Grainger plc (LON:GRI), the UK’s largest listed residential landlord and leader in the Build to Rent (BTR) sector, has announced the results of its annual independent customer satisfaction survey, which recorded a Net Promoter Score (NPS) of +48 across its portfolio, significantly ahead of the UK BTR sector average of -4.
The results reflect Grainger’s market-leading operational platform and its continued focus on delivering a high-quality customer experience across its portfolio. Through its proprietary CONNECT technology platform, data-led insights and on-site teams, Grainger continues to enhance service delivery and improve operational efficiency, supporting consistently high levels of customer satisfaction and helping to drive strong customer retention and occupancy across the portfolio.
Highlights
- Overall NPS of +48
- 90% of customers agree they really like their Grainger home
- 86% of customers agree Grainger is easy to do business with
- 85% of customers agree Grainger is a brand they trust
- 74% of customers said they intend to stay in their Grainger home, providing a strong indicator of customer retention
The results were achieved during a period of significant regulatory change in the UK rental sector, demonstrating the strength and scalability of Grainger’s operational platform.
Helen Gordon, Chief Executive of Grainger plc, said:
“These results reflect the strength of Grainger’s operational platform which we’ve built over many years and the commitment of our teams to deliver a consistently high-quality customer experience and ultimately drive operational performance.
“We are continually looking for ways to improve the experience we provide to customers. By investing in technology, data and our people, we’re making life easier for customers while improving the efficiency and scalability of our operations.
“Our focus remains on providing great homes and outstanding service for our customers. The investments we have made in our platform, technology and people position us well to support future growth, enhance the customer experience and deliver long-term value for shareholders.”
