SAT Suite

Since 2013, Monash Business School's ACRS research unit has conducted independent research to provide retail property owners and managers a holistic view of retail and consumer satisfaction and experience across a wide range of areas. This research comprises three programs known as SAT Suite, and includes TenSAT, CentreSAT, and ShopperSAT.

SAT Suite identifies competitive strengths and specific areas of improvement for strategic planning.

TenSAT CentreSAT ShopperSAT
What Head-office retailer relationship and satisfaction with landlords Centre-level retailer relationship and satisfaction with landlords Shopper satisfaction and experience at shopping centres
Who Key head-office-based staff
(e.g. Leasing / Marketing / Managers / Directors)
Key centre-based staff (e.g. Store Managers, Franchisees) Recent shoppers at specific shopping centres
(i.e. shopped within the last
3 months)
Why Industry tracking and benchmarking of landlord performance (landlord benchmarking against other landlords in the shopping centre industry) Centre performance tracking and benchmarking (centre benchmarking within individual landlord portfolio) Track shopper satisfaction and experience at specified shopping centres compared to landlord, category and industry averages
How Online survey using landlord
client sample
Online survey using landlord client sample Online survey using panel participants
When Annual; fieldwork conducted in Q2 Annual; on agreement with landlord Monthly fieldwork; quarterly reporting

Annual assessment of head-office retailer and landlord relationship

TenSAT tracks and benchmarks landlord performance relative to other landlords by surveying head-office retailers. This includes Directors, General Managers, Leasing Managers, and other relevant personnel from a wide range of retail organisations operating across different categories, sizes, and geographic locations.

Objectives

  1. Benchmark Australian retail property landlords on retailer satisfaction and renewal intention;
  2. Determine key drivers of satisfaction and renewal intention for head-office retailers;
  3. Assess landlord performance across key business areas (e.g. Communication and People);
  4. Assess landlord performance across a number of key business outcomes (e.g. NPS, Ease of Doing Business); and
  5. Identify areas that present the greatest opportunity to improve retailer satisfaction and renewal intention.

Benefit

2021 marks the ninth year of TenSAT supporting Australian retail landlords by researching retailer satisfaction and experience. TenSAT provides landlords with their relative position in the market and identifies competitive strengths and specific areas of improvement for strategic development. The results of this research can be built into performance standards, assess retailer satisfaction initiatives delivered in the past 12 months, and drive improvements in future service delivery.

How

Participating landlords provide ACRS a list of head-office retailers that are invited to complete the TenSAT survey. Retailers rate landlords with whom they have a relationship across a variety of key metrics. Statistical modelling identifies key drivers of retailer satisfaction and renewal intention in building the TenSAT model.

Other measures include Net Promotor Score, Perceived Performance, Industry Leadership, Ease of Doing Business, and open-ended feedback on key areas. In addition, each landlord can include up to three short custom questions.

Deliverables

Each landlord receives a PowerPoint report of their results, including the industry average and benchmarking, and a file of verbatim comments. Additionally, landlords will receive one presentation delivered by ACRS.

Annual assessment of centre-level retailer and landlord relationship

CentreSAT tracks centre performance within individual landlord portfolio by surveying centre-level retailers. This includes Store Managers, Owner/ Proprietors, Area and Regional Managers, and Store Employees from a wide range of retail organisations operating across different categories, sizes, and geographic locations.

Objectives

  1. Determine key drivers of satisfaction and renewal intention for centre-level retailers;
  2. Assess landlord performance across key business areas (e.g. Centres and Communications);
  3. Assess landlord performance across a number of key business outcomes (e.g. NPS, Ease of Doing Business);
  4. Assess landlord performance across key centre-specific metrics (e.g. Parking, Security); and
  5. Identify areas that present the greatest opportunity to improve  retailer satisfaction and renewal intention.

Benefit

2021 marks the seventh year of CentreSAT supporting Australian retail landlords by researching centre-level retailer satisfaction and experience. CentreSAT provides landlords with a deep dive into the performance of individual centres within their portfolio.

CentreSAT identifies comparative strengths and specific areas of improvement for strategic development at a centre-level. The results of this research can be built into performance standards, assess retailer satisfaction initiatives delivered in the past 12 months, and drive improvements in future service delivery.

How

Participating landlords provide ACRS a list of centre-level retailers that are invited to complete the CentreSAT survey. Retailers rate the landlord and specific centre across a variety of key metrics. Statistical modelling identifies key drivers of retailer satisfaction and renewal intention in building the CentreSAT model.

Other measures include Net Promotor Score, Perceived Performance, Industry leadership, Ease of Doing Business, and open-ended feedback on key areas. In addition, each landlord can include short custom questions, with the survey taking no longer than 15-minutes for participating centre-level retailers to complete.

Deliverables

Each landlord receives a PowerPoint report of their results and a file of verbatim comments. Additionally, landlords will receive one presentation delivered by ACRS.

Quarterly assessment of shopper satisfaction and experience

ShopperSAT tracks shopper satisfaction at nominated shopping centres across Australia, providing landlords with direct feedback about the shopper experience within and around the centres.

Objectives

  1. Benchmark individual centre performance against landlord, regional category, and industry averages;
  2. Determine the key drivers of shopper satisfaction;
  3. Assess shopper satisfaction and experience across key business areas (e.g. Retail Offer, Activities, Atmosphere);
  4. Assess shopper satisfaction and experience across key business outcomes (e.g. Recommendation); and
  5. Assess shopper perception across key centre-specific metrics (e.g. Retail Store Range, Food Option Range).

Benefit

2021 marks the sixth year of ShopperSAT supporting Australian retail by researching shopper satisfaction and experience. ShopperSAT provides landlords with a deep dive of shopper experience, satisfaction, and shopping journey at individual centres.

The results of this research can be built into performance standards, assess shopper satisfaction initiatives, and drive improvements in future service delivery.

How

Each quarter, 50 consumers who have visited a participating centre in the last three months provide feedback about their satisfaction and experience, resulting in over 3,000 individual centre assessments. Statistical modelling identifies key drivers of satisfaction, recommendation, wellbeing (i.e. the extent to which the centre contributes to social wellbeing) and self congruity (i.e. the perceived similarity of other shoppers at the centre).

Other shopper behavioural and attitudinal metrics include Frequency of Visitation and Transportation methods. In addition, each landlord can include up to five short custom questions per quarter.

Deliverables

Each landlord receives a quarterly PowerPoint report of their results, and a file of verbatim comments. Additionally, landlords have ongoing access to results delivered via an interactive web portal.

Visit ShopperSAT portal

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