Cadogan Estates: Commercial Customer Satisfaction Survey 2014

Transcription

1 Cadogan Estates: Commercial Customer Satisfaction Survey 2014 INTRODUCTION Cadogan Estates undertook a survey among its Commercial customers in November clients were invited to participate in the survey online, with an option to respond by telephone if they preferred. By the close of the survey at the end of November, 56 clients had taken part in the survey representing a response rate of 24%. This response rate is typical of surveys of this type. Of those who participated, 17 people were happy for their comments to be attributable. The others preferred to stay anonymous. Two clients chose to give their views by telephone. It is significant that those with full repair and maintenance leases may have felt the survey to be less relevant and this may have had an impact on response rates. The Research Factor designed the survey in collaboration with Cadogan Estates and analysed the results which are reported upon in this document. HEADLINE SUMMARY Satisfaction with Cadogan is very high on all aspects of service delivery and relationship: Level of communication Quality of relationship with the Cadogan team Standard of service and maintenance within the building Clients perceive that Cadogan delivers value for money Recommendation levels are high There is a desire for Cadogan to take a stronger lead in helping to support businesses with initiatives to encourage footfall and grow the area as a must visit destination Cadogan Commercial Client Satisfaction Survey December 2014 Page 1

2 OVERALL SATISFACTION Overall satisfaction with Cadogan is very high: only 2 respondents expressed any dissatisfaction with any aspect of their relationship at this general level. The strongest attribute is quality of relationship with the Cadogan team : 91% rated this to be good or excellent. Q1 Please rate your general satisfaction with Cadogan on each of the following criteria: Cadogan s understanding of your business needs 4% 16% 73% 7% The communication you receive from Cadogan 4% 16% 57% 23% Cadogan s approach to environmental issues 2% 16% 76% 6% Quality of your relationship with the Cadogan team 2% 7% 46% 45% Overall satisfaction with Cadogan as a landlord 2% 11% 64% 23% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Poor Average Good Excellent Only 16 respondents did not rate Cadogan to be good or excellent across these attributes. These were asked what does Cadogan need to do in order to achieve a good/excellent rating. Suggestions often focused on a desire for Cadogan to engage more with businesses to create a vibrant community and encourage footfall to the area. Comments were as follows: I often feel we do not do enough for the pavement and guttering on the street which is often dirty. I think this is mainly due to the understandable waste pick up between 6pm and 2am. Knowing that the Kings Road is not Cadogan dominant I think we need a community incentive. Cadogan Commercial Client Satisfaction Survey December 2014 Page 2

3 More personal contact with tenants, this has got less in last 2 years. No bi annual networking party Start listening to local business and then implementing the suggestions they make if possible. Better communication on works happening to the building. Better marketing of the street. Provide "quick win" solutions in the short term to boost traffic to the area. Help us with establishing and enforcing the relationship with other local businesses like hotels and restaurants. Honesty and straight forward approach - Tackle the issue straight away and not take years Give us more information on their policies improve communication in general Return calls and s quicker They do not make us aware about issues in the building that could affect our business. Drive footfall to the area especially to the retail locations that are off the beaten track. Better communication from certain departments - feel like we have to chase you if requesting any information Reset its priorities to better serve our needs. Suggest new ideas to bring the street alive; don t keep coming up with the same old things. We need initiatives every six months to bring the shoppers in LEASE ARRANGEMENTS No-one had any negative comments to make about the setting up of their lease arrangements. (Please note that more than 1 in 4 were unable to rate this, possibly because of the time lag involved). Q2 How would you rate the service you received (from the Cadogan team and their agents/solicitors) when you first agreed your lease with Cadogan? Total Base: all answering 52 Poor 0% Average 2% Good 48% Excellent 21% Don't know 29% Cadogan Commercial Client Satisfaction Survey December 2014 Page 3

4 SATISFACTION WITH ONSITE BUILDING MAINTENANCE AND UPKEEP The chart below reflects the general level of satisfaction already established at Q1. It should be reassuring for Cadogan to see this validation of a high level of cleanliness and quality of building standards. Q3 Thinking of the ongoing management of your particular building, how do you rate your satisfaction with our performance on each of the following criteria? Your overall satisfaction as an occupier 4% 11% 68% 17% The process for obtaining approval for fit out or alteration 4% 18% 69% 9% Cadogan s understanding of your business needs 11% 15% 68% 6% Speed of completing repairs and maintenance 4% 7% 15% 59% 15% Overall standard of maintenance 4% 18% 61% 18% Cleanliness and quality of the internal common areas of the building (if any) 2% 25% 54% 20% Standard of safety and security in your building 2% 17% 70% 11% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very poor Poor Average Good Excellent The weakest dimension (but even then expressed by a small minority) relates to speed of repairs and, as highlighted in comments below (on how Cadogan could improve the ongoing management of their building) waste management. We manage, clean, repair, maintain, secure our own building I think the communal back alley is hard for everyone: a restaurant produces waste but the very dark wall and big metal gate does not help. Exterior woodwork, repaint Speed up maintenance Cadogan Commercial Client Satisfaction Survey December 2014 Page 4

