Customer Insight.
“We help you see what your customers see — and act in real time”
We use interviews, surveys, journey mapping, mystery shopping and social listening to reveal what people really experience across your assets, and why. We benchmark you against the rest of the industry so you’ll see just how you compare, and design a customer experience strategy that’s ambitious but achievable.
Insight Surveys
Gain actionable insights from expert, in-house researchers to enhance customer satisfaction and strengthen your Reputation, Retention, and Revenue.
As a landlord or property manager, understanding what your customers need both today and tomorrow is key to staying ahead. Early insight into potential issues helps you act before small concerns become big problems.
At RealService, we never outsource our research. Every project is handled by our multi-lingual, in-house consultants, who receive ongoing training and are fully briefed on your objectives—ensuring insight that’s accurate, relevant, and uniquely tailored to your business.
Learn more about the importance of customer feedback
Every insight project is powered by our next generation real estate customer insight and benchmarking platform.
Our newly upgraded platform brings together live customer feedback, searchable interview transcripts, customisable dashboards and access to the RealService Customer Experience Benchmark.
Built for asset managers and property managers, Quest helps you understand what your occupiers are experiencing, how you compare with your peers and where to focus your attention. Try it today.
Our Customer Experience Services
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Customer Insight Surveys
We conduct telephone, video or in-person interviews with your stakeholders. We support you along the entire journey from questionnaire development through to presenting the results and guiding you through the next steps.
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Brand Perception Studies
Do you know how your customers and stakeholders really feel about you? Like in our Harworth case study, if feedback is positive, that’s great and if not, we’ll help you develop strategies to turn it around.
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Pulse Survey
These short email surveys provide quick insights into specific areas of interest. They’re perfect for tracking improvements after a Customer Insight Study or gauging occupier sentiment on topics like sustainability, amenities, or maintenance.
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Best Practice Audit
Our Launchpad tool lets you assess how close you are to best practice in customer experience either through self-assessment or with our help.
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Post Occupation Studies
How was your new occupier’s move-in experience? Was it smooth and efficient? We can support you in ensuring a trouble-free start and building loyalty from day one.
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GRESB Point Surveys
We helped GRESB form the CX and stakeholder engagement guidance for their annual assessment . We've supported GRESB members across Europe in earning top scores and gaining valuable insights.
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AI Audits
Digital & physical customer journey audit, Chatbot conversation analysis
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Qualitative Insight
Online and phone interviews, In-person interviews and focus groups
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Digital Listening
Service Request Analysis, App Usage Analysis
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Behavioural data analysis
Occupancy & Utilisation Data
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Quantitative Insight
Customer and Pulse Surveys and benchmarking
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Customer Experience Audits
CRM & Operational Data Analysis
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Observational Insight
Mystery Shopping
