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2012 Tenant Satisfaction Survey2012 Tenant Satisfaction Survey

U.S. General Services Administration Southeast Sunbelt RegionRobin Emery , Renatta Jackson & James

GrammerMarch 29, 2012

AGENDAWhat is TSS (Tenant Satisfaction Survey)Why SurveyHow we do itFY11 ResultsFY12 Target GoalsNew Survey Instrument PilotOpen Discussion

WHAT IS TSS?

Tool to find out how we are doing and where we need to improve

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.

“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

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%

*** Communication throughout is CRITICAL to Success ***

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

R4 Survey Success Factors- Address complaints

PRIOR SURVEY RESULTS

  Response Rate   % Satisfied (4s & 5s)   Mean

Service Center 2007 2008 2009   2007 2008 2009   2007 2008 2009

ATL-Central 58% 45% 67% 81% 66% 92%   4.12 3.7 4.34

ATL-North 88% 96% 81%   84% 84% 84%   4.22 4.09 4.25

ATL-South 35% 57% 29% 74% 76% 73%   3.89 3.96 3.85

Alabama 38% 33% 56%   79% 67% 80%   4.06 3.65 4.08

Kentucky 44% 66% 63%   69% 77% 71%   3.8 4.09 3.88

Memphis 69% 87% 85%   87% 79% 81%   4.3 4.08 4.06

Miami 50% 31% 46%   76% 66% 79%   4.02 3.76 4.03

Nashville 21% 23% 51%   56% 83% 78%   3.49 4.25 4.09

N. Carolina 46% 37% 60%   75% 77% 80%   3.98 4.02 4.03

Savannah 37% 39% 39%   75% 62% 72%   4.03 3.61 3.88

S. Carolina 87% 95% 90% 78% 80% 75% 4.06 4.05 3.94

Tampa 37% 31% 26%   73% 61% 73%   3.8 3.64 3.81

                       

Region 44% 45% 49%   76% 74% 77%   3.97 3.91 4.02

Gallup Website: https://gx.gallup.com/gsa.gx

Agency Reports- scores & buildings Building Reports Verbatim CD

agency report

Building

Building Name # Occupants

FL2057 Custom Clearance Center6700 NW 25th St, Miami, FL

250

FL2476 Modis Bldg, 1 Independent Dr., Jacksonville, Fl

295

GA2052 2635 Century Plz., Atlanta,GA 295

FL2257

850 Trafalgar Ct., Orlando, FL 297

FL1021 Federal Justice Bldg, 99 NE Fourth St., Miami, FL

300

KY3016 Florence Business, Center, 7125 Industrial Rd., Florence, KY

428

FL2347 IRS Bldg., 7850 SW 6th Ct., Plantation, FL 600

GA0010 IRS Annex, 2385 Chamblee Tucker Rd., Atl, GA

1291

GA2054 FAA Project 1, 1701 Columbia Ave., College Park, GA

2200

GA1007 Atl Federal Center, 100 Alabama St SW, ATL, GA

3900

SERVICE CENTER CHAMPIONS

Atl-NorthJohn Bagwell

Wanda Kearney

Atl-SouthAl Rouse

Michelle White

Atl-CentralJulius GoodmanJason Withers

AlabamaDarlene Brown

Marsha Andosca

KentuckyErin Dickinson

Patty Fry

MemphisAnjana Challa

Demetrice Wraggs

MiamiChristine Allen

Cassandra Perez

NashvilleJacob Arvie

Catherine BrasherJennifer Campbell

North CarolinaSheri Salau

Donald Harrison

TampaTom GrufmanKathy Nadier

Richard GarringerPete Slater

Richard Hosey

SavannahSuzanne Rushing

South CarolinaGrace JacksonRonnie KelleyLatina Sabb

MILESTONESMilestone Date

Bldg list to CO February 24

Bldg list to Gallup March 23

Bldg list Final Revision April 1

Surveys printed & mailed to POCs

April 29

Survey Distribution begins

May 6

Survey Distribution ends June 3

Survey Period - Paper Survey Period -

Online

May 6 -June 30July 15

Survey Results Released September 9

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

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

Building

Building Name Agency

GA0008ZZ

Tuttle US Crt of Appeals Courts

GA0030ZZ 

Godbold FB Courts

GA0044ZZ

Gainesville FB-CT Courts, USMS

GA2052 2635 Century Parkway FBI

GA2071 Hartsfield Center Probation

GA2021 2000 Powers Ferry Probation

 GA2031 Heritage Place Probation

GA2381 303 Holiday Ave FBI

GA2122 Marquis II DHS, TSA

GA2379 Camp Creek Business Park

DHS, ICE Investigation

GA2339 S. Woods Business Center

USMS

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

Building Access- Marshalls, Courts, etc.

Web based survey Communication/ buy-in of agency

pocs Increasing response rates