Kings Place is a large mixed-use building in central London, its office space is home to thirteen high profile organizations, the leisure space includes an auditorium, halls, art galleries, a café, a licensed bar with fine dining and various event facilities.
CSAT increase YoY:
9%
Favourite Feature:
KPI Reports
Avg Completion Time:
49 secs
Savills (UK) manage Kings Place and always strive for excellence, they aim to deliver a five-star service to all occupants and visitors. As well as delivering a first-class customer experience, Savills have also worked to improve the sustainability of the building. They have achieved the highest BREEAM operational sustainability rating for property management ever.
To improve customer satisfaction at Kings Place, a 10 question online survey was sent to the main tenant contacts and although this provided some feedback, they also wanted to capture the thoughts from everyone visiting or working in Kings Place.
With this in mind, they decided to trial some Avius Surveys kiosks for 6 weeks in November of 2016, before rolling them out permanently. They initially wanted to measure overall satisfaction with the extra comments being a nice to have. However, they found the comments, requests and suggestions on how to improve Kings Place extremely helpful.
“Excellent service from the day we gave the go ahead, and the training was superb. I love the KPI results and analytics.”
Receiving feedback about the services helped them to improve and maintain customer satisfaction. The response from the building occupants has been very positive; a high percentage seem to prefer leaving feedback at their own convenience and when the need arises as oppose to face to face.
The kiosk which is usually located in the public area is strategically placed in the best location to collect feedback for each specific event. This helps them ensure they are meeting the needs of the different visitors on all occasions.
Savills are currently looking into rolling Avius Surveys out to other buildings across their portfolio.
“It was so easy to have our bespoke surveys set up by Avius. It’s great to see the suggestions and comments from visitors and staff in the building, and Avius help us resolve issues quicker.”
Sylvain Thouzeau, Building Performance Manager, Savills