Survey: Top Factors Influencing Overall Tenant Satisfaction

June 28, 2013
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The Building Owners and Managers Association (BOMA) International has unveiled the results of its global office tenant survey in a new publication, “What Office Tenants Want: 2013 BOMA Global Office Tenant Survey Results.” The survey revealed what tenants truly value most in a property and what the results mean for future trends in commercial real estate customer service.

            BOMA International’s last office tenant survey was conducted in 1999. Workplace trends have changed drastically since then. The survey outlines tenant preferences and attitudes in categories ranging from building amenities and services to sustainability and maintenance practices, providing commercial real estate professionals with the in-depth trend analysis they need to attract and retain tenants.

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

            The study also includes data regarding tenant attitudes toward sustainable building programs and features; trends in space usage and telecommuting; lease decision priorities; and amenities and services that can best keep a property competitive. A BOMA International spokesperson noted that in a challenging economy where tenant attraction and retention is especially crucial, anticipating tenant needs is more important than ever.

            BOMA International is a federation of 93 BOMA U.S. associations, BOMA Canada and its 11 regional associations, and 13 BOMA international affiliates. Founded in 1907, BOMA represents the owners and managers of all commercial property types, including nearly 10 billion square feet of U.S. office space. Its mission is to advance the interests of the entire commercial real estate industry through advocacy, education, research, standards, and information.