# TC2.2: Program to Improve Tenant Satisfaction

<table data-column-title-hidden data-view="cards" data-full-width="false"><thead><tr><th></th><th></th><th></th><th data-hidden data-card-cover data-type="image">Cover image</th></tr></thead><tbody><tr><td><i class="fa-bullseye">:bullseye:</i> Maximum Score</td><td><strong>1 point</strong></td><td></td><td></td></tr><tr><td><i class="fa-input-pipe">:input-pipe:</i>  Input Method</td><td><strong>Assessment Portal</strong></td><td></td><td></td></tr><tr><td><i class="fa-pen-to-square">:pen-to-square:</i> Prefill</td><td><i class="fa-check">:check:</i> <strong>Eligible</strong></td><td></td><td></td></tr><tr><td><i class="fa-calculator">:calculator:</i> Scoring method</td><td><strong>Static</strong></td><td></td><td></td></tr><tr><td><i class="fa-shield-check">:shield-check:</i> Validation</td><td><strong>Other answer is manually validated</strong></td><td></td><td></td></tr><tr><td><i class="fa-arrow-trend-up">:arrow-trend-up:</i> 2026 Updates</td><td><strong>None</strong></td><td></td><td></td></tr></tbody></table>

***

**Does the entity have a program in place to improve tenant satisfaction based on the outcomes of the survey referred to in TC2.1?**

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## Assessment Instructions

<details>

<summary><strong>Intent</strong>: What is the purpose of this indicator?</summary>

This indicator examines how the entity responds to issues identified in tenant satisfaction surveys. Tenant satisfaction surveys are conducted to identify key issues and concerns, which can then be addressed through improvement measures and/or programs adopted by the landlord. Defining measures and improvement targets based on the outcome of the survey and implementing those measures demonstrates commitment to the tenant engagement process and to the development and maintenance of tenant satisfaction.

</details>

<details>

<summary><strong>Input</strong>: How do I complete this indicator?</summary>

Select yes or no. If yes, select all applicable sub-options.

**Open Text Box:** The elements covered by the program must be identified and described in detail.

### Terminology

**Action Plan**

> A detailed plan outlining actions needed to enhance stakeholder satisfaction. An action plan has four major elements: (1) Specific tasks: what will be done and by whom; (2) Time horizon: when will it be done; (3) Resource allocation: what specific funds are available for specific activities, and (4) Measurable outcomes.

**Asset/property manager**

> A person responsible for developing and overseeing financial and strategic developments of real estate investments at asset level.

**Feedback sessions with individual tenants**

> Meetings with individual tenants to gather feedback about sustainability-specific issues.

**Feedback sessions with asset/property managers**

> Meetings with asset/property managers to gather feedback about sustainability-specific issues.

</details>

<details>

<summary><strong>Validation</strong>: What evidence is required?</summary>

No evidence required. Only the 'Other' answer is manually validated.

#### **Other Answer**

State the issue included in the program to improve tenant satisfaction. It is possible to report multiple other answers. If multiple other answers are acceptable, only one will be counted towards scoring.

<a href="/pages/utxKQNLSUKyW8QMeUwEi" class="button primary" data-icon="shield">Validation Basics</a>

</details>

## Scoring

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<details>

<summary><strong>Scoring</strong>: How does GRESB score this indicator?</summary>

**This indicator is linked to TC2.1.** To achieve points for this indicator, the number of points received in TC2.1 must be higher than 0.

This indicator's scoring is equal to the fraction assigned to the selected option multiplied by its total score.

**Other:** The 'Other' answer is manually validated and assigned a score which is used as a multiplying factor, as per the table below:

| Validation status | Score |
| ----------------- | ----- |
| Accepted          | 1/1   |
| Not Accepted      | 0     |
| Duplicate         | 0     |

**Open text box:** The open text box is not scored and is for reporting purposes only.

<a href="/pages/utxKQNLSUKyW8QMeUwEi" class="button primary" data-icon="shield">Validation Basics</a>

</details>

## Frequently Asked Questions

***

<details>

<summary>Who should a hotel owner consider as tenants in the Real Estate Assessment?</summary>

For entities with hotel assets, hotel operators are considered the tenant. Therefore, surveys
&#x20;administered by the hotel operator are considered internal. In cases where there is no third-
party hotel operator and the reporting entity directly operate the hotel instead, the hotel
&#x20;guests should be considered the tenants.&#x20;

Please note that this rule applies to all aspects,
&#x20;including indicators under Tenants and Community.

</details>

<details>

<summary>I'm an owner and occupier. How should I approach tenant-related questions in the
 Tenant &#x26; Community section of the Performance Component?</summary>

If you own and occupy your building, your employees should **not** be considered tenants.
&#x20;Therefore, the tenant engagement section of the assessment is likely not applicable, and you
&#x20;should select ‘Not Applicable’.

</details>

## Get Support: Solution Providers

**GRESB Solution Providers** are independent, third-party organizations within the GRESB Partner network that offer specialized products, tools, and services to support sustainability performance outside the GRESB Assessment process.

The organizations below deliver commercially available solutions designed to help drive improvement for this indicator. Engagement is managed directly between the reporting entity and the Solution Provider.

GRESB will continue to update this section as the GRESB Solution Provider network grows. Please check back regularly to find GRESB Solution Providers who can support your sustainability performance.

<table data-view="cards"><thead><tr><th></th><th data-hidden data-card-cover data-type="image">Cover image</th><th data-hidden data-card-target data-type="content-ref"></th><th data-hidden></th><th data-hidden></th><th data-hidden></th><th data-hidden></th></tr></thead><tbody><tr><td><a href="https://www.gresb.com/partners/aktivbo/">See Directory Profile</a></td><td data-object-fit="contain"><a href="/files/OvWjPjGLTla6WqcSHHiZ">/files/OvWjPjGLTla6WqcSHHiZ</a></td><td><a href="https://www.gresb.com/nl-en/partners/aktivbo/">https://www.gresb.com/nl-en/partners/aktivbo/</a></td><td>AktivBo</td><td></td><td></td><td></td></tr><tr><td><a href="https://www.gresb.com/partners/arc/">See Directory Profile</a></td><td data-object-fit="fill"><a href="/files/fXdyJePaMvaybMKdQQso">/files/fXdyJePaMvaybMKdQQso</a></td><td><a href="https://www.gresb.com/nl-en/partners/arc/">https://www.gresb.com/nl-en/partners/arc/</a></td><td></td><td>Arc Perform</td><td></td><td></td></tr><tr><td><a href="https://www.gresb.com/partners/freesi/">See Directory Profile</a></td><td><a href="/files/G3qNjgqOK4CzpSH4U1oU">/files/G3qNjgqOK4CzpSH4U1oU</a></td><td><a href="https://www.gresb.com/nl-en/partners/freesi/">https://www.gresb.com/nl-en/partners/freesi/</a></td><td></td><td></td><td>Freesi</td><td></td></tr><tr><td><a href="https://www.gresb.com/partners/kingsley-a-grace-hill-company/">See Directory Profile</a></td><td data-object-fit="cover"><a href="/files/9Q93NEfZvTlcxnQlEX2o">/files/9Q93NEfZvTlcxnQlEX2o</a></td><td><a href="https://www.gresb.com/nl-en/partners/kingsley-a-grace-hill-company/">https://www.gresb.com/nl-en/partners/kingsley-a-grace-hill-company/</a></td><td></td><td></td><td></td><td>Grace Hill Kingsley Surveys</td></tr></tbody></table>


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