Great Portland Estates (LSE:GPE) recorded an overall Net Promoter Score (NPS) of +29.7 across its office and retail portfolio, marking its highest result in three years and beating the peer average of +13.62.
The group's Fully Managed product led the pack with an NPS of +49.1. The survey captured feedback from 146 customers, representing 58% of GPE’s total office and retail customer base. GPE said the survey was carried out on its behalf by Real Service.
Office, retail and overall scores all sit above the industry average. Retail NPS improved materially year on year after targeted changes following last year’s feedback, and scores for customers located in or around GPE development and refurbishment sites also rose, a sign the company says its customer experience during works has measurably improved.
"Achieving our highest overall NPS in three years, alongside record customer engagement, gives us real confidence that we are strongly delivering in line with our Customer Charter which positions our customers at the heart of everything we do. Key drivers of our promoter scores are the quality of service provided by our customer experience managers, our on‑site service partner teams, all in our best‑in‑class workspaces," said Rebecca Bradley, Customer Experience Director
