Rethinking Flex: Zac Goodman on the Voice of the Customer 2025

On 17th September, our CEO Zac Goodman joined a panel of UK office experts from Clockwise, Workspace Group and CEG at the launch of the Spaces to Places, Voice of the Customer 2025 report, hosted by Zoe Ellis-Moore.

The conversation spotlighted the shifts reshaping demand for flexible office space, and why landlords and managers need to think differently.

Beyond Feedback: Hearing the Real Voice of Tenants

Zac highlighted how at TSP, we go deeper than reviews or satisfaction scores. Through direct connections, pulse reporting, and face-to-face events, we uncover the underlying stress points that shape a tenant’s experience.

It’s not about what people say they want,  it’s about understanding why they want it.

The Office as Identity

Post-COVID, the office has taken on new meaning. It’s no longer just where work happens, but a reflection of personal identity. That makes tenant psychology more complex, multiple personas now exist within the same building.

For landlords and managers, the role has shifted from manager to surgeon: diagnosing behaviour patterns, mapping usage, and uncovering the real motivations behind requests.

Retention Over Attraction

Zac’s view was clear: retention matters more than attraction. Tenants expect hospitality-like service, optionality, and control.

Retention comes from creating an environment where choice and personalisation are built in, and where engagement is driven by positive connections, not just maintenance calls.

Tech Without Friction

Technology plays a role, but only if it creates ease. As Zac put it, a WhatsApp concierge often beats a complex “smart” app. If tech adds friction, it fails. Personal, human service remains irreplaceable, even in a digital-first world.

The Future of Flex

The big opportunity lies in scaling demand. The flex market will reward those who can deliver faster, better, and with more precision than ever before.

The winners will be those who anticipate needs before they’re voiced, and who make every experience seamless.

At TSP, we believe the office is no longer just a managed asset, it’s a lived experience. And those who get it right won’t just fill space, they’ll create places where people want to be.

👉 If you’re a landlord looking to transform your building into an experience that drives higher tenant retention, let’s talk.