Customer Support
“It’s a phenomenal tool to get a good sense of what your tenants are happy with and what can be improved. It’s been incredibly helpful to our tenants and teams."
Amanda Schroeder
Director of Client Engagement and Business Operations
Overview
For more than 38 years, Lillibridge has developed trusting relationships and partnerships with healthcare providers to create exceptional places of care. With approximately 14,000 physician tenants and averaging 27 million patient visits each year, Lillibridge set out to identify a framework and an approach to gauge tenant satisfaction. Based on its reputation as the real estate industry's leader of providing research and performance benchmarking solutions, Lillibridge reached out to Grace Hill to implement KingsleySurveys.
Challenge
Lillibridge identified a need to measure tenant satisfaction and understand how its performance data compared to peer benchmarks in overall management, engineering, leasing satisfaction, and renewal intention. The goal is to maintain or exceed the top quartile for overall tenant satisfaction.
Company Profile
Industry: Healthcare
Headquarters: Chicago, Illinois
Number of Team Members: 250
Portfolios: 18 million square feet of medical offices across 32 state
Years in Business: 15+
Solution
Lillibridge leveraged Grace Hill's KingsleySurveys to implement a comprehensive program to understand its tenants’ needs, share response details with General Managers, and communicate building-specific action plans to its tenants. This holistic program helped them understand overall satisfaction levels and determine where to make improvements. Managers share tenant comments with their teams, and when specific employees are mentioned, they are recognized for going the extra mile to create exceptional care and support for tenants.
Lillibridge management established the “Kingsley Cup,” a traveling award given to the team with the highest overall satisfaction score, which has become a source of pride and employee engagement within the organization.
Properties that exceed the annual Kingsley Index display banners in lobbies, thanking tenants for helping them achieve the Kingsley Excellence Award for satisfaction.
- As a numbers-driven and competitive organization, KingsleySurveys gives Lillibridge the tools it needs to measure tenant satisfaction.
- Lillibridge uses KingsleySurveys reports to understand their performance among all KPIs and other areas highly correlated to overall tenant satisfaction.
- Individual portfolios increased survey response rates by creatively engaging tenants and communicating the positive changes that occurred due to their feedback from the annual survey.
Results
19%
Increase in Tenant Responses
66.7%
Decrease in Completion Time
16%
Increase in Overall Satisfaction
Like what you see? Download the PDF version to save and share.
Ready to get your team on the path to excellence?
Request a demo to learn how Grace Hill solutions can help get you there.
See How Similar Organizations Are Succeeding
Griffin Partners
CenterPoint Properties
