Through advancing technology and regular audits we are able to monitor and regulate factors within our managed buildings that impact the health and wellbeing of the people who use them.
Workspace has become so much more than just an office; they are gyms, yoga studios, concierge desks, and mindfulness meccas. They are designed to meet the needs of a business community which is busier than ever, but also more demanding than ever. Space is no longer just ‘space’ – it is a service that must meet the needs of its users, or ‘customers’. These customers aren't just occupiers of the workspace, they are also visitors, passers-by, shoppers, investors, the public.
This could be having digital portals to pre-book visitors, generating QR codes for gate and lift access, establishing a virtual concierge service or even having bike racks tagged up to a live feed to show availability.
Understanding what customers value
Customer feedback can often be merely a snapshot of opinion. The relevance of issues can change quickly depending on the customers’ experience. In order to implement a successful change programme, measurement and monitoring of customer opinion should be conducted on an ongoing basis to ensure needs are constantly being met.
For us to understand these needs, we use multiple methods for gaining customer feedback. From online surveys to face-to-face interviews, feedback is at the centre of how we operate spaces for the benefit of the customer.
Connecting communities through place-shaping
As specialists ‘humanising’ the real estate experience, we utilise customer journey mapping as a powerful tool to understand the emotional journey of a customer’s experience. For this we work closely with client teams to integrate this process with their businesses to ensure a seamless customer journey.
In order to meet the needs of modern businesses and modern customers alike, we offer holistic lifestyle management of business space and engagement strategies for the communities that use them. We provide a dedicated customer-focused programme creating a framework for continual improvement, which is independently audited to enable benchmarking of the portfolio and the delivery of bespoke customer experience. The initiative engages with customers to build a sense of community, ensure the highest levels of customer experience and a continuously evolving management of buildings and spaces.
Assessing spaces through place audits
For larger portfolios, we have our prime office property management team known as Savills RISE. This team conducts annual place audits to define the ‘DNA’ of a property or location – the core values which shape its identity. It assesses the physical environment, enlivenment strategy and audience perceptions to create highly targeted engagement programmes. This sets the direction for our place activation strategy, which covers elements such as branding, event planning, occupier engagement, digital development and social media.
Digital engagement
We recognise that tools for engaging with our customers, such as mobile apps and digital portals, need to have a function and consistency of use that matches the high expectations of the user. These tools have quickly grown from being a 'nice to have' to a key component of a visitor's experience.
We use digital portals to communicate with occupiers of workspaces, keeping conversations open and fluid.
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