HIW CRR 2023 v8 - Flipbook - Page 31
ENGAGED CUSTOMERS
As a fully-integrated REIT that provides all-underone-roof, in-house leasing, management,
maintenance and customer service, we are wellpositioned to anticipate and respond to the changing
needs of our customers. We take great pride in our
responsiveness and best-in-class service. Our property
teams establish and maintain long-term relationships
with our customers through regular meetings,
customer appreciation events and a wide variety of
educational and training events focused on health,
well-being and emergency response.
To promote customer health and wellness, we
regularly organize customer health and well-being
events including yoga, health fairs and walking
challenges. We host customer energy/water feedback
sessions to ensure we are meeting their needs while
conserving valuable resources. In 2023, we developed
a customer sustainability guide to encourage our
customers to incorporate energy- and water-saving
technologies and environmentally friendly materials
inside their spaces.
GLENLAKE | ATLANTA
CASE STUDY
CASE STUDY
GREEN LEASE LEADER
GOLD DESIGNATION
CUSTOMER ENGAGEMENT SURVEY
In partnership with our customers, we utilize
green lease language to promote sustainability
best practices, prioritize capital improvements,
encourage behavioral change and reduce
operating costs, ultimately creating healthier and
more productive workspaces for our customers.
In 2023, Highwoods was selected as a Green
Lease Leader at the Gold level by The Institute
for Market Transformation (IMT) and the U.S.
Department of Energy’s (DOE) Better Buildings
Alliance. Launched in 2014, Green Lease Leaders
set national standards for what constitutes a
green lease, while recognizing landlords and
customers who modernize their leases to spur
collaborative action on energy efficiency, costsavings, air quality and sustainability in buildings.
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Following extensive research into customer experience and survey
strategies, we revamped our customer engagement survey in 2023
REPLIES TO CUSTOMER
ENGAGEMENT SURVEY
to ensure we are continuously improving the customer experience.
SENT TO 2,000
Distributed to over 2,000 customer contacts, the survey assessed
CUSTOMERS
customer feedback on the physical building, amenities, experience
and performance of our team in helping them meet their objectives.
We received over 600 customer responses, far exceeding our expectations.
While the survey confirmed many of our strengths, we received insightful feedback on opportunities to
enhance the customer experience, which resulted in the following internal actions:
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Engaged a food service provider for catering in multiple markets, including Nashville and Atlanta.
Signed leases with multiple restaurant groups to increase on-site food options in multiple markets.
Constructed a pickleball court in Atlanta to promote outdoor activity and fitness.
Renovated an outdoor area at 10 Glenlake in Atlanta that included a synthetic turf putting green
overlooking a lake with protected otters.
• Upgraded fitness equipment in multiple markets and locations.
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