The results of Connect Derby’s 2021 business community survey have been published – and the statistics underline just how much our team has supported tenants during the pandemic.
The annual survey measures the levels of service Connect Derby provides across all areas – from the quality of its workspaces, IT facilities to security, and most significantly over the past 12 months, the safety of its seven managed workspaces.
This year, the survey focused heavily on how 200 plus tenants have been supported during the various lockdowns, local and national restrictions and the safety measures put in place to make all buildings Covid-secure.
Connect Derby received a 91% response rate, up from 83% in 2020, from the 206 businesses across the seven diverse buildings in its portfolio – Friar Gate Studios, Kings Chambers, Sadler Bridge Studios, Marble Hall, Riverside Chambers, Shot Tower and the iHub innovation centre on Infinity Park.
96% of respondents said Connect Derby workspaces were clean, safe, and secure buildings to work in, up 10% from 2020. Connect Derby was the first Derby City Council service to be allowed to reopen following lockdown one in March 2020, achieving ‘Outstanding’ with a score of 92% after a risk assessment carried out by the Council’s health and safety policy group.
New ways of working were introduced, and a series of safety measures put in place. A bespoke COVID-19 induction programme was devised and implemented across all buildings. Connect Derby also successfully maintained its ISO9001 accreditation.
96% of tenants said Connect Derby meets or exceeds their expectations, with 93% saying they would recommend Connect Derby to other businesses looking for managed workspace in the city, an increase of 2% from last year.
Despite the challenges faced by the pandemic, 90% of respondents said Connect Derby meets or exceeds their expectations for the support it provides.
94% of tenants reported that communications from the management team met or exceeded their expectations. Throughout the various lockdowns, the team-maintained communication with tenants to provide support and guidance, including assisting them with applications for grants and loans, addressing queries and helping them stay open for business. Connect Derby staff also regularly checked on the health and wellbeing of tenants.
92% of businesses said the IT network, internet access and Wi-Fi services meets or exceeds their expectations, which was particularly valuable to companies who needed to communicate with staff who were working from home.
13% of converted enquiries came from outside of the city, promoting inward investment, with a 44% increase in retaining tenants when their requirements for space changed by rehousing them elsewhere in Connect Derby’s portfolio.
Commenting on the survey results, Ann Bhatti, head of Connect Derby, said:
“In what has been an incredibly challenging year for our tenants, we are really pleased to have received such positive service ratings and I’d like to thank them for being honest in their assessment of our services.
“We’re committed to providing all our tenants with first-class levels of services and support and will continue to work with businesses to help with their recovery from the pandemic.
“There are always areas where we can improve, so we will be working with our suppliers and internal council services to make improvements where necessary,” added Ann.
