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Tenant Experience

Improve tenant satisfaction and increase profitability.

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2 min read

Why Are Some Commercial Real Estate Companies Still Ignoring Customer Satisfaction?

Martin Talme : den 8 maj 2025 11:45:28 CEST

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Why Are Some Commercial Real Estate Companies Still Ignoring Customer Satisfaction?

Commercial real estate companies on several European markets are facing a new reality. After years of steady demand, vacancy rates are rising — in some cases exceeding 20 percent of available space. This trend is directly impacting revenues. At the same time, tenant expectations are evolving. Tenants want flexibility, better service, and workplaces that actually support how they do business.

Commercial real estate companies operate in a competitive, open market. Yet, many still fall short when it comes to truly understanding and serving their paying customers. Deeply understanding tenant needs, engaging in ongoing dialogue, and having a real-time picture of satisfaction should be the norm — not the exception. 

Strikingly, housing companies — despite operating in a far more regulated market — are often well ahead in this area. Many housing companies track different stages of the tenant experience in detail, using that data to boost satisfaction and streamline operations. Why? Because they’ve recognized a simple truth: satisfied customers are profitable customers. Investments in customer satisfaction are just that — investments. They generate returns. Investing in the tenant experience is a revenue driver. 

That mindset is now essential in the commercial real estate sector. In today’s environment, simply managing properties the way it’s always been done isn’t enough. The companies that will thrive are those that make customer satisfaction a strategic priority. But what does that look like in practice?

Listen More, Respond Faster

Too many companies rely on a single customer satisfaction survey every year or two. Here’s the problem: That’s nowhere near enough to understand tenants’ shifting needs. Real customer insight comes from regular, well-timed feedback that connects to key moments in the customer journey. For example:
  • When circumstances change
    If a tenant is expanding, shifting business operations, or reconfiguring their space, it’s the perfect time to ask questions. What’s working? What’s not? These conversations help landlords stay ahead of tenant needs, reduce churn, and unlock new revenue streams.
  • When service is needed
    Every maintenance request is a touchpoint that can strengthen (or strain) the relationship. Following up to ask how the issue was handled not only improves service quality, it can also reveal deeper, unmet needs. When done right, it creates both loyalty and opportunity.
  • During space renovations
    Adjusting or upgrading a space can be a stressful process for tenants. But by gathering feedback during and after the project, landlords can improve future processes and deepen trust — creating more loyal customers in the process.

Insight Means Nothing Without Action

Collecting data is easy. Acting on it, and embedding it into the culture, is the real challenge. 

Customer satisfaction shouldn’t sit off to the side of day-to-day operations. It must be integrated into how the entire organization thinks and works. That means quicker decision-making, especially when it comes to space customization. It means training staff to have proactive, meaningful conversations with tenants. And it means everyone, from property managers to executive leadership, understands that they are part of the customer experience. 

Creating a truly customer-centric culture enables companies to spot issues sooner, respond more effectively, reduce vacancy, and grow revenue over time.

From Management to Partnership 

The real opportunity isn’t just retention — it’s growth. When landlords understand their tenants’ business needs, they’re in a position to offer more than just square meters. They can deliver value-added services, smart solutions, and tailored offerings that genuinely support business success. 

In today’s market — with rising vacancies and increasing competition — commercial property companies need to rethink their approach. Tenant satisfaction is no longer a soft metric. It’s a hard business case. It drives profitability, underpins long-term relationships, and strengthens brand reputation. Seeing tenants as true customers, and meeting their needs proactively, is how we reduce vacancies, foster loyalty, and build a more resilient real estate market. 

Because in the end, it’s satisfied tenants who shape the future of commercial real estate. 

Martin Talme, Chief Business Officer, AktivBo Group 
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