What Tenants Want: Customer Service is a List Topper

BOMA International just completed a global survey of members and has compiled the results on What Office Tenants Want, now available in its online store at www.boma.org. The 2013 survey outlines "tenant preferences and attitudes in categories ranging from building amenities and services to sustainability and maintenance practices." Among the most important findings are:

•    On average, tenants report a "good" level of satisfaction with their property, but tenants at corporate and mixed-use facilities are the most satisfied.

•    Tenants in the United States reported the highest level of satisfaction among the countries participating in the survey.

•    Customer service is crucial to tenant satisfaction, as three of the top five factors influencing overall tenant satisfaction are service-related: property management, property management communication, and maintenance and engineering.

•    The addition of health and hygiene amenities provides building owners and managers a clear opportunity to increase overall tenant satisfaction. Such amenities are comparatively rare in buildings occupied by survey respondents, but they are rated highly when present.

•    Tenants are optimistic about the future, as a majority of tenants plan to either maintain or increase employee numbers and square footage requirements.

BOMA/NY
http://www.bomany.org/