How do you assess and improve the user experience and satisfaction of your occupants?

1 User experience and satisfaction

User experience (UX) and satisfaction are two related but distinct concepts in facility management. UX refers to how occupants interact with and perceive your facilities, services, and systems. Satisfaction refers to how well their expectations and needs are met by your facilities, services, and systems. Both UX and satisfaction can affect the occupants' well-being, productivity, loyalty, and feedback.

2 Assessment methods

Assessing user experience and satisfaction of occupants can be done in various ways, such as surveys and questionnaires, interviews and focus groups, or observations and audits. Surveys and questionnaires are structured tools that ask occupants to rate or comment on different aspects of your facilities, services, and systems. Interviews and focus groups are more qualitative and interactive methods for exploring the reasons behind ratings or comments, understanding preferences and motivations, and generating improvement ideas. Lastly, observations and audits involve observing or inspecting your facilities, services, and systems to evaluate usability, functionality, accessibility, safety, or any issues that may affect the user experience. All these methods can help measure the level of satisfaction, identify strengths and weaknesses, and gather suggestions for improvement.

3 Improvement strategies

Based on the results of your assessment methods, you can develop and implement improvement strategies to enhance the user experience and satisfaction of your occupants. Communication and feedback is essential for informing occupants about your facilities, services, and systems, as well as listening to their feedback and concerns. You should use various channels, such as newsletters, emails, social media, or apps, and feedback loops, such as surveys, suggestion boxes, or hotlines. Design and innovation is also important for improving the design and functionality of your facilities, services, and systems, as well as introducing new features or technologies. You can use various tools to design or redesign based on user needs and expectations. Additionally, training and development can help enhance the skills and knowledge of your staff and contractors who deliver your facilities, services, and systems. You can use various methods to train or develop your staff on best practices, standards, and policies. Finally, you should use various incentives to motivate and empower your staff to provide high-quality customer-oriented services.

4 Evaluation and monitoring

After implementing your improvement strategies, you need to evaluate and monitor their effectiveness and impact on the user experience and satisfaction of your occupants. You can use various indicators, such as metrics, ratings, or testimonials, to measure and report the outcomes and benefits of your improvement strategies. You can also use various tools, such as dashboards, analytics, or reports, to track and review the performance and progress of your improvement strategies. You can also use various methods, such as surveys, interviews, or observations, to collect and analyze the feedback and opinions of your occupants on your improvement strategies.

5 Continuous improvement

Improving the user experience and satisfaction of your occupants is not a one-time project, but a continuous process. You need to regularly assess, improve, evaluate, and monitor your facilities, services, and systems, as well as the needs and expectations of your occupants. You also need to adapt and update your improvement strategies based on the changing trends, technologies, and standards in the facility management industry. By doing so, you can ensure that you provide a user-centric and value-added service to your occupants.

6 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?