Research & White Papers.
Independent real estate customer experience research.
Grounded in real-world occupier insight, operational experience and industry data.
Featured White Paper
Defining Customer Experience in Flexible Offices
Flexible workspace operators know that retaining customers is just as important as attracting them. Yet while most measure customer satisfaction in some way, the sector lacks a shared definition of great customer experience and a consistent benchmark for performance.
This whitepaper captures the insights from a collaborative workshop with 26 senior leaders from across the UK flexible workspace sector. It explores what excellent customer experience looks like, how it should be measured, and introduces two new industry initiatives: the RealService Flex Customer Experience Index® and the Experience Makers Best Practice Group. Together, these provide a practical framework to help operators benchmark performance, identify opportunities for improvement, and create workplaces where customers choose to stay.
Q2 2026 White Paper
The State of Customer Experience In Real Estate
This white paper explores how customer experience is evolving across Europe’s real estate sector, using insights from the RealService Customer Experience Index, industry disclosures from the 50 largest listed real estate companies, expert interviews, and academic research from MIT and Maastricht University.
The key finding is clear: customer experience is no longer defined by operational efficiency alone. While smooth building operations and reliable service remain essential, they are now simply the baseline.
What increasingly drives satisfaction, loyalty, and long-term value is relationship quality — how customers feel understood, supported, and engaged.
Although 96% of major real estate companies now reference customer satisfaction or occupier engagement, many CX programmes remain surface-level.
The organisations that will lead in the future will be those that move beyond collecting data and focus on understanding deeper customer needs — and acting on those insights effectively.
Q4 2025 White Paper
In real estate, listening has always been the foundation of trust. But the way we listen is changing.
Artificial intelligence is transforming how organisations capture, interpret, and act on the customer voice—turning every interaction into a potential insight. The challenge is using it wisely.
This Experience Makers white paper explores how AI can strengthen stakeholder understanding without losing the human context that makes feedback meaningful. You will discover six major trends, six critical watchouts, and real-world examples from leaders already using intelligent listening to stay ahead.
Find out how AI can help you move from listening occasionally to understanding continuously—and why that’s now your competitive edge.
