High marks received on tenant satisfaction survey
Albert B. Ashforth, Inc. – Management Services’ team is dedicated to listening to all of its tenants and is continually improving how they deliver on customer expectations. Senior Vice President & Director of Operations, Brian Heelan explains, “It’s imperative that all of our tenants feel we have a partnership and are organized and ready to respond quickly to any concerns they may have.”
As an important tool for measuring its quality of service, Ashforth conducted a survey of 19 tenants located at three of its owned/managed properties in CT – 3001 Stamford Square, 707 Summer Street and Greenwich Plaza. Tenants were asked to rate whether they were “very satisfied”, “satisfied” or “very dissatisfied” on a variety of areas including building services, property management team, building operations, amenities, accounting and billing practices, elevators, heating, cooling, and ventilation, cleaning services, leasing services, and construction services.
With an above average response rate of 90%, Ashforth collected a great deal of important feedback. Overall, nearly 80% of the respondents felt “very satisfied” and when combined, 99% were “very satisfied/satisfied”. 92% were “very satisfied” with Ashforth’s property management teams and 98% were “very satisfied/satisfied” with overall building operations. One of the more challenging areas to keep tenants satisfied with is the heating, cooling and ventilation of buildings; 95% were “very satisfied/satisfied” at Ashforth’s buildings.
The survey also pointed out areas for improvements and suggested ideas. Ashforth’s property management teams personally met with each tenant and addressed all specific concerns.
“Surveying is just one means for gathering data on our customer satisfaction and identifying areas for improvement. Our goal is to provide solutions and keep the lines of communication open between our teams and our tenants at all times. It’s a partnership. We constantly check in with our tenants and encourage them share concerns at any time,” Heelan emphasized.
