Customer Support
"The KingsleySurveys team provides great support, ensuring that our team can get the most out of the results of the surveys."
Florian Wnuck
Europe Head of Business Development
Overview
GLP is a leading global investment manager and business builder in logistics, real estate, infrastructure, finance, and related technologies. The European operating portfolio consists of more than 5.6 million SQM of warehouse space in strategic logistics markets, which are leased to blue chip customers such as Amazon, DHL, and DB Schenker. In addition, GLP Europe has a prime land bank that allows for the development of a further 4 million SQM.
GLP was keen to understand how the business could improve customer experience and partnered with KingsleySurveys to undertake a customer survey to measure satisfaction.
Company Profile
Industry: Logistics Real Estate Investor, Developer, and Asset Manager
Headquarters: Singapore
Countries Served: 17
Year Founded: 2007
Challenge
Previously, tenant sentiment was recorded through feedback received from bi-annual customer meetings. GLP wanted to standardize the process to capture survey responses that measured relevant data and create benchmarks to understand how the company performed over time.
Solution
KingsleySurveys partnered with GLP to create a comprehensive survey program that captured meaningful data in key customer areas, including occupancy, rent collection, and more. GLP worked closely with their clients to understand how more formal survey feedback would help them better support their tenants.
As the leading solution in the industry, KingsleySurveys captured the survey responses in real-time and then used the Kingsley Index to benchmark customer data against peers. GLP used the survey data to create detailed action plans, quickly generating tangible results from the process. Feedback was presented in multiple languages so teams in different countries could more effectively review their specific data.
Leveraging the analytics from KingsleySurveys, each country was able to determine areas that were going well and identify opportunities for improvement.
"We moved from a finger-in-the-wind approach to one that was driven by more tangible facts and data. We used to discuss customer service around the coffee machine, but now it’s more structured."
- Florian Wnuck, European Head of Business Development
Results
GLP has transformed its approach to customer experience by partnering with KingsleySurveys, creating a structured, data-driven process with clear, trackable performance goals. This collaboration has led to higher customer satisfaction and increased response rates.
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
