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    Differentiating at the right journey touchpoints is the key to value creation

    Pre - leasing

    Key customer considerations

    Did the brand offer enough help for me to assess the property?

    • Importance of the stage

      43 percent of the customers consider property听 assessment experience as most impactful in defining their overall impression of the brand

    • Top rated experience parameters

      A) Property details and offerings

      B) Location visit and accessibility

      C) Accuracy of risk assessment

    • Hygiene parameters

      A) Fair costing and market estimate

      B) Future potential of development in the area

    Leasing

    Key customer considerations

    Did the brand make leasing informative and seamless?

    • Importance of the stage

      50 percent of the customers consider the leasing experience as most impactful in defining their overall impression of the brand

    • Top rated experience parameters

      A) Regular stakeholder communication

      B) Support on financing and payments

      C) Stringent legal and regulatory compliance

    • Hygiene parameters

      A) Thorough due diligence

      B) Fair negotiation and pricing

    Leasing period and renewals

    Key customer considerations

    Did the brand meet the commitments?

    • Importance of the stage

      7 percent of the customers consider utilizing the property for day-to-day operations as most impactful in defining their overall impression of the brand

    • Top rated experience parameters

      A) Timely renovation

      B) Regular compliance and reporting

    • Hygiene parameters

      A) Vendor relationship

      B) Efficient crisis management and risk mitigation

      C) Easy lease renewal

    Government regulation, brand image of the builder and location are top customer considerations while assessing property

    Q1 - Did the brand offer enough help for me to assess the property?

    cx-report-commercial-real-estate-1

    Voice of Customer insights

    Location visit and accessibility are crucial parameters for customers when assessing a property 鈥�

    • 鈥淭he location is very important; I need a property connected by a main road and metro鈥�
    • 鈥淚 saw a lot of properties; some were good, but there were problems like it is not near any road or food shops.鈥�
    • 鈥淚f I don't like the location, I don't go for that property.鈥�

    Customers cited that they evaluate properties based on zoning and regulations 鈥�

    • 鈥淭he government regulations are very strict near schools, petrol pumps, hospitals, and liquor shops, so I avoid leasing property near these places."

    Clear communication on payment terms, taxes and revealing any legal compliances ensures customer conversions

    Q2 - Did the brand make leasing informative and seamless?

    cx-report-commercial-real-estate-2

    Voice of Customer insights

    Customers stated that support on financing increases the ease of leasing the property 鈥�

    • "If the payment terms are flexible, it becomes easier to lease a property.鈥�

    Customisations and fit-outs facilitated by builders听are prioritised for leasing commercial properties 鈥�

    • 鈥淚 approached the builder for customisation, they provided the contact for another person. I would have preferred full support from them to make the changes.鈥�

    Customers value good project management and transparent communication 鈥�

    • 鈥淎 few builders don鈥檛 reveal the entire information. There is some water issue on the property or there is no power backup. They might also hide penalties or unpaid taxes in order to make the sale.鈥�

    Post- leasing, builders must ensure sustainability and timely renovations for renewals

    Q3 - Did the brand meet the commitments?

    cx-report-commercial-real-estate-3

    Voice of Customer insights

    Post leasing, builders are maintaining a good relationship with the customers听鈥�

    • Efficient property management and maintenance is another area where customer ratings are high

    For continuous engagement with the customer and ensuring regular renewals 鈥�

    • Buiders should match local competitors in infrastructure upgrades.
    • Builders must incorporate energy-efficient systems, like solar panels, LED lighting, and smart thermostats, that can significantly reduce energy consumption.
    • Consistently showcasing a history of completed projects can demonstrate the builder's reliability and success.

    Striking the right balance between delighting the customer and the cost of servicing them is key to maximising value

    Performance of the segment on the prioritised experience attributes

    cx-report-commercial-real-estate-4

    Companies are expanding to tier 2 and tier 3 cities as part of post-pandemic movement of the talent pool

    • With rising costs and saturation in tier 1 cities, builders are expanding their portfolio in tier 2 and tier 3 cities.
    • With high demand for GCCs in tier 1 and tier 2 cities, selecting a location is increasingly influenced by the availability of the right talent pool.

    Rising demand for听green energy compliant office spaces

    • Tenants recognise the long-term benefits of energy-efficient, eco-friendly buildings and are willing to pay a premium for socially responsible builders.

