POST OCCUPANCY EVALUATION: DEVELOPMENT OF AN INSTRUMENT AND
A PROCESS TO ASSESS OCCUPANT SATISFACTION IN RENOVATED
UNIVERSITY OFFICE SETTINGS: A CASE STUDY APPROACH
By
Sagata Bhawani

A THESIS
Submitted to
Michigan State University
in partial fulfillment of the requirements
for the degree of
MASTERS OF SCIENCE
Construction Management
2011

ABSTRACT
POST OCCUPANCY EVALUATION: DEVELOPMENT OF AN INSTRUMENT AND
A PROCESS TO ASSESS OCCUPANT SATISFACTION IN RENOVATED
UNIVERSITY OFFICE SETTINGS: A CASE STUDY APPROACH
By
Sagata Bhawani
The increasing importance of continuous improvement in the building industry
has rendered post occupancy evaluation (POE) as an essential tool to examine the success
of building design and performance after occupancy. POE has not been in the forefront
for several decades but there is renewed interest due to emergence of facilities
management as a major discipline in the procurement and management of buildings,
especially, amongst large owners. This revived interest has resulted in research endeavors
to further enhance POE methods for users in various settings and identification of
function specific evaluation factors.
This study focused on determination of functional and indoor environment
performance factors specific to renovated office facilities in university settings. These
factors were used to develop a trial POE survey that would assess occupant satisfaction
level in a facility. The trial POE survey was tested in two university buildings at
Michigan State University. The results were used to modify the POE survey. This
research also provided a methodology to develop a survey and a process to conduct POE
in university settings for faculty and staff occupied spaces.

This thesis is dedicated to

God, my heavenly father
Ma, Pa, and Boni

iii

Prayer:

Where the mind is without fear and the head is held high
Where knowledge is free
Where the world has not been broken up into fragments
By narrow domestic walls
Where words come out from the depth of truth
Where tireless striving stretches its arms towards perfection
Where the clear stream of reason has not lost its way
Into the dreary desert sand of dead habit
Where the mind is led forward by thee
Into ever-widening thought and action
Into that heaven of freedom, my Father, let my country awake.

-A Poem by
Rabindranath Tagore

iv

AKNOWLEDGEMENTS

In life, I have learned that people are our most precious treasure, most insightful
resource, and the most amazing source of inspiration. Our world is what we make it, yes,
but partially; and partially it becomes who we have and who have us. This thesis
document is my memento of this deep realization and of my days at Michigan State
University (MSU) as a graduate student and professional. The little acts of kindness and
words of encouragement from known persons and, even strangers has been my unique
teacher along this way.
First of all, I am grateful to God for giving me a bountiful life and a supportive
family. I thank my dad, whose faith in me has always given me strength and conviction
in myself; my mom, whose love, perseverance, and patience has made me the person I
am; my little sister, who is my best friend and my rescue angel, and my cousins who have
been my moral support.
The most important person and the one who contributed immensely to this thesis
is my principal advisor, Professor Tim Mrozowski. However, his contribution to my life
goes beyond this thesis. I am forever grateful to him for guiding me, for having faith in
me, and for helping me overcome all kinds of challenges throughout my master’s
education. His encouragement and affection continues to contribute to my confidence,
enthusiasm, determination, and realization of my true potential, in professional and
personal life.
A constant pillar of love, support, and encouragement is my co-advisor, Dr. Tariq
Abdelhamid. When it got a little weary along the way, his cartoon strips and YouTube

v

videos would fill me with more vigor than I can express in mere words. He is like a
guardian angel for me. I am also extremely grateful to my third committee member, Dr.
Patricia Huddleston, whose patience and support has been a priceless contribution to this
research and my confidence.
I am thankful to my professor, Dr. Matt Syal for sharing his knowledge and war
stories thereby helping me prepare for the eventful days to come as I shall step into the
industry once again. I am grateful to Dr. Elgafy who is my professor and a good friend.
His “Lake Lansing Summer Parties” have always been a great source of fun and
relaxation. His personal recommendations have always helped me to confidently
introduce myself to various industry professionals.
I wish to offer a very special and warm thanks to Dr. Joanne Westphal and Dr.
John Schweitzer for being my mentors and parent-like figures, thereby teaching me bit
and pieces of research while letting me have a good time with them. They hold a very
special place in my heart.
I wish to thank Ms. Kathy Lindahl for providing timely input and direction to take
this study from one level to another. Her role in this study was most unique and
irreplaceable. My heartfelt thanks to Mr. Jack Mumma for being a mentor, Ms. Cherie
Shorman, and all my colleagues at Campus Planning and Administration for being
considerate and supportive all throughout my last two semesters at MSU. I wish to
acknowledge all those individuals who provided valuable insight in the initial phase of
this study: Ms. Barbara Kranz, Mr. Jeff Kacos, Ms. Christine Carter, Dr. Scott Whitter,
Ms. Judy Pardee, Dr. Bill Latta, Mr. Brad Bull, Shari Margraves, and Ms. Christine
Lockwood. Thank you all.

vi

I thank you Cathy for all your candies and warm wishes through the hungry cold
evenings after classes. I am thankful to Mary Ann for accepting my time sheets way past
due dates and, to Pat and Judy for helping with all the career fair organization and travel
vouchers. I thank you Valerie for finding me my first roommate in U.S. and, for the
timely guidance throughout the duration of my degree. I thank you Pooja for being my
inspiration since I first decided to come to MSU.
Next, I wish to thank the MSU writing center representative: Hiep, who spent
hours helping me refine the language and structure of this document, before submission
to my advisor. Additional thanks to the Graduate school for its time and consideration to
review the format and graphic of the thesis document. Further, this acknowledgement
would be incomplete without the mention of our respected OISS Director: Mr. Peter
Briggs, the School of Planning, Design and Construction, and the Graduate School, who
supported me by approving emergency funds towards enrollment in my second last
semester.
Here on, I would like to thank all those people who have contributed in one way
or other to my overall growth, who have been my constant support behind the scenes:
- Kipa Architects, India: Kirit, Archana, Anupama, Atul, Beck, Sneha, Apekshit
- National Association of Women in Construction, Lansing Chapter, (especially Karen
and Tracy).
- Clark Construction Company, Lansing, MI (especially Loic Couraud, Duane Wixson,
Paul Clark, and Karen Kelly).
- MSU Physical Plant (especially Leisa Williams Swedberg, Brad Bull, and Jessica).

vii

- My friends, who have been my family away from home as I sailed through the last
four years: Sanil, Roveena, Nandini, Aman, Sonko, Rajat, Pranav, Lipika, Sam, Don,
Surabhi, Ankur, and Ali. Thank you all for your affection, encouragement, and
support.
Thank you all!

viii

TABLE OF CONTENTS

LIST OF TABLES…………………………………………………………...…………xiii

LIST OF FIGURES……………………………………………………………………..xiv

CHAPTER 1
INTRODUCTION
1.1.
Post Occupancy Evaluation…………..…………………………………………...1
1.2.
Need Statement……………………………………………………………………3
1.3.
Research Project Establishment…………………………………………………...6
1.4.
Research Goal and Objectives…………………………………………………….7
1.5.
Research Methodology…………………………………………………………....8
1.6.
Research Scope and Limitations…………………………………………………..9
1.7.
Research Deliverables……………………………………………………………11
1.8.
Chapter Summary……………………………………..…………………………12

