Tenant Survey Results
Little improvement from 2018 to 2019
The Tenant Association surveyed residents and asked them to rate their satisfaction on five topics in 2018 and 2019. Let’s compare results for each year to see if any improvement was made.
Thank you to everyone who has taken the survey in 2018 and 2019! Download a PDF of the results.
Key findings:
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Where an effort was made the ratings show it. The largest increase in rating was for Gym Equipment Condition. The purchase of new gym equipment made a difference.
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Where an effort was not made the ratings show it. The largest decrease in rating was for Presence of Zip/Rental Cars/Utility Vehicles (Congestion) in Traffic Circle. The congestion has continued over the past year.
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Overall, there are few significant changes in ratings. This is disappointing because the 2018 baseline ratings did not show a high level of satisfaction.
What and why we survey:
The Tenant Association survey asks about
(1) Building maintenance, (2) Repairs, (3) Amenities, (4) Security, and (5) Enjoyment of building.
The 2018 survey established baseline results. We shared those results with CAPREIT. Naturally, the hope is that results will improve – that CAPREIT will do a better job year over year.
We met with CAPREIT in September 2019 and shared the results of the latest survey. Now we are happy to share them with the Tenant Association members.
Interpreting the results:
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Questions are asked on a zero to five scale. Zero is Not Satisfied. Five is Completely Satisfied.
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On a five-point scale, a change of +/- 0.1 isn’t very significant. Changes of +/- 0.5 or greater are more meaningful. A change of 0.5 works out to a 10 percent change.
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Respondents could skip questions that did not apply to them.
A look at what you told us
1) Building maintenance:
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There wasn’t much of an overall change for this topic.
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There was one highly notable improvement on Elevators (+0.8). But this was offset by a decrease in the Parking Facilities rating (-0.6).
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One factor affecting the Parking Facilities 2019 rating (and noted in tenant comments) was the poor job done on the parking garage cleaning in summer 2018.
Questions | 2018 Count | 2019 Count | 2018 Average | 2019 Average | Change In Average |
|---|---|---|---|---|---|
Lobby and Corridors | 61 | 34 | 3.6 | 3.9 | 0.3 |
Laundry Room | 60 | 32 | 3.1 | 3.2 | 0.1 |
Parking Facilities | 52 | 31 | 3.1 | 2.5 | -0.6 |
Elevators | 61 | 34 | 2.4 | 3.2 | 0.8 |
Garbage Area | 60 | 33 | 2.4 | 2.6 | 0.2 |
Topic Averages | NA | NA | 2.9 | 3.1 | 0.2 |
2) Repairs:
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This area did not improve in any significant way.
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Many comments referred to the poor quality of work and the messy condition of the repair/work area after the work was done.
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Poor scheduling, lost work orders, and long timelines were also cited in the comments.
Questions | 2018 Count | 2019 Count | 2018 Average | 2019 Average | Change In Average |
|---|---|---|---|---|---|
Quality of Work/Repairs | 55 | 32 | 2.6 | 2.7 | 0.1 |
Condition of Suite Upon Completion | 55 | 32 | 3 | 2.8 | -0.2 |
Courtesy of Personnel | 55 | 31 | 3.4 | 3.5 | 0.1 |
Timeliness of Repair | 55 | 32 | 2.6 | 2.7 | 0.1 |
Topic Averages | NA | NA | 2.9 | 2.9 | 0 |
3) Amenities
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This area saw some improvement, but there is still plenty of room to do better.
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This topic had the question with the largest improvement of all. This was for Gym Equipment Condition (0.9 higher in 2019). This makes sense because new equipment was purchased in summer 2018, after the 2018 survey.
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The demand for earlier Gym/Pool Hours and the displeasure over cold Pool Temperatures were noted in the comments. Both these questions received low ratings.
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Interestingly, the Laundry Price rating improved although prices have remained the same. Perhaps the sticker shock at the cost of a wash and dry has abated.
Questions | 2018 Count | 2019 Count | 2018 Average | 2019 Average | Change In Average |
|---|---|---|---|---|---|
Laundry Prices | 59 | 32 | 2.3 | 2.8 | 0.5 |
Gym Equipment Condition | 51 | 24 | 2.6 | 3.5 | 0.9 |
Type of Gym Equipment | 51 | 24 | 2.6 | 3 | 0.4 |
Gym/Pool Hours | 51 | 29 | 1.9 | 2.1 | 0.2 |
Gym/Pool Cleanliness | 53 | 27 | 3.4 | 3.3 | -0.1 |
Pool Temperature | 49 | 25 | 1.9 | 1.8 | -0.1 |
Topic Averages | NA | NA | 2.5 | 2.8 | 0.3 |
4) Security
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Overall there weren’t many significant changes in this category, but the specific question about Hours Security Personnel are in Building rated 0.5 less this year. A related question on Criminal Activities in Building rated 0.3 less this year.
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The comments requested increased hours for security personnel, up to full-time security.
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Specific security issues cited included package theft from the hallways.
Questions | 2018 Count | 2019 Count | 2018 Average | 2019 Average | Change In Average |
|---|---|---|---|---|---|
Building Security (Overall) | 58 | 32 | 2.8 | 2.7 | -0.1 |
Hours Security Personnel are in Building | 58 | 33 | 3.4 | 2.9 | -0.5 |
Presence of Trespassers | 58 | 32 | 2.2 | 2.1 | -0.1 |
Criminal Activities in Building | 55 | 31 | 2.5 | 2.2 | -0.3 |
Suite Security (Condition of Locks, Doors, Door Frames) | 58 | 31 | 2.7 | 2.8 | 0.1 |
Communication from Building Management About Security/Safety Issues | 56 | 32 | 2.3 | 2.2 | 0.1 |
Topic Averages | NA | NA | 2.7 | 2.5 | -0.2 |
5) Enjoyment of building
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This topic had two notable questions that rated worse this year compared to last year.
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Availability of Visitor Parking for Guests went down by 0.6. It was already at an unimpressive 2.6. Now it rates 2.0.
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Presence of Zip/Rental Cars/Utility Vehicles (Congestion) in Traffic Circle went down by 0.8. This year it rated only a 2.3. Also notable in this topic overall is that no question rated higher this year.
Questions | 2018 Count | 2019 Count | 2018 Average | 2019 Average | Change In Average |
|---|---|---|---|---|---|
Noise Levels in Building (Loud Music, Noisy Neighbours) | 61 | 34 | 3.4 | 3.2 | -0.2 |
Elevator Service | 61 | 34 | 2.8 | 2.6 | -0.2 |
Pest Control | 59 | 33 | 3.3 | 3.3 | 0 |
Availability of Visitor Parking for Guests | 55 | 30 | 2.6 | 2 | -0.6 |
Presence of Zip/Rental Cars/Utility Vehicles (Congestion) in Traffic Circle | 54 | 28 | 3.1 | 2.3 | -0.8 |
Concern About Building Policy on Odors Now That Marijuana is Legal* | 57 | 30 | 3.4 | 3.4 | 0 |
Topic Averages | NA | NA | 3.1 | 2.8 | -0.3 |
Technical Information
2018: (a) respondent count: 61, (b) Responses collected March 14 to April 3.
2019: (a) respondent count: 34, (b) Responses collected May 16 to June 29.