The results are in from Health Care REIT Management Services Group’s (HCN) biannual tenant satisfaction survey, and once again the company’s Florida region tops the industry. The region ranked in the top 1% in Kingsley Associates’ 2014 Medical Office Building Index, the industry’s largest and most comprehensive performance benchmarking database. This is the second consecutive survey that the Florida region has ranked above the top 5%.
The survey asked tenants to rate all aspects of the properties and the management services, including responsiveness, problem resolution, building quality and value for amount paid. In all metrics, the Florida region ranked at the top of the index.
“I couldn’t be more proud of my team for all of their hard work and dedication,” said Jaime Beale, Florida’s Regional Director, Property Management. “Their number one focus day in and day out is to make sure our tenants have everything they need to keep their practices running smoothly. It feels great to hear from our tenants that they’re pleased with what we do.”
After the previous tenant satisfaction survey, conducted in 2012, where tenants ranked HCN in the Top 5% for overall satisfaction nationwide, the company decided to distinguish its unique method of service delivery through the creation of a Service Brand. At the core of the brand are the four fundamental service qualities that tenants value most: rapid responsiveness, reliable results, can-do attitude and proactive communication.
“HCN provides a unique tenant experience, which I know our tenants recognize,” said Michael A. Noto, Senior Vice President, Management Services Group. “Survey after survey we rank substantially above the Index, particularly in Florida where we are at the very top. Our staff is dedicated to the Service Brand model. We’re not your typical landlords. We’re relationship people who understand the business of healthcare and all of the challenges facing physicians today.”
HCN’s Service Brand in Action — Florida Region’s Tenant Satisfaction Results
• Rapid Responsiveness – 96% of tenants reported property management responded to non-emergency requests within 24 hours
• Reliable Results – 95% of tenants said their maintenance issues were usually or always resolved on the first attempt
• Can-Do Attitude – 98% of tenants rated property management as “good” or “excellent”
• Proactive Communication – 87% of tenants indicated that property management regularly checked in with them to make sure all of their needs were being met
