Singapore-based EXPIScore launches rating system for human-centric customer experience in buildings

EXPIScore, a Singapore-based company, has announced the launch of its eponymous rating system that aims to assess the human-centric customer experience in buildings. In a May 19 press release, the firm says the system evaluates buildings based on “a comprehensive set of criteria centred on people’s needs, preferences and aspirations for their real estate environments”. 

The criteria were identified through detailed consumer surveys in consultation with industry experts and pilot adopters, adds EXPIScore. The system currently has two assessment categories: EXPIScore: LIVE for residential developments, including serviced apartments; and EXPIScore: WORK for office buildings. 

Developments are evaluated and given a score out of 100, which determines an EXPIScore star rating ranging from three to six stars. Ratings are typically valid for 18 months post-completion for new developments and three years for existing completed properties. According to EXPIScore, the system is the world’s first star rating system for human-centric customer experience in buildings.

The EXPIScore rating system was developed by Marigold Kimura, a researcher who holds a PhD from the University of Melbourne. While EXPIScore is based in Singapore, its parent company is EXPI Plus, an Australian-incorporated firm founded by Kimura last year. 

Kimura developed EXPIScore in collaboration with Peter Holland, who is also EXPI Plus’s executive advisor. Holland was previously a director at Cistri, the Singapore subsidiary of Australian urban design consulting firm Urbis.

The decision to build and launch EXPIScore in Singapore was underpinned by the city-state’s “exemplary innovation culture and highly sophisticated real estate market”, says Kimura. “We are honoured to have collaborated with our pilot adopters, which are large institutional Singapore and international real estate companies.”

Among the pilot adopters is Singapore Land Group (SingLand). The group’s newly refurbished Singapore Land Tower in Raffles Place has attained a six-star EXPIScore: WORK rating, which is the highest rating available. The rating is given to buildings that “exemplify industry-leading innovation, design features, amenities, services, processes, and capabilities to deliver best-in-class human-centric customer experience”, says EXPIScore.

“The six-star rating awarded by EXPIScore to the Singapore Land Tower is a strong recognition to the considerable efforts we have undertaken on our asset enhancement initiative works across building design and amenities, building and operational management, tenant engagement and collaboration, sustainability and more,” says Cynthia Liang, assistant general manager, commercial at SingLand.

EXPIScore says its proprietary market surveys, which inform its rating system, will be conducted every two to three years to reflect shifting consumer expectations. The firm also intends to expand globally, with market studies to be conducted in each overseas market to adapt the rating criteria to local market preferences and cultures.