SEGRO’s goal is to be the best owner, manager and developer of industrial property in Europe, creating good business relations with our customers and recognising the mutual benefits that can flow through partnership. It is vital to the continued success of our business that we ensure our customers are consistently satisfied with the product and service levels they get from us, and it is our ambition to exceed their expectations.
SEGRO encourages customers to undertake an independent annual customer satisfaction survey. The feedback is shared throughout the business in workshops and at Board level and the customer relations management team responds to the customer in order to develop stronger relationships and take the opportunities to improve customer satisfaction. This year, we achieved an overall score of occupier satisfaction of 77 per cent for our customer satisfaction survey. 80.1 per cent of our customers rating us as ‘easy’ or ‘very easy’ to work with.
In 2015, we set up a new Customer Relationship Management initiative, led by the Chief Operating Officer. The aim of the initiative is to improve our understanding of the challenges and opportunities facing our customers allowing us to offer potential solutions tailored to their real estate requirements.
Across our portfolio, there are lots of examples of how we’ve been able to attract new customers as well as enabling our existing customers to grow their businesses. All Print Supplies Ltd have been on the Slough Trading Estate for nearly 30 years and in 2015 relocated into new premises on the Estate. It is their fourth premises and they now occupy over 31,000 sq ft of space.
All Print, Slough