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.