Customer Insights
Our Customer Insights team has developed an unparalleled understanding of employee preferences and needs and can shed light on the path toward improved workplace experiences.
We have a dedicated Customer Insight team who continuously develop our understanding of the people who use and access our buildings.
By collecting and analysing customer data, we gain comprehensive insights that help us enhance the workplace experience, refine products and services, and assess the effectiveness of refurbishments and renovations across the GPA managed estate.
Our mission to create and maintain exceptional workplaces for civil servants is firmly rooted in the data we collect. With over 66,358 civil servants surveyed across 360 buildings and 121 organisations, this extensive data provides a robust foundation for our understanding and continuous efforts to achieve high customer satisfaction.
How do we do it?
The Customer Insights team utilises bespoke GPA-designed surveys to measure customer satisfaction across GPA managed estates, focusing on areas like workplace design, safety, technology, and building management to identify improvement areas.
Additionally, focus groups and one-on-one interviews provide qualitative insights into workplace experiences, building upon survey data to understand the ‘why’ behind customer feelings.
On-site observations further complement these methods, offering practical insights into how spaces are actually used and revealing real-world issues that surveys and interviews might miss.
Government hub named one of the world’s leading workplaces
The Government Property Agency (GPA) has gained a prestigious world-leading award for its office hub building in Peterborough.
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The GPA rated best workplace experience
The GPA has achieved Leesman+ certification with a score that places its Birmingham office as the best employee workplace experience in the UK’s public sector.
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