2011 Occupier Satisfaction Survey Report

The Property Industry Alliance’s and CoreNet Global’s 2011 Occupier Satisfaction Survey, aims at collecting the views of a range of occupiers, detailing their experience of working with landlords over the past twelve months based on the Code for Leasing Business Premises in England and Wales, 2007. As a useful tool for facilities managers, it helps to identify key areas for improvement and good practice where it is happening.

A summary of the survey indicates that:

• Overall occupier satisfaction score of 5.4 out of 10 shows an improvement over last year’s result.
• There is a difference between small and large occupiers, but this is much less marked this year than last year.
• Occupier satisfaction levels were highest (scores of 6.2) for the leasing process, the rent review terms and conditions achieved in lease negotiations and the process of relinquishing a property;
• Satisfaction with landlord’s service charge arrangements received a score of 4.3 and has barely changed over the year;
• Sustainability remains an important issue for occupiers, who gave this factor the lowest score and feel landlords still have a lot to improve upon in terms of interaction with them on this issue.

An executive summary can be downloaded from Occupiersactisfaction.org

---

---