Tenant Surveys

Annual

Kingsley Associates’ annual tenant survey programs objectively measure the entire tenant experience. From the leasing process to service delivery, your team will be provided with action items aimed to increase tenant satisfaction, retention, and loyalty. The program will evaluate the perceptions of tenants by measuring and benchmarking areas such as the following:

• Overall satisfaction as a tenant
• Perceptions of property features
• Satisfaction with management, leasing, and maintenance service delivery
• Current tenant needs and priorities
• Likelihood of property recommendation
• Renewal intentions and future space requirements

Detailed Reporting

Throughout the survey program, the Kingsley Portal provides clients with access to real-time response rates and survey results. At the conclusion of the survey, we provide detailed reports and analysis identifying each of the following items:

• Key Performance Indicator (KPI) dashboards summarizing performance in the areas most directly influencing tenant satisfaction and retention
• Action planning sections identifying areas that are driving tenant satisfaction
• Verbatim comments from tenants related to their experiences
• Question-by-question comparisons of the results to the Kingsley Index™ competitive benchmark

Smaller Portfolios

Want to assess a single building or a small portfolio?

Assessing the Customer Experience (ACE) is a satisfaction survey program designed specifically to accommodate single assets and smaller portfolios at a cost-effective price point. The ACE program is available for participation five months throughout the year.

Ongoing

In addition to annual surveys, Kingsley Associates offers ongoing survey programs focused on evaluating key events throughout the tenant lifecycle.

Ongoing tenant survey programs are customizable but often include surveys to new and renewing tenants, tenants who have submitted work order requests, and tenants who recently terminated a lease. Reaching tenants at these important milestones allows deeper insight into the following areas:

• Key factors in the initial lease decision
• Effectiveness and ease of the leasing and move-in processes
• Quality of tenant improvements
• Effectiveness of the maintenance process and staff
• Reasons for lease renewal or termination

Detailed Reporting

Throughout the survey program, the Kingsley Portal provides clients with access to real-time response rates and survey results. At the conclusion of the survey, we provide detailed reports and analysis identifying each of the following items:

• Key Performance Indicator (KPI) dashboards summarizing performance in the areas most directly influencing tenant satisfaction and retention
• Action planning sections identifying areas that are driving tenant satisfaction
• Verbatim comments from tenants related to their experiences
• Question-by-question comparisons of the building to the Kingsley Index™ competitive benchmark

Corporate Occupier

Optimizing service delivery, operations, and occupant satisfaction is critical to enhancing workplace productivity and prioritizing capital improvements. High occupant satisfaction can be leveraged to strengthen employee engagement and lower expenses.

Kingsley Associates uncovers insights from employees regarding facilities management services, building amenities, and workplace needs and priorities through our advanced survey methods. Additionally, we can reveal key trends across demographics of interest, such as company divisions or departments. A corporate occupier survey commonly examines the following areas and can be customized to suit each client’s needs:

• Overall occupant satisfaction
• Perceptions of building features and amenities
• Satisfaction with facility and property management services
• Priority areas for attention and improvement

Detailed Reporting

Throughout the survey program, the Kingsley Portal provides clients with access to real-time response rates and survey results. At the conclusion of the survey, we provide detailed reports and analysis identifying each of the following items:

• Key Performance Indicator (KPI) dashboards summarizing performance in the areas most directly influencing satisfaction
• Action planning sections identifying areas that are driving occupant satisfaction
• Verbatim comments from occupants related to their experiences