CentreSAT Monitor

Annual assessment tool of the centre-level landlord-retailer relationship

The CentreSAT Monitor is an annual assessment tool which tracks and benchmarks centre performance within individual landlord portfolios. It provides Australian retail property owners and managers with a micro-view of centre-level landlord-retailer relationships through surveying centre-level staff; including Store Managers, Franchisees, and other relevant personnel from a wide range of retail organisations operating across different categories, sizes and geographic locations.

Objectives

  1. Determine the hierarchy of drivers of CentreSAT for centre-level retailers;
  2. Assess landlord performance across key business areas (i.e. CentreSAT dimensions);
  3. Assess landlord performance across a number of key business outcomes (e.g. Overall Satisfaction);
  4. Assess landlord performance across key centre-specific metrics (e.g. Parking, Security); and
  5. Identify areas that present the greatest opportunity to improve centre-level retailer satisfaction.

Benefit

2019 marks the fifth year of the CentreSAT Monitor assisting Australian retail property landlords by tracking and benchmarking centre-level retailer satisfaction. The CentreSAT Monitor provides landlords with a deeper understanding of the performance of individual centres within their portfolio.

By assessing centre-level landlord performance, CentreSAT Monitor identifies comparative strengths, and specific areas of improvement for strategic development at a centre-level.

How

Centre-level retailers rate their landlord across a variety of key metrics including business outcomes of Overall Satisfaction and Renewal Intention; CentreSAT dimensions of Assets & Operations, Centres, Communication, Leasing & Negotiations, Marketing and People; as well as several attributes under each dimension (e.g. Committed to developing long-term relationships under People). Statistical modelling identifies key drivers, building a CentreSAT model and CentreSAT score of individual landlord relationship performance and satisfaction among centre-level retailers, uncovering actionable areas essential to improvement.

Other business outcome metrics may include Likelihood to Recommend (Net Promotor Score), Perceived Performance, Industry Leadership and Ease of Doing Business. In addition, there is scope for customising the CentreSAT Monitor including centre-specific metrics and custom questions (CentreSAT survey to take no longer than 15 minutes to complete, including custom questions).

Deliverables

Each subscriber receives a detailed PowerPoint report of their results, including specific centre-level results, as well as a verbatim file. Additionally, subscribers will receive one presentation delivered by ACRS.