matchoffice survey report - lokalebasen
TRANSCRIPT
MatchOffice presents the ClientSurvey of 2020
Over 1000 clients from 23 countries
took part in our survey. Read on to find
out the clients’ perspective on renting a
serviced office under the conditions
of a global pandemic.
CLIENTSURVEY
2020
Table of ContentsIntroduction ....................................................................................................
Key Results ............................................................................................................ 4
1 : Have you ever used a serviced office? ....................................................... 5
2 : What sort of contract do you have? .............................................................. 6
3 : How many people from your firm are using your serviced office? ...... 7
4 : Do you plan to renew your contract? ............................................................. 8
5 : What length of contract did you sign? ........................................................... 9
6 : Which of your office’s facilities do you use? ........................................... 10
7 : Which services are the most important to you? ................................. 11
8 : What are the disadvantages of serviced offices? ............................ 12
9 : What made you choose a serviced office
over a traditional one? .................................................................... 13
10 : Why did you choose the serviced office
you currently use? ........................................................... 14
11 : What would inwcrease the value
of your serviced office? .................................. 15
12 : How well does your serviced
office meet your expectations? .. 16
About MatchOffice .................. 17
3
IntroductionFollowing a good tradition, we would like to present
to your attention the MatchOffice Client Survey,
conducted for the sixth consecutive year. We asked
clients of European serviced offices how they feel
about the workspace they currently occupy, what
services they value the most, and found out the
general tendencies in view of the global COVID-19
pandemic.
The never before seen shift to homeworking, that
emerged in 2020, put operators in the position
where they have to adjust to the new norms and
regulations. Access to many services that were
provided previously is now restricted. Workspaces
are now introducing more private zones that allow
social distancing and implementing strict sanitization.
Businesses are trying to stay afloat and thus are
looking for flexible and cost-effective solutions.
We are living in strange and unpredictable times
and it is interesting to see, what the future holds
for serviced offices. At the moment, many clients
completely moved out or significantly downsized
their office space. However, companies still need to
make use of a business address, meeting rooms, call
and mail handling. And this is where workspaces step
in. Lastly, individual entrepreneurs and small companies
will likely continue using the benefits of serviced offices.
Jakob Dalhoff
CEO, MatchOffice
Our findings.
Key Results
Shorter, more flexible
agreements
With the uncertainty brought about
by 2020 and businesses being on the
brink of survival, most of our respondents
shifted from long-term memberships to more
flexible options. An overwhelming 44% of our
respondents haven’t made up their minds as to
whether to renew their contracts. There has been a
significant decrease in memberships. Companies are
trying to find the most optimal and cost-effective solution
in these challenging time for the business.
Using a business address while at homeoffice
As tenants were moving out of their offices, there has been an
increasing demand for virtual offices. To maintain a professional image,
companies require a business address as well as phone and mail handling.
A very popular option these days is renting a virtual office with the possibility
to use a meeting room when required.
Benefiting from the services provided by flex-spaces
Serviced offices offer unparalleled benefits when it comes to an array of
services provided. Therefore, many companies and individual entrepreneurs
still continue using them. Operators are adjusting by offering shorter
contract options, lowering or eliminating security deposits and utility
expenses. By being able to provide all conditions for social
distancing, serviced offices are quite likely to thrive in the
foreseeable future.
5CLIENT SURVEY
1 : Have you ever used a serviced office? / Have you used a serviced office since the start of the COVID-19 pandemic?
2020 brought about massive changes in the way people work. Due to the safety
regulations, people had to move to home office leaving workspaces standing
empty. According to our survey results, only 16% of respondents used their serviced
office since the quarantine was introduced.
As businesses were reopening, serviced office operators were doing their best to
adjust to the new norms. Thus, it is quite likely that workspaces should be able to
revive and regain their popularity. After all, serviced offices can provide an array of
services that make working much more pleasurable.
37%
63%
Yes No
16%
84%
Yes No
2019
2020
6
54,2%
18,6%
9,4%
4,3%
10,3%
0,9% 2,3%
23,5%
6,1%10,3%
22,7%
32,4%
0,2%4,8%
0,0%
10,0%
20,0%
30,0%
40,0%
50,0%
60,0%
Closed Office Desk in anopen space
Office on adaily basis
MeetingRoom
Virtual Office MembershipCard
Other
2019 2020
2 : What sort of contract do you have?
2019 / 2020
Unlike the previous years, in 2020, the most popular services among our clients
were virtual office and meeting room. On a number of times, people like to use
the virtual office with a possibility of booking a meeting room when necessary.
The amount of respondents renting closed offices decreased by a whole
30.7%-points, those, renting desks in an open space – by 12.5%-points.
Jakob Dalhoff, CEO of MatchOffice, says:
A virtual office gives your business a prominent address, you can use a
meeting room when you need a brainstorming session and have your calls
and mail handled. All of this allows you to look professional at an affordable
price point.
7
2 : What sort of contract do you have?
