Retail First Pty Ltd has fared well in the annual industry tenant satisfaction survey, an independent research project conducted by Monash University. The research is an annual industry tool assessing retailer satisfaction and intention to renew, as well as landlord performance across other key business areas.

In the results revealed last month, Retail First has made significant improvements across all assessment categories measuring landlord-retailer relationships in Australian shopping centres.

Retail First’s Managing Director, Mr Steven Bridges, said that people have always been the company’s strength, together with the ability to tailor strategies and outcomes to individually suit each shopping centre, the customer demographic, and the retailer.

“We have heard from our retailers anecdotally that our people and their strong communication skills are key in driving win/win scenarios. But the research demonstrates this in all areas of our business, showing strong results in metrics such as Net Promoter Score (likelihood to recommend), Retailer Satisfaction, and Ease of Doing Business, as well as in our key departments of leasing, marketing and operations”.

Mr Bridges said that considering the pool of national and international Landlords in the rankings, this is a tremendous achievement and the Retail First team should be exceptionally proud of the results.

“Empowering our people at centre level is integral in achieving these results, giving the team the ability to identify desired outcomes and tailor it to achieve shared benefits for the retailer, the landlord, and the community,” Mr Bridges said.

“Our team’s rapid response to the COVID-19 pandemic restrictions and the empathy required to work with retailers through this period has emphasised the need to encourage and empower our Centre Management teams with the discretion to make quick and decisive decisions as circumstances require.”

Retail First manages a portfolio of twenty shopping centres based in South East Queensland including Mt Ommaney Centre, Toowong Village, Brookside Shopping Centre and Capalaba Park.

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