The Challenge

The team were tasked with creating an enhanced approach to property management that would position 70 St Mary Axe as a brand for world leading occupier experiences to drive retention within the building.

Approach

After an assessment on current occupier sentiment, a bespoke community engagement strategy was developed, including a wellbeing and events programme, tailored building app and newsletter, and community and social initiatives incorporating charity partnerships. 

A tailored sustainability strategy was also developed targeting key Net Zero milestones and driving occupier engagement through the introduction of Green Building Committees.

The property management agreement was grounded on a set of customer KPIs designed to maintain an excellent occupier experience.

Outcome

Following the development and implementation of the strategy, strong KPI results were achieved with the resulting Net Promotor Score (NPS) & Customer Satisfaction Score (CSAT) 25% above industry average.

The activation of a bespoke building app, creation of a strategic supplier network of social value-focused businesses and brand identity management including newsletter communications and uniforms, saw the building shortlisted for the inaugural BCO Customer Experience Award in 2025. The BNP Paribas Real Estate team were also shortlisted for the 2025 Property Week Professional Services Team of the Year Award.