We have developed a Customer Experience programme that takes a new fresh approach to: the delivery of Property Services based on ‘outcomes’; and Measuring User Experience through tailored feedback interviews and surveys.

It uses the qualitative feedback comments, gained through short interviews and surveys, to implement improvements to services; and utilises Net Promoter Score (NPS) metrics to measure improvement quantitatively by asking the ‘Golden Question’ – “how likely are you to recommend the services provided to a colleague or friend?” In this way we are able to establish what people think about services provided, learn from the results, improve service and demonstrate to improvements in Customer Experience.

As we gather the qualitative results/comments, we analyse and report recurring patterns so that clients and service providers are clear about what works well and what needs fixing.

Where the services need improving we undertake comprehensive service redesigns, and suggest ways of measuring the things that matter.

We provide interim management services to clients and service providers across all our services, either on a consultancy basis or as part of an embedded team within client and service provider organisations.
Please contact us for a discussion.