The Customer Experience
Our Vision2020 commitments and ambitions
| Our commitments - From May 2011 | Our ambitions - From May 2012 | |
| Customer Satisfaction | Survey every customer to measure satisfaction and continue to target that over 90% would recommend us to a friend | Survey every customer to measure satisfaction and target that over 95% would recommend us to a friend |
| Carry out post-occupancy monitoring of electricity, water and gas/heat consumption on at least four completed developments in order to measure the success of our designs and to influence the design of future schemes | Extend our programme of post-occupancy monitoring to cover the internal living environment and the design of external space | |
| Selling the benefits | Highlight the sustainability benefits of our developments in sales and marketing materials and home manuals | Launch 'Pledge for a better tomorrow' – a partnership between Berkeley and our customers to make it easier for residents to live a more sustainable lifestyle |
| Train all sales and marketing staff in sustainability so that they are able to sell the benefits to customers | Install Smart Meters in all new homes to help our customers understand their energy use | |
| Communicate Vision2020 to all customers | ||
| Ensure that all commercial space and student accommodation achieves BREEAM Very Good or is capable of achieving BREEAM Very Good if the fit-out is to be undertaken by the tenant | Provide tenant fit-out guidelines to commercial customers, enabling them to optimise the environmental performance of the premises they purchase | |
| Driving the market for sustainable homes | Undertake market research on at least 25% of purchasers to understand how sustainability influences their home buying preferences | On selected developments provide customers with a 'sustainability options' package which enables them to purchase additional sustainability features for their homes |
