NB Real Estate, the UK’s largest specialist property management company, instructed Acritas in spring 2008 to conduct its first structured client feedback programme. NB Real Estate wanted to better understand the views of its clients in areas including service delivery, relationship management, brand perception and the procurement process.

Following a scoping workshop, Acritas designed a qualitative topic guide and interviewed face to face a range of NB Real Estate’s key clients. Acritas used the findings of the qualitative interviews to inform the design of the quantitative questionnaire which was used to gather opinion from a wider base of clients including both investors and occupiers.

Acritas provided NB Real Estate with individual interview summaries which allowed NB Real Estate to follow up on individual findings, as well as collated analysis which enabled them to review the bigger picture in areas including overall satisfaction, selection criteria, favourability drivers and marketing effectiveness.

Since first being instructed, Acritas has also conducted brand research for NB Real Estate to help inform an advertising campaign and a post transaction survey is in the pipeline.