UK OCCUPIER SATISFACTION INDEX 2009 PROPERTY INDUSTRY ALLIANCE
AND CORENET GLOBAL UK
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 Introduction by the Sponsors
Project Supporters
The Research Partners

Introduction by the Sponsors

This is the third UK Occupier Satisfaction Index report, presenting the results of the annual independent opinion poll and occupier satisfaction survey amongst property occupiers, large and small, from across the UK commercial property industry.

The past 12 months have seen an unprecedented shift in business confidence and the UK economy has entered recession. The 2009 report is therefore of particular interest as it shows how satisfaction levels have changed during this period of dramatic change and reveals how well occupiers perceive that the property industry is supporting them.

During this period of economic crisis, it is significant that the UK Occupier Satisfaction Index has held steady at the 2008 figure of 57. This reflects an improvement in supply of commercial property, more flexible lease terms, a greater sense of partnership and improved responsiveness. However, the issue at the top of the occupier agenda in 2009 is cost control. Occupiers demand greater value for money from the property industry, and call for more transparency and consultation about how their service charge monies are spent.

The 2009 study reveals that occupiers continue to see gradual improvement in areas such as lease flexibility and responsiveness. This has been accelerated by the weakness in the property industry which has increased the bargaining power of occupiers. Occupiers acknowledge that the industry has responded, but they call for even more rapid change and are not convinced that the change will be permanent. We plan to monitor this in future years.

Project Supporters

IPD and RealService would like to thank the members of these organisations for their support:
Association of Charity Shops (ACS)
Association of Corporate Real Estate Executives (ACRE)
British Retail Consortium (BRC)
British Chambers of Commerce (BCC)
Confederation of British Industry (CBI)
Federation of Licensed Victuallers Associations (FLVA)
Federation of Small Businesses (FSB)
Food Solutions (Small Food Businesses)
Hair and Beauty Industry (HABIA)
Property Managers Association (PMA)
Property Occupiers Network (PON)
Radio Electrical & Television Retailers Association (RETRA)
Scottish Grocers Federation (SGF)

The Research Partners

RealService is an international research, training and consulting company, working exclusively within the property industry. It specialises in helping its clients to measure and improve the delivery of customer service to occupiers.
www.real-service.co.uk

IPD is a global information business, dedicated to the supply of independent market indices and portfolio benchmarks to the property industry. Today the management of property assets is driven by information. IPD’s systems bring transparency and rigorous analysis to meet this requirement. Around the world, investors, occupiers, advisors, lenders, analysts and researchers rely on IPD’s reports and results.
www.ipd.com