Singapore start-up EXPIScore has unveiled the world’s first star rating system focused on human-centric customer experience (CX) in buildings. Developed by Dr Marigold Kimura, an internationally acclaimed researcher, in collaboration with Executive Adviser Peter Holland, the system aims to simplify and clarify the delivery of experiential real estate environments.
EXPIScore’s framework is based on comprehensive criteria that reflect people’s needs and preferences, identified through consumer surveys and expert consultations. The system offers two assessment categories: EXPIScore: LIVE and EXPIScore: WORK. Real estate providers receive a CX score out of 100 and a star rating from three to six stars, valid for 18 months for new developments and three years for existing properties.
The Singapore Land Group’s Singapore Land Tower has already achieved a 6-star EXPIScore: WORK rating, the highest tier, recognising its industry-leading innovation and design. This rating system provides real estate providers with a detailed report, including a scorecard and actionable roadmap to enhance CX outcomes.
Dr Kimura noted, “Singapore’s innovation culture and sophisticated real estate market make it the ideal launch pad for EXPIScore.” Peter Holland added that human-centric designs are becoming as standard as sustainability measures in real estate.
EXPIScore’s consumer survey revealed that 70% of private residence dwellers value ‘hotel-style’ services, whilst 76% of office workers prioritise safety features like CCTV. The launch of EXPIScore marks a pioneering step in the global real estate industry, offering a benchmark for experience-oriented investments.
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