Customer Behaviour Quarterly Update Short

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Customer requirements Q3 18 highlights

Analysis of initial queries and questions put to us by new customers

By reviewing the initial queries and questions that customers provide when they first come to us, we can see what is top-of-mind when they begin a new search for a block manager

Some of the key findings:

  • Location and proximity to the customer’s building is important but increasingly less so. Whilst almost 50% of customers showed this as a priority 2 years ago, this is now closer to 30%.
  • Customers are increasingly service focussed – instead of providing general request for “better block managers”, they are asking for things like “RTM applications”, “Improved financial management” or “Complete major works”

You can read the full set of findings and implications here


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