Tenant customer experience in the private rental sector

Case study

The context

A prominent residential landlord set an ambitious target to deliver an exceptional customer experience to its tenants, at all stages of the rental journey. It needed to monitor progress towards this goal and understand where any action was needed.

What we did

An annual tenant CX tracker, surveying nearly 2000 residents, with key driver analysis.

How it helped

The research identified strengths and weaknesses in the current proposition, including clear priorities for action to maintain or improve standards – with the driver analysis revealing which specific touch points and which parts of the portfolio should be addressed first.

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