UK OCCUPIER SATISFACTION INDEX 2009 PROPERTY INDUSTRY ALLIANCE
AND CORENET GLOBAL UK
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Project team
Research programme
Industry context
Quantitative findings
Qualitative findings
Conclusions

 

Conclusions

Occupiers continue to acknowledge the gradual improvements in lease flexibility, partnerships and responsiveness that have been taking place over recent years. However, whilst occupiers think that changes in some areas have been accelerated by the current economic climate, many call for the property industry to change more quickly in order to meet occupier needs.

Consistent with the 2007 and 2008 studies, occupiers identify the following key areas where action by the property industry would improve their level of satisfaction:

  • Lease flexibility
  • Partnership
  • Responsiveness
  • Sustainability
  • Value for money
However, due to the pressures created by the recession, it is clear that cost control is now the number one area influencing occupier satisfaction. Occupiers want landlords to share this priority, to listen and respond quickly.

The perception, identified in the earlier studies, that the larger property owners in the UK are leading the way in terms of customer service delivery is reinforced in the 2009 study.

RealService found that respondents welcomed the opportunity to contribute to this study, with 94% indicating that they would be willing to take part again.