Gilbanks Customer Satisfaction Survey Results 2025
Each year, we invite our customers to share their experiences with us, so we can understand what we are doing well and where we can continue to make improvements. This feedback is an important part of how we shape our workspaces and services, and we are grateful to everyone who took the time to contribute.
This year, customers from One Park Row, 11 York Street and No. 1 St Michael’s completed the survey. As Five St Philips opened only in the last quarter, it will be included in next year’s survey.
Below, we have summarised the key findings.
Overall Satisfaction
We are delighted to share that, for the second year in a row, our customers reported 100% satisfaction with Gilbanks throughout 2025. Maintaining this level of confidence means a great deal to us, and our customers’ continued trust is something we work hard to earn every day.
Net Promoter Scores reflect how likely customers are to recommend Gilbanks to others. We’re very pleased to report that our NPS is 84, placing us firmly in the “world-class” category. We find this both encouraging and grounding, as it reminds us to keep listening closely to our customers’ needs and to plan thoughtfully for the future.
2025 Summary:
What You Value Most
Customers’ comments this year were thoughtful and constructive, and several themes appeared consistently:
- A supportive and attentive team – Many customers highlighted their everyday interactions with our team, noting professionalism, approachability and a willingness to help. We are pleased that these qualities come through in their experience of our spaces.
- A workspace designed for focus – Customers continue to appreciate the calm, well-maintained environment – something we take pride in and work hard to preserve.
- Consistency in service – Reliability and attention to detail were frequently mentioned, particularly regarding cleanliness, presentation and overall comfort.
A few comments we were grateful to receive:
“I love the office – things like the ground floor, and rooftop and the smell upon entering is always commented on by clients. I also think the ladies who are based on the second floor are simply brilliant. Very friendly, professional and helpful. Nothing is too much for them – they are an asset to the business.“
“We’ve had consistently excellent service from Gilbanks from day one. Nothing is ever too much trouble and we feel very looked after.“
“The Gilbanks team are fantastic – excellent customer service and always very attentive, thoughtful and flexible. They are a pleasure to work with!”
“The team were absolutely brilliant. Friendly, welcoming and just a great environment.”
“Several reasons – Staff are fantastic, always happy to help, very professional. The finish of the communal areas in the office are to a very high standard. Footfall is modest, never too busy both on the ground floor and the shared areas.”
Looking Ahead
The survey helps shape ongoing improvements across our locations. Below are the areas where customers felt enhancements could be made, along with the actions taken or planned:
- Ensuring communal areas remain quiet and focused – our teams have increased walk-arounds to help maintain appropriate sound levels.
- Polite reminders for kitchen tidiness and shared-use etiquette – we are upgrading signage and installing an additional dishwasher in the One Park Row Club Lounge.
- Prayer room facilities – Contemplation rooms have been installed at No.1 St Michael’s and Five St Philips. For One Park Row and 11 York Street, we can offer a private room upon request.
- Additional soundproofing for high-ceiling suites at No.1 St Michael’s – we are currently discussing this with our suppliers for effective options.
- Coffee machine cleaning schedule altered – end-of-day cleaning has been pushed back to 4.15 – 4.30pm to better suit usage patterns.
Thank You
Thank you again to everyone who contributed to this year’s survey. Your feedback helps us stay focused on delivering a workspace that feels considered, reliable and supportive.
We look forward to supporting you throughout the year ahead!
