Spacemade Case Study
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.
How Spacemade Stopped Losing Members to Problems They Never Saw Coming
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“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
Revolutionize Business Strategy
Weekly beats sporadic
Continuous CX visibility replaced six-monthly snapshots, giving Spacemade the early warning system retention actually requires.
Small issues carry big consequences
Left unseen, a minor tenant inconvenience becomes the reason a member doesn’t renew.
Silent members are the highest risk
Resonate CX surfaced the “silent majority,” the sentiment and friction that never reaches the front desk, but quietly drives churn.
CX data is leverage, even where you have no control
Spacemade used CX data to build an objective case, and the landlord funded the project.
The biggest win is time
Shifting from manual report-building to automated weekly insight gave the team back the hours they needed to actually act on what they were seeing.
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