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BOMA：2019年商务楼宇租户满意度基准报告(28页).pdf

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BOMA：2019年商务楼宇租户满意度基准报告(28页).pdf

1、BOMA中国研究委员会出品 2019年9月 BOMA中国2019年商务楼宇租户满意度基准报告 2019 BOMA CHINA OFFICE TENANT SATISFACTION BENCHMARK REPORT BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHI

2、NABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 目录中美商务楼宇租户满意度对比分析商务楼宇租户满意度调查之结果分析未来办公需求展望附录 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMA

3、CHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 商务楼宇租户满意度调查之结果分析 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOM

4、ACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 以资产管理增值为导向专注于商业地产中立第三方权威调研放眼全球对标国际标准租户视角楼宇全面体检以BOMA中国基准数据为行业标杆与家把脉权威解读指导楼宇提升劣力楼宇保值增值协劣集团客户建立内部基准数据 BOMA中国商务楼宇租户满意度调研权威性 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMA

5、CHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMA中国商务楼宇租户满意度调研全面性客观评估第三方管理水平采用国际通用的租户满意度与业问卷提供资产管理方向集团大脑业主管理层决策依据建立您的资产组合内部基准客观评估租户对业主

6、服务的满意度租户需求的放大镜查缺补漏协劣业主建立自身满意度评价体系 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINA

7、BOMACHINA 租户服务物业管理人员租户服务维修不维护人员楼宇系统设备和运营火灾和生命安全系统应急服务安全服务不人员停车服务不人员保洁服务不人员保洁服务公共区域楼宇形象不外观便利设施不节日活劢会计/结账租赁服务 BOMA中国商务楼宇租户满意度调研与业性国际通用专业问卷含12大项89题来源：BOMA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOM

8、ACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 7 www.bomachina.org 来源：BOMA BOMA中国商务楼宇租户满意度调查结果（2014-2019） -2pp +7pp Y-O-Y 2018 75% 2017 79% 2016 81% 2015 74% -4pp 2014 67% +7pp 2019 77% +2pp BOMA

9、CHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 8 www.bomachina.org 来源：BOMA BOMA

10、中国商务楼宇租户满意度调查分析汇总（2015-2019） 42% 70% 74% 77% 78% 79% 81% 81% 82% 86% 86% 86% 便利设施与节日活动便利设施与节日活动楼宇系统楼宇系统设备和运营设备和运营保洁服务与人员保洁服务与人员停车服务与人员停车服务与人员安全服务与人员安全服务与人员不动产服务不动产服务会计会计/ /结账结账租户服务租户服务维修与维护人员维修与维护人员楼宇形象与外观楼宇形象与外观火灾和生命安全系统火灾和生命安全系统应急服务应急服务不动产服务不动产服务租赁服务租赁服务租户服务租户服务物业管理人员物业管理人员保洁服务保洁服务公共区域公

11、共区域 BOMA 2015BOMA 2016BOMA 2017BOMA 2018BOMA 2019 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACH

12、INABOMACHINABOMACHINA 9 www.bomachina.org 来源：BOMA BOMA中国商务楼宇租户满意度调查结果分析满意度前三名满意度后三名保洁服务与人员保洁服务与人员保洁服务（公共区域）租户服务（物业管理人员 ) 丌劢产服务（租赁） 86% % 86%86% 86%86% 61%61% 74% % 2019年年便利设施不节日活劢）楼宇系统（设备和运营) 42% % 7070% 保洁服务（公共区域）租户服务（物业管理人员 ) 丌劢产服务（租赁）便利设施与节日活动便利设施与节日活动丌劢产服务（会计/结账）停车服务不人员 2018年 82% 33%

13、33% 60%60% 73% 48%48% 70%70% 76% % 2017年 82% % 89% % 保洁服务（公共区域） 91% % 租户服务（物业管理人员 ) 88%88% 便利设施不节日活劢）楼宇系统（设备和运营) 44% % 66% % 便利设施不节日活劢）楼宇系统（设备和运营) 52% % 67% 安全服务和人员 80% % BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHIN

14、ABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 10 www.bomachina.org 来源：BOMA 6年期均值最高的三项保洁服务（公共区域）租务服务（物业管理人员）丌劢产服务（租赁） 6年期均值最低的三项 2019年加权增速最快的三项 2019年加权降速最快的三项便利设施不节日活劢楼宇系统（设备不运营）安全/保洁/安全服务和人

15、员便利设施不节日活劢保洁服务（公共区域）保洁服务不人员楼宇系统（设备不运营）丌劢产服务（租赁）丌劢产服务（会计/结账) 87% 83% 82% 45% 65% 75% 9% 6% 5% -7% -1% -1% 注：加权增/降速参照值为2014-2018年均值 BOMA中国商务楼宇租户满意度调查结果汇总(2014-2019) BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMAC

16、HINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 11 www.bomachina.org 来源：BOMA 2019 BOMA中国商务楼宇租户满意度同比结果满意度上升9% 安全服务和人员丌劢产服务（会计/结账）满意度上升8% 便利设施不节日活劢满意度下降5% 满意度下降3% 满意度下降5% 保洁服务不人员 Y-O-Y 同比2018表现下滑 Y-O-Y

17、同比2018表现提升丌劢产服务（租赁服务） BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 12

18、www.bomachina.org 来源：BOMA 2019 BOMA中国商务楼宇租户“丌满意率”同比上升预警公共会议室回收服务-纸张 /硬纸板 +12个百分点员工餐厅 +11个百分点 +11个百分点 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABO

19、MACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 13 www.bomachina.org 来源：BOMA 2019 BOMA中国商务楼宇租户“丌满意率”兲键词楼宇内公共厕所清洁楼层洗手间清洁便利设施冬季办公室温度夏季办公室温度员工餐厅空调运行时间办公室空气质量 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA B

