Customer Survey – Annual Measurement of Business Success
The Gav-Yam Case Study
In a Nutshell
Gav-Yam, a leader in commercial real estate in Israel, implemented an annual customer satisfaction survey process to improve service and deepen the relationship with tenants. The process allows the company to identify trends, address issues, and adapt the business strategy to the customers’ changing needs.
Background
Gav-Yam provides management, rental, and maintenance services for buildings in various complexes in the country. As part of its commitment to operational excellence and the highest level of customer service, the company has set itself the goal of systematically examining the satisfaction of business tenants in its various complexes.
The Challenge
The company identified a significant need to develop an effective measurement process to meet several key requirements. It was necessary to create a mechanism that would allow for an accurate comparison of the level of service between the various complexes while being able to track trends and changes over time. In addition, it required the identification of potential problems and a deep understanding of changing customer needs.
The Solution
Gav-Yam turned to the Sarid Institute, which developed a comprehensive measurement process based on several complementary components. At the heart of the process is a structured annual survey that examines a variety of satisfaction parameters related to public areas (cleanliness, security, maintenance, and more). The outputs include a comparison between different complexes, alongside multi-year monitoring that allows for the identification of trends and historical comparison. The findings of the process and insights are integrated into the company’s annual work plan.
The Impact
The implementation of the Sarid Institute’s process led to a series of significant results for Gav-Yam. Consistent improvement in satisfaction scores can be seen from year to year (up to an 8% improvement!), with the process allowing problems to be identified and addressed before they escalate. The company moved to a data-based decision-making process concerning investments and improvements in the various complexes.
Rafi Ohayon, VP of Assets at Gav-Yam Group, concluded:
“The Sarid Institute has built a strategic solution for us to safeguard one of Gav-Yam’s most important assets – our customers. Regular and comparative testing of customer satisfaction and needs is critical for us. Thanks to the reliable measurement process developed by the Sarid Institute, our ability to hear and understand customers is not limited and provides a data-based snapshot that helps improve service and customer retention.“
Conclusions
The systematic measurement process developed by the Sarid Institute for Gav-Yam has proven to be an essential strategic tool. The process allows the company to better understand customer needs and make informed decisions based on real data from the field. Through the system, Gav-Yam maintains a high and consistent level of service across all complexes and constantly adapts its business strategy to changing market needs. This process demonstrates Gav-Yam’s commitment to operational excellence and customer satisfaction and is an example of how systematic measurement can lead to continuous improvement in business performance.
About Sarid Institute
Sarid Institute is a strategic Data Science consultancy firm with over three decades of research experience serving a diverse clientele. Sarid accelerates organizations’ growth by discovering the insights driving People, Markets and Customers. We maintain our leading position by continually updating and offering innovative solutions, drawing on the broad expertise of our specialists and leveraging cutting-edge technologies. Our hands-on approach allows us to provide creative, customized solutions that meet the specific needs of each client.