Collecting insights from occupants is currently seen as a high risk, low reward add-on to the project timeline. With a more engaged feedback process, we want to transform ownership into an avenue for improving customer satisfaction, increasing business value and building brand trust. What needs to change so that initiating the feedback process is considered an opportunity for clear and consistent return on investment?

What would a ten star experience of giving feedback be? Transforming the post-move-in relationship with occupants into one that is built on transparency, reciprocity and delight is essential for open lines of communication. We imagine a world where occupants are excited to share their insights because they are empowered to be honest, their time and privacy is respected and the reach-out feels deeply genuine.

Gathering occupant insights is only useful if there is a defined scope and pathway for how to integrate these findings. While a report, for example, can capture and consolidate such information, it’s not as useful for creating intuitive feedback loops that fit into project stages. We believe communicating feedback in retrievable, digestible and actionable formats for all stakeholders is crucial for ongoing success.