{"id":7509,"date":"2024-07-18T13:41:11","date_gmt":"2024-07-18T11:41:11","guid":{"rendered":"https:\/\/www.customeyes.nl\/klanten\/catella-investment-management-benelux\/"},"modified":"2025-01-02T08:48:27","modified_gmt":"2025-01-02T07:48:27","slug":"catella-investment-management-benelux","status":"publish","type":"clients","link":"https:\/\/www.customeyes.nl\/en\/case-studies\/catella-investment-management-benelux\/","title":{"rendered":"Tenant satisfaction as catalyst for value creation"},"content":{"rendered":"<\/div><\/div><\/div><\/div><\/div>\n<div class=\"client-header\">\n    <div class=\"container\">\n\n        <h1 class=\"client-header__title\">Catella <\/h1>\n        <p class=\"client-header__subtitle\">Tenant satisfaction as catalyst for value creation<\/p>\n        <div class=\"row justify-content-center\">\n                            <div class=\"center-block col-xs-12 col-md-3 col-sm-6 is-animated\">\n                    <div class=\"client-header__block\">\n                        <img decoding=\"async\" src=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Catella-IBM.png\"\n                             class=\"client-header__logo\"\/>\n                    <\/div>\n                <\/div>\n                                        <div class=\"center-block col-xs-12 col-md-3 col-sm-6 is-animated\">\n                    <div class=\"client-header__block\">\n                                                <div class=\"client-header__faces\">\n                                                            <img decoding=\"async\" src=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Danny-van-Boxmeer.jpeg\"\/>\n                                                                                        <img decoding=\"async\" src=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/01\/DSC_1753-511x768.jpg\"\/>\n                                                    <\/div>\n                                                    <h2>In conversation with&#8230;<\/h2>\n                                                                            <p>Danny van Boxmeer, Senior Asset Manager at Catella Investment Management Benelux (CIMB): \u2018Our mission &#8211; The sustainable link between property and capital &#8211; can be interpreted in two ways. On the one hand, we make property available for investors; on the other, we ensure appropriate housing supply for tenants in a tight rental market.\u2019<\/p>\n                                            <\/div>\n                <\/div>\n                                                    <div class=\"center-block col-xs-12 col-md-3 col-sm-6 is-animated\">\n                    <div class=\"client-header__block\">\n                        <svg width=\"59px\" height=\"56px\" viewBox=\"0 0 59 56\" version=\"1.1\"\n                             xmlns=\"http:\/\/www.w3.org\/2000\/svg\"\n                             xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\">\n                            <g stroke=\"none\" stroke-width=\"1\" fill=\"none\" fill-rule=\"evenodd\">\n                                <g fill-rule=\"nonzero\">\n                                    <path d=\"M4.73231275e-06,35.6205716 L4.73231275e-06,5.5843514 C4.73231275e-06,3.48499867 1.69487081,1.78313702 3.78558821,1.78313702 L39.8535743,1.78313702 C38.6905054,4.24568893 38.6685533,7.09803006 39.793581,9.57833735 L26.8050264,10.4096647 C23.8265052,10.5744558 21.5039633,13.0626571 21.5328612,16.0578765 C21.561759,19.0530958 23.9318728,21.4956477 26.9130144,21.602464 L37.55583,22.2651163 L39.3556297,39.3976895 L29.270752,39.3976895 L40.0695503,52.8555547 C40.708941,53.6540653 40.5827066,54.8218371 39.7875817,55.463995 L39.631599,55.5905013 C38.836373,56.232533 37.6734046,56.1057772 37.0338881,55.3073681 L27.7289236,43.7109534 L27.7289236,54.1025458 C27.7289236,55.1272695 26.9016379,55.9579721 25.8811293,55.9579721 L25.6711526,55.9579721 C24.650644,55.9579721 23.8233583,55.1272695 23.8233583,54.1025458 L23.8233583,43.7109534 L14.5363918,55.3073681 C13.8968753,56.1057772 12.7339069,56.232533 11.9386809,55.5905013 L11.7826982,55.463995 C10.9875733,54.8218371 10.8613388,53.6540653 11.5007296,52.8555547 L22.2575325,39.4278101 L3.78558821,39.4278101 C2.78054999,39.4278113 1.81676294,39.0265006 1.10665651,38.3123311 C0.396550078,37.5981617 -0.00158327756,36.6297596 4.73231275e-06,35.6205716 Z M48.2826363,11.4819566 C51.4402491,11.4819566 54,8.91163307 54,5.7409783 C54,2.57032354 51.4402491,8.8817842e-16 48.2826363,8.8817842e-16 C45.1250235,8.8817842e-16 42.5652725,2.57032354 42.5652725,5.7409783 C42.5652725,7.26358041 43.1676359,8.72382071 44.2398496,9.80046299 C45.3120633,10.8771053 46.7662971,11.4819566 48.2826363,11.4819566 Z\"\n                                          fill=\"#5BB1AE\"><\/path>\n                                    <path d=\"M54.0520795,13.0060351 L52.2173522,13.0060351 C52.1433463,13.0055511 52.0733052,13.0389948 52.0277638,13.0965614 L49.0065795,16.8141754 C48.890377,16.9503839 48.7191544,17.0290063 48.5387241,17.0290063 C48.3582938,17.0290063 48.1870712,16.9503839 48.0708687,16.8141754 L45.0496844,13.0905263 C45.0048266,13.036172 44.9372408,13.005048 44.8662117,13.0060351 L42.3037093,13.0543158 L26.8308429,14.0380351 C26.2885629,14.0879306 25.7897376,14.351987 25.4476859,14.7702182 C25.1056342,15.1884494 24.9493956,15.7253485 25.0144629,16.2589474 C25.1601086,17.24421 25.9940958,17.9886963 27.0020841,18.0332632 L40.7136124,18.9023158 C40.8406561,18.9102569 40.9436952,19.0068529 40.9582427,19.1316491 