Commercial Real Estate

A consolidated picture of what commercial tenants think

We have analyzed what commercial tenants think of the service and management their landlords provide. The report draws on responses from commercial tenants in 19 countries across four continents, highlighting developments, challenges and trends across the industry.

Among other things, you will find:

• What drives loyalty, and which categories move NPS most — Waste Management, Landscaping and Problem Resolution lead
• Why operational follow-through, not the building, decides whether tenants renew
• What a one-percentage-point rise in satisfaction is worth, modeled across a 300,000 m² portfolio
• Where performance varies most between landlords — a 67 %pts spread in Communication, and NPS ranging from −61 to +73
• How sustainability continues to be a competitive factor
• All 19 categories ranked with industry averages, from Location (92.2%) down to Cleaning (65.1%), plus NPS