Our experience on tenant surveys and GRESB

Real estate companies increasingly use tenant surveys to monitor and improve their services and tenant satisfaction. Over the past 15 years, Customeyes has developed into the market leader in tenant surveys. The insights we generate are also used for the Global Real Estate Sustainability Benchmark (GRESB). But what exactly is GRESB — and what can Customeyes contribute? Let’s dive deeper.

What is GRESB?

GRESB was founded in 2009. Each year, an online assessment records data on the Environmental, Social and Governance (ESG) performance of real estate funds, companies, developers, asset managers and other property organizations. Through this, GRESB motivates the real estate sector to make a positive contribution to people, the environment and society.

Why real estate organizations participate in the GRESB assessment

• Recognize: GRESB identifies risk areas, opportunities and the impact of your portfolio.
• Attract: GRESB helps attract new investors looking for in-depth risk, opportunity and impact analyses.
• Benchmark: GRESB provides insight into your ESG performance — how you compare to the benchmark, and where you can improve.
• Report: With GRESB as a globally accepted standard, you can demonstrate validated ESG performance to the market.

GRESB Proof

Each year, we survey more than 100,000 tenants about their experience. Our questionnaire is GRESB proof — meaning it fully addresses all GRESB components related to tenant satisfaction.
We offer tailored questionnaires for every type of real estate organization. These have been carefully developed using insights gained over the past 15 years.

Depending on your information needs, we explore themes such as: general satisfaction, property and living environment, sustainability, service provided by the property manager, repairs and maintenance, service charge settlement, complaint handling and customer service.

And it doesn’t stop there. The feedback you receive enables you not only to report but to act — and genuinely improve your organization.

We know the industry inside out. In addition to our annual benchmark among institutional residential investors, we conduct surveys for investors, asset managers, pension funds and developers — across housing, offices, retail, rural, healthcare and other real estate types.

Because we collect so much tenant feedback, we can create specific benchmarks within each segment. These benchmarks provide highly valuable insights that help us advise real estate organizations even better on tenant satisfaction.

Sustainability survey

Together with IVBN and six participating investors, we also developed the Sustainable Procurement Monitor for the Real Estate Sector, based on ESG criteria. This tool enables suppliers to share how sustainably they operate, make commitments, and align themselves with sustainability ambitions. In doing so, we make sustainable operations concrete and visible, while helping the sector strengthen its collective social impact.

More than just a questionnaire

Customeyes is a full-service survey agency. We take care of the entire tenant survey process — from setup to insights and follow-up. You receive ready-to-use insights and clear advice on where to improve. Our benchmark shows how your organization scores compared to previous years, departments or peers.

In our dashboard, you can filter results down to the individual rental unit level. At the end of each survey, we thank tenants for their participation and then work internally with your team to turn insights into action.

We present the findings through clear analyses and recommendations. Afterward, we can help facilitate an interactive workshop to create a concrete action plan. Using our Find–Deepen–Improve method, we translate research results into targeted improvement actions — ensuring that feedback leads to real progress.