    Renovations and upgrades to address the return-to-office shift

    • Flexible workforce has driven businesses seeking cost-effective and adaptable solutions, such as renovation and redevelopment of existing properties versus newer development.

    Builders must align their strategy with customer trends for effective short-term investment plans听

    Customer retention is driven by transparent communication, trusted brand name and reliable customer support

    Customer segmentation based on Satisfaction and Loyalty听

    (percentage share of respondents)

    cx-report-commercial-real-estate-5

    Customer retention is dependent on their satisfaction with the brand and their tendency to explore alternatives. 鈥楢mbassador鈥� are highly satisfied customers who will keep contributing to the brand鈥檚 success. 鈥楽witchers鈥� on the other hand, are always seeking better options. 鈥楥ritics鈥� as the third segment, actively convey negative feedback about the brand, if not satisfied. Finally, 鈥楧ependents鈥� are customers who remain loyal despite low satisfaction due to lack of alternatives in the market.

    Perceived overpricing and hidden costs directly impact a developer鈥檚 credibility

    • 11 percent of customers seek more transparent and cost-effective alternatives when there are unexpected expenses and lower than expected returns

    Unresponsive support and post-sales neglect leads to customer churn

    • 7 percent of customers value a personalised approach that addresses their specific needs. A generic, one-size-fits-all service can push them away

    Negative word-of-mouth or online reviews can significantly impact a developer's credibility. On the other hand,

    • A broad portfolio听signals that the builder has a wealth of experience and a range of successful projects, which instills confidence and trust

    鈥楨xpectation鈥� and 鈥業ntegrity鈥� pillars hold high weightage in defining the overall experience, with a need for improvement on 鈥楨mpathy鈥�

    Performance across the 乐鱼(Leyu)体育官网 Six pillars of Customer Experience听

    (Weightage of the pillars to the overall experience requirements)

    cx-report-commercial-real-estate-6

    鈥楨xpectation鈥� (23 percent) is the key pillar in defining the overall experience with any commercial real estate builder, followed by 鈥業ntegrity鈥� (22 percent)

    Builders can meet customer expectations by 鈥�

    • Keeping the lines of communication open
    • Offering virtual tours, 3D renderings, and interactive floor plans can provide a more immersive experience for potential customers
    • Being responsive to inquiries and providing prompt customer support
    • Offering flexible lease terms and payment plans particularly appealing to startups and small businesses.

    Builders are failing to meet customer expectations on 鈥楨mpathy鈥�. Small initiatives can go a long way 鈥�

    • Take the time to understand the challenges and pain points your customers are facing
    • Offer customised solutions that cater to the specific needs and preferences of each customer
    • Build a personal connection with customers by showing genuine interest in their success.

    Managing customer expectations throughout project management will translate into high rates driven by trusted operations

    Top experience attributes influencing the customer鈥檚 willingness to pay

    • Meeting customer expectations on the range of facilities as well as the look and feel of the property at possession
    • Superior quality of construction and maintenance of amenities
    • High level of trust between customer and brand
    • Transparent communication on all legal compliances, government regulations and contract terms
    • High quality service across all interactions with sales staff, in alignment with property cost

    An individual鈥檚 willingness to pay a premium is driven by immediate needs. As today鈥檚 customer evolves, the focal aspects of premiumisation has shifted from functionality to experience. This aspect may translate as personalised convenience, focus on wellbeing or even exclusive amenities.

    Ensuring customers鈥� peace of mind can help builders claim a premium on the property

    • 31 percent of customers have a greater propensity to pay if the builder meets their expectations on facilities, construction quality, premise maintenance, etc.
    • 28 percent of customers would pay more to the builders they trust and who seem reliable

    25 percent of customers will have a greater propensity to pay if the builder 鈥�

    • Communicates actual timelines
    • Encourages customer feedback
    • Offers regular updates on renovations and lease terms

    Personalised attention from a broker and in-depth knowledge of the market will offer better turnaround on offer negotiations

    Our customer experience (CX) insights across sectors

    Mastering intentional experiences: India CX report' 25

    Benchmark experience from the customer鈥檚 viewpoint, to uncover prioritised attributes driving value

    Mastering intentional experiences: India CX report' 25

    Key Contacts

    Nikhil Sethi

    National Leader Consumer Goods and Co-Lead Customer & Operations

    乐鱼(Leyu)体育官网 in India

    Chintan Patel

    Partner, Deal Advisory & Head - Building, Construction and Real Estate

    乐鱼(Leyu)体育官网 in India