On the whole, tenants rated their property managers high on overall satisfaction. The overall satisfaction score was higher for single-tenanted properties compared to multi-tenanted properties. The top 2 most important attributes for multi-tenanted properties were ‘maintenance of common toilets’ and ‘professionalism of customer service’. Tenants across multi-tenanted properties also rated their property managers high on various attributes of property management agent customer service such as ‘contactability’, ‘competency’ and ‘responsiveness’.

Application

Our client can use the findings to further improve their services, such as maintaining clean toilets, since respondents were not very satisfied with the cleanliness of common toilets. There is also a need to improve services at some of the business parks since some were rated more poorly on some attributes as compared to the rest of the business parks. By analysing at the ratings and improving services accordingly, tenants will be more satisfied with the business park. Hence, they are more likely to continue their lease with our client for a longer period of time.