Occupant Satisfaction Survey

An annual occupant satisfaction survey collects key occupant satisfaction data, highlighting areas to prioritize for future health-promoting features and programs.

Key Terms

• Occupant Satisfaction Survey is an annual survey of all regular occupants that gathers data related to on-site experiences.

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

Strategy Insights

• The strategy requires that the survey be fielded at least annually to account for occupant fluctuations and to gauge the success of previous interventions. 
• Fitwel does not require a minimum or maximum number of questions to be included in the survey; however, it’s recommended that the survey be kept brief to ensure adequate response rates. 
• The satisfaction survey must include questions for a minimum of four of the listed categories:
  • Commuter infrastructure (e.g., travel modes to and from work)
  • Programming (e.g., quality of on-site events, workshops, and classes for social, mental health, physical fitness, health care, nutrition, etc.)
  • Building Access (e.g., quality of bicycle parking, commuter showers/lockers, lighting at building entrances, etc.) 
  • Outdoor Spaces (e.g., quality and proximity of on-site or nearby plazas, courtyards, rooftops, restorative gardens, walking trails, etc.)
  • Shared Spaces (e.g., quality of common break areas, multi-purpose rooms, etc.)
  • Workplaces (e.g., quality of environment, workstations, temperature, comfort, etc.)
• Response rates are calculated by dividing the (number of survey respondents) by (the number of regular occupants), resulting in a percentage.

Documentation Guidance 

• A Commuter Survey, a separate strategy within Fitwel, may be conducted and combined as part of an annual Occupant Satisfaction Survey. 
• Projects pursuing the Built Certification must include a summary of survey findings as part of their documentation.
  • The survey submitted as part of the documentation for this strategy should be shown as fielded within one maximum year prior to the Fitwel submission date. For example, if the project is submitted for certification within fall 2022, the survey submitted must be fielded by no earlier than fall 2021, or approximately one year prior. 

Sample Documentation