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

 
 Research overview
Scope of the study
Data Gathering
Confidentiality
Defining ‘customer satisfaction’

Research overview

This document reports on the third annual research study into occupier satisfaction across the UK commercial property industry. The previous reports, published in 2007 and 2008, detailed five key challenges that occupiers wanted to see the property industry address and in 2009 these continue to be as relevant. The five challenges are: flexibility, partnership, responsiveness, sustainability and value for money. A sixth challenge, pace of change, is referenced throughout the report when comparing this year’s results with the output of the previous studies.

This study measures and monitors occupier satisfaction with key elements such as property supply, lease terms, business relationships, progress with environmental initiatives and value for money, and produces an index of occupier satisfaction tracking year on year changes.

Qualitative and quantitative feedback was gathered on perceptions of the service provided by the property industry, including property owners, property developers[, managing agents/facilities managers, and by property professionals such as lawyers, advisors and leasing agents.

Scope of the study

Personal telephone interviews were conducted with an occupier panel of 231 respondents in January, February and March 2009. Each personal interview lasted for between 30 and 45 minutes. The respondents were property directors, business owners and other senior personnel with responsibility for property.

The 2009 occupier panel includes 129 respondents that have contributed to all 3 studies. This continuity of contributors is a key strength of the UK Occupier Satisfaction Index, ensuring comparability of data and reflecting the commitment of property occupiers to the study.

The research sample covered the three industry sectors: retail, office and industrial, and all sizes of organisation including multi-national businesses, public sector organisations and small private enterprises.

Data Gathering

In order to ensure continuity, the questionnaire, developed by RealService and IPD Occupiers, covered the same topics as the 2008 study. There were some small changes to the questionnaire, with additional questions on the timeliness of service charge information and the ability to obtain information on the environmental performance of buildings. In order to gather examples of best practice, a new question asking for examples of good service which have impressed respondents, was introduced. As in the 2008 study, perceptions of any year on year change were probed.

Confidentiality

At the time of the interview, respondents were assured that their responses would not be attributed to individual interviewees or their organisations.

Defining ‘customer satisfaction’

We have defined ‘customer satisfaction’ as the ability of the supply side of the UK commercial property industry to deliver the products and services that its occupier customers require in a way that meets, and preferably exceeds, their expectations.The term ‘the supply side’ of the UK commercial property industry is used to describe the myriad of organisations responsible for delivering customer service to occupiers, including:
  • commercial landlords
  • property developers
  • property managers
  • facilities managers
  • construction and fit out companies
  • property, design and construction professionals
  • leasing agents
  • property advisors
  • property lawyers
‘The products and services’ referred to here, include the development and leasing of commercial business space, its handover and the subsequent property management.