L43.6614075,44.1108772 L44.7867069,54.3282806 C44.8985257,55.2812932 45.7165043,56 46.6887075,56 L50.5110559,56 C51.4871935,55.9961352 52.3040323,55.2680772 52.4069407,54.3101754 L54.8165492,32.4571228 C56.3049161,31.9208586 57.3585061,30.6007993 57.5380613,29.0472982 L58.9691485,18.4074386 C59.1257169,17.0324386 58.681479,15.6567086 57.7476262,14.6245896 C56.8137734,13.5924706 55.4786897,13.0016469 54.0765425,13 L54.0520795,13.0060351 Z\"\n                                          fill=\"#366A69\"><\/path>\n                                <\/g>\n                            <\/g>\n                        <\/svg>\n                                                    <h3>Targeted adjustments based on survey<\/h3>\n                        \n                                                    <p>The data generated by Customeyes&#8217; survey enables Catella to make annual adjustments by making targeted investments that contribute to tenant satisfaction. Insight into tenants&#8217; experiences and expectations has proven to be an important prerequisite for increasing property values.                            <\/p>\n                                            <\/div>\n                <\/div>\n                    <\/div>\n    <\/div>\n<\/div>\n<div class=\"container title\">\n    <div class=\"row\">\n        <div class=\"col-xs-12 col-md-8 col-md-offset-2\">\n            <div class=\"row\">\n                <div class=\"col-md-12 body1\">\n\n\n\n<p><strong>A satisfied tenant has a positive impact on an investor&#8217;s return. That\u2019s why it\u2019s crucial to understand tenants&#8217; experiences and expectations and incorporate them into the strategy. \u201cThis goes far beyond routine maintenance. Think of initiatives related to safety, sustainability, and a sense of community within complexes.\u201d<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-seagreen-color has-text-color has-link-color wp-elements-66088608fba6bf6b7cab2c97365a4bf0\" id=\"h-the-sustainable-link-between-property-and-capital\">The sustainable link between property and capital<\/h2>\n\n\n\n<p>Catella Investment Management Benelux (CIMB) is a leading real estate company and part of the publicly listed Swedish firm Catella AB. Headquartered in Maastricht, CIMB focuses on Investment and Asset Management. \u201cWe offer investors opportunities to invest in diverse asset classes in the Benelux region (residential, logistics, retail, offices, and parking). Within the residential portfolio, we provide housing for the entire life cycle: from student housing to senior living.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Bieslanderweg-Residentie-Gerlachus-Maastricht-1024x683.jpg\" alt=\"\" class=\"wp-image-7319\" srcset=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Bieslanderweg-Residentie-Gerlachus-Maastricht-1024x683.jpg 1024w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Bieslanderweg-Residentie-Gerlachus-Maastricht-768x512.jpg 768w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Bieslanderweg-Residentie-Gerlachus-Maastricht-1536x1024.jpg 1536w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Bieslanderweg-Residentie-Gerlachus-Maastricht-2048x1365.jpg 2048w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Bieslanderweg-Residentie-Gerlachus-Maastricht-350x233.jpg 350w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Bieslanderweg-Residentie-Gerlachus-Maastricht-175x117.jpg 175w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading has-seagreen-color has-text-color has-link-color wp-elements-1f2b1563854e1996e7062c4ba65c2abf\" id=\"h-satisfied-tenants-satisfied-investors\">Satisfied tenants, satisfied investors<\/h2>\n\n\n\n<p>What does investing in tenant satisfaction yield? Insights in this area enable CIMB to create value across multiple dimensions. For achieving higher returns\u2014both social and financial\u2014satisfied tenants are a critical factor. Tenant satisfaction surveys conducted by Customeyes serve as an important tool to identify tenant needs, which are then linked to initiatives. \u201cThe daily management of our properties, from rent collection to handling repair requests, is outsourced to external Property Managers. Success ultimately lies in the interaction between CIMB\u2019s Asset Managers and the Property Managers.\u201d<\/p>\n\n\n\n<p>Customer focus is also one of the pillars of Environmental, Social &amp; Governance (ESG). \u201cMany of our funds actively report on sustainability (e.g., GRESB), with customer satisfaction being one of the metrics. Customeyes\u2019 surveys help us provide the required data and improve on these criteria.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-seagreen-color has-text-color has-link-color wp-elements-3df7f18ff98738aa575e603214fb6308\" id=\"h-from-insight-to-action-to-impact\">From insight, to action, to impact<\/h2>\n\n\n\n<p>Prior to the first tenant satisfaction survey about three years ago, detailed insight into tenant satisfaction was lacking. CIMB faced the challenge of improving tenant satisfaction, particularly regarding service charge settlements and communication. \u201cWe now live in a 24\/7 economy where we\u2019re always \u2018on.\u2019 Tenants expect to be continuously informed\u2014proactive communication is key. We must ensure that our external partners are also at the forefront of this.