CHAPTER 2
LITERATURE REVIEW
2.1.
Chapter overview………………………………………………………….……..13
2.2.
Post Occupancy Evaluation (POE)………………………………………………15
2.2.1
Levels of POE……………………………………………………………17
Indicative Level………………………………………………………….18
Investigative Level……………………………………………………….19
Diagnostic Level…………………………………………………………19
2.2.2
Benefits of POE………………………………………………………….21
2.2.3
Barriers to Conducting POE……………………………………………..23
2.2.4
Phases of POE……………………………………………………………25
2.2.5
Dimensions of POE………………………………………………………28
2.3.
Post Occupancy Evaluation (POE) Factors……………………………………...29
2.3.1
Functional Performance Factors…………………………………………32
2.3.2
Indoor Environment Factors……………………………………………..34
2.4.
Post Occupancy Evaluation: Application………………………………………..36
2.5.
Post Occupancy Evaluation Instruments……………………………...…………39
2.6.
Significant POE Studies using Survey Questionnaires………….……………….45
Center for Built Environment……………………………………………46
Guide to Post Occupancy Evaluation, HEFCE and AUDE, 2006………47
CABE 2005 Study……………………………………………………….48
CSBR 2004 Study………………………………………………………..49
Levermore and Leventis, 1997……………………………………..……50
Menzies and Wherett, 2004……………………………………………...50
2.7.
Chapter Summary………………………………………………………………..51

ix

CHAPTER 3
METHODOLOGY
3.1.
Chapter Overview………………………………………………………………..53
3.2.
Overall Methodology…………………………………………………………….54
3.3.
Research Project Establishment………………………………………………….58
3.4. Literature Review: Identification of Evaluation Factors and POE Methods………...58
3.5.
Interviews………………………………………………………………………...59
3.6.
Development of Initial or Trial POE Survey Questionnaire.…………………….61
3.7.
POE Survey Review and University Approval...……………………………………62
3.8.
Distribution and Collection of POE Surveys…………………………………….62
3.9.
Description of Trial POE Survey………………………………………………...63
3.9.1 Functional Performance………………………………………………64
3.9.2 Indoor Environment Performance…………………………………….66
3.9.3 Participant Information……………………………………………….67
3.9.4 Survey Feedback...........................................................................…...67
3.10. Data Recording and Arrangement…………………………………………………...68
3.11. Data Analysis…………………………………………………………………….68
3.12. Chapter Summary………………………………………………………………..69

CHAPTER 4
DATA COLLECTION AND ANALYSIS
4.1.
Chapter Overview………………………………………………………………..70
4.2.
Interviews…………………………………………………………………..……70
4.2.1 Analysis of Interview Responses…………………………………..…71
4.3.
Post Occupancy Evaluation: Application of Trial Survey……………………….78
4.3.1 Case Study No.1 School of Planning Design and Construction...........79
4.3.1.1 Overall Survey Response………………………………….…….79
4.3.1.2 Survey Participant Information………………………………….80
4.3.1.3 Building Specific Information and Analysis…………………....82
A. Functional Performance…………………………………...82
B. Indoor Environmental Performance……………………….84
C. Discussion of Open-ended Responses…………………….86
4.3.1.4 Survey Feedback Analysis:
(Section 4 of the POE Questionnaire) ………………………....89
4.3.1.5 Occupant Observations, Suggestions, and Recommendations….92
4.3.2 Case Study No.2 Spartan Way………………………..………………93
4.3.2.1 Overall Survey Response……………………..……..………….94
4.3.2.2 Survey Participant Information…………….……..….…………94
4.3.2.3 Building Specific Information and Analysis………………........97
A. Functional Performance…………………………………...97
B. Indoor Environmental Performance………………...…….99
C. Discussion of Open-ended Responses…………………..101
4.3.2.4 Survey Feedback Analysis:
(Section 4 of the POE Questionnaire)…………………………107
4.3.2.5 Occupant Observations, Suggestions, and Recommendations...110

x

4.4.
4.5.
4.6.

Comparative Analysis of Survey Feedback from S.P.D.C. and Spartan Way….112
Conclusions………………………………..……………………………..……..118
Chapter Summary………………………………………………………………118

CHAPTER 5
POST OCCUPANCY EVALUATION SURVEY
5.1.
Chapter Overview………………………………………………………………119
5.2.
Researcher’s Observations………………………………………………….…..119
5.3.
Respondent’s Recommendations…………………………………………….…125
5.4.
Modified POE Survey Questions...……………………………………………..130
5.5.
Conclusion……...………………………………………………………………131
5.6.
Chapter Summary………………………………………………………………131

CHAPTER 6
POST OCCUPANCY EVALUATION PROCESS
6.1.
Chapter Overview………………………………………………………………132
6.2.
Post Occupancy Evaluation Process….……………………………………..…132
6.2.1 Project Establishment Phase……………………………………………..136
6.2.2 Data Collection and Analysis Phase……………………………………..137
6.2.3Reporting Phase…………………………………………………………...138
6.2.4 University Standards and Corrective Action Phase……………………….139
6.3.
POE Process Limitations……………………………………………………….139
6.4.
Conclusion………………..…………………………………………………….140
6.5.
Chapter Summary………………………………………………………………140

CHAPTER 7
SUMMARY AND CONCLUSIONS
7.1
Chapter Overview………………………………………………………………141
7.2
Research Overview…………………………………………………………..…141
7.3
Accomplishment of Research Goal and Objectives…………………………….143
7.4
Lessons Learned………….…………………………………………………….144
7.4.1 Lessons Learned from Literature Review………………………………..144
7.4.2 Lessons Learned from Interviews………………………..………………146
7.4.3 Lessons Learned from Surveys…………………………………………..147
7.4.4 Lessons Learned from Data Analysis…………………………………….148
7.4.5 Lessons Learned from Application of POE Process……………………..149
7.4.6 Lessons Learned about POE Project Team………………………………152
7.4.7 Lessons Learned about POE factors……………………………………...153
7.4.8 Lessons Learned about POE Questionnaire……………………………...153
7.5
Conclusion and Inferences………..……………………………………………154
7.6
Research Benefits and Contribution…..………………………………………..155
7.7
Future Research Directions……………………………………………………..156
7.8
Chapter Summary………………………………………………………………157

xi

APPENDICES
Appendix A: Interviews
Appendix A1: Interview Participant Consent Form……………………………160
Appendix A2: Project Abstract…………………………………………………162
Appendix A3: Interview Questionnaire………………………………………...164
Appendix A4: Interview Response Record Sheet for Qualitative Analysis……170
Appendix B: Post Occupancy Evaluation Survey
Appendix B1: Consent Form…………………………………………………...200
Appendix B2: Trial POE Questionnaire………………………………………..202
Appendix B3: Survey Response Code Sheet………………………………...…211
Appendix B4: Survey Response Record Sheet for SPDC……………………...214
Appendix B5: Survey Response Record Sheet for Spartan Way……………....225
Appendix B6: Survey Feedback Section Comparative Analysis Sheet………...250
Appendix B7: Modified POE Questionnaire…………………………………...262
Appendix C: Sample Post Occupancy Evaluation Questionnaires
Appendix C1: CBE Sample POE Questionnaire...……………………………..276
Appendix C2: AUDE Sample POE Questionnaire...…………………………...285
Appendix C3: CSBR Sample POE Questionnaire...…………………………....292
BIBLIOGRAPHY………………………………………………………………………295

xii

LIST OF TABLES

Table 1.1

Features that Influence Staff Retention (CABE 2005)…………………....4

Table 2.1

Levels of Post Occupancy Evaluation
(Preiser 1995)……………….…................................................................ 18

Table 2.2

Levels of Post Occupancy Evaluation
(Brooks and Viccars 2006)…….................................................................20

Table 2.3

Benefits of Post Occupancy Evaluation………………………………….22

Table 2.4

Comparison of POE Methods
(Brooks and Viccars 2006)……………………………………………....40

Table 2.5

Comparison of POE Questionnaires
(Brooks and Viccars 2006)……….............................................................41

