Spacemade: Weekly CX Signals Replace 12-Month Surveys
Spacemade runs premium flexible workspaces with a hospitality-first promise. They had the commercial data locked down. What they were missing was the one layer that actually drives retention: weekly CX signals that tell you what members feel before they decide to leave.
Read the Full CX Case Study
+25%
Feedback Response Uplift
More signal, richer trendlines, and greater confidence in every retention and renewal decision across the Spacemade portfolio.
Weekly
Always-On CX Cadence
Replaced 6–12 month ad-hoc surveys with always-on CX visibility — giving community teams early warning on issues that silently drive churn.
1 Project
Landlord-Funded Capital Investment
Bathroom replacement fully funded by the landlord after Spacemade used objective CX data to build the business case — a cost they didn’t have to carry.
How Spacemade Stopped Losing Members to Problems They Never Saw Coming
|
BEFORE |
AFTER |
|
|---|---|---|
|
FEEDBACK |
Previous CX platform provided no real-time automation; feedback was periodic and disconnected from day-to-day operations across the flexible workspace portfolio |
Always-on automated feedback programme covering 9+ touchpoints across the full customer journey — from initial viewing through contract signing to exit — delivering continuous tenant insight |
|
ISSUE |
Facility issues at unmanned Workspace centres went undetected until tenants escalated complaints, damaging satisfaction scores and client retention |
Real-time issue detection via the Resonate CX portal enabled immediate client follow-up, closing the loop on maintenance and service failures before they compounded |
|
INVESTMENT VALIDATION |
Infrastructure and sustainability investments made without CX data to validate decisions or demonstrate impact to the board |
50%+ survey response rates provided board-level evidence; Wi-Fi, Facilities Maintenance and Sustainability scores tracked and improved in direct response to tenant feedback |
“The thing that sold it for me was the weekly data feed. We’ve outsourced this problem and we can spend our time actually analysing the data and making our product better.
The onboarding went really smooth. We didn’t have to worry about too much. You were advising us well throughout and kept us on track with our project plan. It was flawless and worked very, very well.”
Nicholas Hunt
Chief Operating Officer | Spacemade
Turning Weekly CX Signals Into a Retention and LTV Engine
A 25% lift in feedback response is the difference between a guess and a decision
Spacemade’s response volume grew ~25% after moving to Resonate CX — giving the team the signal strength to trust trendlines, compare buildings, and act on real patterns instead of isolated complaints. More volume meant more confidence, and more confidence meant faster, sharper retention calls.
Weekly visibility catches silent churn before the move-out notice arrives
The biggest shift wasn’t a new score — it was the rhythm. Weekly data replaced six- to twelve-month snapshots, surfacing the “silent majority” sentiment that never reached the front desk. As COO Nicholas Hunt put it, “you can do 10 things right and one thing wrong, and everyone remembers that one thing wrong” — and now Spacemade sees that one thing in time to fix it.
Outsourced reporting gives the team back its most valuable asset: Time
By handing survey design, data collection, aggregation and dashboarding to Resonate CX, Spacemade’s team stopped building reports and started using them. The biggest win, in Nicholas’s words, was time — hours redirected from manual reporting into analysis, action, and making the product better.
CX data becomes commercial leverage — even where you don’t control the spend
A flagship moment: several negative reviews flagged bathroom conditions in one building. Rather than absorb the cost, Spacemade used the CX data to make an objective business case — and the landlord funded the replacement project. Without the data, it would have been opinion versus opinion. With Resonate CX, it became a funded capital improvement.
Proactive resolution turns renewal readiness into a repeatable outcome
Weekly data allows Spacemade to “jump on that one thing wrong quickly” — resolving friction before it hits the renewal conversation. The result is clearer visibility at renewal moments, sharper community team focus, and a measurable lift in customer lifetime value across the portfolio.
Frictionless implementation means value shows up before momentum stalls
The onboarding was controlled by Spacemade’s team with light-touch guidance from Resonate CX — a sharp contrast to other projects that demanded heavy internal involvement. “It was flawless and worked very, very well,” said Nicholas — proof that speed to value isn’t a nice-to-have, it’s the foundation every other outcome is built on.
Spacemade
Spacemade is a fast-growing UK flexible workspace provider, combining design-led offices with a strong focus on community and connection.
INDUSTRY
Real Estate
HEADQUARTERS
London, United Kingdom
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Recognised for CX Excellence: Spring 2026
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