Know Your Occupants: Tenant Engagement
Improving tenant satisfaction is a top priority for commercial office property teams as the workplace continues to evolve. Our research shows that in addition to investing in building operations tech, CRE property teams are looking to tenant experience technology to help meet their goals. And that’s for good reason. Those who don’t have a tenant engagement strategy could be left behind. Our research shows that many commercial office property teams are missing a huge opportunity to engage with tenants in meaningful ways. When we asked whether they are using tenant survey or polling data to help guide business decisions, the majority of commercial office property teams said no (48%) or they weren’t sure (13%). Fewer than half of respondents answered yes (39%).
Are you currently using tenant survey or polling data to help guide your business decisions?
No
Yes
Not sure
n = 158
of commercial office property teams don’t use or aren’t sure if they use tenant survey and polling data to guide business decisions, missing a huge opportunity to improve tenant satisfaction.
For those property teams looking to enhance their tech stack to create a better tenant experience, an app that connects a building operations platform with a tenant experience component is key. This technology creates a seamless experience for tenants and property teams alike because they can engage and connect with every person in the building in a more streamlined way that saves time over manually sending emails (something 80% of commercial office teams say they use most often to communicate with tenants). Additionally, every event registration, booked resource, and tenant survey sheds light on what tenants love – and what they don’t.
Commercial office property teams can use this real-time data to remain proactive about office programs and amenities. Tapping into the data can help property teams make better business decisions – something that would be helpful for at least 61% of the CRE professionals who responded to this survey.
Building Communication: The Office Backbone
We also asked property teams to share their most common method for communicating with tenants. Overwhelmingly, the majority said email (80%). The second most common way was notifications via a tenant app, but with only 10% of respondents citing this method.
What is your most common method for communicating with tenants?
Notifications via a tenant app
Phone call
Text message / chat bot
Digital signage
Other
n=158; percentages rounded
Again, CRE property teams are missing a big opportunity to streamline building operations and save time by cutting out manual tasks such as emailing.
Among many things, your tenants’ goals include creating a workplace their employees want to be part of. They can’t be successful in meeting their goals if they aren’t properly connected to the property team. Tenants want to be valued. They want to feel heard if they have a complaint. Simply put, your tenants need to be able to easily contact your team.
That’s where technology comes in. When you give your tenants access to one app with everything they need – including a workplace experience component and a building operations platform – they can engage with you quickly. And, property management teams can handle requests in a timely manner. In turn, you’ll foster greater tenant relationships and satisfaction.
