Customer satisfaction

As an asset owner, Centuria strives towards for the success of its customers. Our customer engagement model is geared towards responding to tenant needs through a collaborative focus on asset upgrades and a continuous pursuit for operational efficiencies.

This collaborative model is more important in the context of shared spaces where our tenants often rely on us for help in meeting some of their own sustainability commitments.

Customer engagement and improvements in asset performance are managed by Centuria, with the listed and unlisted REITs benefiting from Centuria’s management processes.

Modernising tenant engagement

During this financial year, we are pleased to report that we have made significant progress on the tenant engagement front.

In our first sustainability report, we disclosed that we were in the process of developing an online portal for our tenants. We are proud to report that we have launched T.E.N. by Centuria, a web and mobile application for our tenants which serves as a centralised portal to access all the services available, including:

latest building news and events
building guide
building amenity reservations, work orders and visitor registrations
building management contacts
competitions and exclusive access to local perks and experiences.

The application was initially launched in May 2022 at two of our locations: 818 Bourke Street, Melbourne (ASX:COF) and 111 St Georges Terrace, Perth. During the latter part of 2022, we aim to expand this program to other locations, while enhancing the user experience of the mobile application.

Creating engaging and collaborative workspaces

As a provider of exceptional buildings and services, it is important that Centuria Capital Group provides the best possible spaces for the tenants. When major, prolonged building works are underway, we ensure that property managers and contractors work closely to ensure minimal disruption to tenants as a part of the tender analysis process.

Tenant activations such as the Corporate Snuggle event at COF’s 8 Central Ave, South Eveleigh, to encourage the adoption of rescued cats and dogs, have been successful in driving tenant engagement by encouraging them to unwind and providing them with networking opportunities.

Some tenant activations include the Corporate Snuggle event at COF’s 8 Central Ave, South Eveleigh, to encourage the adoption of rescued cats and dogs, have been successful in driving tenant engagement by encouraging them to unwind and providing them with networking opportunities.

818 Bourke Street, Melbourne VIC

This innovative workspace was created specially to serve towards the success of our tenants. Our indoor and outdoor spaces are equipped with tools that would assist them to conduct meetings, training and other social activities with few logistical issues. We also have dedicated concierges who facilitates the management of some of our larger buildings, helping our tenants with other amenities such as shared cars and touchless parcel lockers. Our buildings have quiet spaces and meditation/prayer rooms where our tenants can unwind and prioritise their mental health.

Managing customer expectations

We believe that communicating and managing customer expectations plays a major role in our success. We are committed to delivering quality service that meets our tenant expectations. To do this we must understand and respond to their changing needs and continuously strive for excellent customer experience.

There are multiple channels of communication available to our tenants. Our facility managers handle tenant enquiries and complaints on a day-to-day basis and all complaints from our annual tenant survey are reviewed by the Tenant Experience Manager.

Strong relationships with our customers have always been a strategic focus for us. We continue to look for new ways to support and actively partner with them to provide solutions to meet their needs. We view our relationships with our customers as partnerships and intend to better meet their property needs and drive increased tenant retention.

Governance

There are multiple channels of communication available to tenants. Facility managers at each location handle tenant enquiries and complaints on a day-to-day basis and all complaints from the annual tenant survey are reviewed by the Tenant Experience Manager.

The annual tenant engagement survey is used to monitor the success of these actions over time. Internal working groups review the results of the annual tenant engagement survey and develop key initiatives to better engage with tenants to improve their experience at the Group’s assets.

Tenant satisfaction data¹

We continuously strive to meet and exceed our customers’ expectations by seeking their feedback through our annual tenant satisfaction survey.

This year, we expanded our annual tenant engagement survey, adding healthcare tenants to the office and industrial tenants already surveyed. We have plans to expand the tenant engagement survey again to retail tenants in FY24.

Centuria continues to maintain high levels of engagement with tenants and continues to work on achieving strong tenant satisfaction rates.

Future improvements

We also continue to explore opportunities to engage more deeply with our customers and encourage improvements in asset performance, including energy, water and waste management. We continuously strive to deliver the best in class infrastructure to our customers which drives environmental stability, as well as greater social stability in the form of satisfaction, productivity and wellness.

Health and wellbeing

Our employees

Community focus

1. The tenant surveys are measured in satisfaction with “extremely satisfied” noted as the data point.

2. Overall satisfaction takes into account responses that fall into the: “Extremely – very satisfied” and “Somewhat – Slightly satisfied” category

3. Likelihood to recommend % relate to those who responded likely to extremely likely.