Table 2.6

Comparison of POE Method
(AUDE and HEDQF 2006)………………………………...……………..42

Table 2.7

Types of Reviews
(AUDE and HEDQF 2006)……………………..………………………...44

Table 4.1

Count of Open-ended Responses at the S.P.D.C…………………………86

Table 4.2

Count of Open-ended Responses at Spartan Way………………………101

Table 4.3

Survey Feedback: Comparative Analysis of Response Summary………113

Table 4.4

Survey Feedback Section: Suggestions for Functional and Indoor
Environment Aspects and Questions to be included in Evaluation
(Verbatim)……………………………………………………………….116

Table 4.5

Survey Feedback: Comments on Unclear, Confusing, and Unnecessary
Questions (Verbatim)…………………………………………………….117

Table 5.1a

S.P.D.C. Responses to Questions 1 – 8 (Verbatim)……………………..120

Table 5.1b

Spartan Way Responses to Questions 1 – 8 (Verbatim)………………...121

Table 5.2a

S.P.D.C. Responses to Questions 18 – 23……………………………….124

Table 5.2b

Spartan Way Responses to Questions 18 – 23………………………...…124

xiii

Table 5.3

Reasons for Accepting or Rejecting Recommended Aspects and Actions
Taken Towards POE Survey……………………………………………..126

Table 5.4

Reasons for Accepting or Rejecting Recommended Questions and Actions
Taken Towards POE Survey……………………………………………..127

Table 5.5

Reasons for Accepting or Rejecting Comments for Unnecessary/ Confusing
Questions and Actions Taken Towards POE Survey……………………129

Table A4.1

Interview Response Record Sheet for Qualitative Analysis……………..171

Table B3.1

POE Survey Response Coding Plan……………………………………...212

Table B4.1

POE Survey Record Sheet for S.P.D.C…………………………………..215

Table B5.1

POE Survey Record Sheet for Spartan Way……………………………..226

Table B6.1

Survey Feedback Section Comparative Analysis Sheet for SPDC and
Spartan Way……………………………………………..……………….251

xiv

LIST OF FIGURES

Figure 2.1

Literature Review Structure Overview……………………………………13

Figure 2.2

Detail Structure of Literature Review…………………………………….14

Figure 2.3

Structure of Section 2.2: Post Occupancy Evaluation…………………….17

Figure 2.4

Phases of Post Occupancy Evaluation
(Source: Keys and Wener, 1980)….............................................................26

Figure 2.5

Relationship between Environment Conditions, Occupancy Satisfaction,
Productivity and Motivation (Source: Keys and Wener, 1980)…………. 30

Figure 2.6

Phases of POE (Source: Preiser, 2002)…………………………………...37

Figure 2.7

Post Implementation Review Process
(Source: New South Wales Treasury, 2004)…...........................................38

Figure 2.8

POE Process Overview
(Source: AUDE and HEDQF, 2006)……………….…………….……….39

Figure 2.9

Snapshot of CBE Web-based Survey, 2009………………………………47

Figure 2.10 Snapshot of Occupant Survey in Guide to POE, HEFCE and AUDE,
2006……………………………………………………………………….48
Figure 2.11 Snapshot of Occupant Survey Form, SWMCB POE: Carver County Public
Works Department (Source: CSBR 2004)……………………………......50
Figure 3.1

Overview of the Research Methodology…………………...…………….53

Figure 3.2

Phase 1 Overview……………………………...…………………………54

Figure 3.3

Phase 2 Overview………………………...………………………………55

Figure 3.4

Phase 3 Overview………………...………………………………………56

Figure 3.5

Phase 4 Overview……………………………...…………………………57

Figure 3.6

Structure of ‘Satisfaction’ and ‘Open-ended’ Questions ………………...65

xv

Figure 3.7

Structure of “Yes-No” Questions …………………………...…………...65

Figure 4.1

Snapshot of Interview Record Spreadsheet………………………...…….71

Figure 4.2

Overview of Survey Utilization process………………………………….78

Figure 4.3

Participant and Workspace Information at S.P.D.C……………...............81

Figure 4.4

Occupant Satisfaction with Functional Performance at the S.P.D.C….....82

Figure 4.5

Occupant Satisfaction Level with Functional Performance Aspects at the
S.P.D.C…………………………………………………………………..83

Figure 4.6

Occupant Satisfaction with Indoor Environmental Performance Aspects at
S.P.D.C…………………………………………………………………..84

Figure 4.7

Occupant Satisfaction Level with Indoor Environment Performance at the
S.P.D.C…………………………………………………………………..85

Figure 4.8

Q1: How satisfied are you with the format of the survey? ..........……….90

Figure 4.9

Q2: How satisfied are you with the appropriateness of the questions?.....90

Figure 4.10

Q3: Please comment on the balance of open ended to closed response
questions………………...………………………………………………90

Figure 4.11

Q4: In the future, which method of interaction would you prefer for this
kind of study? ……………………………………………………...……91

Figure 4.12

Q5: In your opinion, to what extent did the survey cover aspects that you
would like to comment upon about your office? …………………...…..91

Figure 4.13

Q6: In your opinion, to what extent did the survey cover aspects that you
would like to comment upon about your office? …................................91

Figure 4.14

Q7: Do you consider that right questions are being asked of building
occupants?.................................................................................................92

Figure 4.15

Q8: Does the survey allow you to effectively indicate your satisfaction
with the design of your workspace? ……………………..……………..92

Figure 4.16

Participant and Workspace Information at Spartan Way…………….....96

Figure 4.17

Occupant Satisfaction with Functional Performance at the Spartan
Way……………………………………………………………………..97

xvi

Figure 4.18

Occupant Satisfaction Level with Functional Performance Aspects at
Spartan Way……………………...……………………………………...98

Figure 4.19

Occupant Satisfaction Level with Indoor Environmental Performance
aspects at Spartan Way………………………………………..………..99

Figure 4.20

Occupant Satisfaction Level with Indoor Environment Performance at
Spartan Way…………….…………………………………………..….100

Figure 4.21

Q1: How satisfied are you with the format of the survey? …………...108

Figure 4.22

Q2: How satisfied are you with the appropriateness of questions? …..108

Figure 4.23

Q3: Please comment on the balance of open ended to closed response
questions……………………………………….……………………...108

Figure 4.24

Q4: In the future, which method of interaction would you prefer for this
kind of study? ……………………………………………….………..109

Figure 4.25

Q5: How satisfied would you feel if these questions were asked in a
focus group of persons occupying adjacent workspaces as compared to
this survey? ………………………………………………………..….109

Figure 4.26

Q6- In your opinion, to what extent did the survey cover aspects that you
would like to comment upon about your office?...................................109

Figure 4.27

Q7- Do you consider that right questions are being asked of building
occupants?……….……………………………………………...……...110

Figure 4.28

Occupant Perception: Does the survey allow you to effectively indicate
your satisfaction with the design of your workspace?...………………110

Figure 4.29

Snapshot of Worksheet with Combined Responses from the S.P.D.C. and
Spartan Way……………………………………...…………………….112

Figure 6.1

Post Occupancy Evaluation Process……………………………….…...133

Figure 7.1

Suggested Literatures Database “Post Occupancy Evaluation”…….….145

xvii

CHAPTER 1
INTRODUCTION

This chapter presents a background of post occupancy evaluation, which is the
heart of this project. It also introduces the need for this research followed by a discussion
of the goal and objectives, methodology, scope and limitations, and deliverables of this
study.

1.1.

