Close Menu
PAD MagazinePAD Magazine
    Pages
    • About PAD Magazine
    • Advertise
    • Contact
    • Contribute Property and Home Improvement related content
    • Home
    • Newsletter Advertising
    • Pad Team
    • Property & Development Magazine
    • Subscribe
    Facebook X (Twitter) Instagram
    • Contribute
    • About PAD Magazine
    • Pad Team
    X (Twitter) RSS
    PAD MagazinePAD Magazine
    • Home
    • New Builds
      • Sales & Marketing
      • Regeneration
      • Planning & Design
      • Sustainable Construction
    • Luxury Living
      • Interior Design
      • Lifestyle
      • Property Renovation & Refurbishment
      • Garden & Lanscaping
      • Home Decor
    • News
      • Software
      • Energy & Utilities
      • Affordable Housing
      • Environment
      • Plant & Machinery
      • Products & Materials
      • Infrastructure & Energy
    • About
      • Pad Team
      • Contribute Property and Home Improvement related content
    • Contact
    Subscribe
    PAD MagazinePAD Magazine
    You are at:Home BCO research calls for greater occupier satisfaction
    Management & Estate Services

    BCO research calls for greater occupier satisfaction

    PAD Editorial TeamBy PAD Editorial Team10/07/2015No Comments4 Mins Read5 Views
    Facebook Twitter Pinterest Telegram LinkedIn Tumblr Email Reddit
    Share
    Facebook Twitter LinkedIn Pinterest WhatsApp Email

    New research by the British Council for Offices (BCO) has revealed that whilst occupier satisfaction within the UK office industry is improving, it is not at a fast enough rate to satisfy the majority of occupiers and is calling on a rethink of the relationship between owners, managers and occupiers of the office sector.

    The report which follows research published in 2002 is based on a new in-depth study between corporate occupiers within the office sector and highlights a number of shortcomings in occupier satisfaction with the way that their buildings are managed on their behalf.

    During a time of increasing demand for office space and a limited supply, less than one in five (17 per cent) of the office occupiers contributing to the study rated their property management service as ‘good’ or ‘excellent’. Although the customer service offering is lacking, satisfaction with the product itself is high, with two out of three occupiers happy with the quality of their office and three out of four perceiving this quality to have improved over the past 10 years.

    Innovation and flexibility in the industry also rated highly with the occupiers interviewed, yet despite this, less than one in three occupiers feels that the industry understands their business needs. This clear gap between customer expectation and customer experience has led the BCO to call on the industry to develop a better understanding of occupier priorities in order to redefine the concept of building performance.

    According to the BCO, one of the ways that the expectation gap can be closed is by helping owners and managers better understand what a well-performing building looks like from an occupiers’ perspective. To achieve that, the BCO proposes that the industry adopts, and actively promotes, a new BCO definition of building performance:

    See also  Homeowners Are Uncertain About Bathroom Refurbishment

    Building performance is the way that a building supports the occupiers’ differing aims and needs, including

    • Driving quality and value
    • Meeting sustainability objectives
    • Providing environments that meet the needs of users, resulting in efficient and effective workplaces

    This definition sets out to frame a more sophisticated approach for property owners and managers to engage with their customers, focusing upon value and quality creation, rather than simply cost-reduction. Occupiers are telling the property industry that those who understand this and are willing to respond to their fast changing needs stand to prosper in ‘the three Rs of real estate’ – revenue, retention and reputation.

    Commenting on the launch of the report, Chris Richmond, chairman of the BCO Occupier Group and head of real estate, PwC, said:

    “The customer is always right’ is a motto that exhorts business to give a high priority to customer satisfaction. While this may be true of many service sectors, UK office occupiers’ perceptions of real-estate suppliers continues to be one of disillusionment and frustration.

    “Some landlords have already identified a need for reform, and are forging a cultural change, recognising that it is business occupiers who drive the commercial buildings they develop, and manage, and with whom they need to engage to understand ever-changing modern business practices.

