Continental european Customers
Objective: To work in partnership and continue to support customers by maintaining consistently high standards and good value.
In 2008, we commissioned an independent survey of our customers in Continental Europe for the first time. This is part of our efforts to lead the property sector in understanding and meeting occupiers' needs. Customer relationship management is a key part of how SEGRO is addressing the current economic challenges. 92 customers were interviewed in Belgium, France, Germany, the Netherlands and Poland.
66 per cent of Continental European customers rated their overall satisfaction as 'good' or 'excellent', 72 per cent rated the performance of SEGRO highly and 88 per cent would recommend SEGRO. We will be working to build on this positive first survey, with our local management teams in each country addressing the priorities identified by our customers. Our focus for the next year in Continental Europe will be on encouraging communication and engaging with customers on sustainability initiatives, as well as on providing good value to our occupiers in a difficult economic climate.
| Continental European customer satisfaction mean ratings 2008 | Continental European customer satisfaction % rating as ‘good’ or 'excellent ' 2008 |
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Improving security
Increasing accessibility
Working with occupiers to improve sustainability
Sustainability = value
Customer satisfaction = better retention and more repeat business
Good reputation = more lettings
WHAT PEOPLE SAY
We definitely get benefits from being SEGRO's customer. The warehouse space we lease is modern and it fulfils our expectations. That makes us better and faster than our market competitors.
We have branches all over the country; SEGRO compares very favourably to other landlords.
The site is well located, new and well maintained. It is also secure. Our building meets our business requirements perfectly and is bright and pleasant, which is rather unusual for stock warehouses.
I feel positive about SEGRO and the flexibility with which everything is done.
I am surprised how simple it is to collaborate with such a large company.
The renovation and installation of the air conditioning helps a lot. I am very satisfied, this is better than my experience with other landlords.
2009 Targets
- Improve the overall satisfaction rating of 66 per cent
- Increase the property management satisfaction rating from 67 per cent
- Make customers aware of SEGRO’s sustainability initiatives.