Post Occupancy Evaluation:
Post occupancy evaluation (POE) may be defined as the process of systematically

evaluating buildings after they have been built and occupied for some time. POE differs
from other building evaluations in that it focuses on the comfort and requirements of
building users, with regard to aspects such as their health, safety, security, functionality
and efficiency, psychological comfort, aesthetic quality, and satisfaction (Preiser 2002).
Traditionally, POE concentrates on the effect of the “built environment” on users
rather than the organizational culture or work processes. The broader purpose of POE is
to understand the environmental-behavioral aspects of human perceptions, to measure the
appropriateness of building design, to provide better spatial solutions for users, and to
determine the effectiveness of decisions made towards the utilization of resources during
building design and construction (Preiser 2001 as cited in Lee, 2007).
POE is an outcome of the culmination of interests among social scientists,
building designers, and planners during the 1960s and the 1970s (Friedmann et al. 1978;
Preiser et al. 1988; Preiser et al.1997; Shipley 1982 as cited in Zimring 2001). It

1

originated in the United Kingdom and spread to the United States of America, Australia,
New Zealand, and several developed nations. By the 1980s, it had significantly advanced
in theory, method, strategy, and applications; it became the center of attention and the
meeting point for discrete research areas such as the built environment, facility
management, and building delivery process (Preiser 1988; Zimring 2001; Kooymans and
Haylock 2006). Since its inception, several studies have been conducted to identify the
diversity and variety in application of POE.
The Kooymans and Haylock 2006 study assessed four newly renovated financial
institutions using building user surveys with a focus on staff attitude and productivity.
Their study found that staff productivity was related to the “built environment”. They
also found that for the best results, POE must be designed and analyzed by a team of
professionals from multiple disciplines familiar with building design, construction,
operation, and maintenance. In this thesis study, the overall POE process and the
instrument were designed by the researcher using the perceptions of building providers
and building users.
POE originally started in government and private organizations; however, in the
last few decades it has also been adopted for health care, commercial, institutional, and
other large facilities. It is recommended that POE should be an integral part of the
building delivery process and lead by facility owners and managers (Preiser 2002 as cited
in Carthey 2006; Duffy 1998; Horgen et al. 1999 as cited in Zimring 2001; Preiser 2008;
Marans 1984; RIBA 1991; Shepley 1997; Schneekloth and Shipley 1995; Zimmerman
and Martin 2001). Existing research shows that POE is particularly beneficial for large
organizations that have recurring construction programs or significant volumes of

2

facilities which require periodic remodeling and renovations. Universities are a good
example of such facilities; where POE instruments can serve as tools for continuous
improvement by facilitating feedback on the delivery process and facility management
(Guide to POE by AUDE and HEDQF 2006; Preiser 1995).
Some of the institutional organizations that apply and encourage POEs are: the
Association of University Directors of Estates (AUDE), the Higher Education Design
Quality Forum (HEDQF) in the U.K., the Estates at Scotland’s Colleges and Universities,
and the Center for Built Environment at Berkley, California, U.S.A. In spite of repetitive
attempts by POE proponents to make POE routine across all facility types, it is still not
routine to the building delivery process among universities, due to lack of standardized
processes and limitations in resources (Bordass and Leaman 2005).

1.2.

Need Statement
The purpose of this research is to provide a tool to continuously improve building

design performance for occupants and facility management for owners. This research
study contributes to the ability of university administrators’ to have a positive influence
on the attitude and productivity of university faculty and staff by providing a process to
track their satisfaction levels with regard to their personal work spaces. The need for this
study was established based on the findings from several existing POE studies. These
studies are presented briefly in the next two paragraphs and elaborately in chapter two,
“Literature Review”.
The 2005 study by CABE (Commission for Architecture and Built Environment)
in the U.K. addressed the impact of building design on the performance of occupants in

3

higher education buildings. The CABE study found that the staff in higher education
buildings considered building design features to have a positive impact on their decision
to work at their chosen university. As shown in Table 1.1, the staff indicated that
situational features such as the external views and surroundings and, specific building
features such as cleanliness and spacious, bright working areas had a strong influence on
the way they feel and behave at work.
STAFF PERCEPTION: OVERALL FEATURES THAT INFLUENCE STAFF RETENTION
STAFF %
CATEGORY OF FEATURE
FEATURE
POSITIVE
STRUCTURAL AND
Function/facilities
76%
FUNCTIONAL
Office and work space
70%
Size/proportion/openness
Lighting

55%

Accessibility/entrance

53%

Materials

52%

Teaching rooms

52%

Flexible spaces

49%

Research facilities

37%

Acoustics

31%

All features

54%

Decoration/furnishings

64%

WOW factor

62%

Health/safety/security

58%

Staff rooms

49%

Air quality/ventilation

32%

Heating/cooling

25%

All features
SITUATIONAL

58%

Stimulating character

COSMETIC AND
ENVIRONMENTAL

60%

48%

External views, surroundings

61%

Table 1.1: Features that Influence Staff Retention (CABE 2005)

4

The CABE 2005 study also contended that higher education facilities should be
designed to accommodate the various spatial functions for faculty, staff, and students;
however, the environmental needs of the staff and faculty may be different than those of
the students due to the separate functional roles and requirements. For office areas used
by faculty and staff, priorities may be thermal comfort, furniture layout, storage space,
and ease of interaction; whereas for classrooms and libraries, used by students, priorities
may be lighting and acoustic conditions. Therefore, POE must be conducted separately
for faculty, staff, and students to determine their satisfaction specific to their
requirements and preferences. Based on the finding above, this thesis study was designed
to focus on satisfaction of faculty and staff with their personal workspaces. Student
populations have been excluded in the scope of this study and their inclusion is suggested
for follow-up research.
The Kooymans and Haylock 2006 study found that the built environment, work
processes, and work culture, influence productivity and satisfaction of staff in
organizations. The Watson 1996 study found that evolving laws, market trends, and
information technology have changed the activity description and corresponding design
requirements for many organizations. This information should lead to changes in
perspective for large facility administrators, with regard to the function, and of work
environments from short-term to long-term consideration as well as recognizing the links
between organizational performance and the physical work environment.
This thesis study will help university organizations identify the elements of the
physical work environment that will further enhance the work experience of faculty and
staff, and if implemented, will generate higher satisfaction and productivity levels. This

5

study develops a POE survey for university office renovation which facilitates a periodic
dialogue between the building occupants and managers about their environmental and
functional needs and preferences. Additionally, the POE survey will act as a tool for
gathering feedback that will support future decisions about expenditure toward design
and construction for university facilities. According to Kincaid (1994) and Preiser (1995),
the data collected across universities could also facilitate a benchmarking process among
diverse universities for best practices.

1.3.

Research Project Establishment
This research study is a portion of a larger project envisioned and funded by the

Michigan State University Office of Vice President of Finance and Operations. The
purpose of the larger project is to develop a comprehensive post occupancy evaluation
system to assess the performance of all types of buildings on campus with regard to their
design, construction, operation, and maintenance. The research team defined the smaller
project scope and focus based on the evidence found during preliminary literature review.
It was decided that the goal of this research would be to contribute to the improvement of
functional and indoor environment performance of university faculty and staff work
spaces. The fact that this study focuses only on the functional and indoor environment
performance of only university office spaces may be a limitation for the smaller study but
is the starting point for the larger project envisioned. It is predicted that in the future the
larger project will encompass similar smaller studies to evaluate other area types within
universities such as student spaces, research laboratories, parking spaces, and sport
spaces. Each of the smaller studies can follow a methodology similar to this study and

6

reveal the function, user, or area type-specific preferences that differ from one to the
other.

1.4.