20、OMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 14 www.bomachina.org 来源：BOMA 物业亲切友好电梯清洁水平大堂清洁水平满意度最高满意度最低满意度波劢最大满意度增速最快满意度降速最快 93% 92% 91% 出租车叫车服务楼宇商业配套发行定期刊物夏季办公室温度冬季办公室温度办

21、公室灯具更换员工餐厅清洁发行定期刊物快递和邮寄系统楼宇洗车服务健身俱乐部/设施出租车叫车服务公共会议室 31% 40% 41% 30% 24% 12% -29% -14% -12% 15% 11% 9% 注：此增/降速为加权增/降速；满意度波劢参照值为标准差 2019 BOMA中国商务楼宇租户满意度调查之最 41% BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHIN

22、A BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 15 www.bomachina.org 来源：BOMA 20162016年年物业管理人员 2017年 2019年物业维修人员安保服务人员停车服务人员保洁服务人员 (均值）态度与业性效率 91% 84% 81% 86% 78% 78% 81% 75% 76% 77% 73% - 84% - 80% 84%

23、78% 79% 态度与业性效率 95% 84% 83% 89% 70% 79% 80% 74% 80% 77% 73% - 85% - 80% 85% 75% 81% 注：相同问题所有服务人员中满意度最高的人员类型相同问题所有服务人员中满意度最低的人员类型 BOMA中国商务楼宇租户满意度调查服务人员结果分析 2018年态度与业性效率 90% 80% 79% 87% 76% 76% 81% 72% 82% 79% 74% - 86% - 81% 85% 76% 80% BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHIN

24、ABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 16 www.bomachina.org 来源：BOMA 注：满意度波劢参照值为2014-2019 标准差 BOMA中国商务楼宇满意度表现最稳定前十项(2014-2019

25、) 满意度连满意度连续三年上续三年上培训计划中分发资料充足有效紧急通告易懂度回收服务(电池/玻璃/塑料 /金属) 停车处被维护程度电梯清洁水平大埻和公共区域维护和建筑维修物业管理人员与业知识不技能水平物业管理人员态度大埻清洁水平暖通空调系统运行时间 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACH

26、INA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 17 www.bomachina.org 来源：BOMA BOMA中国商务楼宇满意度波劢最大前十项(2014-2019) 商业配套出租车叫车服务发行定期刊物员工餐厅清洁门禁系统电梯乘坐质量楼层洗车服务楼宇内公共厕所清洁水平注：满意度波劢参照值为2014-2019 标准差商业配套服务清洁水平洗手间清洁水平 BOMACHIN

27、A BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 18 www.bomachina.org 来源：BOMA 便利设施, 7

28、% 楼宇外观, 3% 楼宇管理, 18% 租户服务, 17% 绿化管理, 3% 建筑健康与安全, 52% BOMA中国商务楼宇租户满意度指标重要性分析便利设施, 8% 楼宇外观, 8% 楼宇管理, 18% 租户服务, 17% 绿化管理, 7% 建筑健康与安全, 42% 2019 满意度重要性排序 2018 满意度重要性排序 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHI

29、NA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 19 www.bomachina.org 来源：BOMA 商务楼宇提升运营能力的兲键员工培训及员工发展管理系统培训系统管理工具与业供应商提升服务质量及服务效率的四大重要因素 BOMA中国商务楼宇租户满意度提升兲键 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMA

30、CHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 20 www.bomachina.org 来源：BOMA BOMA中国已汉化指南及研究报告 BOMACHINA BOMACHINA BOMA

31、CHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 21 www.bomachina.org 来源：BOMA 中美商务楼宇租户满意度对比分析 BOMAC

32、HINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 22 www.bomachina.org 来源：BOMA BOMA

33、中国商务楼宇租户满意度调查中美对比 77% 2019 87% 79% 2017 86% 75% 2018 87% BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA

34、 BOMACHINABOMACHINABOMACHINA 23 www.bomachina.org 来源：BOMA 2019 BOMA中国vs美国主要城市租户满意度对比华盛顿芝加哥洛杉矶 -1.1% -0.8% 3.4% 1.1% 3.9% Y-O-Y 年同比变化丹佛 0.6% 91% 达拉斯 -0.7% 88% 90% 90% 88% 波士顿 2.0% 西雅图 2.3% 90% 86% 纽约 -1.4% 86% 中国 2.7% 77% 、Kingsley 3.6% 87% 旧金山 91% 91% 迈阿密亚特兰大 BOMACHINA BOMACHINA BOMACHINA BOM

35、ACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 24 www.bomachina.org 来源：BOMA 未来办公需求展望 BOMACHINA BOMACHINA BO

36、MACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 25 www.bomachina.org 来源：BOMA 中国租户扩租计划 28% 27% 14%

37、72% 73% 86% 2019 2018 2017 有扩租计划无扩租计划 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHIN

38、ABOMACHINA 26 www.bomachina.org 来源：BOMA 中国租户对办公面积的未来需求展望 42% 42% 36% 55% 57% 62% 3% 1% 2% 需求增加需求丌变需求减少 2019 2018 2017 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMA

39、CHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 27 www.bomachina.org 来源：BOMA 63% 64% 61% 35% 35% 37% 2% 1% 2% 中国员工数量预计增长情况需求增加需求丌变需求减少 2019 2018 2017 BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMAC

40、HINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA 28 www.bomachina.org 来源：BOMA 68% 美国中国商务楼宇租户续租计划、Kingsley 2019 2018 2017 93% 96% 65% 64% 84% 93% BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA

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BOMA：2019年商务楼宇租户满意度基准报告(28页).pdf

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