5 Changing the way rubbish is collected. Having to put all the rubbish in front of the shop in the evening is detrimental to the image of both Cadogan and our brand. When planning works, before agreeing on commencement dates, let us know well in advance so we can also organise centrally with HQ how to react to possible scaffolding and so on. There is no order for deliveries in the building. Mail/boxes are frequently thrown on the floor as there is no doorman or access to mail boxes. Delivery people ring all offices to try to let them in and we are often concerned with the people who want to come in the building I only say 'average' because there is no option for not applicable. Under the terms of my lease I am responsible for all these areas. Air conditioning The glass canopy is an ongoing issue Continued support when raising issues with the council with regards to street cleanliness Faster response. When there is a problem in a retail store it needs to be sorted very swiftly as we are losing money all the time and Cadogan isnt! CONTACT AND COMMUNICATION WITH CADOGAN The relationship with Cadogan is quite dynamic for commercial tenants: as the table below shows, half of the respondents have been in contact at least four times in the last six months. On the most recent occasion this was most likely to have been a maintenance problem. Q4a How many times, if any, have you had any contact with the Cadogan team for any reason in the last 6 months? On the most recent occasion what was the reason for this contact? Total Base: all answering 45 Never 9% Once 4% 2 3 times 31% 4 5 times 31% 6 or more times 24% On the most recent occasion, for: A community matter 17% Maintenance problem 44% Insurance 0% Cadogan Commercial Client Satisfaction Survey December 2014 Page 5

6 Legal 5% Rent or service charge query 0% Other reason 34% The relationship is personal: 74% said that they usually deal with the same person each time. Whoever answers 26% The same person each time, 74% (N.B. the names of those who they speak to is included as an Appendix to this report). The quality of relationship and responsiveness to enquiries is again high, as evidenced by the satisfaction ratings on the most recent occasion: Q4d How would you rate your experience of contact with the Cadogan team (on the most recent experience) in terms of: (Base 41) Your overall satisfaction with your recent experience 2% 15% 45% 38% Ability to get hold of team members when you wanted 7% 5% 54% 34% Responsiveness to your request 2% 15% 39% 44% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Poor Adequate Good Excellent Cadogan Commercial Client Satisfaction Survey December 2014 Page 6

7 A single respondent suggested any improvements to the service received when they contact Cadogan: Put our interests first The preferred method of contact is with 21% preferring phone, as one respondent put it because it is easier to speak to someone rather than when English is not your first language. But nobody expects written communication. Q5 What is your preferred method of contact with the Cadogan team? 100% 90% 80% 70% 65% 60% 50% 40% 30% 20% 10% 0% 21% 12% 0% 2% In person Phone Letter Phone and Cadogan Commercial Client Satisfaction Survey December 2014 Page 7

8 PERCEPTION OF VALUE FOR MONEY Only one respondent considered they do not receive value for money from Cadogan. The perception of fairness is a strong vote of confidence in the service quality and relationship enjoyed with Cadogan. Q6 In terms of value for money, how do you rate Cadogan s service charges/rent? (Base 41) Base: all answering: 41 Very poor 0% Poor 2% Average 34% Good 61% Excellent 2% Nonetheless, many comments refer to the challenges being faced in terms of the current business climate which makes the business rents much more of a pressure at the moment. Many of the comments and suggestions are for Cadogan to take a leading role in generating footfall and making the area more of a destination point for customers/tourists. This is the major overhead in the business We have been affected by significant building works and the business has suffered Because I believe there is a very big room for improvement in the long term but in the short term the situation is that we are paying an extremely high amount of money for very few benefits. However, I am positive and confident for the future. Well my decision is based on my resent encounter! Let at a market rent and average level of service charge. The main issue with value for money is there is no acknowledgement of the retail market getting difficult. When the market is good the rent is fair, but in the current climate not so much. Also there is no recognition of long-term tenants - having been in a long time and always paid on time and in full, it would be nice if this ease of transaction was reflected in my lease. The other shops on this road are council owned and therefore cheaper rent! The building insurance is very expensive In comparison to other landlords we deal with across London. I do not know the service charges or rents charged Cadogan Commercial Client Satisfaction Survey December 2014 Page 8

