Publication title

Office Service Standards and Customer Experience: Appendix

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BCO Research & Policy

Member Cost


Non Member Cost


Now, in 2017, the BCO is pleased to present the next phase of this research, commissioned by the BCO Occupier Group and sponsored by British Land, Broadgate Estates, CBRE and Legal & General, this new BCO research provides a best practice guide to services and management standards in multi-occupied office buildings. It also provides a Building Performance Scorecard which will measure how well an office building is performing, viewed from the perspective of the owner, property manager and occupier. Office Service Standards and Customer Experience highlights the need for a revolution in the property industry’s approach to delivering service, based on customers’ requirements ‘from space as a commodity’ to ‘space as service’. It also forms the basis for a consultation with the BCO members on the format of a new BCO Customer Experience Award which will recognise those owners and their managers that are running buildings in a truly innovative and customer focused way. Will the office property industry be willing to take up the challenge and rethink its business model? Come and join us at the breakfast seminar on 17th October at UBS, Broadgate, London and participate in the debate and discussion.

A shift is taking place in the office property industry, forcing fundamental change in the relationship between owners, property managers and occupiers.