Occupant Satisfaction Surveys

Getting input from your users or occupants is an important part of managing facilities. It provides you with first-hand information about what you need to do differently and what is working.

While you may feel it’s a risk to ask for their opinion, you will be better off in the long run. Getting input provides you with information you need to influence others within your organization or to make better decisions. Doing it right, however, with questions that provide insight on issues you can act on, is critical and a failure of many satisfaction surveys.

Survey Development

We can help you develop survey questions that get the information you need to act on. Even if you don't use our survey administration services, you can develop and administer surveys for a wide variety of purposes, including quality assurance, customer or tenant satisfaction, transaction satisfaction (i.e. work order or projects) and more. It's important to get it right if you want to use the information instead of simply looking at numbers. We've seen questions that don't help or badly worded questions that improperly influence the response, including negative responses. The most important thing is to develop survey quesitons with analysis and action in mind.

By developing an effective survey, you can get the information you need, even if you use a paper based survey or use telephone calls to get the results, such as for a project or transaction related survey.

Using the right techniques and well developed questions that provide you with information you can actually use to make improvements or act upon, we will develop questionnaires that work.

Administering your Surveys

We administer your customer / occupant satisfaction surveys for you, including helping with the analysis and action plans. Your surveys will be private and appear with your own branding. Our knowledge and experience in Facility Management enables us to develop better surveys to meet your needs.

The process is simple. We work together to develop the questions and options that are facilities related, using a number of different survey techniques, including drop down lists, ranking, matching and even importance scales.

You provide a file with names and email addresses and we send out special emails with your personal or corporate message, inviting the recipients to participate, along with a unique link for each participant. We can follow-up automatically at set times with recipients. You can also include links in work order close-out emails or on your internal website.

Our related consulting services are a useful companion to a survey initiative. We can work with you to analyze the results and develop action plans and communications back to participants after the survey is completed.