tenant survey results december 2016 - brisbane markets limited › files › 2016 › 12 › ... ·...
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Tenant Survey ResultsDecember 2016
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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; and
• identify areas where BML can improve its
performance in meeting tenant expectations.
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Approach
47% of tenants (76) completed the survey.
The survey was conducted electronically.
The survey took place between 4 – 15 November 2016.
Primary Wholesalers
Secondary Wholesalers
Flowers Market Wholesalers
Commercial Centre Tenants
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How you rated BML’s
performance as your landlord
7.5%
13.4%
25.4%
37.3%
16.4%
Poor
Fair
Good
Very good
Excellent
79% of tenants rated BML’s performance as a landlord as good to excellent
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Key Insights
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Property and Site Maintenance
23% of tenants have undertaken alterations and additions in the last 18 months.
88% of tenants rated BML’s performance in managing alterations and additions as being good to excellent.
63% of tenants required maintenance and repairs to their tenancy in the last 18 months.
82% of tenants rated BML’s performance in managing maintenance and repairs as being good to excellent.
85% of tenants rated BML’s overall performance in managing maintenance around the whole site as being good to excellent.
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Site Improvements
87% of tenants rated BML’s performance in redeveloping and upgrading the site as being good to excellent.
Building G2
CTA Roof
Service Station
Building M1
Recent projects include:
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Feedback provided
While the majority of tenants were satisfied with BML’s performance
with respect to managing site maintenance, BML has taken on board
tenant feedback and will review its performance in relation to the
timely actioning of site maintenance requests and the follow up of
tenants in relation to maintenance issues. BML has also taken on
board tenant feedback with respect to site master planning and has
commenced a review of the site master plan which will be released for
tenant comment in late 2017.
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Finance and Leases
89% of tenants rated BML’s performance in managing tenant accounts and financial statements as being good to excellent.
83% of tenants rated BML’s performance in managing lease and sub lease transactions as being good to excellent.
BML has noted comments with respect to the management of lease
transactions. BML manages lease and sub lease transactions so as to
meet a range of legal requirements. BML will however, review its
management of lease and sub lease transactions with a view to
streamlining administrative processes, where possible.
Feedback provided
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Site Safety and Security
88% of tenants rated BML’s performance in disposing of common area waste and site cleanliness as being good to excellent.
88% of tenants rated BML’s performance in managing work health and safety as being good to excellent.
81% of tenants rated BML’s performance in access control and providing a secure site as being good to excellent.
88% of tenants rated BML’s performance in responding to security incidents as being good to excellent.
89% of tenants supported BML’s approach to risk management through the induction program, contractor management, compliance with insurance and WHS requirements.
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Vehicles
Removing more cars from inside the site has been proposed to improve
site safety and traffic management. 55% of tenants who operate from
within the northern industrial precinct of the Markets support this
proposed safety initiative.
Yes
No
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Cleanliness and Pest Control
0 5 10 15 20 25
The Central Trading Area
The Northern Warehouse Precinct
The Commercial Centres
The South Gate East Warehouse Precinct
Excellent Very Good Good Fair Poor
Pest Control
0 5 10 15 20 25 30 35
The Central Trading Area
The Northern Warehouse Precinct
The Commercial Centres
The South Gate East Warehouse Precinct
Excellent Very good Good Fair Poor
Cleanliness
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Feedback provided
The feedback provided indicates that while the majority of tenants
were satisfied with site cleanliness and pest control, BML has noted
that there is room for improvement in ensuring cleaning programs do
give adequate levels of site coverage.
Tenants were very supportive of BML’s performance in managing work
health and safety and the majority of tenants were strongly supportive
of BML’s overall management of site safety and security at the Markets.
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Communication and Sponsorship
88% of tenants rated BML’s communication as being good to excellent.
Tenants have indicated that their preferred method of communication is email, followed by SMS, telephone and face to face conversations.
Tenants have indicated that they are most likely to read Market Bulletins, Fresh News and Fresh Source Magazine.
57% of tenants said that BML’s contribution toward Market Price Reporting is important to very important.
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LED notice board
Face to face
Telephone
Social media
Hard copy
SMS text message
Preferred methods of communication
Communication and Sponsorship
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Events and Industry
Markets BBQ
Forklift challenge
Mango auction
Gala dinner
Horticulture code of Conduct representation
Industry conferences - Fresh Connections and AusVeg
Memoranda of Understanding with Growersrepresentative organisation
Diabetes Queensland sponsorship
Life Education Queensland sponsorship
Your Local Fruit shop - retailer program
Markets Golf day
Event Support
Sponsorship Support
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Other Feedback
Tenants provided BML with a number of comments with respect to services that
they would like to see implemented. This includes assessing the need for a
chemical waste facility and again seeking interest in an on site truck washing
facility. Additionally, general comments with regard to BML’s overall
performance were provided, with the overall themes as follows:
• Increased clarity with regard to electricity pricing and billing;
• A review of the upgrading opportunities for the Building A and Flower
Market precincts;
• A number of specific site improvement requests were identified (e.g.
common area lighting and pedestrian walkways); and
• A review of promotional opportunities for Commercial Centre tenants.
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General Conclusions
Strong support was expressed for BML’s:
• proactive approach to maintenance;
• ongoing investment in improving and developing the Brisbane Markets site;
• role in risk management through use of induction programs, contractor
management and the ongoing focus on WHS and insurance compliance;
• communication processes and the use of emails as the preferred method of
communication;
• administrative systems (finance and property) with streamlining of
administrative processes, where possible; and
• use of integrated pest and waste management programs.
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General Conclusions (cont’d)
Support was also expressed for:
• the ongoing investment in the production of the Daily Market Price Report;
and
• removal of more cars from inside the site.