2019 Tenant Satisfaction Survey

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APPROACH (INDUSTRIAL TENANTS ONLY)

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The overall aim of the tenant survey was to gauge the sentiment

of Brisbane Markets tenants to:

determine overall tenant satisfaction and tenant experience

with BML;

obtain the views of tenants on various aspects of BML’s

organisational performance;

identify areas where BML can improve its performance in

meeting tenant expectations; and

Identify potential new service offerings.

PURPOSE

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47% of industrial

tenants completed the

survey;

The survey was

conducted

electronically; and

The survey took place in

October/November

2019.

47%

34%

6%

13%

Primary Wholesalers Secondary Wholesalers

Transporters and Unloaders Other

PERFORMANCE AS A LANDLORD

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83% of respondents rated BML’s performance as a landlord as

good to excellent.

0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00% 45.00% 50.00%

Excellent

Very good

Good

Fair

Poor

Don’t Know

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KEY INSIGHTS

CLEANLINESS, SAFETY AND ACCESS CONTROL

CLEANLINESS

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89% of respondents rated the cleanliness of the Central Trading Area (CTA) as being good to

excellent.

64% of respondents rated the cleanliness of the Northern Warehouse precinct as being good

to excellent.

59% of respondents rated the cleanliness of the South Gate East Warehouse precinct as being

good to excellent.

These are good results for the CTA, with room for improvement in other areas on site.

PEST MANAGEMENT

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71% of respondents rated pest management of the Central Trading Area (CTA) as being good

to excellent.

57% of respondents rated pest management of the Northern Warehouse precinct as being

good to excellent.

55% of respondents rated pest management of the South Gate East Warehouse precinct as

being good to excellent.

Pretty good result for the CTA, with room for improvement in other areas. A pest

management program to be introduced in 2020.

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OVERALL

The majority of tenants were mostly satisfied with the cleanliness of the site and BML’s

management of pest and vermin.

Overall, 85% of respondents rated BML’s performance in removing common area waste and

maintaining cleanliness as good to excellent.

SITE SAFETY AND ACCESS

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0.00%

20.00%

40.00%

60.00%

80.00%

100.00%

Yes No

95% of respondents support the

implementation of random drug

and alcohol testing on site in 2020.

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OVERALL

81% of respondents rated BML’s performance in managing work health and safety across the

site as good to excellent.

84% of respondents rated BML’s performance in providing a secure site and managing access

control as good to excellent.

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KEY INSIGHTS

PROPERTY, MAINTENANCE AND FINANCE

MAINTENANCE

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78% of respondents rated BML’s performance in performing and coordinating alterations and

additions as good to excellent.

75% of respondents rated BML’s performance in responding to maintenance and repair

requests for their tenancy as good to excellent.

76% of respondents rated BML’s performance in responding to maintenance and repair

requests for the whole of site as good to excellent.

These are good results, but did show a small decline on last year’s numbers.

PROPERTY AND FINANCE

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83% of respondents rated BML’s performance in managing their monthly account and

payment arrangements as good to excellent.

85% of respondents rated BML’s performance in managing their lease and sublease

transactions as good to excellent.

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KEY INSIGHTS

COMMUNICATOINS AND EVENTS

PREFERRED COMMUNICATION METHOD

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0

1

2

3

4

5

6

Email SMS text message BML App Telephone Face to face LED notice board

84% of respondents rated BML’s communication with

tenants as good to excellent with 5 out of 6 people

preferring to receive communications via email.

PREFERRED COMMUNICATION TYPE

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0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

Market bulletins Fresh News (via email) BML Annual Report LED notice boards Tenant Handbook I don't read any of theabove

GENERAL FEEDBACK

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SUGGESTIONS

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A number of suggestions were made in relation to the provision

of other services by BML:

• QA test of water supply;

• More recycling facilities/options;

• Internal pest control services; and

• More waste bins (CTA).

Other comments

• Increase cleaning of mezzanine walkways; and

• More TLC for Building A.

GENERAL FEEDBACK

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General feedback was provided particularly with respect to the ongoing management of

waste, potential for further recycling and pest and vermin control.

Feedback was also provided with respect to access control and the enforcement of site rules.

Over 82% of respondents consider that overall BML is providing the services and facilities

required by tenants in order to operate their businesses at the Brisbane Markets.

www.brisbanemarkets.com.au

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