1、BOMA中国研究委员会出品2021年10月BOMA中国2021年商务楼宇租户满意度基准报告2021 BOMA CHINA OFFICETENANT SATISFACTION BENCHMARK REPORT1BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHI

2、NABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA目录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2BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMAC

3、HINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA商务楼宇租户满意度调查之结果分析3BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMA

4、CHINA BOMACHINABOMACHINABOMACHINABOMACHINA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专家把脉权威解读指导楼宇提升助力楼宇保值增值协助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4BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACH

5、INA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA来源：BOMABOMA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专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服务的满意度租户需求的放大镜查缺补漏协助业主建立自身满意度评价体系5BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMAC

6、HINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA国际通用专业问卷 更新后含12大项92题租户服务物业管理人员租户服务维修与维护人员楼宇系统设备和运营生命安全系统应急服务安全服务与人员停车服务与人员保洁服务与人

7、员保洁服务公共区域楼宇形象与外观便利设施会计/结账租赁服务来源：BOMA注：具体问卷内容将随每年全球商业地产趋势变化做出微调6BOMA中国商务楼宇租户满意度调研专业性BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA

8、 BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINAY-O-Y：Year over Year 每年同比来源：BOMAY-O-Y-4pp-2pp+7pp201875%201779%201681%201574%201467%+7pp201977%+2pp202085%+8pp202183%-2pp7BOMA中国商务楼宇租户满意度调查结果-基准分数（2014-2021）BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA

9、BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA74%79%83%73%83%84%86%85%85%89%93%楼宇系统设备和运营保洁服务与人员停车服务与人员不动产服务会计/结账安全服务与人员租户服务维修与维护人员楼宇形象与外观生命安全系统应急服务不动产服务租赁服务租户服务物业管理人员保洁服务公共区域BOMA

10、 2016BOMA 2017BOMA 2018BOMA 2019BOMA 2020BOMA 2021来源：BOMA8BOMA中国商务楼宇租户满意度调查十一大项分析汇总（2016-2021）BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHIN

11、A BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA1）来源：BOMA。2）注释：“便利设施的满意度指标”在2020年9月份通过定性分析相关问题来体现满意度前三名满意度后三名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)不动产服务（租赁）86%86%61%74%2019年便利设施）楼宇系统（设备和运营)42%70%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)不动产服务（租赁）/生命安全系统应急服务94%90%61%81%2020年便利设施楼宇系统（设备和运营)59%77%保洁服务（公共区域）租户服务（物业

12、管理人员)便利设施2021年93%33%60%89%不动产服务（会计/结账）楼宇系统（设备和运营)73%74%楼宇形象与外观86%保洁服务与人员79%94%86%9BOMA中国商务楼宇租户满意度调查结果-满意度前后三名分析BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA

13、BOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA7年期均值最高的三项保洁服务（公共区域）租赁服务（物业管理人员）不动产服务（租赁）7年期均值最低的三项2021年加权增速最快的三项便利设施楼宇系统（设备与运营）保洁服务与人员楼宇系统（设备与运营）停车服务与人员安全服务与人员7%88%85%84%47%68%76%9%7%注：加权均值为2014-2021年均值来源：BOMA10BOMA中国商务楼宇租户满意度调查结果-均值分析(2014-2021)BOMACHINA BOMACHINA BOMACH

14、INA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA来源：BOMA 不动产服务 会计/结账满意度下降13pp 租户服务 物业管理人员满意度下降5pp生命安全系统 应急服务满意度

15、下降5pp满意度下降5pp 不动产服务 租赁服务112021年BOMA中国商务楼宇租户满意度结果-同比2020年表现略有下滑BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINAB

16、OMACHINABOMACHINABOMACHINA 办公室灯具更换 楼层洗手间清洁 办公室温度 手机信号员工餐厅来源：BOMA 服务人员反应时间 网络速度 办公室空气质量122021年BOMA中国商务楼宇租户满意度结果-“不满意率”关键词BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINA

17、BOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA2021年BOMA中国商务楼宇租户满意度结果-租户对便利设施需求调研楼内或附近1公里内缺失以下哪些便利设施33%20%20%19%18%17%16%15%15%13%13%13%12%12%12%12%9%9%0%5%10%15%20%25%30%35%大堂休息区/座位区快餐接收柜ATM机便利店其他快印店有害垃圾回收处（电池、硒鼓等）洗车处餐厅托幼所/母婴室公共无线网络快递存储柜公共会议室或活动空间健身房电动汽车充电桩美容美发场

