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CX CASE STUDY

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.

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+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. 

BUILDING a CX engine built for long-term member lifetime value

How Spacemade Stopped Losing Members to Problems They Never Saw Coming

BEFORE
AFTER

Feedback System

BEFORE

Previous CX platform provided no real-time automation; feedback was periodic and disconnected from day-to-day operations across the flexible workspace portfolio.

AFTER

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 Resolution

BEFORE

Facility issues at unmanned Workspace centres went undetected until tenants escalated complaints, damaging satisfaction scores and client retention.

AFTER

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

BEFORE

Infrastructure and sustainability investments made without CX data to validate decisions or demonstrate impact to the board.

AFTER

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

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KEY LEARNINGS

Turning Weekly CX Signals Into a Retention and LTV Engine 

01

A 25% feedback lift turns guesses into decisions

Response volume grew ~25% after moving to Resonate CX, giving Spacemade stronger signals to trust trends, compare buildings and make more confident retention decisions.

02

Weekly visibility catches silent churn early

Weekly data replaced 6–12 month snapshots, surfacing issues that might otherwise go unnoticed until move-out. Spacemade can now see and fix problems in time.

03

Outsourced reporting gives the team back time

Resonate CX handles survey design, data collection, aggregation and dashboards, freeing Spacemade’s team to focus on analysis, action and improving the product.

04

CX data becomes commercial leverage

When feedback flagged bathroom issues at one building, Spacemade used the data to build an objective business case — resulting in the landlord funding the replacement.

05

Proactive resolution strengthens renewal readiness

Weekly feedback helps Spacemade resolve friction before it reaches renewal conversations, giving community teams clearer priorities and supporting customer lifetime value.

06

Smooth implementation gets value moving quickly

Spacemade managed the onboarding with light-touch guidance from Resonate CX, allowing the programme to launch smoothly without heavy internal involvement.

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: Fall 2026 

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