Which property companies disclose their customer satisfaction scores? I built a tool to find out.
Imagine you’re booking a resort for a family holiday. It’s going to cost you £200 a night. You find somewhere with beautiful photographs, an excellent location and all the amenities you could possibly want.
What’s the next thing you do? You read the reviews, of course.
There’s a reason we’re obsessed with what other people have to say on TripAdvisor and Booking dot com.
We want to know what we’re actually getting. That usually means looking at photographs taken by real guests, rather than relying entirely on the professionally staged images supplied by the hotel operator, lest we be catfished.
There’s also the question of managing expectations of value for money. If you’re booking a Premier Inn, you don’t expect the same experience as Claridge’s.
We don’t blindly trust a website that says, “We’re a five-star hotel.”
Star ratings are notoriously unreliable. I’ve stayed in five-star hotels that were frankly crummy and three-star hotels that were absolutely bling bling baby.
No. We want to know the ratings from real customers.
People these days interrogate customer evidence before buying anything, from Amazon, Deliveroo and TrustPilot all the way to six-figure business software.
Now imagine applying the same logic to the property industry
Whatever your view on return-to-office mandates, there is clearly a battle going on over whether people believe the journey into work is worth it. Which makes the experience they have when they actually get there rather important.
Across the UK, thousands of Heads of Real Estate, HR leaders and CEOs are evaluating buildings for their organisations, potentially committing millions of pounds over several years and making a decision that will affect hundreds, perhaps thousands, of employees.
They will have a long due diligence process that involves inspecting the building, negotiating the rent, reviewing the service charge, checking the EPC rating and examining the floor plans.
The same is true in residential. If you’re choosing an apartment to rent, you visit, look at the photographs, compare the rent, inspect the amenities and tour the neighborhood.
But how easy is it to find out what the existing tenants think about the building or the property company?
Does the landlord or managing agent respond promptly when you reach out?
Do you get through to a real person or get bounced back and forth between a series of hallucinating AI bots?
What happens when something breaks? Are maintenance problems resolved?
Is the building comfortable? Or is the air conditioning always broken.
Does the experience justify the rent? Do occupiers feel they’re getting value for money?
The more I thought about this, the stranger it seemed that this information simply wasn’t easy to find.
So I built a tool that lets you look up property companies and check their public customer satisfaction metrics.
It’s called the Experience Makers CX Tracker.
It’s completely free. There’s no sign-up, and I won’t even know that you used it.
https://www.experiencemakers.com/cx-tracker
It includes landlords and managing agents - everything we could find together in one place.
Some property companies publish a score. Some say they survey customers but keep the results to themselves. For others, we couldn't find any public customer experience evidence at all.
Go and search for a property company. Better yet, search for yourself and your competitors.
A few housekeeping points
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
This is a transparency tracker, not a customer experience benchmark, and the scores are not audited by us or directly comparable. If you want to know how your own property company actually compares, you would have to use a consistent benchmark like the RealService Customer Experience Index.
We’ll update the Tracker quarterly and continue adding companies - Who should we add next? Standalone buildings? Something else entirely?
And if we’ve missed a publicly available score, or your company’s information has changed, let us know.
If you want to be notified when new versions come out, make sure you subscribe to the experience makers newsletter.
About the Author
I’m Chenai Gondo, CEO of RealService and Experience Makers, where I spend a lot of my time thinking about customer experience and what makes places actually work for the people who use them. Before this, I held senior roles at British Land, essensys, and McKinsey
I’ve also always been a bit of a research and analysis nerd. Long before I started analysing customer experience data, I did a PhD at ETH Zurich, a master’s at the University of Pennsylvania and my BA at Mount Holyoke College. I still love digging into data, asking annoying questions and figuring out what it actually tells us, which is probably how I end up building tools like this.
About Experience Makers
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
About RealService
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