May 30, 2007—The Property Industry Alliance, in conjunction with CoreNet Global UK, has commissioned the UK Occupier Satisfaction Index (OSI), an annual program to measure and produce an index to track occupier satisfaction across the UK commercial property industry.
The OSI Index is the first initiative of its type to have been commissioned by representative bodies from both the occupier and the property supply communities, according to CoreNet. The goal is to inform the debate about service standards within the commercial property industry and act as a catalyst for innovation and change.
The OSI Index is a composite score, derived from the responses of occupiers to 14 questions, regarding their satisfaction with aspects of the service that they receive. The responses have each been converted to a satisfaction score out of 100 and the OSI Index is the arithmetic mean of the 237 responses.
The UK Occupier Satisfaction Index for 2007 is 55, where total satisfaction would score 100, says CoreNet. The UK Occupier Satisfaction Indices for the office, industrial and retail sub-sectors are 59, 55 and 52 respectively.
This study explores occupiers’ perceptions of the service provided by property owners, property developers, property/facilities managers, professional advisors and leasing agents.
The research program comprised confidential, in-depth, telephone interviews with property directors and other senior personnel with responsibility for property in 237 organizations. Interviews were carried out within three main property sectors: retail, office and industrial. The views of small businesses, larger corporations and public sector organizations were sought.
Telephone interviews to gather quantitative and qualitative data were conducted by Kingsley Lipsey Morgan between October 2006 and January 2007. Each interview typically lasted about 45 minutes.
For more information, see the Web site.
