CX CASE STUDY
Workspace Group: Data-Backed CX Across 30+ London Sites
Discover how Workspace Group transformed their customer experience management with Resonate CX, enhancing customer satisfaction, streamlining processes, and driving sustainable growth in the flexible office space industry.
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50%+
Survey Response Rate
Annual relationship surveys achieving engagement far above industry benchmarks across the full Workspace portfolio
3 Key Metrics ↑
Wi-Fi, Facilities & Sustainability
Targeted investments validated by CX data — tracked improvements across all three key tenant satisfaction scores.
Real-Time
Issue Detection at Scale
Proactive fault resolution at unmanned centres across a multi-site portfolio — before tenants need to escalate.
Transforming CX in REAL ESTATE
Positioning Workspace Group as a Customer-Centric Organisation
BEFORE
AFTER
Feedback System
BEFORE
CX surveys every 6–12 months, with manual setup, aggregation and reporting across disconnected tools.
AFTER
Always-on CX engine with weekly data feeds and a 25% uplift in response volume — feeding the Frontline CX Gym dashboard.
Team Focus
BEFORE
Hours lost to manual report-building; little time left to act on what the data was saying.
AFTER
Reporting fully outsourced to Resonate CX — community teams now spend their time analysing, improving product, and protecting LTV.
Commercial Leverage
BEFORE
Issues raised with landlords and partners came down to one team's word against another's — no objective data to back the case.
AFTER
Objective CX data unlocked a landlord-funded bathroom replacement — turning feedback into a commercial asset, not a complaint log.
"I was very impressed with how quickly Resonate CX was able to get things set up and in place, including helping redesign our survey and launching their full reporting suite.
We launched on time, with our frontline teams able to immediately start using the feedback to identify ways to improve the customer experience at their locations."
Greg Absalom
Customer Insight Manager | Workspace
KEY LEARNINGS
Journey to CX Success
50%+ response rates turn annual surveys into a boardroom asset
When Workspace Group’s annual relationship surveys began achieving response rates above 50%, the data transformed from an operational metric into a strategic input. Executives gained credible, high-volume evidence to validate investment decisions — turning the voice of the customer into board-level currency for a flexible workspace business operating across a complex multi-site portfolio.
Real-time detection fixes facility issues before tenants escalate
Operating unmanned centres at scale creates a hidden service risk: faults go unnoticed until a tenant complains. Resonate CX’s real-time feedback portal gave Workspace Group the ability to detect facility issues as they emerged and follow up immediately — closing the loop before dissatisfaction escalated into churn. In B2B customer experience management, speed of response is as important as the fix itself.
Data-backed investments improve Wi-Fi, facilities and sustainability scores
Workspace Group used tenant feedback data to directly inform infrastructure investment decisions. Improvements to Wi-Fi and connectivity, facilities maintenance and sustainability were tracked against CX scores, creating a measurable feedback loop between capital expenditure and tenant experience. This is what distinguishes a mature customer experience programme from a survey exercise.
Sustainability scores prove CX data is a marketing validation tool
As ESG priorities became central to flexible workspace London clients’ location decisions, Workspace Group’s sustainability scores — tracked and improved through the CX programme — became a competitive differentiator. CX data didn’t just identify problems; it validated the sustainability narrative Workspace was already communicating to the market, grounding claims in tenant-reported evidence.
A full-journey programme captures every moment from viewing to exit
Most CX programmes focus on the in-contract experience. Workspace Group’s programme covered 9+ touchpoints across the entire customer lifecycle — from the initial property viewing through contract signing, onboarding, ongoing tenancy and eventual exit. This full-journey approach surfaces friction that point-in-time surveys miss, and provides a more complete picture of what drives tenant loyalty and lifetime value.
Fast onboarding means no gap between switching platforms and capturing insight
One of the practical risks of changing CX technology is the gap between platforms — the period where data collection stalls while the new system is configured. Workspace Group’s onboarding with Resonate CX was rapid enough to maintain continuity, ensuring the programme kept running and the data stream kept flowing from day one of the new partnership.
Workspace Group
Workspace Group is a London-focused flexible workspace provider supporting SMEs with adaptable office spaces and community-driven environments.
INDUSTRY
Real Estate
FOUNDED
London, United Kingdom
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Recognised for CX Excellence: Summer 2026
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