& 2012 tenant satisfaction survey u.s. general services administration southeast sunbelt region...
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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