Customer Service Excellence

Photo of Noreen Music
I pride myself in building strong relationships and learning from global best
practices to deliver outstanding service to our customers.
Noreen Music
Property Manager

More than one million people work, shop, live at or visit one of our properties every day. We work hard to meet their needs in our office, retail, residential, industrial and hotel properties and pride ourselves in consistently exceeding industry standards in service and satisfaction.

At the foundation of our customer service culture is The Oxford Commitment, made up of five statements:

  • We work with purpose.
  • We consistently deliver a world-class experience.
  • We take great pride in leading the industry.
  • We earn your respect in every interaction, every day.
  • We empower our teams to deliver effective solutions fast.

Our customers have confirmed that our efforts are paying off:

  • 93% of surveyed customers are satisfied with our management of their facility*
  • 96% of surveyed customers are satisfied with the overall service from 310-MAXX*

Both results are industry leading when compared to our Canadian peers in office property management.

We want to do even better. We have initiated a Customer Service Excellence Program to drive customer service from good to great. We are applying learnings from some of the best global customer service organizations; listening carefully to our customers; engaging our site teams; implementing internal training and communication programs; empowering, recognizing and rewarding our employees; and establishing hiring and performance management criteria that support our goal. From this, we have put our brand promise into action. For the program to be successful, we recognize that all of our employees need to live and breathe The Oxford Commitment to meet and exceed our customers’ expectations.

“Oxford continues to raise the bar. Approximately 27% of respondents feel that Oxford is improving, while only 4% feel they are worse. These impressive numbers exceed, statistically, both the industry benchmark and Oxford’s own scores from previous years. With such high satisfaction numbers year after year, it is very impressive that Oxford continues to improve.” — Altus InSite

Photo of Catherine Cherwinka
I lead by example to elevate our customer service from good to great as part of the
“Oxford Commitment”.
Catherine Cherwinka
General Manager

* 2014 Altus Customer Satisfaction Survey