Client: Redefine Properties
Industry: Property Management & Real Estate
Services Provided: Customer Experience Surveys, Questionnaire Structuring, Data Analysis, Strategic Reporting

Background

Redefine Properties, a leading property management group in South Africa, approached DMSA to conduct a comprehensive baseline Broker and Tenant survey. The goal was to obtain actionable insights into stakeholder experiences and identify areas for strategic improvement across their property portfolio.

Challenge

To ensure meaningful outcomes, Redefine required:

• Scientifically validated sampling methods
• Accurate stakeholder sentiment analysis
• Reliable tools to guide internal strategy and engagement
• Transparent and actionable reporting

They sought a research partner that could not only gather data but turn it into insight and impact.

Our Solution

DMSA worked closely with Redefine’s internal team to co-develop a robust questionnaire framework. This collaborative process ensured:

• Tailored survey instruments that reflected Redefine’s goals
• Continuous feedback loops to monitor response rates
• Scientific sampling to confirm statistical relevance
• Interactive presentations to support internal buy-in

We maintained a close working relationship throughout the project, advising on timelines and data sufficiency thresholds to ensure integrity and clarity in the final dataset.

Outcome & Results

The surveys delivered deep, strategic insight into broker and tenant sentiment. Key outcomes included:

• Validated sample size ensuring internal credibility
• Insightful reporting that highlighted both strengths and improvement areas
• Executive-level presentations to drive change and discussion at board level
• Positive feedback from Redefine leadership, who commended the professionalism and value of DMSA’s approach

Scott Thorburn, General Manager (Inland) at Redefine, praised the process:

“The scientific confirmation that the sample size was large enough ensured that the surveys were internally accepted as a true reflection… We would highly recommend DMSA for any customer experience surveys and customer journey analysis.”

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Conclusion

This successful partnership demonstrates DMSA’s commitment to delivering not just data, but clarity and confidence for better decision-making. Redefine Properties gained more than just a survey—they gained a strategic tool to enhance stakeholder engagement and long-term value.

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