 2007 occupier surveys were both carried our by an independent research organization, Kingsley Lipsey Morgan. Interviews were mainly conducted by telephone and lasted approximately one hour each.

In 2005, 54 property directors and senior property contacts were interviewed as well as 85 occupiers at six properties.

In 2007, 41 property directors and senior property contacts were interviewed, as well as 92 occupiers across eight properties.