Performance

Measuring success

New West End Company will measure our success and performance through a combination of economic, social, and environmental indicators that are reflective of our mission to grow a dynamic and inclusive West End.

We will do this by tracking a number of key performance metrics that measure the visitor and workforce experience, understand the economic performance of the district, and assess our impact through stakeholder engagement, satisfaction surveys, and the tangible outcomes of our campaigning and advocacy.

KPIs

Operations

• Consistently strong satisfaction scores in our annual member survey for safety, cleanliness, and security services.

• Evidence of reduced incidents of crime and anti-social behaviour through close working with police and city partners.

• Positive public and partner perceptions of district safety and management via regular sentiment surveys.

• Tangible improvements to street conditions through proactive maintenance, cleaning and enforcement coordination.

 

Experience

• Measurable uplift in footfall, dwell time and consumer satisfaction in key areas.

• Sustained participation in the West End Clubhouse, with growing engagement from office workers and partners.

• Recognition of the West End’s seasonal campaigns and public realm schemes through media coverage.

Public support for activations and campaigns that reinforce the district’s global brand and cultural identity

 

Innovation

• High levels of member engagement with our insights dashboards, bulletins and reporting tools.

• Member feedback confirming satisfaction with the quality and relevance of our data and analytics offer.

• Increased adoption of sustainable business practices by members, supported through training and guidance.

• Continued investment in digital infrastructure, including connectivity, visitor tools, and real-time reporting platforms.

 

Advocacy

• Campaign impact reflected through progress on business-critical issues such as tax-free shopping, business rates, and town centre policing.

• Support from policymakers, public agencies and local communities for BID-led priorities and projects.

• Growth in New West End Company’s share of voice, on behalf of our members, across regional, national and international platforms.

• Strategic partnerships with public and private bodies that unlock investment and long-term opportunity.