Capabilities
Benefits of an independent tenant survey from Campbell Scholtens
Tenant Satisfaction Index
Custom Tenant Surveys
Our senior management team, consisting of of Ian Campbell, Daniel Scholtens and Anne-Maree Mitford, are property consultants with extensive experience in property management and asset management. In addition, they have almost thirty-year’s combined experience in conducting tenant surveys.
Campbell Scholtens has established a reputation for achieving consistently high levels of tenant engagement, with average response rates of 78% for our commercial property surveys.
We continue to work with some of the most distinguished fund managers, owners and property services providers in commercial and industrial property in Australia and New Zealand.
Campbell Scholtens established the Tenant Satisfaction Index (TSI) as the benchmark measure for tenant satisfaction in the property industry, and against which all clients’ tenant survey results are compared.
| High response rates / tenant engagement | Our response rates are very high (78% on average) due to such factors as customising our surveys to the characteristics of each building and the effectiveness of our process for soliciting tenant responses. Our independence also prompts greater frankness and openness from tenants in their survey responses |
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| Industry Benchmarking | Our independence has allowed us to collect data from hundreds of commercial property surveys and industrial property surveys on behalf of numerous property fund managers and owners. The benefit to you is that you can benchmark your levels of service delivery against your industry peers |
| Tool for continuous improvement | Tenant responses (in the form of an Action Plan) become an input for the continuous improvement in service delivery. Property benchmarking can also be used to target improvement in service delivery, including key performance indicators for staff and contractors |
| Survey format options | Whilst most surveys are conducted in a web based format, Campbell Scholtens also offers a face-to-face interview format for nominated strategic tenants within your portfolio. A mix of web and face-to-face surveys can be conducted within a single building |
| Indication of brand strength | A measure of brand strength among your tenants in comparison to peers |
| Sustainability and CSR | Quantify tenant perceptions of service delivery in these areas and their levels of engagement in these areas |
| Asset Planning | Prioritisation of capex and repairs and maintenance Anticipated future space requirements and changes in space usage Identification of possible additional income streams |
| Industry trends and best practice | Our experience in and exposure to the industry ensures we are able to identify latest industry trends and best practice |
The Campbell Scholtens Tenant Satisfaction Index (TSI) is an established industry standard that allows property fund managers and owners to measure the level of tenant satisfaction with their customer service delivery. The TSI assists to identify where service delivery deficiencies may exist and/or where additional resources may be required.
The TSI is calculated as a rolling three-year average to ensure the data remains up-to-date. It is compiled from all surveys conducted on behalf of our clients.
The TSI can also be used for:
- Undertaking portfolio comparisons
- Determining quartile performance
- Providing measurable key performance indicators (KPIs) for staff and contractors
- Asset planning, particularly in regards to repairs and maintenance and capital expenditure
In additional to the TSI, Campbell Scholtens also collates comparable data for use by clients in areas such as environmental sustainability, corporate and social responsibility (CSR) and risk management.
Campbell Scholtens also provides tailored solutions for its clients. Some examples of custom surveys include:
- For new tenants: levels of satisfaction with recent lease negotiations, fitting out and tenant induction
- For an exiting tenant: reasons for leaving, making good experience
- For an existing tenant: levels of satisfaction with the process of a recent negotiation eg. lease renewal or market review
- Asset planning: seek opinions regarding, a proposed redevelopment or upgrade, such as a major refurbishment or a major retail services upgrade. Such surveys can be targeted to nominated tenant contacts to answer on behalf of their organisations, or issued to building occupants in general