At Gilbanks, we are dedicated to providing unparalleled first-class support to our members, enabling them to focus on what they do best. By creating an environment where businesses can thrive, we remain steadfast in our mission to support professional companies in reaching their full potential.
To uphold our high standards, we actively seek feedback from our members, using their insights to continually improve the service we provide. This year, 103 of our valued customers participated in our Customer Satisfaction Survey, and we are truly grateful for their time and input.
We are proud to share the results of the 2024 survey, which reflect the success of our efforts in delivering outstanding workspaces and exceptional service.
Highlights from the 2024 survey
Customer Satisfaction (CSAT): 100% of our customers reported being satisfied with the Gilbanks offering throughout the year – 80% rated very satisfied and 20% rated satisfied. This reflects our steadfast commitment to delivering an exceptional experience.
Net Promoter Score (NPS): Our Net Promoter Score was 86, meaning an impressive 86% of our customers are promoters of the Gilbanks brand, demonstrating their confidence in recommending us to others. From the results we have no deductors, meaning we had no dissatisfied customers from the survey.
What our customers are saying
We were delighted to read the many positive comments and thoughtful feedback shared by our customers:
“We have been long-term tenants with Gilbanks and the overall proposition they have is by far the best we have experienced. Modern purpose-designed office space that is perfect for our needs. The overall service from their staff is first-rate.” – Neil Lyons, Newline Group.
”The office is excellent. The girls on reception are first class too. One of our guests said it was comparable to a hotel with the facilities and services.” – Mike Hoodless, Swiss Re.
“All members of the Gilbanks team go out of their way to provide the very best service. They truly are the best front-of-house team I’ve ever worked with. Even the contractors are brilliant, you seem to attract great people to work for and with you.” – Rachael Frost, Square One Law.
“Good facilities and excellent staff. Zara and Claira are always incredibly helpful, professional and always perform their duties with a positive, can-do attitude and a smile on their faces! Our visitors also comment on how welcoming they are which reflects positively on us as an organisation.” – Victoria Peal, RCN.
“Suberb reception team, go above and beyond to help us run successful meetings and host clients the right way.” – James Parr, Havas.
“Gilbanks is a wonderful office space, with all the amenities you could need and lovely staff.” – Sian Lund, Scintilla.
Your feedback
Listening to our customers is at the heart of what we do. Based on your insightful feedback, we have implemented several enhancements to elevate your experience even further:
- Alternative milk options: We now provide a range of alternative milk choices.
- Complimentary snacks: Biscuits are now available in meeting rooms.
- Range of coffee options: This year we transitioned to Pact Coffee, known for its exceptional quality roasts and commitment as a certified B-Corp. To further enhance the variety available to our customers, we will be introducing an additional coffee supplier to our sites very soon.
- Phone booth availability: Due to popular demand, we have increased the number of phone booths at One Park Row.
- New refreshment options: We now offer seasonal, fruit-infused water as an alternative refreshment option to keep customers hydrated.
- Catering enhancements: We have changed catering suppliers at 11 York Street to ensure better quality and variety.
Thank you
We are incredibly proud of these results and deeply appreciative of the feedback that helps us continuously enhance the work environment for our members and guests. Your insights enable us to deliver the best possible experience, and we remain committed to supporting professional businesses.
