Improve the customer experience, quality of life and real estate value of our offers

- Co-construction and partnerships
- Strengthen partnerships and co-construction with our customers and users.

Customer Relationship

- Listening to the present and future needs of our clients by practicing open, honest and two-way communication and an information approach with customers
- Monitor the overall commitment and level of satisfaction of our relationship with our customers

Protecting the interests of our customers

- To serve the interests of our customers with diligence, fairness, neutrality and discretion and within the framework of laws and regulations
- Protect all of our customers’ interests by providing fair, clear and transparent information

Property Management

- To conduct a study “User Experience Journey”, combined with an adapted service map, taking into account the notion of cost, ease of implementation and impact on the operation of our buildings.

The use and economic value of goods

- Participate in industry working groups on building usefulness

Customer Relationship

• Property Management

BNP Paribas Real Estate Property Management (REPM) offers a user satisfaction rating service for real estate asset owners who want to meet the expectations of their occupants. The customer relationship is based on:
- a survey with open-ended questions on the digital platform, to gather the opinions of the occupants;
- one-on-one interviews with tenants;
- micro-sidewalk interviews to obtain an external opinion on the building (accessibility, services, environment, etc.).
It also offers technical surveys on acoustic, olfactory, and luminous environments to ensure that real estate assets comply with environmental certifications.

• BNP Paribas REIM

The annual satisfaction surveys and the dialog established with the clients allow to better understand their perception of BNP Paribas Real Estate Investment Management (REIM) ESG commitments. For example, the EIPF has launched an initiative called the EIPF Lab, in which investors are invited to join a discussion group of BNP Paribas REIM experts and partners to share best practices, knowledge, news, tools, and regulatory developments. This CSR Community, composed of 30 members, is active and meets monthly to carry out various ESG projects (6 projects in 2021).

Protecting the interests of our customers

We recognize the mutual benefits that flow from this sincere and transparent commitment for both our business and our business partners. We are listening to their needs now and in the future. We practice open, honest and two-way communication and an information approach with local residents. We strive constantly to serve our clients’ best interests with diligence, fairness, neutrality and discretion, and within the framework of laws and regulations. Every day, we strive to implement the following key principles to ensure the protection of all our customers’ interests:

- Provide appropriate solutions;
- Provide fair and clear information;
- Ensure transparency.

User Experience

• Property Management

Our methodology is based on:
- a study of individuals to understand their needs according to their age, their activity, their socio-professional category, etc.
- a tour of the building or a study of the plans
- a visit to the physical and social district to learn about the building’s environment and determine the services already available
- user surveys within an existing building.

To meet the challenge of greater transparency of information to its clients (owners, managers and tenants), and a better ability to predict all leasehold, administrative and technical aspects of buildings, BNP Paribas Real Estate Property Management is creating the Property Data Insight (PDI). A 100% user-centric asset visualization tool, the PDI enables Asset and Property Managers, in a single platform, to assess, benchmark and anticipate the needs of their clients using the data available to BNP Paribas Real Estate’s Property Management line of business on managed buildings as well as public data (open data, macroeconomic data from the real estate market, etc.).

A platform that strengthens their relationship in the service of business and customer satisfaction, and that can foresee certain key indicators of anticipation or predictability, such as the possible departure of a tenant, or the need for additional space.

• W.I.R.E.D.

BNP Paribas Real Estate continues to develop W.I.R.E.D (Wearable Immersive Real Estate Dataroom), a digital twin dedicated to the city of yesterday, today and tomorrow. With data allowing it to reproduce past developments and anticipate future changes of cities, this tool for real estate analysis and foresight offers a virtual immersion in the heart of cities. What’s new: the ability to view neighborhoods across Europe with qualified data on millions of buildings and the possibility to meet in this virtual space in order to “e-visit” the assets for sale or for rent together.

• BNP Paribas Real Estate UK

BNP Paribas Real Estate UK has significantly increased the use of virtual visits for real estate assets. In London, between the first weeks of March (just before the lockdown) and early May, their use increased by 93%. The majority of our real estate catalog was eligible for the virtual tour prior to the lockdown, and bringing these office spaces online with this technology was an important part of our marketing strategy.

The Workplace & Design By REIM initiative works for the well-being of users by focusing on the design of spaces (e.g. corporate restaurants, reversible reception halls) and the provision of value-added services for the building (e.g. coworking, hospitality, social and charitable activities). These transformations help to retain tenants, minimize vacancy rates, and, in the long run, enhance real-estate assets.

Performance indicators