09. Programming & Evaluation - Occupant Satisfaction Survey

Conduct an occupant satisfaction survey for all occupants

Rationale: Regularly fielding an occupant satisfaction survey and ensuring a sufficient response rate provides insight into occupant perceptions of site design and operations, which highlights opportunities to improve features and programs to support mental, physical, and social health. 

For the most accurate strategy and documentation requirements, please refer to the digital scorecard made available on the Fitwel Platform.

Requirements

Demonstrate compliance with one of the options below:

Option 1 - Occupant Satisfaction Survey (Full Credit):

To achieve full credit, demonstrate compliance with all of the following requirements:

Multi-Tenant Retail

1. The occupant satisfaction survey is fielded annually.
2. The occupant satisfaction survey includes a summary of a minimum of four of the following categories:

• commuter infrastructure
• programming
• building access
• outdoor spaces
• shared spaces
• workplaces
• food access.

3. Meets the response rate below based on the number of total building occupants:

• for buildings with 1 - 1,000 occupants, a 30% response rate
• for buildings with 1,001 - 2,000 occupants, a 25% response rate
• for buildings with 2,001- 3,500 occupants, a 20% response rate
• for buildings with 3,501 - 5,000 occupants, a 15% response rate
• for buildings with 5,001 - 10,000 occupants, a 10% response rate
• for buildings with over 10,000 occupants, the required response rate decreases by 1% for every additional 1,000 occupants to a minimum of 5%.

Retail

1. The occupant satisfaction survey is fielded annually.
2. The occupant satisfaction survey includes a summary of a minimum of four of the following categories:

• commuter infrastructure
• programming
• building access
• outdoor spaces
• shared spaces
• workplaces
• food access.

3. Meets the response rate below based on the number of full- and part-time employees and staff within tenant spaces:

• for 1 - 1,000 full- and part-time employees and staff, a 30% response rate
• for 1,001 - 2,000 full- and part-time employees and staff, a 25% response rate
• for 2,001- 3500 full- and part-time employees and staff, a 20% response rate
• for 3,501 - 5,000 full- and part-time employees and staff, a 15% response rate
• for 5,001 - 10,000 full- and part-time employees and staff, a 10% response rate
• for over 10,000 full- and part-time employees and staff, the required response rate decreases by 1% for every additional 1,000 occupants to a minimum of 5%.

Option 2 - Occupant Satisfaction Survey for Building Management Only (Partial Credit):

The project may achieve partial credit by conducting an occupant survey that meets all of the below:

Multi-Tenant Retail Only

1. The occupant satisfaction survey is fielded annually.
2. The occupant satisfaction survey includes a summary of a minimum of four of the following categories:

• commuter infrastructure
• programming
• building access
• outdoor spaces
• shared spaces
• workplaces
• food access.

3. Meets the response rate below based on the number of on-site full- and part-time employees and staff within building owner/management spaces only:

• for buildings with 1 - 1,000 on-site full- and part-time building management employees and staff, a 30% response rate
• for buildings with 1,001 - 2,000 on-site full- and part-time building management employees and staff, a 25% response rate
• for buildings with 2,001- 3,500 on-site full- and part-time building management employees and staff, a 20% response rate
• for buildings with 3,501 - 5,000 on-site full- and part-time building management employees and staff, a 15% response rate
• for buildings with 5,001 - 10,000 on-site full- and part-time building management employees and staff, a 10% response rate
• for buildings with over 10,000 on-site full- and part-time building management employees and staff, the required response rate decreases by 1% for every additional 1,000 occupants to a minimum of 5%.

Compliance Documentation

Design Pathway

Option 1 - Occupant Satisfaction Survey (Full Credit):

Multi-Tenant Retail

1. Check box to certify that the occupant satisfaction survey will be fielded annually.
2. Check boxes to certify that the occupant satisfaction survey will include a detailed summary detailing a minimum of four of the following (minimum four):
   • Commuter infrastructure
   • Programming
   • Building access
   • Outdoor spaces
   • Shared spaces
   • Workplaces
   • Food access.
3. Upload a copy of the occupant satisfaction survey that will be fielded.
4. Check box to certify that the occupant satisfaction survey will meet the required response rate based on the number of occupants within the building.
5. Check box to certify that interventions related to the occupant satisfaction survey results will be implemented annually.

