Form questions
Commercial tenant survey questions for a building manager
Ask 10 to 14 once a year, of the person who manages the tenancy. Never skip the building services grid, how quickly requests are dealt with, and renewal intentions. The grid shows what to fix, response time drives most complaints, and renewal intent is what owners plan around.
Commercial tenant survey questions ask office or retail tenants how the building's services perform, how responsive management is, which amenities they use and whether they plan to renew. These twenty questions centre on a building services grid and end with lease intentions, which is the number owners watch most closely.
The questions
Your tenancy
Which floor or suite do you occupy?DropdownRequired
Your roleSingle choice
Office manager, business owner, facilities, other.
How many people work in your tenancy?Single choice
How long have you been a tenant?Single choice
Building services
How satisfied are you with each of these?Rating gridRequired
Rows: cleaning of common areas, air conditioning, lifts, security and access cards, car park, end of trip facilities, bins and recycling, lighting. Columns very dissatisfied to very satisfied, plus not used.
How safe do you feel in the building after hours?Single choice
Which amenities do you use?Multiple choice
Meeting rooms, end of trip, car park, cafe, rooftop.
Which amenity would you most like added?Short text
How would you rate the building's entrance and lobby?Single choice
Management
How quickly are maintenance requests dealt with?Single choiceRequired
A five point scale from very slow to very fast.
How easy is it to contact building management?Single choice
How well are you told about works, outages and changes?Single choice
How satisfied are you with the building manager overall?Single choice
Environment and cost
How important are the building's energy and sustainability features to you?Single choice
Do outgoings feel fair for the services you receive?Single choice
Looking ahead
When your lease ends, are you planning to renew?Single choiceRequired
Yes, probably, not sure, probably not, no.
If not, what is the main reason?Single choice
Space needs, cost, location, building quality, management, other.
What is one thing that would make the building better?Long text
Would you like the building manager to contact you?Single choice
Anything else?Long text
Which questions to make required
Four are required: the tenancy, the building services grid, request response time and renewal intention. The tenancy lets results be mapped to floors and contracts. The grid and response time are what management can improve, and renewal intent is the outcome owners care about. A required matrix counts once any row is answered, so analyse each service on those who rated it.
- Which floor or suite do you occupy?
- How satisfied are you with each of these?
- How quickly are maintenance requests dealt with?
- When your lease ends, are you planning to renew?
The form built from these questions
A static copy of the finished form, from its own example page.
Three ways to change this bank
For a retail centre, replace office services with foot traffic, marketing support, trading hours and loading docks. For an industrial estate, ask about access roads, security patrols and shared yards. For a coworking space, survey members rather than tenants and add questions about community events and desk availability. In every version, survey the person who deals with the building day to day, not only the lease signatory, since they see the services most.
Questions people ask
Who should answer a commercial tenant survey?
The person who manages the tenancy day to day, often an office manager or facilities lead, as well as the business owner if possible. Day to day contacts see cleaning, air conditioning and requests; owners decide on renewal. Ask the role so their answers can be read separately.
When should commercial tenants be surveyed?
Once a year, at the same time each year, and well before major lease expiries so problems can be fixed while renewal is still being considered. Avoid the end of financial year, when many tenants are busy, and send a reminder a week after the first email.
Why ask about renewal intentions?
Because they give owners an early warning of vacancies, which cost far more than fixing most building problems. Tenants who say not sure are the ones to talk to first. Compare stated intentions with actual renewals over time to see how reliable the answer is.
How should building managers act on results?
Fix the lowest rated services first, especially those many tenants use, and tell tenants what is changing and when. Response time to requests often matters more than any single service. Follow up personally with tenants who are unsure about renewing.
Should tenant surveys be anonymous?
In a large building, anonymous answers can be more candid. In a small building, tenants are easy to identify anyway, so be open that answers are linked to the tenancy and explain why. Either way, keep comments about individual staff private.
Should the survey ask about outgoings?
Asking whether outgoings feel fair for the services received is useful, because it links cost to service quality. Avoid asking about rent negotiations in the survey; that belongs in lease discussions with the leasing agent, and mixing the two makes tenants guarded.
How many questions should the survey have?
Around ten to fifteen, finished in five to ten minutes. Busy tenants will skip a long survey. Put the four required questions first and the rest after, and say at the start how long it takes, so busy office managers can plan to finish it.
Can tenants report urgent problems through the survey?
They should not. Urgent repairs and safety issues go through the building's normal request or emergency channel. Say so on the survey's first screen and thank you screen, with the number to call, and check new responses for anything that sounds urgent.
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On writing the questions themselves, read How to write survey questions. For everything the builder can do, see the form maker. Step by step: Create a conversational form with AI, then View, export and manage your responses.
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