18、所咖啡店洗衣房来源：BOMA13BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA电子邮件楼宇专用门户网站张贴公告楼宇专用

19、微信服务号楼宇专用APP客服电话47%18%60%楼宇微信沟通群短信11%4%44%44%19%来源：BOMA142021年BOMA中国商务楼宇租户满意度结果-租户希望楼宇管理者用哪种沟通模式进行服务？（例如维修申报、会议室预定、订餐外卖预定、洗车预约、活动邀请、服务新增等）BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA

20、BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA29%39%42%44%47%49%53%55%62%0%10%20%30%40%50%60%70%楼宇的能源管理动态公共会议室或活动空间的预定访客登记流程停车费用及缴费方法楼内设施位置或使用方法周边楼宇或社区内服务设施商户优惠促销活动新的餐饮选择楼内或周边便利设施的更新来源：BOMA152021年BOMA中国商务楼宇租户满意度结果-租户希望了解或被告知的信息BOMACHINA BOMACHI

21、NA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA物业亲切友好大堂清洁水平公共区域清洁水平满意度最低满意度波动最大满意度增速最快满意度降速最快96%96%9

22、6%商业配套员工餐厅冬季办公室温度夏季办公室温度保洁人员亲切友好保洁服务及时回应公共区域清洁水平员工餐厅员工餐厅清洁水平办公室灯具更换网络速度32%63%64%6%4%2%-20%11%10%10%注：此增/降速为加权增/降速；满意度波动参照值为标准差满意度最高来源：BOMA10%162021年BOMA中国商务楼宇租户满意度结果-满意度调查之最BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMA

23、CHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA20162016年年物业管理人员2020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）态度专业性效率91%84%81%86%78%78%81%75%76%77%73%-84%-80%84%78%79%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2019年态度专业性效率9

24、6%93%90%91%85%85%89%86%87%85%-84%-81%89%87%86%来源：BOMA2021年态度专业性效率96%86%97%89%80%86%85%82%85%83%-89%-84%88%83%88%172021年BOMA中国商务楼宇租户满意度结果-服务人员结果分析BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOM

25、ACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA注：满意度波动参照值为2014-2021 标准差满意度连满意度连续三年上续三年上大堂清洁水平维修人员态度电梯清洁水平停车处维护安保人员及时接听安全电话外侧入口以及广场清洁水平大堂公共区域维护维修物业管理人员态度紧急通告易懂度培训分发资料充足有效来源：BOMA182021年BOMA中国商务楼宇租户满意度结果-表现最稳定前十项(2014-2021)BOMACHINA BOMACHIN

26、A BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA注：满意度波动参照值为2014-2021 标准差来源：BOMA办公室温度适宜员工餐厅门禁系统办公室空气质量商

27、业配套清洁水平楼层洗手间清洁水平安保人员专业度电梯质量车位提供公共洗手间清洁水平192021年BOMA中国商务楼宇租户满意度结果-波动最大前十项(2014-2021)BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA

28、 BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA20您企业本身是否重视环境管理？您企业本身是否关注能源效率的节省措施？非常重视比较重视不太重视70%29%1%72%27%1%2021年BOMA中国商务楼宇租户满意度结果-租户对能源治理/环境治理关注度BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA

29、BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA2021年BOMA中国商务楼宇租户满意度结果-租户是否了解或参与了大厦的保洁标准制定或环境治理计划？是32%否68%21BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMAC

30、HINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA是90%否10%222021年BOMA中国商务楼宇租户满意度结果-大厦是否是企业租户招聘人才的有利条件之一？（包括但不限于大厦品牌形象，地理位置、行业特性等）BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA

31、 BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA便利设施,12%楼宇外观,6%楼宇管理,21%租户服务,15%绿化管理,1%建筑健康与安全,45%2020 满意度重要性排序2021 满意度重要性排序便利设施,11%楼宇外观,6%楼宇管理,24%租户服务,15%绿化管理,0%建筑健康与安全,

32、44%来源：BOMA232021年BOMA中国商务楼宇租户满意度结果-指标重要性分析BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOM

