Assuming we get a 30% response rate, it is my understanding that anything that met the dissatisfied (3 or less on a 7-point scale) criteria, must be corrected. How do we measure this? Do we need to have a second survey post-corrections? Is merely creating a Corrective Action plan that addresses the issues enough?
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Levi Jimenez
Founder & Senior ConsultantViable LLC
12 thumbs up
August 30, 2018 - 5:59 pm
Michelle,
My experience tells me that a corrective action plan and any evidence that you can provide to demonstrate that something has been done to mitigate the issue is sufficient. We had a building where noise was an issue. The tenant had just moved in from a private office configuration to an open office configuration and EVERYONE was unhappy. They ordered partitions, put up signage to bring attention to sensitive workers and moved people around so that the call center wasn't next to analytics and that was sufficient to justify the action taken. All we provided was a narrative explaining how the manaemt group intended on addressing the issues raised.
In another scenario, and in most cases, thermal comfort was an issue. The issue was communicative, where the tenant would say "can you turn up the AC", by which they meant "make it warmer". On the building operations side, we hear "Can you turn up the AC" and that means "make it colder" - which the engineer was doing, making tenants more uncomfortable. Our response was as simple as explaining the issue and what was done to mitigate it. Not much can be done to "prove" it was fixed other than another survey - which is not always practical and rarely objective.
I hope this helps!