Tenant Satisfaction & Experience

TENANT SATISFACTION & EXPERIENCE

Service SLAs, feedback, NPS and issue resolution are reviewed after the fact, so a tenant drifting toward non-renewal is only seen once the risk is real. Retention is managed on hindsight.

Actors

  • Occupier Leads
  • Property Managers
  • Customer Experience Leads

Systems / Vendors

  • FM / service management
  • Feedback / NPS
  • Lease management

Business Question

"Which tenants are drifting toward churn, and can we act before the renewal is at risk?"

What SPoG Does

  • Aggregates service SLAs, feedback, NPS, renewals and issue resolution.
  • Predicts churn risk and makes it visible before renewal.
  • Gives teams a fact base for service improvement and retention.

Outcome Metrics

−25%

Churn risk

1

Live experience view

6–10 wks

To first outcomes

Contact us to learn more →