Customer Support
“We don't know what we don't know. We think we know. One of the reasons I love KingsleySurveys is because when you do both surveys and regular 1-1 meetings, you're always going to find out information that you did not know. I promise.”
Kelly Agent
Senior Vice President of Property Management
Overview
For over four decades, Griffin Partners has provided a full range of commercial real estate services in office, industrial, mixed-use, and limited retail across ten target markets in the southern U.S. Driven by a commitment to excellence, their property management team desires to deliver superior tenant experiences.
Challenge
Led by Kelly Agent, Senior Vice President of Property Management, Griffin Partners was keen to understand how the business could improve the tenant experience and boost retention. However, Kelly recognized that relying on subjective feedback alone wasn't sufficient. Without benchmarks on key results and concrete metrics, their efforts to enhance tenant satisfaction were like navigating in the dark. Without quantifiable data, it was impossible to accurately track progress, pinpoint successful strategies, or justify new investments. The challenge was clear: Engage property managers to measure and analyze the tenant experience, paving the way for a data-driven roadmap to improvement.
Company Profile
Industry: Office, Light Industrial, Retail, and Mixed-Use Properties
Headquarters: Houston, Texas
Assets Under Management: $2.6 Billion
Years in Business: 40+
Solution
Kelly turned to Grace Hill’s KingsleySurveys, a trusted partner for survey success, to implement an actionable tenant survey engagement program. KingsleySurveys has a proven track record of delivering insightful data and actionable analytics in commercial real estate.
This collaboration ensured that Kelly’s team had the necessary tools to effectively collect, assess, and act on tenant feedback, driving continuous improvement and building stronger tenant relationships. By leveraging Grace Hill’s expertise and introducing a complete feedback system, Griffin Partners can now accurately benchmark overall tenant satisfaction and measure success.
Kelly knew that the KingsleySurveys feedback loop could best drive improvement if it motivated both tenants and property managers. To facilitate this two-pronged approach to engagement, Kelly implemented the following key initiatives:
- For tenants: Rebranding 'tenants' as 'community members' reinforced their impact.
- For property managers: Ensuring continuous dialogue with tenants through frequent 1-1 meetings to share improvements as a result of KingsleySurveys.
Kelly also developed internal competitive awards celebrating property managers' dedication to increasing tenant satisfaction. This prize became a source of pride and increased employee engagement within the organization.
“It’s been a really good way to get employees motivated because they want to get out, and they want to get responses. And not only that, but the tenants are now more engaged too!”
- Kelly Agent, Senior Vice President of Property Management
Results
In just two years, KingsleySurveys’ comprehensive solution has helped Griffin Partners increase engagement and understand its tenants’ needs. Kelly’s strategic focus on tenant engagement yielded exceptional results in 2024, with their survey response rate skyrocketing to 96%. This exponential achievement was a direct result of their commitment to creating a feedback-driven culture where tenants feel valued and motivated to participate.
The wealth of feedback from KingsleySurveys empowered Griffin Partners to proactively address tenant concerns, implement innovative solutions, and cultivate a stronger sense of community. In turn, Griffin Partners saw an increase in satisfaction scores across all property management sectors, showcasing the effectiveness of their new strategy.
Most notably, tenant retention has risen by 14%, translating into substantial cost savings and revenue preservation for the company, equating to about $14 million in retained lease value.
96%
Tenant Response Rate
$14M
Estimated Lease Retention Value
14%
Increase in Tenant Retention
15%
Increase in Decision-Maker Engagement
Tenant engagement is no longer just good management practice; it is a strategic necessity for long-term organizational success. Griffin Partners' transformation — fueled by KingsleySurveys' comprehensive solution — serves as a powerful testament to the impact of prioritizing the tenant experience. For more about Kelly Agent’s innovative approaches to tenant satisfaction and team building, watch our on-demand webinar.
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