    “This report sets out what we at the BCO see as an important course of action to impact a step-change in the industry, but only time will tell whether this will lead to prescriptive service-level commitments in line with other sectors.”

    In order to provide a pragmatic way forward, the report details a ten-point action plan to improve alignment between owners, managers and occupiers:

    See also  Northumberland College and ORCA Create Training Programme for Housing Industry

     

    1. Adopt the new definition of ‘building performance’
    2. Increase engagement on ‘quality and value’
    3. Create a building performance scorecard
    4. Define service standards
    5. Encourage more transparency
    6. Rethink role and basis of remuneration for property management
    7. Make it easier for valuers
    8. Encourage use of ‘voluntary service commitments’
    9. Recognise and award outstanding property management
    10. Promote the property-management profession and increase training

     

    The post BCO research calls for greater occupier satisfaction within UK office industry appeared first on FMJ.


    Source: FMJ


    Property & Development Magazine

    Share. Facebook Twitter Pinterest LinkedIn Reddit WhatsApp Telegram Email
    Previous ArticleMorgan at The Championships, Wimbledon
    Next Article Hounslow Council renews £4m cleaning services contract with Nviro
    Avatar
    PAD Editorial Team

    Related Posts

    Ron DeSantis and the Bold Bid to End Property Taxes in Florida

    29/03/2025

    Key Trends Shaping the Future of Property Management

    18/03/2025

    Less risk, more flexibility: why landlords are opting for monthly rentals

    03/03/2025

    Comments are closed.

    Search
    Categories
    • Affordable Housing
    • AI
    • Architecture
    • Art & Entertainment
    • Automotive
    • Awards
    • Beauty
    • Builds & Development
    • Business, Legal & Financial
    • Casino
    • Celebrities
    • Charity
    • Construction
    • Coronavirus
    • Corporate Social Responsibility
    • Energy
    • Energy & Utilities
    • Environment
    • Events
    • Fashion
    • Finance
    • Gambling
    • Garden & Lanscaping
    • Health
    • Home Decor
    • Homes and Interiors
    • Infrastructure & Energy
    • Interior Design
    • International
    • Jobs & Training
    • Law
    • Leisure & Hospitality
    • Lifestyle
    • Luxury Living
    • Management & Estate Services
    • Manufacturing
    • Marketing
    • Medical
    • Net Worth
    • News
    • Op-Ed
    • Planning & Design
    • Plant & Machinery
    • Plumbing
    • Press Releases
    • Products & Materials
    • Property Renovation & Refurbishment
    • Regeneration
    • Sales & Marketing
    • Software
    • Sustainable Construction
    • Technologies
    • Tips
    • Tips
    • Travel & Tourism

    Subscribe to Updates

    Get the latest creative news from FooBar about art, design and business.

    Is Buying an Off-Market Property Right for First-Time Buyers?

    The Benefits of Hiring Consulting Contractors for Infrastructure Development

    How to Remove Moles Naturally at Home: No Scars, No Worries

    Costco Canada Membership Deal Just Got Better—Here’s How to Get $130 Back Instantly

    Is Buying an Off-Market Property Right for First-Time Buyers?

    The Benefits of Hiring Consulting Contractors for Infrastructure Development

    How to Remove Moles Naturally at Home: No Scars, No Worries

    Costco Canada Membership Deal Just Got Better—Here’s How to Get $130 Back Instantly

    © 2025 ThemeSphere. Designed by Property & development.

    Type above and press Enter to search. Press Esc to cancel.

    Manage Cookie Consent
    To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behaviour or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
    Functional Always active
    The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
    Preferences
    The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
    Statistics
    The technical storage or access that is used exclusively for statistical purposes. The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
    Marketing
    The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
    Manage options Manage services Manage {vendor_count} vendors Read more about these purposes
    View preferences
    {title} {title} {title}