\u201d<\/p>\n\n\n\n<p>There was also a need to measure activities and results against other players in the sector. CIMB partnered with Customeyes to conduct a structured tenant satisfaction survey and participate annually in a benchmark study. The survey focused on identifying pain points and finding practical solutions. Customeyes helped design a questionnaire tailored to Catella\u2019s tenants\u2019 needs.<\/p>\n\n\n\n<p>\u201cWe now know how our tenants feel about the housing, living environment, and services provided by the Property Manager. Based on these insights, we can create concrete action plans.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Hofwijckstraat-The-Y-Den-Haag-1-1024x684.jpg\" alt=\"\" class=\"wp-image-7325\" srcset=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Hofwijckstraat-The-Y-Den-Haag-1-1024x684.jpg 1024w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Hofwijckstraat-The-Y-Den-Haag-1-768x513.jpg 768w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Hofwijckstraat-The-Y-Den-Haag-1-1536x1025.jpg 1536w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Hofwijckstraat-The-Y-Den-Haag-1-2048x1367.jpg 2048w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Hofwijckstraat-The-Y-Den-Haag-1-350x234.jpg 350w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Hofwijckstraat-The-Y-Den-Haag-1-175x117.jpg 175w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading has-seagreen-color has-text-color has-link-color wp-elements-31d41c4277c950d2f2726d6bf4b987aa\" id=\"h-happy-employees-happy-customers-happy-investors\">Happy employees, happy customers, happy investors<\/h2>\n\n\n\n<p>The collaboration with Customeyes has resulted in significant improvements, benefiting the organisation, tenants, and investors alike:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Improved service charge transparency<\/strong>: Clearer communication regarding service charges has led to fewer tenant questions and complaints. Satisfaction scores regarding these settlements have noticeably improved. Generally, over half of customer service conversations revolve around preventable issues. These interactions drain energy from employees and tenants while adding no value. Customer focus, therefore, also reduces operational costs.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Adjusted concierge role<\/strong>: Insights from the survey have prompted an analysis of the concierge role, which will lead to more efficient resource allocation and better service for tenants without unnecessary cost increases. \u201cCustomeyes provides a clear dashboard and in-depth final analysis. For example, they examine whether complexes with a concierge score higher than those without one. Such services increase costs for both tenants and landlords but should create added value in both cases.\u201d<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Higher participation<\/strong>: Tenants noticed that their feedback was taken seriously after the initial survey and appreciated the actions taken, leading to higher participation in the second survey. This resulted in more valuable feedback and a more accurate understanding of tenant experiences.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Collaborating with the right partners<\/strong>: CIMB organises an annual event to bring external Property Managers together. In 2023, this event focused on tenant satisfaction. Customeyes delivered a presentation and facilitated a workshop, proving to be a successful way to enhance collaboration among different organisations and break down silos. This directly increased engagement and enthusiasm among all parties. At the same time, HTO results are one of the criteria used to assess collaborations with external Property Managers.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Living-Inn-Nijmegen-1024x576.jpg\" alt=\"\" class=\"wp-image-7327\" srcset=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Living-Inn-Nijmegen-1024x576.jpg 1024w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Living-Inn-Nijmegen-768x432.jpg 768w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Living-Inn-Nijmegen-1536x864.jpg 1536w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Living-Inn-Nijmegen-350x197.jpg 350w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Living-Inn-Nijmegen-175x98.jpg 175w, https:\/\/www.customeyes.nl\/wp-content\/uploads\/2024\/07\/Living-Inn-Nijmegen.jpg 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading has-seagreen-color has-text-color has-link-color wp-elements-848d018ab58111e21daec59222927f0f\" id=\"h-truly-listening-as-a-value-driver-for-all-stakeholders\">Truly listening as a value driver for all stakeholders<\/h2>\n\n\n\n<p>Through its partnership with Customeyes, CIMB has gained valuable insights into tenant satisfaction and optimised its operational processes. This has led to increased tenant satisfaction, positively influencing investments.<\/p>\n\n\n\n<p>This customer case highlights the importance of targeted and well-executed satisfaction surveys in property management. By giving tenants a voice, CIMB\u2019s mission is further strengthened, benefiting all stakeholders\u2014the tenants, investors, and the organisation itself.<\/p>\n\n\n\n<p><\/p>\n","protected":false},"author":17,"template":"","class_list":["post-7509","clients","type-clients","status-publish","hentry","sector-real-estate-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Tenant satisfaction as catalyst for value creation - Customeyes<\/title>\n<meta name=\"description\" content=\"Investing in tenant satisfaction: The Key to Success. 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