Best Practice Group
Founded in 2004, the RealService Best Practice Group is a benchmarking and best practice group of member organisations who are dedicated to helping the real estate industry improve customer service and generate improved property performance.
It is a “not for profit” organisation funded by membership fees and sponsorships
– and run and administered by RealService on behalf of the members.
The Group’s benchmarking programme enables members to confidentially compare their customer service performance with best practice.
This programme includes the following Indices:
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
- Customer engagement
- Product and service innovation
- People and leadership skills
- Operational excellence
- Performance measurement
The study is conducted by way of an on-line self assessment which is reviewed by an 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 organisation’s ranking against its peers. An overview of the Group’s results is presented at the RealService Best Practice Group
annual conference.
Service Charge Compliance Index (SCCI)
Upon successful completion of a pilot study in 2009, the RealService Best Practice Group intends to launch the Service Charge Compliance Index, a new benchmarking programme designed to monitor compliance with the Royal Institution of Chartered Surveyors (RICS) Service Charge Code of Practice.
With the issue of service charge transparency remaining in the spotlight, the SCCI is viewed as an important and timely new initiative for the Group by regulators
and occupiers.
Customer Satisfaction Index (CSI)
The Customer Satisfaction Index (CSI) is another new Index, which will enable Group members to compare results of their own occupier satisfaction studies with other Group members and with the UK Occupier Satisfaction Index on a consistent basis.
RealService Benchmarks
RealService Premier Index
The RealService Premier Index of customer satisfaction enables you to benchmark, in the strictest confidence, the results of your Insight research studies with those of our other clients operating in the same sectors.
Bespoke Benchmarks
RealService can create internal benchmarking programmes for organisations which help them to objectively compare performances across different parts of their business. For example, through the creation of an internal benchmarking programme, the owner of a large portfolio of shopping centres is able to compare customer service performance across its different centres.