90%
resident satisfaction team's helpfulness and friendliness
One Crown Place - Customer Care
Challenge
At this landmark KPF-designed mixed-use development, maintaining customer satisfaction was critical while apartments remained on the market post-completion. The complexity and scale of the scheme required experienced management of communications, completions and aftercare for domestic and international purchasers.
Response
Conductor CX implemented a comprehensive Customer Care strategy and white-labelled service, becoming the single point of contact for residents. We managed communications, homeowner guides and handovers while coordinating contractors and overseeing aftercare, defect resolution and customer satisfaction surveys.
Impact
Professional management ensured smooth completions, handovers and aftercare across the development. Continuous customer feedback informed service improvements, while the scheme achieved 90% overall net satisfaction, reinforcing the development's reputation and providing confidence to the client.
94%
resident satisfaction with the home demonstration process
6
year ongoing partnership with the client