Insights from the Spaces to Places Voice of the Customer 2025 Report Launch

Industry leaders gathered recently for the launch of the Spaces to Places Voice of the Customer Report – a deep dive into how employees really experience and value their workplaces. Yardi is proud to sponsor this vital research, which brings the customer voice to the forefront of workspace strategy.

From Trends to Truths 

The launch began with a reminder that while headline-grabbing features, such as therapy dogs or stylish breakout zones, can create positive impressions, the fundamentals remain critical. Much like trains that need to run on time, workplaces must deliver on basics first: reliable Wi-Fi, quiet areas for focus, and well-designed collaborative spaces. 

The Voice of the Customer research, carried out with data from Hubble, Resonate and DBSJ, surveyed more than 900 office-based workers across the UK. It uncovered a clear message: customer expectations are evolving, and operators must understand the nuances of different user types to create spaces that truly work.

Key Findings from the Report 

The research identified three primary customer personas:

• Maximisers – loyal, routine-driven users who value reliability and professionalism. 

• Wellness Seekers – motivated by balance, wellbeing, and stress-free environments. 

• Innovators – younger, collaboration-driven workers looking for tech-enabled, purpose-driven spaces. 

While all three groups matter, innovators present the biggest opportunity for growth, with a strong appetite for increased office usage if their needs are met. 

The report also revealed the critical role of attendance thresholds – employee engagement rises significantly when 60–70% of colleagues are present. This has significant implications for how operators and landlords design and promote their spaces. 

Lessons from the Panel 

A lively panel discussion brought together voices from operators, landlords, and service providers. Several themes stood out: 

• Attraction vs. Retention – Winning new tenants requires clear positioning, but keeping them depends on flexibility, optionality, and personalisation. 

• Technology with Purpose – Customers expect frictionless experiences. Apps alone aren’t enough; tech must integrate seamlessly into daily life. 

• Personalisation at Scale – From customised fit-outs to flexible service bundles, operators that empower customers to shape their own space are winning loyalty. 

• Regional Growth Opportunities – Beyond London, there is huge untapped potential in regional markets where expectations are rising rapidly. 

Why It Matters 

The traditional 9–5 office model is behind us. Today’s workplace must balance function, experience, and identity. Customers are no longer just looking for a desk – they want spaces that support collaboration, wellbeing, and company culture. 

At Yardi, we believe technology has a vital role in bridging these needs. By connecting property management with customer experience, operators can respond faster, personalise offerings, and scale best practices across portfolios. 

Download the Report 

The UK Flex Office: Voice of the Customer 2025 report is a must-read for anyone shaping the future of the workspace. It offers actionable insights, practical frameworks, and a clear look at what customers really value. 

As proud sponsors, Yardi is excited to support this research and the ongoing conversation about creating workplaces that truly put the customer first.