Research Goal and Objectives
The goal of this research is to improve the functional design, the indoor

environment, and the operation of work spaces in university buildings. Objectives
designed to help achieve the overall research goal are presented below:
1. To develop a survey using identified evaluation factors that can help determine the
functional and indoor environment performance of university office settings from the
building users’ perceptions
2. To develop a methodology for universities to conduct post occupancy evaluation
studies for other settings

These research objectives were accomplished with the help of the following research
steps:
A. Identification of functional and indoor environmental factors that affect faculty
and staff satisfaction in university work spaces
B. Development of a preliminary POE survey with the help of identified evaluation
factors or performance indicators
C. Proposition of a methodology to assess functional and indoor environment
performance of university work spaces, including the developed POE survey
D. Development and application of an initial POE survey

7

E. Development of a final survey based on feedback from university administrator
interviews and surveys of occupants
F. Presentation of the POE findings from the case study facilities

1.5.

Research Methodology
The methodology for this study included a review of literature related to post

occupancy evaluation, project performance evaluation, post-construction evaluation, and
occupant-satisfaction; all with a focus on functional and indoor environment performance
of university work spaces. Based on the literature review, the need for this study was
established. From the literature, it appeared that universities would benefit from
conducting post occupancy evaluation surveys that would assess occupant satisfaction
with functional and indoor environmental performance characteristics of renovated
facilities in university office settings. This was followed by interviews with university
owners, administrators, staff, and architects to confirm the need for this study and to
gather insights and recommendations for use in developing the survey.
The interview responses were mainly used to identify the functional and indoor
environmental aspects that affect faculty and staff satisfaction and that should be included
in the evaluation of university work spaces. The interviews also sought to determine
perceptions of: (a) the reliability of building occupants in building performance
evaluation, (b) the identification of the person who should be responsible for conducting
post occupancy evaluations, (c) the acceptable costs for conducting evaluations, and (d)
the formats and resources that would be most effective.

8

Using the information from the interview responses, a post occupancy evaluation
survey was developed and distributed to university owners, administrators, and staff for
review and pilot testing. Based on feedback, the survey was further refined and converted
into the web based format. Occupants from renovated facilities at Michigan State
University were contacted and requested to participate in the POE survey. The survey
addressed both building specific questions and also questions that sought feedback from
respondents about the form, structure, and POE questions in order to gain user feedback
on the survey. From the survey responses, revisions were made to the trial survey and the
final form is presented in chapter 5.

1.6.

Research Scope and Limitations
The focus of this study was the assessment of occupant satisfaction with regard to

functional and indoor environmental performance evaluation of renovated office spaces
in universities. Aspects that were excluded from the research scope are as follows:
1. Universities accommodate various functional areas for various population groups
including students, faculty, and staff. This study was directed to staff and faculty
work spaces and office areas. Other specific student areas such as classrooms,
libraries, laboratories, studios, and conference rooms; common areas such as
cafeterias, auditoriums, restaurants, parking ramps, outdoor interaction spaces, toilets,
storage areas, and student lounges have been excluded. It is recommended that the
methodology and survey developed and used in this study be further validated and
modified for evaluation of other identified areas.

9

2. Building performance evaluation may be conducted to assess different aspects such as
functional, technical, indoor environment, and maintenance. Also, evaluations may be
conducted at different stages in the life cycle of a building, such as the programming,
planning, design, construction, and occupancy phases to determine the different
components related to the existence of a building. This study focused on the
functional and indoor environment aspects; other aspects are excluded from the
scope. This study is most suited to the occupancy phase since the functional and
indoor environment evaluations would be incomplete without the inclusion of
occupant perception.
3. The literature review indicated that building performance assessed from the
perspective of owners, administrators, and managers was different from the
perspective of building occupants. The order of priorities is different between the two
groups even though the set of parameters may be the same. This study incorporated
the perspective of the building owner group within the evaluation criteria and
captured the feedback and satisfaction of the occupant group to gauge the
effectiveness of the building design and operation.
4. Most large universities have future master plans that include new construction
projects and periodic remodeling and renovation of existing facilities. This study was
directed towards renovation projects within universities.
5. The post occupancy evaluation criteria for this study was established qualitatively
based on literature review and responses from the exploratory administrator
interviews that were conducted among university owners, administrators, staff, and

10

architects. It is recommended that further research be conducted using quantitative
methods to verify the evaluation criteria.
6. The developed survey was tested in two renovated facilities within one university. To
enhance and validate the survey, it should be tested in more facilities within the same
or other universities.

1.7.

Research Deliverables
The primary product of this research is a customized survey to assess occupant

satisfaction with regard to functional and indoor environmental performance of renovated
work spaces in university settings, and also to determine staff and faculty preferences.
Other deliverables of this research are as follows:
1. Literature reviewed and presented with regard to the post occupancy evaluation of
university office environments and identified future research areas
2. Evaluation criteria identified and presented to assess functional and indoor
environmental quality of university offices
3. An interview questionnaire for university owners, administrators, staff, and architects
to gain insights and identify evaluation criteria to assess occupant satisfaction with
regard to functional performance, indoor environment design, and the operation of
renovated facilities in university settings
4. A standard methodology for developing customized surveys to assess functional and
indoor environmental performance of other types of buildings using occupant
perception

11

5. An analysis of case study facilities and an assessment of their performance for staff
and faculty focusing on functions performed and indoor environmental quality

1.8.

Chapter Summary
This chapter presented an overview of post occupancy evaluation, followed by a

discussion of the project need, the research goal, and objectives. The research scope and
limitations explained in this chapter provided direction for future research. Finally, this
chapter contended that this current study will help university organizations identify the
elements of the physical work environment that will enhance the work experience of the
staff and generate higher satisfaction and productivity levels. The process and survey will
help facilitate a periodic dialogue between the building occupants and managers about
their environmental needs and preferences.
This chapter is followed by Chapter 2, which presents the review of literature.
Chapter 3 presents the research method, Chapter 4 presents the data collected and
analyzed, Chapter 5 presents the modified POE survey, Chapter 6 presents the POE
process, and Chapter 7 presents the findings of the overall project, recommendations, the
project summary, and conclusions.

12

CHAPTER 2
LITERATURE REVIEW

2.1.

Chapter Overview
Chapter two presents the summary of the literature reviewed for this study, which

has been divided into three sections as shown below in Figure 2.1. The first section,
“Section 2.2: Post Occupancy Evaluation”, discusses the fundamentals of POE. The
second, “Section 2.3- Post Occupancy Evaluation Factors”, presents the various
functional and indoor environment evaluation factors found in literature and their relation
to workplace productivity and occupant satisfaction. These were used to identify the
evaluation factors for this study. The third section, “Section 2.4- Post Occupancy
Evaluation: Application”, presents similar studies found in the literature that include post
occupancy evaluation. This literature was used to identify successes and failures of
methodology and to derive insight in order to minimize obstacles and challenges, which
might have otherwise been experienced by this study.

Figure 2.1: Literature Review Structure Overview

13

As shown above in Figure 2.1, the information presented in the first section (2.2)
and second section (2.3) are vital in order to thoroughly understand the information and
discussion presented in the third section (2.4) with regard to the application of POE. As
shown below in Figure 2.2, Section 2.2: Post Occupancy Evaluation presents the different
levels, benefits, phases and dimensions of POE, which provides the rationale for the POE
focus, scope, and limitations in this study; Section 2.3: POE factors present the various
studies that were used to identify the evaluation factors pertaining to the scope of this
study; and, Section 2.4: POE: Application presents a discussion of the various existing
POE processes reviewed in order to develop a tailored POE process for this study.

Figure 2.2: Detail Structure of Literature Review

14

2.2.

