''REAL SERVICE will enable us to work alongside our peers to develop customer care in the property industry.''

Chris Oglesby
Bruntwood Estates

   The REAL SERVICE benchmarking programme enables members to confidentially compare their customer service performance with best practice. The REAL SERVICE INDEX™ and benchmarking service comprises two elements

REAL SERVICE Best Practice Index

This benchmark is an annual scorecard that measures the engagement and skills of member organisations in delivering high levels of customer service. The benchmark measures the elements that drive customer service including

  • Service Strategy
  • The Occupier Customer
  • Products and Services
  • People and Leadership
  • Business Operations
  • Measurement

    The study is conducted by way of an on-line self assessment which is reviewed by Kingsley Lipsey Morgan as independent verifier.

    Each member receives a confidential report and personal debriefing on the findings of the evaluation. This highlights the strengths and weaknesses of the organisation in comparison with its peer group, and opportunities for improvement. It also identifies the organisations ranking against its peers. An overview of the findings is presented at the REAL SERVICE Annual Results Conference.

    REAL SERVICE Performance Index

    REAL SERVICE is developing a series of customer service and financial benchmark indices which will enable members to measure the impact of their service programmes. These measures include

  • Customer satisfaction
  • Customer retention
  • Recommendation rates
  • New business conversion rates
  • Repeat business
  • Customer complaints
  • Speed of response and resolution
  • Help desk performance

    Both benchmarks will enable our members to better understand the link between service and financial performance, and to improve their business performance as a result.