33、ACHINA45%18%16%8%4%3%3%2%1%0%0%0%5%10%15%20%25%30%35%40%45%50%区位公司决策 楼宇品质 租金水平 公共交通 空间需求 商务氛围 物业管理 楼宇维护停车其他来源：BOMA242021年BOMA中国商务楼宇租户满意度结果-企业对选址考量因素重要性排序BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMAC

34、HINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA商务楼宇提升运营能力的关键 员工培训及员工发展管理系统培训系统管理工具专业供应商提升服务质量及服务效率的四大重要因素来源：BOMA25BOMA中国商务楼宇租户满意度提升关键BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA B

35、OMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA未来办公需求展望26BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINA

36、BOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA14%16%16%86%84%84%202120202019有扩租计划无扩租计划来源：BOMA272021年BOMA中国商务楼宇租户满意度结果-租户扩租计划BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMAC

37、HINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA36%38%36%62%60%62%2%2%2%需求增加需求不变需求减少202120202019来源：BOMA282021年BOMA中国商务楼宇租户满意度结果-租户对办公面积的未来需求展望BOMACHINA BOMACHINA BOM

38、ACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA61%51%55%37%47%44%2%2%1%需求增加需求不变需求减少202120202019来源：BOMA2920

39、21年BOMA中国商务楼宇租户满意度结果-员工数量预计增长情况BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA附录30B

40、OMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA86%94%89%V.S 2020V.S 2019V.S 20192021

41、202020195pp8pp3pp来源：BOMA31（1）租户服务 物业管理人员BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMAC

42、HINA81%87%84%V.S 2020V.S 2019V.S 20193pp6pp3pp202120202019来源：BOMA32（2）租户服务 维修与维护人员BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA

43、BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA70%77%74%V.S 2020V.S 2019V.S 20194pp7pp2021202020193pp来源：BOMA33（3）楼宇系统 设备和运营BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHI

44、NABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA82%90%85%V.S 2020V.S 2019V.S 20198pp3pp2021202020195pp来源：BOMA34（4）生命安全系统 应急服务BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMAC

45、HINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA78%87%83%V.S 2020V.S 2019V.S 20195pp4pp9pp202120202019来源：BOMA35（5）安全服务和人员BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMA

46、CHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA74%81%79%V.S 2020V.S 2019V.S 20195pp2pp2021202020197pp来源：BOMA36（6）保洁服务和人员BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACH

47、INABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA86%94%93%V.S 2020V.S 2019V.S 20197pp8pp2021202020191pp来源：BOMA37（7）保洁服务 公共区域BOMACHINA BOMACHINA BOMA

48、CHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA77%86%83%V.S 2020V.S 2019V.S 20196pp2021202020193pp来源：BOMA38

49、（8）停车服务和人员9ppBOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA81%89%86%V.S 2020V.S 20

50、19V.S 20195pp8pp2021202020193pp来源：BOMA39（9）楼宇形象与外观BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMA

51、CHINABOMACHINA79%86%73%V.S 2020V.S 2019V.S 20197pp2021202020197pp来源：BOMA40（10）不动产服务 会计/结账6ppBOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA

52、BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA86%90%85%V.S 2020V.S 2019V.S 20194pp2021202020195pp1pp来源：BOMA41（11）不动产服务 租赁服务BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMAC

53、HINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMAC

54、HINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABO

55、MACHINABOMACHINABOMACHINA关于BOMABOMA 国际建筑业主与管理者协会，是拥有110多年历史的国际联合组织，成立于1907年，总部位于华盛顿，在17个国家、230多个城市拥有分会，是全球公认的商业地产行业运营管理领域中具有领导作用的代表机构。BOMA会员包括基金、银行、保险、信托、开发商等持有资产的业主方、资管公司、物管公司、以及商业地产相关上下游机构，其会员拥有与管理超过全球16亿平方米的商业物业，覆盖全球80%的地区和城市。BOMA在建立全球商业地产运营管理国际标准和教育培训上做出了重大贡献和成就，得到北美17500家业主会员的支持，其中包括众多北美知名业主，他们

56、多次获得BOMA国际TOBY大奖，此大奖旨在对国际上运营管理突出的商业地产建筑和团队给予最高荣誉和表彰，这是行业的最高国际认可。BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHIN

57、ABOMACHINABOMACHINABOMACHINA北京.上海www.bomachina.orgTel（86-10）65663220BOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINABOMACHINA BOMACHINA BOMACHINA BOMACHINABOMACHINABOMACHINABOMACHINA