Proof is in the Pudding

With Jake Smith, Director of Operations, Asset Services

Transwestern prides itself on an exceptional level of client service, but don’t just take our word for it. We asked Jake Smith to share what the Kingsley survey means to Transwestern team members and clients.

TW: Please explain what the Kingsley survey is and why it’s important.

Jake: For Transwestern to continue to raise the bar across the Asset Services business, we must have a comprehensive understanding of client perceptions and satisfaction levels at the properties we manage. Kingsley has been an industry leader in this space for decades. They are intimately familiar with the commercial real estate sector and its major players. Equally important, they understand why an effective property manager must be attuned to the needs and long-term objectives of both property owners and tenants to be successful. Kingsley has worked with us for 19 years to design questions that get at the heart of what we do best – adding value for tenants and landlords so they want to be in none other than a Transwestern-managed building.

TW: How did Transwestern perform in the most recent annual survey?

Jake: In 2019, 164 buildings were surveyed, and the response rate was an incredible 84{486b2a1f74edcc5180758f2b50c14395cd5abf419f5fc0bc049abfed8e823f44}. Transwestern received a 4.43/5.0 rating for overall satisfaction, and a 4.63/5.0 rating for management satisfaction. We outperformed the prior year’s results, and we scored higher than the Kingsley Index, which is a benchmark established from data collected over the past three decades. In short, Transwestern team members are doing an awesome job! Notably, 61 of our properties achieved a Kingsley Excellence Award for 2019, a new award launched this year.

TW: That’s great news! How can we help get the word out?

Jake: National Marketing has built a social media campaign called Building Blocks on its four main platforms – LinkedIn, Instagram, Twitter and Facebook – that highlights the importance and uniqueness of the Kingsley Excellence Award recipients though visuals of the different properties. Share, comment and engage with the posts. And of course, when engaging in conversations with clients and prospects, sharing the recognition we’ve received for our outstanding service delivery is a great way to back up our commitment.

JAKE SMITH
Director – Operations
Asset Services

1900 West Loop South
Suite 1300
Houston, TX 77027

+1 713.231.1577
jake.smith@transwestern.com