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Customer Satisfaction Benchmarking
Customer satisfaction benchmarking is a property investor’s and manager’s tool to measure and compare the satisfaction and customer experience of tenants. The service measures tenant satisfaction with the premises, landlord or landlord’s agent/manager and the services included in the tenancy. The service also measures and compares the likelihood of tenants to recommend their landlord (NPS, net promoter score). The service is provided for commercial premises (office, retail and industrial premises), shopping centres and residential dwellings.
Customer satisfaction benchmarking is a property investor’s and manager’s tool to measure and compare the satisfaction and customer experience of tenants. The service measures tenant satisfaction with the premises, landlord or landlord’s agent/manager and the services included in the tenancy. The service also measures and compares the likelihood of tenants to recommend their landlord (NPS, net promoter score). The service is provided for commercial premises (office, retail and industrial premises), shopping centres and residential dwellings.
The service includes
- Detailed reporting at the sector and individual property level and by the classifications defined by the client
- Respondent-level feedback (subject to consent from the respondent)
- Open feedback listed by property and by client’s own classification
- Benchmarking of service providers: results obtained for own service contract partners compared to those of others at the company and service level
- A results analysis and feedback session
- KTI Online. Data can be flexibly searched, downloaded and analysed in our online service.
Use benchmarking to
- Manage and improve customer relationships and customer loyalty
- Measure and compare customer satisfaction with that of competitors
- Develop leasing operations and the customer interface
- Improve the management of own facilities, services and customer interface
- Communicate internally and externally, interact with clients, strengthen corporate image
- Manage and reward service providers
- Reward personnel
Benchmarking is based on
- Data gathered from 24 landlords’ tenants
- 2,764 phone interviews with tenants of commercial premises(average response rate of 65%)
- Responses from 5,534 residential tenants (average response rate of 41%)
- Responses from 913 shopping centre tenants (average response rate of 34%)
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landlords
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shopping centre tenants
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tenants of commercial premises
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residential tenants
Contact Us
Interested in a Customer satisfaction benchmarking? Contact us and learn more.