Experience Makers CX Tracker
Which Property Companies Disclose Their Customer Experience Metrics?
Search the satisfaction, recommendation and NPS results published by property companies in the UK and Europe.
Want to know how your portfolio genuinely compares? Benchmark it against the RealService Customer Experience Index, built from more than 60,000 customer interviews.
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Look up a company to see what it publishes about customer satisfaction, loyalty or recommendation. Results preserve each company’s original measure and scale.
CX disclosure at a glance
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The Experience Makers CX Transparency Standard
Publishing a customer experience score is not enough. Public disclosure tells us whether companies are reporting customer experience. It does not tell us, on its own, which company is performing best. Good disclosure should allow customers and investors to understand what was measured, how robust the evidence is and what changed as a result.
Experience Makers proposes five principles for transparent customer experience reporting.
Publish the result
Companies should publish a current quantitative measure of customer satisfaction, loyalty or recommendation, not simply state that a survey took place. The reporting period should be clear, and previous results should remain accessible so that performance can be followed over time.
Define the measure
Companies should publish the precise question, scoring scale and calculation method used. NPS, satisfaction, recommendation, online review ratings and national indices measure different aspects of customer experience.
Show who was heard
Disclosure should identify the customer group surveyed, the property types and geographies included, and whether respondents were decision-makers, occupiers, residents, students, visitors or other end users.
Establish the independence
Companies should state whether the research was independently collected or audited.
Name the benchmark
Claims such as “above benchmark”, “top quartile” or “industry-leading” are meaningless without context. Companies should identify the benchmark provider, peer group, property sector, geography, reporting period and sample on which the comparison is based. They should also explain whether the benchmark uses the same question, scale and methodology as their own result.
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Experience Makers membership
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Join a network of people working to improve customer experience across real estate. Membership ranges from Free through Bronze and Silver to Gold, so you can choose the level that suits you.
Best Practice Group
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Discuss openly with other real-estate leaders what you measure, where your data sits, what you publish and how customer insight is being used across the market.
RealService
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Use the proprietary RealService Customer Experience Index to compare your organisation on an apples-to-apples basis, drawing on more than 60,000 customer interviews.
Disclaimer
This tracker is provided for general information and research purposes only. It is based on publicly available information identified by Experience Makers and RealService and was last reviewed on 15 May 2026. The information has not been independently audited or verified, may be incomplete or out of date, and is presented using the terminology, scope and methodology reported by each company. Experience Makers and RealService make no representation or warranty as to its accuracy, completeness or suitability for any purpose. The figures must not be treated as directly comparable and should not be used as the basis for investment, legal, procurement or other professional decisions. Users should consult the original sources and conduct their own enquiries. To the fullest extent permitted by law, Experience Makers and RealService accept no liability for any loss arising from reliance on the tracker. Inclusion does not imply endorsement. Submit a correction or updated public information.
Methodology
This tracker draws on the research undertaken for our white paper “The State of Customer Experience in Real Estate”, published by Experience Makers in May 2026 using reseach undertaken by RealService. Read the full white paper
Experience Makers is the UK’s leading network for customer experience professionals in real estate—sharing best practice, building community, and driving change.We bring together CX professionals from across asset classes—offices, retail, industrial, residential, mixed-use and more. Learn more about Experience Makers
RealService is a specialist customer experience consultancy for the built environment. We work with real estate owners, developers, and operators to understand and improve how their assets perform in practice. RealService currently maintains the RealService Customer Experience Index - the only independent cross-sector CX benchmark for European real estate, It is built from more than 60,000 customer interviews conducted across office, retail, industrial, mixed-use and residential assets over the past 27 years. Learn more about RealService