Surveying Occupant Expectations: An Integrated Facility Management Guide for a Post-COVID World

For facility managers aiming to improve the occupant experience, the right insight is everything. What are occupants expecting from their facilities and how can managers know which trends will deliver on those expectations? In the always evolving field of facility management, these questions haven’t changed. But informing their answers has never been more important as our spaces recover from a global pandemic. Discover the occupant trends drawing the attention of your facilities peers in our survey results, plus how your facility can handle the services needed to implement them.

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“Companies that outsource their facilities needs see a 100 percent increase in uptime through immediate resource allocation increases.”

Meeting Occupant Needs, Now and Always

Occupant priorities should greatly overlap with that of a facility manager’s. While some of these needs will be specific to each facility, many will be universal. ABM’s survey with Building Operating Management magazine asked 135 facilities managers and executives about the key trends on their minds. While this survey was conducted just prior to COVID-19, the areas of focus are more relevant than ever.

Safety

Occupant complaints are critical to over half of survey respondents. A safe, clean, and healthy facility is a requirement to deliver on expectations.

Comfort

Only 13% of respondents ranked their ability to deliver comfortable temperatures as exceptional. An increased focus on indoor air quality (IAQ) and temperature can create a more enjoyable experience.

Efficiency

Over one-third of FM peers agree there is room for efficiency improvements in their workplace. A connected, efficient, and aesthetically pleasing space can boost productivity.

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An Integrated Facility Management Guide for a Post-COVID World

According to our survey respondents, a quality occupant experience is more important today than it was five years ago. As 2020 raised occupant questions in a brand-new way, that experience will only be a higher priority in the future. But facility changes (and the resources to make them happen) don’t appear overnight. The right planning, expectations, and partners can help achieve the long-term and the everyday facility goals of your team and your occupants. See how your interests stack up with other FM decision-makers and how you can tackle all of your facility services challenges for a better occupant experience.

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