Case Studies
Capital Shopping Centres (CSC)Marchday - Leasing
Capital Shopping Centres (CSC)
Business challenge:
To establish a retailer satisfaction measurement programme across CSC’s 10 UK shopping centres that would be cost effective and provide the company with the tools with which to drive service improvement.How we helped:
An annual survey of retailer satisfaction at shopping centre level began in spring 2008 with a pilot, which proved the effectiveness of the methodology chosen and the customised reporting required .The programme was rolled out during autumn 2008 across the portfolio which includes MetroCentre, Gateshead and Lakeside, West Thurrock.Results and benefits:
The survey programme has enabled CSC to identify whether service is being provided to retailers in a consistent way across the portfolio and to spot high achievers. Centre management teams are now working with the survey results to produce customised action plans using the RealService Action Management Trakker software.What our client said:
CSC Operations Director, Trevor Pereira, said: “We chose to work with RealService because they had a track record of experience in the property sector and came forward with a practical value for money solution. RealService helped make the whole process painless. The RealService retailer satisfaction survey has really enabled us to focus on what are the priorities for our retail customers and make sure we give them the value for money they are looking for. In the coming year we are looking forward to re-measuring our performance and seeing how our programme to raise service standards is working”.How to find out more:
Contact Howard Morgantel: 020 3393 9605
email: howard.morgan@real-service.co.uk
Marchday - Leasing
Business challenge:
New Lodge Windsor is a magnificent period building bought and refurbished by Marchday to provide high quality office space amid 55 acres of Berkshire countryside. The property was attracting a high number of enquiries and viewings but space was not being taken. Our challenge was to identify why companies were not taking space and in the process revive lost enquires and re-start the negotiation process.How we helped:
We conducted independent telephone interviews with companies that had enquired but had not taken space. Questions covered a range of topics including their opinion of the leasing process, viewing experience, marketing materials and performance and deal making skills of building owner and leasing agents.Results and benefits:
The study revealed that concerns over costs and lease inflexibility were detracting some would-be tenants. The performance of the leasing agents was also called into question. The study also showed that in some instances enquiries were not ‘lost’ at all – companies were simply waiting for someone from New Lodge Windsor to show an interest in them! Having identified and addressed would-be clients’ needs and concerns, Marchday was able to make a fresh round of proposals, culminating in two companies assumed ‘lost’ to take up space.What our client said:
Tim Stephen, who is responsible for the day-to-day management of the Marchday portfolio including lettings and acquisitions, says: “We were delighted with the enquires that we thought were lost but changed their minds following the process of employing RealService to get lost enquiries back. The fact that we took the trouble to go back and speak to these companies clearly impressed them and played a part in their decision to take up space.”How to find out more:
Contact Howard Morgantel: 020 3393 9605
email: howard.morgan@real-service.co.uk