Building stronger client relationships

Savills had been collecting customer data for a number of years but were unsure how to unlock its potential. On the strength of our growing partnership, we took this on and worked closely with the senior team to bring this data to life. By holding immersion sessions with senior stakeholders, we were able to give their customers a voice, helping Savills to consolidate and build new relationships with their customers, and improve the performance of its agents.​

All transactions carry a footprint whether it's by property value, location or agent used, but each experience can be very different. By designing two opt in surveys (vendor and purchaser), we were able build a picture of their strengths and weaknesses, and whether they were meeting their customer's expectations. ​

Our independency allowed us to tell the truth. On completion of the survey, short automated responses were sent to regional heads, empowering employees to take action (good or bad). Feedback (responses) were grouped together too, allowing thematic analysis across the estate.​

Automated feedback was a real game changer, allowing regional teams to react to their customers joys (and frustrations). Customer NPS scores were built into internal brand performance measures, and excitingly, client's testimonials are being used to front a new campaign in London in 2024, helping to celebrate Savills extraordinary levels of service. ​