Fresh bucks sector trend with record positive NPS scores

Fresh celebrates positive NPS scores - which shortlists the company for six awards - against an overall fall in the sector.

Jane Crouch, Interim Head of Fresh | PBSA News
Jane Crouch, Interim Head of Fresh.

Specialist third-party manager of residential for rent homes – Fresh – celebrates a record high Net Promoter Score (NPS) of +34, up two points for its student accommodation offering. This year, the overall scores in the sector fell, making Fresh’s achievement even more impressive. Overall, on average all private halls scored a +8 NPS – a decrease of three points on last year.

Collated by the Global Student Living Index, the scores are taken from direct feedback by students. Fresh’s scores mean that it has been shortlisted for six Global Student Living Awards:

  • Best Private Housing (UK & Ireland)
  • Best Customer Service (UK & Ireland)
  • Best Student Wellbeing (UK & Ireland)
  • Best Environmental Management (UK & Ireland) 
  • Best Learning Environment (UK & Ireland), for Eden Square, Coventry
  • Best individual Accommodation (UK & Ireland), for Woodside House, Glasgow

The Global Student Living Awards for the UK & Ireland, and Europe are based exclusively on direct feedback from tens of thousands of students about their student accommodation experience. The Global Student Living Awards are uniquely credible and highly prized, with no written nominations or expert judges.

“These superb scores mean so much to us because they come from unfiltered feedback from our residents. Our people really care about making the Fresh difference for our residents, so they will be delighted this has been recognised. The continued improvement in our score reflects our desire to keep getting better and the real engagement by our residents and our people in our ground-breaking ‘Be’ wellbeing programme.”

Jane Crouch, Interim Head of Fresh

Launched in 2020, Fresh’s ‘Be’ Programme has been central to its continued high satisfaction scores from residents. ‘Be’ is unique in the sector as a comprehensive method of offering excellent customer service at every touch point through insight and building meaningful relationships between the Fresh site teams and residents.

Part of Watkin Jones Group, Fresh currently manages c.22,000 student accommodation, co-living and Build to Rent homes across 70 properties. Over the last 11 years, Fresh has delivered effective management for clients while maintaining a focus on high levels of service for residents, holding a customer satisfaction rating of over 94% in a recent independent survey.