Post Occupancy Evaluation

POE is an outcome of a culmination of interests among social scientists, spatial
designers, and planners in the 1960s and 1970s. It originated in the United Kingdom and
spread to the United States of America, Australia, New Zealand, and several developed
nations. By the 1980s, it had significantly advanced in theory, method, strategy, and
applications; it became the focal point for discrete research areas such as the built
environment, facility management, and building delivery process. Since then, studies
have been conducted to identify the diversity and variety in the application of POE
(Preiser 1988; Zimring 2001; Kooymans and Haylock 2006).
POE has multiple definitions that represent different facets. Two definitions that
are considered for this study are as follows: POE is an examination of the effectiveness of
occupied built environments for human users that focuses on the assessment of occupant
satisfaction and functionality of space; where, “effectiveness” corresponds to the
achievement of personal and organizational goals by the enhancement of physical and
organizational factors (Bechtel and Srivastava 1978; Brill l974; Friedmann et al. 1978;
Gutman and Westergaard 1974; Ostrander and Connell 1975; Brooks and Viccar 2006;
Zimmerman and Martin 2001). “POE is measurement of building performance
throughout the life cycle of building from initial concept through occupancy such that the
information gathered is used to improve future building designs” (Marans 1984; RIBA
1991; Shibley 1995; Duffy 2000; RIBA 1991; MARU 2001; Vischer 2001; Zimmerman
and Martin 2001; Preiser 2002 as mentioned by Carthey 2006; AUDE and HEDQF 2006;
Preiser 2008).

15

The literature suggested that post occupancy evaluation refers to evaluation
conducted after the occupancy phase and is different from other evaluations relevant to
other phases of “the building life cycle”. “The building life cycle” is comprised of the
following six phases: planning, programming, design, construction, occupancy, and
recycling. Each of these phases has corresponding assessments, namely: effectiveness
review, program review, design review, post construction evaluation, post occupancy
evaluation, and market analysis respectively. POE focuses on evaluation when the
building is occupied.
POE differs from other building evaluations in four ways (Preiser 2001, 2002).
First, the evaluation target is building performance from the occupants’ point of view.
Second, an evaluation criterion comes from the stated design criteria. Third, the main
measure in POE is the occupants’ perception and satisfaction, and whether the designed
environment supported their ability to perform. Fourth, POE can include various issues
about functionality of the environment as well as the occupants’ satisfaction based on
their psychological and social needs due to the method that involves human subjects.
As shown below in Figure 2.3, this section presents a discussion of levels,
benefits, phases, and dimensions of POE which provide the background and rationale for
the research project scope and limitations. The information provided by “Section 2.2:
Post Occupancy Evaluation”, in addition to “Section 2.3: Post Occupancy Evaluation
Factors”, leads to a better understanding of the existing POE application methods and the
one used for this study.

16

Figure 2.3: Structure of Section 2.2: Post Occupancy Evaluation

2.2.1

Levels of Post Occupancy Evaluation
There are three levels for POE as shown below in Table 2.1, which have been

summarized in Table 2.1. The first level is indicative if the building under consideration
has issues; the second level is investigative, which focuses on the specific issues if there
are any; the third level is diagnostic, which comprises of corrective actions to the issues

17

identified (Preiser 2002; Carthey 2006; AUDE and HEDQF 2006). These levels are
based on the purpose of conducting the evaluation and availability of resources such as
budget, time, and work force (Carthey 2006; Preiser 2002; Brooks and Viccar 2006).

Steps

Level of Effort

Phase I
Level I:
Indicative
Level II:
Investigative
Level III:
Diagnostic

Phase II

Planning

Phase III

Conducting
Applying

Planning

Conducting

Planning

Conducting
2.1Initiating on-site data
collection process
2.2Monitoring and
managing data
collection procedures
2.3Analyzing data

1.1Reconnaissance
and feasibility
1.2Resource Planning
1.3Research Planning

Applying
Applying
3.1Reporting finding
3.2Recommending
actions
3.3Reviewing outcomes

Table 2.1: Levels of Post Occupancy Evaluation (Preiser 1995)

The next three paragraphs are based on the discussions from Preiser 2002 on the
three levels of POE which affect application efforts and costs.
Indicative level POEs usually present an overview of building performance. It
usually involves an interview with the facility owner or manager, accompanied by a
walk-through to record the positive and negative aspects of building performance. The
evaluator may also use graphic images or photographs to substantiate physical
observation. Typically, the time required for this level of evaluation depends on the size
and complexity of the facility. A 10,000 square foot facility can be completed in less than

18

half a day by a team of one to three persons who are familiar with the building type under
consideration.
Investigative level POEs require more involvement from the evaluators; more
rigorous evaluation techniques are employed to produce more reliable data compared to
the first level. Investigative POE must be preceded by an indicative POE; such that a
detailed evaluation is carried out of particular problems within the building in general.
For this level, the results from the indicative study are incorporated in survey
questionnaires, which are administered to building occupants at all levels of the
organization. A study conducted by Preiser in 2002 indicated the cost of investigative
POE ranged from USD 1.00 to 2.50 per square foot for large and complex organizations
up to 15,000 square feet. This type of POE can extend over several weeks and months
depending on depth of investigation if the study involves evaluation through different
periods or seasons.
Diagnostic level POEs are most intense reviews of building performance that
correlate and verify the physical performance data with occupant responses. These
consume the maximum resources in terms of time, money and labor among the other two
levels. Per a study conducted by Preiser 2002 with focus on POE levels, diagnostic POEs
cost more than USD 2.50 per square foot and extend over longer durations as compared
to the other levels. The outcomes of this level of POE conducted across comparable
facility types and sizes, thereby acquiring highly generic and valid data over a period of
time will have great value and potential to transform into guidelines for organizations.
According to the same study, it was also found that federal agencies reported costs
ranging from USD 1800 for a simple standard questionnaire that could be completed in

19

one hour to USD 90,000 for an in-depth survey analysis, including several days of
interviews and use of multi-disciplinary teams, site visits and report writing.
Table 2.2 shown below presents the summary of POE levels with regard to
methods that may be employed, time that is required and general comments assembled by
Brooks and Viccar in 2006:
POE LEVELS

AIMS

METHODS

TIME
SCALE

COMMENTS

Indicative

Assessment
by
experienced
personnel
to highlight
POE issues

ƒ walk through evaluation
ƒ structured interviews
ƒ group meetings with end
users
ƒ general inspection of
building performance
ƒ archival document
evaluation

Short
ƒ Quick, simple,
Inspecti
not too
on
intrusive/
period
disruptive to
daily operation
of building.
ƒ Judgmental and
overview only.

Investigative

In-depth
study of
building’s
performanc
e and
solutions to
problems

ƒ Survey Questionnaires
ƒ Interviews
ƒ Comparison of results
with similar facilities
ƒ Report appropriate
solutions to problems

One
ƒ In-depth/ useful
week to
results
several ƒ Can be
months
intrusive/ time
consuming
depending on
the number of
personnel
involved

Diagnostic

Show up
any
deficiencies
(to rectify)
and collect
data for
future
design of
similar
facilities

ƒ Sophisticated data
gathering and analysis
techniques
ƒ Questionnaires
ƒ Surveys
ƒ Interviews
ƒ Physical measurements

Several
months
to
several
years

ƒ Greater value in
usability of
results.
ƒ More time
consuming

Table 2.2: Levels of Post Occupancy Evaluation (Brooks and Vicar, 2006)

20

In the current thesis study, the level of POE that has been delved into is partly
indicative and partly investigative. The level of occupant satisfaction is considered as a
dependent variable which indicated if the targeted/ desired performance for the renovated
building has been achieved with regard to office layout, storage space, thermal comfort,
air quality, etc which were considered as independent variables and broadly categorized
as functional and indoor environmental performance aspects. The methods used are
interviews and surveys which were conducted in two stages/ phases during the study. The
purpose of the interviews was to capture perception of owners, administrators, managers
and designers and surveys to capture perception of occupants.

