by Brianna Crandall — July 3, 2013—The Building Owners and Managers Association (BOMA) International has just announced a new publication that details the findings of the organization’s latest global office tenant survey. What Office Tenants Want: 2013 BOMA Global Office Tenant Survey Results reveals what tenants truly value most in a property and what the results mean for future trends in commercial real estate customer service.
Much has changed in the area of tenant needs since 1999, when BOMA International last conducted an office tenant survey. The 2013 study not only reflects the latest workplace trends and developments, but it also expands the geographic scope to include international tenants from countries such as Canada, New Zealand and South Africa.
What Office Tenants Want 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. Among the key top-level findings from the survey are the following:
- 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.
- 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.
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.
“In a challenging economy where tenant attraction and retention is especially crucial, anticipating tenant needs is more important than ever,” commented BOMA International Chair Joe Markling, managing director of Strategic Accounts with CBRE. “The comprehensive information found in What Office Tenants Want will offer property professionals valuable insight into the latest workplace trends, allowing them to provide tenants the best possible property experience.”
The research and analysis for What Office Tenants Want was conducted by Kingsley Associates, a global leader in tenant satisfaction surveys. BOMA International affiliates BOMA Canada, the Property Council of New Zealand and the South African Property Owners Association, as well as the global offices of CBRE, partnered with BOMA International to conduct the survey. Kimberly-Clark Professional, Mars Drinks, Rubbermaid Commercial Products, and Waste Management provided support for this study as sponsors.
What Office Tenants Want: 2013 BOMA Global Office Tenant Survey Results will be available from BOMA International’s online store beginning in July.
