In today’s highly competitive business environment, focusing on the customer has become a fundamental strategy across various industries, including logistics real estate. The built environment now plays a critical role in enhancing operational efficiency, sustainability, and employee well-being. At GLP, we are dedicated to putting our customers first, ensuring that our logistics sites are designed and developed to support long-term operational success and efficiency.
Our commitment to this approach involves actively seeking and analyzing customer feedback to inform our development and investment decisions. We are excited to share insights from our 2024 customer survey, which reveals several key priorities and preferences of our clients:
- Building quality is a critical concern for clients, with 56% rating it as a very high priority and 38% as a high priority. Only a small percentage consider it neutral (6%).
- Location is a crucial factor for clients, with 75% rating it as a very high priority and 23% as a high priority. Only a small percentage consider it neutral (2%).
- Financial stability of landlords is a major concern, with 61% of clients rating it as a very high priority and 28% as a high priority. A smaller percentage consider it neutral (11%).
- Building sustainability practices are a significant concern, with 80% of clients considering it a high priority. A smaller percentage (15%) rate it as a very high priority, and 5% are neutral.
- Technological advancements, including robotics, are considered important by 53% of clients and very important by 26% of clients. Another 16% are neutral, while 5% assign low importance.
These findings provide valuable insights into our clients‘ needs and preferences, helping us to continue improving our services and ensuring client satisfaction in the years ahead. The study was conducted with clients across the CEE region, including Poland, Czech Republic, Slovakia, and Hungary. The insights are aimed at understanding client needs and guiding GLP in aligning its services with these priorities, particularly emphasizing ESG practices.
Building Ownership:
Clients exhibit diverse priorities regarding building ownership, with a substantial number showing a neutral stance (34%), followed by high priority (33%) and very high priority (11%). A smaller segment (16%) considers it a low priority, and very low priority is at (5%). This indicates a varied perspective on ownership importance among clients.
Building Quality:
Building quality is a critical concern for clients, with a significant percentage rating it as very high priority (56%) and high priority (38%). Only a small percentage consider it neutral (6%). This underscores the importance of maintaining high-quality standards in buildings.
Location:
Location is a crucial factor for clients, with 75% rating it as very high priority and 23% as high priority. Only a small percentage consider it neutral (2%). The high emphasis on location highlights its significance in client decision-making processes.
Exterior Appearance:
The exterior appearance of buildings is important to clients, with 22% considering it a very high priority and 44% a high priority. A smaller proportion (33%) is neutral, indicating a general preference for aesthetically pleasing exteriors.
Interior Appearance:
Interior appearance holds significant value for clients, with 29% rating it as very high priority and 53% as high priority. Only 18% are neutral, emphasizing the importance of well-maintained and attractive interiors.
Financial Stability:
Financial stability of landlords is a major concern, with 61% of clients rating it as very high priority and 28% as high priority. A smaller percentage consider it neutral (11%). This indicates that clients highly value the financial reliability of their landlords.
Building’s Sustainability Practices:
Building sustainability practices are a significant concern, with 80% of clients considering it a high priority. A smaller percentage (15%) rate it as a very high priority, and 5% are neutral. This indicates a strong emphasis on sustainability practices among clients.
Parking:
Parking facilities are important to clients, with 55% rating it as high priority and 45% as very high priority. This indicates a general demand for adequate parking.
Pricing / Occupancy Cost:
Pricing and occupancy costs are critical factors for clients, with 70% considering it a very high priority and 30% a high priority. This underscores the need for competitive and transparent pricing strategies.
Reputation for Customer Service:
The reputation of the landlord and the quality of customer service are highly prioritized, with 60% rating it as high priority and 30% as very high priority. A smaller percentage are neutral (5%) or consider it a low priority (5%). This highlights the importance of maintaining a strong reputation and delivering excellent customer service.
Security:
Security is a top concern for clients, with 55% rating it as very high priority and 35% as high priority. A smaller percentage consider it neutral (10%). Ensuring robust security measures is crucial for client satisfaction.
Sustainable Building Operations:
There is substantial interest in sustainable operations, with 65% considering it very important and 35% considering it important. This reflects a strong inclination towards adopting sustainable practices.
Robotics and Innovations:
Technological advancements, including robotics, are considered important by 53% of clients and very important by 26% of clients. Another 16% are neutral, while 5% assign low importance. This shows a clear trend towards embracing technological innovations.
ESG Practices:
There is significant interest in various ESG practices among clients, with the top priorities being energy conservation (21%) and renewable energy/on-site generation (15%). Energy-efficient lighting is also a key focus (13%), followed by employee wellbeing (12%) and water conservation (11%). This indicates a strong emphasis on sustainability, energy efficiency, and the wellbeing of employees in clients‘ ESG considerations.
Renewal Decision Factors:
Location is the most critical factor influencing renewal decisions, with 24% of responses highlighting its importance. Business circumstances (17%) and space requirements (15%) are also significant considerations. Corporate decisions (15%) and price (12%) follow closely, indicating a multifaceted approach to renewal decisions among clients.
Energy Needs and Transition to Clean Energy:
A significant portion of clients (41%) anticipate an increase in energy needs, while 59% do not. Completed energy audits are relatively low, with only 29% having completed one, but 15% are planning to complete an audit. Transition to clean energy is a high priority, with 86% of clients transitioning to clean energy and on-site solar.