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Facility Management Survey

Rodrigo Costev • 5/6/2024

Cushman & Wakefield's strategy is to carry out customer satisfaction surveys, with the aim of evaluating the degree of satisfaction with the services provided, and also working on loyalty, thus improving the relationship.

This research brings several benefits, such as:
• Identify the strengths and weaknesses of the company, the service and the services provided;
• Obtain feedback and suggestions to improve quality and innovation
• Measure the level of customer satisfaction and loyalty
• Increase the company's reputation and competitiveness in the market
• Improve customer perception of the services provided

At Cushman & Wakefield, satisfaction surveys were implemented in Management contracts with the aim of capturing customer perceptions on the following topics: quality of service, quality of service, organization and standardization, innovative solutions and response time, in addition to the application of Net Promoter Score (NPS).

To maintain the impartiality of the research, it is coordinated and conducted by the Corporate Engineering area; It is up to the operational team to simply define the list of customers who will respond to the surveys.

To conduct a good customer satisfaction survey, Cushman & Wakefield adopts a well-defined methodology, which covers:

Define the objective and scope of the research, that is, what you want to know and who you want to know from
• Choose the type and method of research best suited to the objective and target audience
• Prepare research questions, using clear, objective and impartial language
• Apply the research to customers, using the direct communication channel, respecting privacy, ethics and current legislation
• Analyze research results, identifying the main indicators, opportunities and strengths
• Take the necessary actions based on the research results, correct and improve weaknesses, innovate and surprise customers, etc.

Net Promoter Score (NPS)
The Net Promoter Score (NPS) is a metric widely used to assess the level of customer satisfaction, identifying the likelihood of them recommending the company to their relationship network, and, consequently, leveraging opportunities for sustainable business growth.
Let's explore in more detail what NPS is, how to calculate it and why it is important to boost your business.

The NPS calculation is simple. Simply enter a question about the company's likelihood of being referred on a scale of 0 to 10. The survey results divide customers into three groups:
1. Promoters: customers who rate it 9 or 10. They are enthusiastic about the company and are likely to recommend it to others.
2. Neutral: customers who rate it 7 or 8. They are satisfied, but not as enthusiastic as promoters.
3. Detractors: customers who give ratings from 0 to 6. They are not satisfied and may even speak badly about the company.
The NPS calculation is done by subtracting the percentage of detractors from the percentage of promoters. The result varies from -100 to 100.

We enhance your business
With the satisfaction survey methodologies applied at Cushman & Wakefield, we have powerful metrics in our hands to measure customer satisfaction and identify growth opportunities.

These concepts help you build a solid customer base. Through a culture of continuous improvement and enchantment, we enhance our customers' businesses and, as a consequence, sustain the growth of our business.

Featured Insights

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Article • Facilities Management

Facility Management Portal Facilities

In addition to all the know-how of Facilities Management professionals, Cushman & Wakefield provides FM clients with centralized management software that aims to meet with quality the governance and administration needs of building maintenance services, specialized maintenance and softservices.

Rodrigo Costev • 6/6/2024
Edificio Barao de Maua
Article • Labor / Talent

Property Management Edificio Barao de Maua

Built in 1960, the Barão de Mauá building is one of the architectural treasures of the city of Rio de Janeiro. Designed by Oscar Niemeyer together with Sabino Barroso and Lúcio Costa, it went through different periods in the country's real estate and economic market and recently gained more technology and functionality, which further enhanced its charm.

Located in the central region, it has more than 23 thousand m² of built area and 20 corporate buildings, currently 100% occupied by the largest electricity company in Latin America and one of the largest in the world. Around 750 users pass through there per day.
After an important retrofit, completed in 2018, the Barão de Mauá Building re-emerges revamped in the Rio real estate market to continue writing its history in the heart of the city.

Learn a little about the work that the Cushman & Wakefield Property Management team has been carrying out in the condominium and understand how this successful relationship has been built long before the renovation.

2002 to 2017 – Property and Facilities Management
Even before the retrofit, Cushman & Wakefield already worked with Property Management in the common areas of the condominium and also provided Facilities Management services in the private areas.

2018 – Completion of retrofit
Between 2015 and 2016, the Barão de Maurá Building was vacated to carry out the retrofit. The work was completed in 2018, the property had its facilities completely modernized, which placed it among the best-rated corporate buildings in the city, with LEED Gold certification, which proves that the project complies with strict construction use standards, in addition to the Procel A seal, which attests to its energy efficiency. The iconic architectural design has had its original characteristics preserved.

At this point, Cushman & Wakefield then resumes condominium management work.

2019 – Reoccupation
In 2019, the Barão de Mauá building opened its doors to its new occupant, which would later become the largest electrical energy company in Latin America and one of the largest in the world, becoming a single-user building.

In addition to the common areas, the Cushman & Wakefield team dedicated to the operation provided full support to the occupant during the process of reoccupying the building, going through challenging moments when the COVID-19 pandemic devastated Brazil and the world.
With delays throughout the supply chain and a direct impact on service provision, a lot of resilience and expertise was required to deal with adversity.

Another important moment in relation to occupant support also required new efforts from the team. After being incorporated by another company, the occupying company goes through a relayout process that included new reforms.

2024 – Operational Excellence Award
Having overcome the challenges, today the team is reaping the rewards of the work carried out over all these years.

The quality of the service provided was recently recognized. The Barão de Mauá Building was highlighted in the operational excellence award, which annually recognizes Cushman & Wakefield's best operations in Property Management. Result of the combined efforts of all members.
“Today we find ourselves on a “cruise” in relation to the maturity of this operation. Having overcome the challenges, we managed to stabilize all aspects and continue working to always be more efficient”, reports Monica Mariani Portfolio Manager at Cushman & Wakefield.

Stela Hirata • 6/5/2024


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