SUSTAINABLE BUILDINGS
Asset Classes
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Offices
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Enclosed Shopping Centres
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Open Air Retail
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Light Industrial
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Multi-Unit Residential Buildings
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Health Care Facilities
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Universal
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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 three years?
Applicability
Applicable to all buildings (systems or equipment in the owner or landlord’s control)
Answer
Select all components covered in the survey:
- Quality and effectiveness of building management and services
- Air quality
- Thermal comfort
- Lighting
- Acoustics, and/or noise
- Frequency and timeliness of communication and response times
- Inclusivity
- [Healthcare] Ease of interaction
- [Healthcare] Privacy
- Other
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.
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
Also see Other Notes
Documentation
- Survey questions
- Sample of occupant responses received
- Summary report, corrective actions planned and implemented
Adapted BB3 Question
Question 10.02.01 – Does building management regularly conduct an occupant satisfaction survey that includes the following components?
Suggested Lead
In-house
References
None
Crosswalk
TBD
Other Notes
Although there is no minimum rate of response required, a rate of 30% is encouraged for results to be considered informative
Scoring
1 Point per option, up to 4 Max Points