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      India CX Report'25: Real Estate

      The real estate landscape is more dynamic than ever, propelled by innovation, a focus on sustainability, and the evolving needs of modern communities

      India CX Report'25: Real Estate

      Did you know?

      groups

      When customers are exploring options, credentials of builder plays a crucial role in impacting customer experience

      real_estate_agent

      Transparent and proactive communication on the contractual terms as well as on the progress status of the project helps improve the overall experience

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      15 percent of customers actively recommend builders with high top of the mind recall built via social circle and brand visibility

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      ‘Expectation’, ‘Integrity’ and ‘Personalisation’ pillars hold high weightage in defining customer experience for the residential segment

      business

      50 percent of customers consider point-of-sale as most impactful in defining their overall experience in the commercial real estate segment

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      Clear communication on payment terms, taxes and revealing any legal compliances ensures customer conversions

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      31 percent of customers have greater propensity to pay if builders meet their expectations on amenities, construction quality, premise maintenance etc

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      Unexpected expenses and lower than expected returns can erode trust and lead to at least 11 percent of customers seeking more transparent and cost-effective alternatives

      India CX Report'25: Residential Real Estate

      Findings across the process of selling residential properties to individuals and families
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      Residential Real Estate

      India CX Report'25: Commercial Real Estate

      Findings across the process of leasing properties for business purposes, including office buildings, retail spaces, and industrial warehouses
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      Commercial Real Estate
      For real estate customers, trust in the developer's brand is crucial. Customers look for reliability, quality, and adherence to timelines, often relying on word-of-mouth recommendations and market reviews. Project location, community-centric developments, sustainability, and smart technology are shaping expectations, making it essential for brands to adapt and innovate.

      Chintan Patel

      Partner, Deal Advisory & Head - Building, Construction and Real Estate

      KPMG in India

      Neeraj Bansal

      Our customer experience (CX) insights across sectors

      Mastering intentional experiences: India CX report' 25

      Benchmark experience from the customer’s viewpoint, to uncover prioritised attributes driving value

      Explore the report
      Mastering intentional experiences: India CX report' 25

      Key Contacts

      Nikhil Sethi
      Nikhil Sethi

      National Leader Consumer Goods and Co-Lead Customer & Operations

      KPMG in India

      Chintan Patel
      Chintan Patel

      Partner, Deal Advisory & Head - Building, Construction and Real Estate

      KPMG in India

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