Evaluating user satisfaction: case studies in Australasia

This paper briefly describes problems in the methodology of a 1994 World Health Organisation Study of Building Health in office workers. The advantages of the Works Canada Office User Satisfaction Survey instrument are described. The Works Canada Survey’s application to 16 regional Queensland Government offices is described in relation to its ability to target building maintenance and refurbishment related to occupant satisfaction and productivity. The article describes modifications made to the Works Canada instrument to adapt it to Australasian conditions, and also to introduce Building Health parameters. The paper describes its application to benchmark the performance of four of the University of Auckland’s office accommodation buildings. The benefits that facility managers can make from such a survey methodology are discussed.