Case Study: Workspace Group achieves real-time CX at scale with Resonate CX

Workspace Group boosts CX response rates 50%+ with Resonate Solutions

Workspace Group, a London-based provider of flexible office spaces, faced challenges in managing customer experience across its 30+ sites. Their previous feedback system involved infrequent, manually processed surveys that consumed team hours and lacked the real-time data needed to proactively address issues or make objective commercial cases to landlords. They partnered with Resonate Solutions and implemented the Resonate CX platform to transform their approach.

Resonate CX provided an always-on customer experience engine with weekly data feeds, which significantly increased survey response rates to over 50%. This delivered real-time issue detection, allowing for proactive resolutions, and provided objective data that directly informed and validated investments in key areas like Wi-Fi, facilities, and sustainability. The solution from Resonate Solutions fully outsourced reporting, freeing Workspace Group's teams to focus on analysis and improvement, and turned customer feedback into a measurable commercial asset.

Workspace Group