SUSTAINABLE BUILDINGS
Asset Classes
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Offices
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- Not applicable
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Enclosed Shopping Centres
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- Not applicable
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Open Air Retail
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- Not applicable
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- Not applicable
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Light Industrial
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- Not applicable
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Multi-Unit Residential Buildings
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- Not applicable
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- Not applicable
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Health Care Facilities
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- Not applicable
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- Not applicable
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Universal
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- Not applicable
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Focus Area
Accessibility and Wellness
Topic
Occupant Experience
Question #
A4.2 – Occupant Satisfaction Survey
Question
Was an occupant satisfaction survey conducted in the last two years?
Applicability
All asset classes
Owner/landlord occupied building
Tenant occupied building
Answer & Scoring
- Yes = Points as indicated below
Select all components covered in the survey:
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- Quality and effectiveness of building management and services = 1 point
- Air quality = 1 point
- Thermal comfort = 1 point
- Lighting = 1 point
- Acoustics, and/or noise = 1 point
- Frequency and timeliness of communication and response times = 1 point
- Inclusivity = 1 point
- Other = 1 point
- No = 0 points
Max of 4 points
Requirements
- Conduct an occupant satisfaction survey every two years, at a minimum
- The survey must be provided to at least 50% of building occupants
- Record the date the survey was distributed and survey recipients
- Advertise the survey in different media channels, as appropriate, to encourage occupant participation
- Compile survey results, detail corrective actions planned and implemented
Although there is no minimum rate of response required, a rate of 30% is encouraged for results to be considered informative
Documentation
- Survey questions
- Sample of occupant responses received
- Summary report, corrective actions planned and implemented
Suggested Lead
In-house
Value
- Receiving occupant feedback is important to ensure a building is operating in a way that benefits building occupants
- Conduct an occupant satisfaction survey that covers a wide range of occupant comfort topics at least once every two years
- Based on the results of these surveys, implement corrective actions to improve occupant comfort
Description
Conducting regular occupant satisfaction surveys can help management better understand the issues/priorities that matter most to occupants. Surveys can also help improve management-tenant relationships and inform management priorities.
References
None
Adapted BB 3.0 Question
Question 10.02.01 – Does building management regularly conduct an occupant satisfaction survey that includes the following components?