2.2.2

Benefits of Post Occupancy Evaluation
Considering the costs associated with conducting post occupancy evaluations, the

returns/ benefits are significant but specific to the stakeholder (AUDE and HEDQF,
2006; Watson, 1996; Baird et al. 1996 as in Carthey, 2006; Preiser, 2002). The short,
medium and long term benefits of POE for stakeholders are summarized in Table 2.3.
The POE benefits to this current thesis study are three-fold. One, the owner group
received first-hand information of the occupant’s (faculty/staff) level of satisfaction or
dissatisfaction with respect to their work-space, which is a strong motivational factor
towards staff productivity and retention; two, occupants were able to contribute to
identifying ways to improve the performance of their work-space; three, designers of
renovated facilities could be informed of the pros and cons of their design on building
users. These benefits are specific to each stakeholder.

21

The method developed will provide for university owners to save on a technical
evaluation which is more expensive and appropriate for conducting detailed investigation
if occupants were found to be dissatisfied with their facility. This method provides
occupants with an opportunity to express their grievances and appreciation towards their
personal workspace confidentially. This approach increases the chances of feedback
being more frank and genuine. This method also provides designers with feedback on the
performance of their designs without application of additional resources and efforts.
Stakeholders

Short term benefits

Owners
x POE helps
Administrators
identify problems
Managers
and solutions in
design and
operation of
buildings within a
year from
substantial
completion
x POE helps test
new building
design concepts
and technology
soon after
application/
installation
x POE is a proactive
approach on part
of facility owners,
managers with
focus on user
needs which,
impress users

Medium term benefits

Long term benefits

x POE is conducted
periodically, therefore
it captures changing
functional needs of
building occupants and
since it involves
occupants, there is
minimum conflict from
users in later stages
x POE tracks flexibility of
building towards
organizational growth
or change
x POE tracks building
performance on a
regular basis, the
information gathered
can be used to justify
large investments
x POE helps maintain
maintenance records
which keeps building
managers informed of
the next scheduled
maintenance.

x POE serves as a
continuousmeasurement and
improvement tool in
facility management
and measure overall
performance of
buildings
x POE, with all the
information that it
can extract over a
period of time may
be used to prepare or
update master plans
for universities
x Improved staffproductivity and
satisfaction
x POE database could
contribute to
generate and
improve planning,
design guidelines and
construction
standards

Table 2.3: Benefits of Post Occupancy Evaluation
(Brooks and Vicar, 2006)

22

Table 2.3 continued: Benefits of Post Occupancy Evaluation
(Brooks and Vicar, 2006)
End users

x POE extracts first x POE generates
x POE generates
hand information
improved attitude and
improved attitude
on specific user
productivity
and productivity
needs
x POE enables users to x POE facilitates
x POE helps
inform managers
periodic
improve space
about building issues
communication
utilization
experienced
between users, and
through feedback
building managers
directly from
users

Project team/
designer

x POE lead to an
x POE becomes a
x POE enables
improved relationship
process of ‘lessons
designers and
between designers,
learnt’ for designers
managers to finetune design and
managers and building
and thus help them
operation of
occupant
build and update
their design library of
substantially
x POE investigates if the
successful or
complete
intent of the design
buildings
unsuccessful features
program was achieved
x This information
x POE enables
as planned by
gathered from POE
designers to
measuring space/
over a period of time
receive first hand
building performance
will enhance
feedback from
using various
users of new
parameters such as
designers knowledge
design concepts
functional
and thus ability to
make more efficient
that may have
performance, indoor
designs
been used in the
environment quality,
renovation of a
health and well-being,
building or work
productivity and
space
satisfaction of
occupants.

2.2.3

Barriers to Conducting Post Occupancy Evaluation
This section flows from the discussion of POE benefits in the previous section.

Since all stakeholders benefit from POE, it becomes difficult to decide who will bear the
responsibility for corrective action and cost of evaluation.

23

Designer’s perspective: In spite of being co-benefactors, there is very little
incentive for designers to bear costs or consider making POE part of the standardized
approach due to the notion that they may be blamed for problems in the building. These
problems may be due to design follies but they may also be due to lack of
communication, maintenance or proper use on the part of the occupants.
Owner/Client’s perspective: The owners may not be in favor of getting their
building evaluated due to the concern that the building value may depreciate if problems
are discovered. This is also followed by the responsibility of having to take corrective
measures which may be costly. Often, owners are also concerned about revelation of
unwanted facts or expression of extreme emotions on part of the occupants during the
evaluation. In a university setting, there are many levels of hierarchy in authority and
decisions may be made by an individual at a higher level but the occupants may consider
the person communicating the decision responsible for their dissatisfaction if it does not
serve their interests.
Facility Manager’s perspective: As for facility managers, they may not be
willing to spend their time, effort and resources to conduct a process unless convinced of
cost-effectiveness and deliverables that will improve performance of the facility and
thereby satisfaction and productivity of occupants.
In the current research study, 90% of the interview responses from university
owners, administrators, managers and architects confirm that they believe POE to be
highly useful in assessment and improvement of building functional and indoor
environment performance.

24

2.2.4

Phases of Post Occupancy Evaluation
The Keys and Wener 1980 study defined that POE can be conducted without

impediment by addressing issues specific to the four phases of POE and helps to
systematically tackle intervention at various levels of organization hierarchy, to avoid
waste of efforts made by evaluator teams to ensure actual application of the process as
planned and to maximize acceptance of recommendations and suggestions for corrective
actions derived from the process amongst all stakeholders. The four phases are presented
in Figure 2.4.
The first phase- “entry into the social system” refers to the researcher’s first
attempt to contact the client organization. Two main issues in this phase are the need for
project-support from all hierarchy levels of client organization and pre-history of POE.
The Keys and Wener 1980 study suggested that higher levels of organizational hierarchy
have a more pronounced control over project initiation as compared to the lower levels
that has subtle control over project execution; especially when there may be a doubt on
management’s motive for allowing or conducting POE. Prehistory of POE refers to the
events that occurred in the organization prior to POE start that have significantly affected
the relationship between the different population groups or levels. The intervention issues
were prevented in this thesis study by participant-involvement and consensus using
thorough communication with all levels of client organization and informing them of the
purpose and process of this evaluation and encouraging all to provide input to make it
most allied and efficient for the entire organization.

25

POE PHASE I- ENTRY INTO ORGANIZATION
PREHISTORY

MULTIPLE LEVELS

POE PHASE II- NEEDS ASSESSMENT AND RESEARCH PLANNING
CULTURAL GAP

REALISTIC GOALS

POE PHASE III- DATA COLLECTION AND ANALYSIS
LOGISTICS

RSEEARCHER HIBERNATION

POE PHASE IV- DATA FEEDBACK
FEELING AMBUSHED

PLANNING TIME

Figure 2.4: Phases of Post Occupancy Evaluation
(Source: Keys and Wener, 1980)
In the second phase- “need assessment and research planning”, project need,
plan of action and project deliverables are decided. The Keys and Wener 1980 study
suggested that POE can be conducted by researchers for organizations to maintain a
nonbiased approach. During the second phase the issue may be the difference between
researcher’s academic setting and client’s organizational setting. This difference is often
client’s lack of knowledge of efforts that go into a POE process. Interviewed subjects or

26

administrators may have suggestions that may have potential for future research but may
not work if all ideas are used in one process. This is because the purpose of POE can vary
based on the desired outcome. At this point, the client must be informed of limitations
associated with time, efforts and resources and thereby set realistic and project specific
goals. Since this is a research study there were no real clients but the researcher kept the
case study organization informed through all phases of the POE process.
The third phase- “data collection and analysis” during which, challenges
experienced may be minimized by making use of a good working relationship with client
organization administrators and staff. Once the data are successfully collected, the
researcher begins analysis. It is during this phase that, “Researcher hibernation” causes
client suspicion which may be avoided by keeping the client organization updated with
the progress of data analysis.
The fourth phase, “Data feedback” is crucial to the researcher’s future
relationship with the client organization and the inter-personnel relationships within the
client organization. The researcher must provide feedback such that when findings are
presented in a group situation, those that are most affected must be informed in advance,
particularly if the findings are negative. This gives everyone time to prepare their
responses for a group presentation. Usually these individuals are authorities at the client
organization and are most vulnerable in a group. Also, there may be those, who are in
positions that can influence the plan of action after the POE. The researcher can increase
the probability that effective action be taken based on POE findings by setting aside
sufficient time for the research findings to be considered by organization authorities.