Retail

1. Check box to certify that the occupant satisfaction survey will be fielded annually.
2. Check boxes to certify that the occupant satisfaction survey will include a detailed summary detailing a minimum of four of the following (minimum four):
   • Commuter infrastructure
   • Programming
   • Building access
   • Outdoor spaces
   • Shared spaces
   • Workplaces
   • Food access.
3. Check box to certify that the occupant satisfaction survey will meet the required response rate based on the number of full- and part-time employees and staff within tenant spaces.
4. Check box to certify that interventions related to the occupant satisfaction survey results will be implemented annually.

Option 2 - Occupant Satisfaction Survey for Building Management Only (Partial Credit):

Multi-Tenant Retail Only

1. Check box to certify that the occupant satisfaction survey will be fielded annually.
2. Check boxes to certify that the occupant satisfaction survey will include a detailed summary detailing a minimum of four of the following (minimum four):
   • Commuter infrastructure
   • Programming
   • Building access
   • Outdoor spaces
   • Shared spaces
   • Workplaces
   • Food access.
3. Upload a copy of the occupant satisfaction survey that will be fielded.
4. Check box to certify that the occupant satisfaction survey will meet the required response rate based on the number of full- and part-time employees and staff within building owner/management spaces.
5. Check box to certify that interventions related to the occupant satisfaction survey results will be implemented annually.

Built Pathway

Option 1 - Occupant Satisfaction Survey (Full Credit):

Multi-Tenant Retail

1. Check box to certify that the occupant satisfaction survey is fielded annually.
2. Check boxes to certify that the occupant satisfaction survey includes a detailed summary detailing a minimum of four of the following (minimum four):
   • Commuter infrastructure
   • Programming
   • Building access
   • Outdoor spaces
   • Shared spaces
   • Workplaces
   • Food access.
3. Upload a copy of the fielded occupant satisfaction survey detailing the results for the selected categories.
4. Input the number of building occupants:
5. Input the number of survey responses that were received:
6. Check box to certify that interventions related to the occupant satisfaction survey results are implemented annually.
7. Upload a description of the most recent intervention implemented based on the occupant satisfaction survey results.

Retail

1. Check box to certify that the occupant satisfaction survey is fielded annually.
2. Check boxes to certify that the occupant satisfaction survey includes a detailed summary detailing a minimum of four of the following (minimum four):
   • Commuter infrastructure
   • Programming
   • Building access
   • Outdoor spaces
   • Shared spaces
   • Workplaces
   • Food access.
3. Upload a copy of the fielded occupant satisfaction survey detailing the results for the selected categories.
4. Input the number of full- and part-time employees and staff within tenant spaces:
5. Input the number of survey responses that were received:
6. Check box to certify that interventions related to the occupant satisfaction survey results are implemented annually.
7. Upload a description of the most recent intervention implemented based on the occupant satisfaction survey results.

Option 2 - Occupant Satisfaction Survey for Building Management Only (Partial Credit):

Multi-Tenant Retail Only

1. Check box to certify that the occupant satisfaction survey is fielded annually.
2. Check boxes to certify that the occupant satisfaction survey includes a detailed summary detailing a minimum of four of the following (minimum four):
   • Commuter infrastructure
   • Programming
   • Building access
   • Outdoor spaces
   • Shared spaces
   • Workplaces
   • Food access.
3. Upload a copy of the fielded occupant satisfaction survey detailing the results for the selected categories.
4. Input the number of full- and part-time employees and staff within building owner/management spaces:
5. Input the number of survey responses that were received:
6. Check box to certify that interventions related to the occupant satisfaction survey results are implemented annually.
7. Upload a description of the most recent intervention implemented based on the occupant satisfaction survey results.