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

    support_agent

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

    data_thresholding

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

    India CX Report'25: Residential Real Estate

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

    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
    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

    Mastering intentional experiences: India CX report' 25

    Key Contacts

    Nikhil Sethi

    National Leader Consumer Goods and Co-Lead Customer & Operations

    KPMG in India

    Chintan Patel

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

    KPMG in India