BOMA+中国2023年商用楼宇租户满意度基准报告

BOMA中国研究委员会出品2023年9月BOMA中国2023年商用楼宇租户满意度基准报告2023 BOMA CHINA OFFICETENANT SATISFACTION BENCHMARK REPORTMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINA目 录商用楼宇租户满意度调查之结果分析未来办公需求展望附录MACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINA商用楼宇租户满意度调查之结果分析MACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINABOMA商业地产租户满意度调研—助力业主中立第三方权威调研，为业主战略决策提供科学依据指导· 效率· 竞争· 成功4内部基准精准数据专家把脉资管导航采用线下一对一访问，直接及时的反馈租户最真实的声音全面、有效采集精准人群数据，打造行业数据分析报告行业专家分析数据，用精准数据解读运营管理现状发现项目层面共性和特性问题，提供系统化指导意见协助集团实现每一个项目到整体资产包的价值增值真实反馈4MACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINA✓问卷采用国际通用的租户满意度调研问卷BOMA商业地产租户满意度调研-资产管理全方位调研租户服务—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ESG55MACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINA每年同比Y-O-Y+4pp201920182017201620152020202120226BOMA中国商用楼宇租户满意度调查结果-基准分数（2015-2023）-4pp-2pp+7pp+2pp+8pp-2pp+2pp202375%79%81%74%77%83%85%85%来源：BOMA89%6MACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINA81%84%87%87%90%91%92%91%93%95%93%楼宇系统—设备和运营不动产服务—会计/结账保洁服务与人员停车服务与人员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 2017BOMA 2018BOMA 2019BOMA 2020BOMA 2021BOMA 2022BOMA 20237BOMA中国商用楼宇租户满意度调查十一大项分析汇总 （2017-2023）7来源：BOMAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINAMACHINA BOMACHINA BOMACHINA BOMACHIBOMACHINABOMACHINABOMACHINA注释：“便利设施的满意度指标”在2020年9月份以后通过定性分析相关问题来体现8BOMA中国商用楼宇租户满意度调查结果-满意度前后三名分析满意度前三名满意度后三名2021年• 保洁服务（公共区域）• 租户服务（物业管理人员 )• 不动产服务（会计/结账）• 楼宇系统（设备和运营)73%74%• 保洁服务与人员79%93%89%• 楼宇形象与外观86%• 保洁服务与人员81%2022年• 租户服务（物业管理人员 )• 不动产服务（租赁）• 楼宇系统（设备和运营)• 不动产服务（会计/结账）6175%80%91%90%• 保洁服务（公共区域）89%• 保洁服务与人员/• 停车服务与人员87%2023年• 租户服务（物业管理人员 )• 不动产服务（租赁）/• 保洁服务（公共区域）• 楼宇系统（设备和运营)• 不动产服务（会计/结