D22: Tenant Satisfaction Survey During the Last Three Years

Maximum Score

3 points

Pillar

Social

Topic

Implementation & Measurement

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Has the entity performed a tenant satisfaction survey during the last three years?

Assessment Instructions

Intent: What is the purpose of this indicator?

This indicator examines whether the organization discloses a structured tenant engagement and satisfaction monitoring process. Increased tenant satisfaction leads to better tenant retention, thus improving the revenue prospects and financial risk for property companies and REITs.

Input: How do I complete this indicator?

Select yes or no. If yes, disclose where the online information can be found.

Terminology

Disclosure

The act of making information or data readily accessible and available to all interested individuals and institutions. Disclosure does not need to be public, but must be external to the reporting entity and cannot be an internal and/or ad hoc communication within the participating entity. 

Tenants/occupiers/customers

The definitions of customers and tenants/occupiers are mutually exclusive. The tenant/occupier is the person with whom the landlord of the building has a direct contractual relationship to occupy part or all of the building. In most cases, this will be a landlord/tenant relationship documented by a lease. However, it also includes occupiers that occupy on the basis of other types of contractual agreement, for example as a franchisee.

Tenant satisfaction survey

A written survey conducted by the landlord or by a third party on its behalf which gives the tenant the opportunity to give feedback regarding the building that it occupies. GRESB only accepts tenant satisfaction surveys undertaken in the past three years.

Validation: What evidence is required?

Evidence: URL. Ensure that the hyperlink is not outdated and the relevant page is directly accessible. It is possible to provide multiple hyperlinks.

• Points will be awarded if it is disclosed that the tenant surveys are conducted at regular intervals, or

• If the use of a survey is reported upon in an annually published report.

A best practice example would include the date of the most recent tenant survey, the percentage of tenants covered, and the regularity with which the surveys are carried out, as well as the outcomes/conclusions of this survey.

Scoring

Scoring: How does GRESB score this indicator?

The answer options are validated based upon the hyperlink(s) collected by GRESB or provided by the constituent. Points are contingent upon the validity of the disclosure.

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References

GRI Sustainability Reporting Standards, (2016): 102-43, Approach to stakeholder engagement