British Land improves

British Land has published the results of its 2011 independent survey into how its customers perceive the business. Eighty percent of its customers across both offices and retail rated British Land good or excellent, consistently outperforming industry averages.

In retail, almost 90 percent of occupiers rated its responsiveness as good or excellent, up from 66 percent in 2009. Satisfaction with service charge management was 75 percent compared with an industry average of 11 percent. Almost 80 percent rated British Land’s property management as good or excellent, up from 56 percent in 2009.

In offices, 92 percent of occupiers recommend doing business with British Land, a 12 percent increase on 2009. Satisfaction with value for money increased from 17 percent to 65 percent compared with an industry average of 14 percent, and 73 percent of occupiers rated Broadgate Estates as good or excellent, up from 53 percent in 2009.

Various opportunities for improvement were identified. One of these was to enhance the transparency of mid-year reviews, year-end statements and insurance renewal reports in line with the company’s new, more reader-friendly service charge budgets.