Linking occupant complaints to building performance

Abstract

The operation of a building connects the building, its performance and its end-users. When a mismatch occurs between users' expectations and operations processes, then complaints can arise. The use of enhanced complaint handling processes is investigated to ascertain whether this can help diagnose performance problems. Two LEED Platinum-rated office buildings form the basis for a case study of the components that make up an enhanced complaint handling process. Some of the social dynamics of complaints in buildings are consequently discussed. It is found that an enhanced complaint handling approach could contribute to a form of ongoing commissioning that goes beyond primarily reactive or dismissive treatments of complaints.

Le fonctionnement d'un immeuble établit des rapports entre l'immeuble, ses performances et ses utilisateurs finaux. Lorsqu'un décalage se produit entre les attentes des utilisateurs et les processus d'exploitation, des plaintes peuvent alors s'élever. L'utilisation de processus améliorés de traitement des plaintes est étudiée afin de vérifier si cela peut aider à diagnostiquer les problèmes de performance. Deux immeubles de bureaux bénéficiant d'une certification LEED platine forment la base d'une étude de cas portant sur les composantes constitutives d'un processus amélioré de traitement des plaintes. Certains des éléments de dynamique sociale des plaintes qui se font jour dans les immeubles sont en conséquence discutés. Il est constaté qu'une approche améliorée du traitement des plaintes pourrait contribuer à une forme de commissioning continu qui va au-delà d'un traitement essentiellement réactif ou dans lequel il est fait peu de cas des plaintes.

Mots clés: fonctionnement des immeubles, consommation d'énergie, qualité environnementale intérieure, plaintes des occupants, satisfaction des occupants

Keywords:

• building operations
• energy use
• indoor environmental quality
• occupant complaints
• occupant satisfaction

Acknowledgements

The research team would like to thank the California Air Resources Board for funding portions of this work and their colleague, Chris Hammer of Sustainable Design + Behavior, for her contributions in conducting and analysing interview data.

Notes

EQuest Software (http://www.equestsoftware.com/equest-features/).

Whereas Homburg and Fürst were concerned with whether or not complaints were gathered, this study always gathered complaints via surveys and the authors were thus more concerned about later steps in the complaint handling process. Still, staff were asked about their complaint-gathering processes before the study, but their actual effectiveness could not be observed.

Both case buildings outsource a number of operations functions.

EnergyStar is a program of the US Government that defines energy efficiency standards for buildings and consumer goods. A building with a score of 75 or above qualifies for the ENERGYSTAR designation. See: http://www.energystar.gov/index.cfm?c=green_buildings.green_buildings_index.

For a demo of the survey given to facilities managers, see http://www.cbesurvey.org/cbesurvey/operations.htm/.

Not all participants responded to every question, so the number of observations for each table or chart is reported.

Although there were many themes introduced in these data streams, the scope of this paper requires that one focuses on complaints related to energy use, building system performance and IEQ. Other issues such as commuting, recycling or water use are outside the scope of this paper.

Both case study buildings are newer, which may also affect occupants' satisfaction. New things are simply more novel than old ones. At the same time, this also highlights the value of this kind of analysis. It suggests how much of what sort of attention is needed for the building in question, just the kind of information building operators need to manage operational linkages in a dynamic and holistic way.

The focus on temperature is for illustrative purposes. Other IEQ factors such as air quality and lighting could also be analysed for additional detail.