Measuring your customer journey

Our bespoke ‘INSIGHTS’ tool provides residential and commercial property investors with an invaluable quarterly report to assess their customer on-boarding procedures.

We’ve developed a unique template, designed specifically for real estate, to measure key customer touch-points like marketing channels, the viewing experience and prospect engagement. Our team are conducting mystery shopper visits for some the UK’s largest house builders and commercial property owners, to help gather insights on their agents and sale / letting processes.

We can also provide you with an analysis of your peers using competitor surveys, allowing us to feedback on marketing incentives and any new services which are being offered.

Measuring performance

We assess the entire customer journey from initial enquiry through to conversion. Our reports are designed to be clear and concise with the use of info-graphics and key performance indicators. We can continually measure performance over a set period, to inform and influence decision making and illustrate how strategic changes are impacting conversion rates.

Our reports highlight and monitor potential flash-points to identify key issues and areas of concern.  We have developed a tried and tested model for analysing performance across the following customer touch points:

Online marketing channels

Assessing your presence online through accuracy, brand consistency, platform rankings and the quality / accuracy of your marketing literature.

Enquiry process

Measuring customer response times via live chat, email or direct calls. We assess the information flow, lead management and prospect engagement.

Customer viewing experience

We assess the arrival experience, knowledge and engagement of on-site staff, presentation, and procedures for ensuring a safe visit.

Post viewing

Assessing follow-up procedures, response times, prospect engagement, information gaps and feedback.

Conversion

We examine sale procedures, quality of information, willingness to convert and the presentation of offers / incentives.

Focus questions

We have created sector specific key questions to assess the performance of your staff, their product knowledge and customer engagement. Our reports go beyond the simple delivery of one-dimensional information and you can use our reporting platform to help you with training, development and motivation of your employees.

Bespoke reporting tools

We also undertake a wide range of bespoke client assignments designed to help improve your customer retention levels. We can carry out independent surveys of your occupiers, providing valuable feedback to influence your asset management strategy.

If you have a project in mind feel free to contact us for a confidential discussion. We would be happy to share some of our case studies and reporting tools.   

Get in Touch

Deal Done – 7,000 sq ft Industrial Unit

Acting on behalf of our retained clients, we have just leased a 7,000 sq ft unit to South Ayrshire Council on a 10-year lease.

There is still a strong demand for industrial properties. For assistance marketing your property or finding a new property please contact us on 01292 436027 (Ayrshire) or 0141 354 8962 (Glasgow).

Help with your business space strategy during Covid-19

In this complex and uncertain time, we’d like to take the chance to send our support to all businesses out there. Unpredictable situations like these can present companies with a whole new set of challenges, but there are steps you can take to address the problem.

We understand that your business property rent is probably one of your largest outgoings, and we’re here to help you in any way that we can. Flexibility is now more important than ever, and we are always on hand to help you and your business whenever you need us.

North Property Advisors are here to help however we can, particularly if your business:

  • is coming to the end of its lease/license
  • wants more flexibility
  • has excess space to fill
  • is uncertain about the flexible options available
  • improve cash flow in their business
  • needs a short-term office solution
  • needs to plan ahead for their workspace strategy

Here are the ways in which we can help you right now:

Find temporary, flexible office space for your business

Regardless of the increase in remote working, we know that many businesses will continue to need office or industrial space in the short-term—whether it be for meetings, storage of stock, or if you’re coming to the end of your contract and don’t want to tie yourself down. To address this, we can connect you with owners offering temporary, flexible contracts as short as one day.

Give you advice on your pending lease or contract renewals

Many businesses may be approaching the end of their lease or license. If this is you, and you are worried about how best to manage this process, we are here to help and advise on the best approach.

Give you advice on restructuring your lease

Even if you’re not at the end of your contract, you can still make significant cost savings by renegotiating the terms of your lease. This can help improve your cash flow in the short term and realign your lease terms with the long-term operational needs of your business.

Identify deal opportunities in advance—where you can decide now, pay later:

Most property owners are aware of the huge need for flexibility right now, with many offering the possibility for your business to lock in a deal now, but pay later. This could be a chance for your business to make the most of an attractive rental price for when we reach the other side of the crisis and enable you to sign for a property but not have to pay until you can move in. We can identify these opportunities for you and ensure that your agreement allows for this.

Manage the subletting of excess workspace you have to generate extra income

We regularly assist businesses looking to sublet excess space that they have. We can manage the whole process for you—from advising on whether this is possible in your case to listing and marketing your space on our systems for free. If you’d like to learn more, please contact [email protected]

Keep you informed about the best property deals

In light of the current situation, many property owners are adapting their services in line with the need for increased flexibility. A significant number of landlords are offering highly- competitive deals at the moment, from rent-free periods to discounted rent. We can put you in touch with these providers—give us a call on 0141 354 8962.

Advise you on your general business space strategy in the current situation

We are here to give you expert advice on your workplace space strategy and your business and team’s changing needs. We’re aware that the current situation may require you to change course and where we can help, we will.

Virtual viewings

We’re very aware that in-person viewings may not be possible at this time due to temporary workspace closures and remote working policies. Many property owners are also able to offer viewings via video call. Contact us at [email protected] to learn more.

We are fully committed to helping businesses through these difficult times. If there is anything we can do to help, please give us a call:

0141 354 8962