How do you use user feedback to assess facility performance?

1 Define your goals and metrics

Before you start collecting user feedback, you need to define what you want to achieve and how you will measure it. You need to have clear and specific goals for your facility performance, such as improving energy efficiency, enhancing occupant comfort, or reducing maintenance costs. You also need to have relevant and reliable metrics that can capture the impact of your facility performance on user experience, such as thermal comfort, indoor air quality, noise level, or user satisfaction. You should align your goals and metrics with your facility's mission, vision, and values, as well as with the expectations and requirements of your stakeholders.

2 Collect user feedback

Once you have defined your goals and metrics, you need to collect user feedback from various sources and methods. You can use both quantitative and qualitative methods, such as surveys, interviews, focus groups, observations, or sensors. You should select the methods that best suit your purpose, budget, and time frame. You should also ensure that you collect user feedback from a representative and diverse sample of your facility users, including different types of occupants, visitors, and staff. You should collect user feedback regularly and consistently, and follow ethical and professional standards.

3 Analyze user feedback

After you have collected user feedback, you need to analyze it to extract meaningful insights and patterns. You can use various tools and techniques, such as descriptive statistics, inferential statistics, correlation analysis, or thematic analysis. You should compare your user feedback data with your goals and metrics, and identify the gaps, strengths, and weaknesses of your facility performance. You should also look for the root causes, trends, and opportunities for improvement. You should present your analysis results in a clear and concise way, using charts, graphs, tables, or narratives.

4 Act on user feedback

Finally, you need to act on user feedback to improve your facility performance. You should use your analysis results to develop and implement improvement actions, such as redesigning, retrofitting, or optimizing your facility systems and components. You should also communicate your improvement actions to your facility users, and explain how their feedback influenced your decisions. You should monitor and evaluate the outcomes of your improvement actions, and collect user feedback again to assess their effectiveness. You should also celebrate and reward your successes, and learn from your failures.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?