42,0%
30,8%
13,7%
5,9% 3,8% 3,8%
45,6%
31,8%
14,3%
5,1%2,4% 0,8%
0,0%
10,0%
20,0%
30,0%
40,0%
50,0%
60,0%
1 person 2 people 3-4 people 5-6 people 7-9 people 10+ people
2019 2020
2019 / 2020
With the requirement for social distancing, we can see that in most cases only
up to 3 people are using a serviced office at the same time. Just like last year,
the majority is constituted by individual entrepreneurs. The amount of clients,
renting a serviced office in groups of 3-4 people is 14.3% this year. Naturally,
those renting a serviced office in groups of 10 people and more significantly
diminished and constitute only 0.8%.
How many people from your firm are using your serviced office? / How many people from your firm were using services office since the start of quantine?
3 :
8CLIENT SURVEY
This year businesses found themselves in a difficult and uncertain situation.
Under these circumstances, a lot of them had to cancel their memberships and
switch to monthly options. With companies being on the brink of survival, a lot
of workspaces were standing empty. The benefit of serviced offices is that they
offer a flexible agreement that can be adjusted depending on the needs of the
client.
44% of respondents are not sure yet whether or not to renew their membership.
35% decided to opt out, which is 21%-points more than last year. The minority of
21% are still willing to proceed with their membership.
2019
47%
14%
38%
Yes No Don't know
21%
35%
44%
Yes No Don't know
2020
4 : Do you plan to renew your contract?
9
9,3%
17,5%
9,8%
2,1%
27,1%
8,5%10,6%
15,1%
22,5% 21,1%
11,8%
3,3%
14,8%
6,5% 5,2%
14,8%
0,0%
10,0%
20,0%
30,0%
40,0%
50,0%
60,0%
0-1 month 1-3months
4-6months
7-9months
10-12months
13-24months
24+months
Don'tknow
2019 2020
5 : What length of contract did you sign?
2019 / 2020
We can see that 22.5% of respondents concluded contracts up to 1 month
of length. Another 21.1% signed contracts of 1-3 months. On the other hand,
we can spot a downfall of 12.3%-points in the number of those who signed
10-12-month contracts. With the overall vagueness brought about by this
year’s pandemic, companies are trying to secure their already difficult state. On
the upside, flexible offices allow to make modifications and select the optimal
option that suits the needs of your business.
10
66,9%
47,1%
40,2%
26,1%
25,3%
20,4%
8,0%
73,8%
48,8%
5,7%
30,1%
1,2%
0,0%
17,2%
0,0% 10,0% 20,0% 30,0% 40,0% 50,0% 60,0% 70,0% 80,0%
Meeting Room
Reception
Kitchenette
Parking
Lounge
Canteen
None of the above
2019 2020
6 : Which of your office’s facilities do you use?
2019 / 2020
With the Coronavirus outbreak, there have been certain restrictions regarding the
services allowed in a shared office space. Mostly, this concerned common areas
like business lounge and kitchen, which can be seen in the survey results – only
5.7% of our respondents used the kitchen, none of them used the canteen, and
only 1.2% used the lounge. Traditionally, meeting rooms maintain the leading
position among the services used by our respondents. 48.8% used the services
at the reception, a little over 30% used the parking, and 17.2% used none of the
listed services.
11
58,5%
48,1%
32,1%
53,2%
16,2%
66,7%
32,4%
3,8%
75,2%
15,9%
0,0% 10,0% 20,0% 30,0% 40,0% 50,0% 60,0% 70,0% 80,0%
Cleaning, maintenance
Reception service
Canteen/Cafe services
Conference facilities
Equipped for people with special needs
2019 2020
7 : Which services are the most important to you?
2019 / 2020
After the gradual reopening, we noticed a high demand for meeting and
conference rooms among our clients. Thus, it is not surprising to see, that it is the
most important service for over 75% of respondents. The second most important
service is cleaning and maintenance, which is natural because of today’s sanitary
requirements. There was a significant decrease among those who value canteen/
café services – 28.3%-points. 32.4% of respondents find the services at the
reception to be important. The number of respondents who mentionedfacilities
for people with special needs remains relatively unchanged.
12
42,5%
24,2%
22,6%
17,5%
13,9%
10,5%
10,6%
38,4%
33,2%
15,7%
7,9%
1,4%
2,2%
1,2%
0,0% 10,0% 20,0% 30,0% 40,0% 50,0%
No disadvantages
I pay for services I do not use
I do not have full decision power over the space
Too much noise
There is a lack of synergy with the othercompanies/people in the serviced office
The interior design andsorroundings are not my style
It is difficult to network
2019 2020
8 : What are the disadvantages of serviced offices?
2019 / 2020
Just like last year, most of our respondents find no disadvantages in the
serviced office they use. 33.2% this year think that they pay for services that
they don’t use. This may be especially relevant now that there are certain
restrictions regarding the latter. Over 15% feel that they do not have full
decision power over the space. The amount of those who think that there is too
much noise decreased by 9.6%-points. As now there is a requirement for social
distancing, only a little over 1% worry about synergy with other companies and
networking.
13
2 : What sort of contract do you have?
