Cadogan

IMPACT

I do not feel that you can capture the sentiment of the customer when you are doing lots of AI analysis and that is why I reiterate to my board that your research is telephone based, not just online surveys. I tell them that gives us the score and we also get the sentiment, allowing us to dig deeper.All those lovely charts and trend analysis; you can get the ‘that’ but they do not show the ‘why?’. Real Service give us the why and not just the what.​

Ian Scott, Head of Property Management,​​Cadogan

THE BRIEF

RealService schedule monthly telephone interviews with Cadogan’s office, retail and residential clients. ​

•​Residential clients are targeted at key stages of their leases. ​

•​This yields a combination of quantitative and qualitative feedback. ​

•​Those not contacted by telephone will receive an email questionnaire. ​

•​Interview transcripts and real-time data are available via the Quest portal and the RealService Dashboard.​

•​RealService  provide a written quarterly report containing a summary of key themes.​

•RealService provide a fortnightly report including “Gold Quotes” which include both positive and negative feedback.

OUR APPROACH

The process  covers retail, office and residential properties and includes the identification of:​

• Areas of excellence​​

• Areas where The Cadogan Estate could improve​​

• An annual NPS score​​

• Overall satisfaction with the buildings and building management​

• Cadogan has utilised our Insight services for many years, and this has meant they have a comprehensive set of data on their Dashboard.​