9 We are in a very nice development We have been a very long term leaseholder For the location the rent seems reasonable and means as a business, being profitable can happen earlier in the cycle. Excellent experience Obviously in London, there are cheaper properties around. Generally we are left to our own devices but when required the Cadogan team are very responsive It is expensive but the response is quick and adequate As I get a good service! The rent charged seems to be fair We like our landlord, it is responsive It does what it says on the tin Because I am happy with Cadogan Estates and their staff who try their best to get things resolved as quickly as possible. Cadogan have an appreciation of small business retailers and understand the difficulties of trading in adverse circumstances (building works etc) RECOMMENDATION Not surprisingly, the likelihood to recommend Cadogan largely mirrors satisfaction. Recommendation levels are high. Q7 How likely are you to recommend Cadogan as a property landlord to others? Base: all answering 43 Unlikely 0% Neutral 21% Likely 51% Very Likely 28% Cadogan Commercial Client Satisfaction Survey December 2014 Page 9

10 Reasons for recommendation again point to the quality of relationship and level of care delivered by Cadogan: Cadogan Commercial Client Satisfaction Survey December 2014 Page 10

11 I find the support team very professional We are usually asked for property in the area and always recommend Cadogan There is a need to be more proactive to bring Sloane Street back to life Because it has been easy and fair First class landlord Even if the lease is tough and Cadogan have set terms, once in the care and attention for an overall greater good is outstanding. No wonder Chelsea is what it is. Good communication and always willing to help. Not many Landlords do this! I think Cadogan are good landlords once you understand and accept the Cadogan ethos I am satisfied In my role I deal with many landlords and Cadogan is one of the nicest to deal with! Because the team at Cadogan are very helpful and great professionals and very responsive to our needs Fairness and always to know and usually good understanding of tenant requirements Quality of accommodation, management and location. Cadogan cares for us They are always helpful Because I am happy with Cadogan Estates and their staff who try their best to get things resolved as quickly as possible. In terms of prestige premises in this part of London there's no-one better even if there are occasional teething problems with the office. Overall a good experience. Very lucky to have had dealings with very helpful people in Cadogan They are very responsive and show a real interest in the problems experienced by retailers. Very helpful team and passion for increasing awareness and trade on the street They're professional and they try Cadogan Commercial Client Satisfaction Survey December 2014 Page 11

12 RESPONDENT COMMENTS Respondents were invited to give further feedback as to how Cadogan could improve service levels. These are shown verbatim below. We need improvement in the Security and Maintenance team We d like more personal contact with the Cadogan key players for our area Please, if and when organising surveys in the building, take into consideration that we are a business facing people so we cannot carry out surveys or internal works during opening hours, because this might be detrimental to the overall experience of our customers. Do take this into consideration even if the usual working hours of your surveyors are within our working hours because we simply can't have surveys on the shop floor during opening times. Better and more communication Being a small business witnessing the dearth of small office suites in Chelsea and surrounds due to change of use, I am concerned that new small professional services businesses will be squeezed out of the area. As an estate, this is something a long term custodian might also find damaging. From a building specific point of view we are very happy. Thank you. Improve the hall at 86 Duke of York square in terms of delivery of mail/purchases and security. Deliveries should ring a security personnel and not every office, trying desperately to get in. We do know who is calling, they get mad if we do not open, we feel even threatened. Our bathroom is very cold in the winter, no ladies sanitary bin, no mirror, security personnel and delivery people are constantly using it, it is not cleaned regularly. The code word for the disabled bathroom is very complicated and we never remember when the other bathroom is occupied. Perhaps Cadogan could make it simpler. Faster response to s Main areas of improvement (I am nit-picking!):1/ most people are helpful but some could do with a customer service course I once asked a question and was promptly told to "look in my terms of lease" for the answer2/ if I am calling you about something and am told that you will respond, I do not expect to have to chase up3/ no room for negotiation on anything - if someone asks to negotiate on something, there is a reason behind it!positives:1/ have a very helpful maintenance team - prompt service always2/ if anything has been needed in terms of repair, always been excellent in terms of speed Cadogan Commercial Client Satisfaction Survey December 2014 Page 12

13 Breakfast meetings can be difficult to attend for businesses that operate 2 shifts per trade day - Potentially a lunchtime alternative. Janice has always been a pleasure to work with and recent success with the AMEX event was great! We'd appreciate twice yearly meetings with our Cadogan team to review service levels and specific issues together. We have the potential, but we need the right people to come up with ideas to bring shoppers in. Even the Amex night wasn't pulling - yet a similar event in Bond Street was heaving with people. They have a Bond Street Association; perhaps we should have something like that here. Cadogan Commercial Client Satisfaction Survey December 2014 Page 13

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