The ROI of prioritizing member experience

Prioritizing customer experience and satisfaction is the key to coworking space success. But how do you go above and beyond without breaking the bank?

1 - Creating a desirable & functional workplace

How do landlords balance customer expectations for high-end amenities, a range of different types of workspaces, and a good mix of facilities and perks while maintaining a healthy profit margin? The key is to understand how spaces are used to find efficiencies. This is where workplace usage analytics become invaluable. 

For example, say there are three communal kitchen spaces and three meeting rooms on the same floor. Data can offer insights into how these spaces are being used. It might be that one of the communal kitchen areas is barely used but the three meeting rooms are oversubscribed which is causing frustration amongst members who find it difficult to make a booking. By understanding the data, coworking space landlords can make informed decisions to make their space work harder for their customers, increasing customer satisfaction.

2 - Ensuring high levels of service

One of the main benefits to members and tenants in coworking spaces is that they don’t need to think about the day-to-day admin and upkeep of the space. Coworking landlords take on that responsibility so that customers can just turn up, plug in, and get on with their day.  

Sustaining the high standards of cleanliness and maintenance customers expect from a premium working environment is fundamental. But often, issues aren’t realised until they are reported.   

Accessia allows for a much more proactive approach. Using location services to map the areas of the building which are used most will help housekeeping teams devise an effective cleaning regime to ensure frequently used spaces are checked and cleaned more regularly, and less time is wasted in unused areas. It also allows maintenance teams to identify which areas and amenities receive more wear and tear, and so more likely to need repairing or replacing.  

As well as allowing for more efficient use of resources and identifying potential issues before they become a problem, Accessia also frees up the time of front-of-house and member services staff from cleaning and amenities issues. This allows them to spend more time on developing relationships and delivering exceptional customer support that helps with retention instead.  

3 - Catering to different workstyles

The final key aspect of tenant satisfaction is understanding how different people like to work and catering to those different styles. Naturally, coworking spaces do tend to cater to a broad range of working styles but, with the right tools, you can usually go further to ensure the work and communal spaces provided offer an environment fit to deliver for different business and personal needs. Landlords should be asking: 

  • Does my building have a social hub that encourages collaboration and networking?  

  • Are there spaces designed specifically for productive working?  

  • Are there areas for silent work when members need to focus?  

  • Are there relaxing areas where members can go for a break? 

  • Is the space tidy and well-maintained?  

Circling back to our first point, it’s one thing to provide a range of different amenities and spaces, but it takes insights and data to do it right and do it efficiently.  

Keeping the three main pillars of member experience front of mind when considering your coworking space plans will help ensure longer memberships, new member inquiries, increased revenue streams, and lower overheads.  

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