41,5%
35,4%
34,2%
25,3%
21,5%
16,0%
14,2%
8,5%
9,1%
17,2%
15,3%
12,5%
32,2%
42,1%
32,5%
26,8%
36,1%
10,2%
15,7%
5,1%
21,3%
26,2%
0,0% 5,0% 10,0% 15,0% 20,0% 25,0% 30,0% 35,0% 40,0% 45,0%
Access to other facilities
General services
I can easily downsize or expand
It is easy to relocate
Network possibilities with…
There are no costs for office equipment
No conventional office…
Low deposit
No conventional office…
It is more convenient and time efficient to get started
It is cheaper
2019 2020
2019 / 2020
What made you choose a serviced office over a traditional one?
9 :
In 2020, the majority of our respondents chose a serviced office over a
traditional one due to the flexibility allowing them to downsize or expand easily.
32.5% appreciate that it is easy to relocate. 32.2% value the general services,
and 36.1% like that there are no costs for using office equipment. Especially
relevant these days is that a serviced office is cheaper and the deposit is low –
according to 26.6% and 15.7% respectively.
14
2 : What sort of contract do you have?
84,3%
64,8%
41,2%
21,3%
14,3%
9,0%
86,2%
72,6%
32,5%
25,2%
10,1%
10,2%
0,0% 10,0% 20,0% 30,0% 40,0% 50,0% 60,0% 70,0% 80,0% 90,0% 100,0%
Location
Price
Attractive office design
Parking options
The network possibilitieswith other companies/people
Recommendation from others
2019 2020
2019 / 2020
Similar to last year’s results, the majority of respondents chose their serviced office
basing on location – 86.2%. The number of those who chose their serviced office
basing on the price rose by 7.8%-points. Putting aside the price point and safety
regulations, 32.5% also paid attention to attractive office design. Over a quarter
valued available parking options. 10.2% got the recommendations from others to
use a particular serviced office space.
10 : Why did you choose the serviced office you currently use?
15
2 : What sort of contract do you have?
26,2%29,7%
19,5%18,9%19,1%18,8%
17,9%15,5%
12,4%
8,2%5,5%
12,3%
22,1%
5,1%11,2%
7,2%2,2%
12,1%12,4%
15,2%5,3%
11,5%5,2%
6,2%15,7%
33,2%
0,0% 5,0% 10,0% 15,0% 20,0% 25,0% 30,0% 35,0%
Fitness roomCafé
Facilitated networking sessionsWeekly or monthly social events
Common area for networkingShowers
Weekly or monthly events with professionalsWider variety of foods and snacks
Mediation/power nap roomEntertainment options
LibraryPet Friendly
None of the above
2019 2020
2019 / 2020
We can clearly spot how priorities of our respondents changed this year
because of the pandemic. There was a huge decrease in the number of those
who would appreciate if their workspace had a fitness room (21,1%-points),
facilitated networking sessions (18.5%-points), regular social events
(16.7%-points), wider variety of foods and snacks (10.2%-points), and so on.
Over 15% this year pointed out, that they would like it if their workspace was
pet friendly. An overwhelming 33.2% responded that none of the listed services
would increase the value of their workspace.
11 : What would increase the value of your serviced office?
16
2 : What sort of contract do you have?
3,2%7,3%
24,5%
40,3%
24,7%
1,2%3,7%
26,5%
45,2%
23,4%
0,0%
10,0%
20,0%
30,0%
40,0%
50,0%
60,0%
To a very lowdegree
To a low degree Neutral To a high degree To a very highdegree
2019 2020
2019 / 2020
Over 45% of our respondents this year reported to be highly satisfied with
the workspace they are renting. 23.4% reported a very high degree of client
satisfaction. The number of those who maintained status quo rose by
2%-points. It is nice to see that the amount of those whose expectations were
met to a low and very low degree decreased by 3.6 and 2%-points respectively.
12 : How well does your serviced office meet your expectations?
Svanevej 22,
DK-2400 Copenhagen
+45 39 45 85 50
MatchOffice is present in more
than 100 countries and has local
sites in a number of coutries including:
Sweden, Denmark, Norway,
Finland, Germany, The Netherlands,
Spain, Switzerland, Luxembourg,
Poland, France, Belgium, United Kingdom,
Austria, Italy, India, Singapore, and Hong Kong.
Explore MatchOffice’s
other surveys
Client Survey 2019
Industry Survey 2020
Industry Survey 2019
About MatchOfficeMatchOffice is one of Europe’s leading commercial real estate
brokers, cooperating with flexible workspaces since 2004. Almost
7,000 flexible workspaces are represented on our global
website, and the number is increasing rapidly. Our strategies
of visibility, easy user-engagement and automatization
are among the cornerstones of our leadership.
We strive to stay one step ahead and deliver
the best service to our clients and partners.
Our talented international team makes
a remarkable effort to introduce new,
cool functions and make our platform
as user-friendly as possible. This
approach is valued by thousands
of businesses which choose
us for commercial space
lease, sale or purchase.
MatchOffice is a
forward-thinking
company that
looks to the
future with
confidence.