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2012 Tenant Satisfaction Survey

2012 Tenant Satisfaction Survey. U.S. General Services Administration Southeast Sunbelt Region. &. Robin Emery , Renatta Jackson & James Grammer March 29, 2012. Agenda. What is TSS (Tenant Satisfaction Survey) Why Survey How we do it FY11 Results FY12 Target Goals

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2012 Tenant Satisfaction Survey

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  1. 2012 Tenant Satisfaction Survey U.S. General Services Administration Southeast Sunbelt Region & Robin Emery , Renatta Jackson & James Grammer March 29, 2012

  2. Agenda What is TSS (Tenant Satisfaction Survey) Why Survey How we do it FY11 Results FY12 Target Goals New Survey Instrument Pilot Open Discussion

  3. What is TSS? Tool to find out how we are doing and where we need to improve

  4. We are dedicated to our client’s satisfaction and committed to creating a cohesive, functioning facility that benefits all. To achieve this level of excellence, we have elicited the services of the Gallup Organization, since 1994, to assist our clients in completing a building wide Customer Satisfaction Survey. We poll our tenants every three years on several building related categories such as cleaning, indoor air quality, building maintenance, and overall customer satisfaction. We value the opinions, suggestions and responses received in previous years, which have enabled us to improve our operations and better accommodate our customer’s needs. The survey provides an opportunity for everyone to express their opinions on the services provided by the Service Centers Division. The anonymous feedback helps influence GSA’s decision making with regard to building improvements and service deliveries. Therefore, if you receive a survey, please take the time to participate in the 2012 survey process, also encourage your staff to participate. TENANT SATISFACTION SURVEY

  5. “If there is any one secret of success, it lies in the ability to get the other person's point of view and see things from his angle as well as your own.” - Henry Ford Why?

  6. General Survey all Buildings once very 3 years Postal, Delegated, and Never Before Surveyed (NBS) buildings not factored into LB2P measure Survey owned & leased Buildings w/ full occupancy > 6 Not required to survey areas where tenants moving within 1 yr 4s or 5s equal Satisfied Gallup prints and mails surveys to building pocs, inputs results and provides consolidated data analysis Targets: combined- 81%, owned buildings is 86%; leased buildings 76%

  7. Process *** Communication throughout is CRITICAL to Success ***

  8. Overview of Tenant Satisfaction Survey 42 different service attributes within five specific service areas Building and Office Environment Building Services Building Security Building Management Staff Additional Building Features Summary and demographic information

  9. Survey Instrument (Page 1)

  10. Survey Instrument (Page 2)

  11. R4 Survey Success Factors R4 Survey Success Factors - Address complaints

  12. 2011 Final Response Rates

  13. 2011 Final Response Rates by Service Center

  14. Prior Survey Results

  15. Gallup Website: https://gx.gallup.com/gsa.gx • Agency Reports- scores & buildings • Building Reports • Verbatim CD Tools Available

  16. agency report Agency report

  17. FY12- Top 10 by population

  18. Service Center Champions Atl-Central Julius Goodman Jason Withers Atl-North John Bagwell Wanda Kearney Atl-South Al Rouse Michelle White Alabama Darlene Brown Marsha Andosca Kentucky Erin Dickinson Patty Fry Memphis Anjana Challa Demetrice Wraggs Miami Christine Allen Cassandra Perez Nashville Jacob Arvie Catherine Brasher Jennifer Campbell North Carolina Sheri Salau Donald Harrison Savannah Suzanne Rushing South Carolina Grace Jackson Ronnie Kelley Latina Sabb Tampa Tom Grufman Kathy Nadier Richard Garringer Pete Slater Richard Hosey

  19. Milestones * New Survey Instrument Pilot test will run congruent to the FY12 Survey

  20. Happening Now Service Centers are working on action plans & developing communication tools Letter from Realty is being sent to all Lessors Posters will arrive soon Working to identify challenging buildings Identifying Best Practices Finalizing # building occupants to Gallup Ordering Promotional Items Regional TSS Conference Calls

  21. Atlanta Central- 100% Web based

  22. 4 Focus Groups- GSA Stakeholders & representatives, agency representatives and tenants • Recommendation: • Phase 1: Post Card with Overall Satisfaction Question and Comment section • Phase 2: Web Survey for tenants to provide deeper feedback • Encouraged to take next step which is an interactive web based survey New Survey Instrument- Pilot

  23. Building Access- Marshalls, Courts, etc. • Web based survey • Communication/ buy-in of agency pocs • Increasing response rates Challenges

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