13 March 2017 | Herpreet Kaur Grewal
Landlords and managers who invest in building relationships with their occupiers will see greater financial returns, according to unpublished research.
Consultancy RealService co-funded PhD research by Dr Danielle Sanderson at the Henley Business School, shows that a link exists between customer satisfaction and property performance.
A rise in occupier satisfaction by one level (on a five-point scale) will improve total returns by over 1.9 per cent a year, says the study.
Howard Morgan, founder and managing director at RealService, presented extracts from this research at a Morgan Lovell workplace event in London last week.
Sam Sahni, head of workplace consultancy at Morgan Lovell, also told delegates that the old workplace model of working 8 to 5 in workplaces that were "a product of the Industrial Revolution" was obsolete.
"These were places we needed or had to be at," said Sahni, adding that now it was about creating a "destination workplace" designed to make employees comfortable and motivated enough to want to be there. An example was having an office laid out like a lounge, like Morgan Lovell's project at Nuffield Health in Surrey.
Morgan Lovell designed the workplace "to be informal while remaining professional. A concierge service replaces a conventional reception, while a staff restaurant and office gym encourage health and fitness".