Solution
Landmark’s senior leadership team worked with Accelerator to agree exactly what they wanted to learn from their clients and how the survey should be run.
The survey was initially completed online by individuals working for clients based at each building. This method proved cost-effective and gave all clients the opportunity to have their say, as well as volunteering themselves for a more in-depth interview if required. The result was over 1,300 online responses across 44 buildings, plus almost 50 in-depth interviews.
Feedback gathered from the survey has been used both business-wide and at building level, covering:
Initial selection of Landmark and the move-in experience.
Gap analysis where clients were asked to rate the importance of a wide range of factors and their satisfaction with Landmark on those factors
Competitor comparisons.
Overall satisfaction and likelihood to recommend (leading to Net Promoter Score).
Sam was delighted with the consistent communication between herself and Accelerator, receiving updates up to three times a week about new responses received. These highlighted which buildings had responded, and which needed more encouragement.
Once concluded, the Landmark team were provided with a detailed, meaningful and insightful report. Accelerator didn’t simply play back the data, instead presenting everything in a way that Landmark could quickly digest and make informed decisions based on it. Follow-ups and focus groups were also planned, to further amplify the learnings gained from the survey.
Example quote from survey feedback: “Great reputation, but some adaptations needed for the evolving purpose of the office. Client perspectives have changed since home working during Covid. Keep listening to clients and being attentive and responsive – your staff are your secret sauce!”