27

In order to enhance the quality and impact of their POEs, the researcher must
address the various issues through the different phases of the process. In the current thesis
study, the last two phases of POE have been directly considered. The first two phases
were incorporated in an informal manner. The different phases of the current study have
been discussed in detail in chapter three: methodology.

2.2.5

Dimensions of Post Occupancy Evaluation
Three dimensions of POEs were discussed by Zimring and Reizenstein in 1980.

The first dimension discussed was: generality and specificity, refers to the nature of the
POE data collected. For example, a study based on impact of floor-plan configurations on
users is driven by generic data collection, whereas a study based on specific apartment
complex for quadriplegic adults is targeted towards specific settings.
The second dimension discussed by Zimring and Reizenstein in 1980 was:
breadth of focus which refers to the extent of review during an evaluation. The focus of
review can be a single physical characteristic of a single setting versus multiple settings.
It can also be evaluation of holistic systems such as the social and physical workings of a
combination of settings or influence of social trends on the organizational structure that
operates in those settings.
The third dimension discussed by Zimring and Reizenstein in 1980 was: timing
of application which suggested that while some studies can be conducted on a short term
basis to inform design and planning decisions, some may be conducted long term to
develop heuristics and facilitate future planning. Although most POEs have a primary

28

goal, a single study may have multiple goals or multiple studies may have a common
goal.
The current research study focused on the functional and indoor environment
performance of faculty and staff work-spaces in university settings especially for
renovated projects which makes the focus of this POE specific in terms of the first two
dimensions. With regard to the third dimension, this study is intended to assist
universities and provide short and long term benefits. The method used in this study can
be employed to conduct similar studies for other university settings such as classrooms,
libraries, common areas, etc.

2.3.

Post Occupancy Evaluation Factors
As mentioned in chapter one, since 1980s, POE has significantly advanced in

theory, method, strategy and applications, and has become the center of attention and
meeting point for discrete research areas such as, built environment; facility management;
building delivery process, etc (Preiser 1988; Zimring and Rosenheck, 2001; Kooymans
and Haylock, 2006).

This phenomenon led to several studies that identified built

environment characteristics that affect human behavior and comfort. The Keys and
Wener 1980 study outlined the relationship between physical environment, organization
setting of the workplace and staff perception and behavior as shown in Figure 2.5. These
relationships were helpful in determining the POE factors for the current study.

29

Organization:
Strategy
Culture
Corporate Image

Physical Conditions:
Temperature
Light
Noise,
Air quality

Space:
Plan & Layout
Privacy

Ergonomics:
Work Station
Controls

Aesthetics:
Color
Quality

Environmental
Conditions:
Physiology:
Gender & age
Ethnic group

Environmental
Satisfaction

Psychology:
Personality
Expectations
Experience, etc

Job Satisfaction

Intrinsic reward:
Craftsmanship
Pride
Work itself

Environmental
Satisfaction
(Comfort)

Motivation

Extrinsic reward:
Pay
Job Security
Responsibility
Job Skills:
Training
Job Fit
Experience
Goal setting
Figure 2.5: Relationship between Environment Conditions, Occupancy
Satisfaction, Productivity and Motivation
(Source: Keys and Wener, 1980)
Studies by Kincaid (1994), Gonzalez et al. (1997), Bottom et al. (1997) and
Tarricone (1999) identified factors that impact the functional performance and indoor
30

environments in offices which thereby influence staff satisfaction and productivity. These
factors are summarized as follows: aesthetics, temperature, noise, air, space, lighting,
storage, layout and circulation, adjacency of space, privacy, project management process,
equipment areas, teaming areas, meeting spaces, construction quality, accessibility and
user friendliness.
Horgen et al. study in 1996 at the Taubman Building of Harvard University’s
John F. Kennedy School of Government employed two methods: survey questionnaires
and participatory workshops to assess user satisfaction and building performance of
recently occupied and remodeled buildings. The study concluded that user satisfaction
was a strong performance indicator for facilities with regard to environment factors such
as air quality, thermal comfort, heating, ventilation and air conditioning, spatial
arrangements, furnishings and materials used for office interiors.
Since 2000, several other researchers investigated these physical environment
factors such as privacy, lighting, storage, and thermal comfort for their impact on staff
productivity and concluded that good quality built environment, work processes and work
culture has positive influence on staff productivity and satisfaction in organizations
(Leaman, 2003; Bordass & Leaman, 2005; Preiser, 2002; Way & Bordass, 2005;
Kooymans & Haylock, 2006; and, Brooks & Viccar, 2006).
The functional and indoor environment factors identified from the different
studies mentioned in the above paragraphs were used to determine evaluation factors for
this thesis study. The next two sections present the description of each of these functional
and environmental factors.

31

2.3.1

Functional performance evaluation factors
For the purpose of this thesis study, the functional evaluation factors have been

defined with regard to the literature reviewed (Tarricone 1999, Bottom et al. 1997,
Gonzalez 1997, Kincaid 1997, Farrenkopf and Roth 1980, Proceedings of Healthy
Buildings 2006) and the interviews conducted as follows:
1. Office Layout- refers to the placement and orientation of office components such
as furniture, equipment, storage units, reference material, user-seating, etc with
relation to the physical space, such that their design enhances the temperament
and productivity of the office-occupant.
2. Location of Work Space or Office- refers to the placement of a particular work
area or room occupied by an individual in relation to the bigger work area or
room or building occupied by a group of individuals such that they belong to the
same unit or department or organization.
3. Amount of Space- refers to the availability and sufficiency of space due to workspace design for an individual such that they can comfortably conduct their work
responsibilities.
4. Ease of Interaction with Co-workers- refers to that aspect of work-space design
which enables and facilitates office users to socialize to an extent that it benefits
and not hampers their work responsibilities.
5. Privacy- refers to the ability of office users to feel sufficient personal space such
that they can comfortably conduct their work responsibilities and not feel either
too lonely or crowded. This feature has two aspects: visual privacy and sound

32

privacy. Sound privacy seems to be of greater importance for office-occupants
than visual privacy.
6. Office Furniture and Furnishings- refers to the quality, make, design, look and
overall feel of the furniture and furnishings that are present in an individual’s
work-space which influence the temperament and productivity of officeoccupants.
7. Office Equipment- refers to computers, printers, phone, fax, copier or scanner,
etc, which is instrumental in completing the respective work responsibilities of
office-occupants.
8. Accessibility- refers to the ability of office-occupants to easily travel from the
parking to their individual work-space without any obstacles.
9. Access and Ability of Personal Control- refers to the ability and flexibility
given to an individual to control their personal work-space internal environment
aspects such as temperature, humidity, noise-control, light-control, etc. Personal
control over environmental conditions (e.g., thermostat or operable window) has a
significant positive impact on occupant satisfaction. One means of achieving
higher occupant satisfaction would be to provide such control to more occupants.
10. Window Location and View- refers to the presence or absence of an external
window in an individual’s work-space and how it may impact their temperament
and productivity.
11. Renovation Process- refers to the overall process of building renovation, which
includes project phases starting from the program-phase, plan, design,

33

construction, and up to occupancy. This factor includes any and all the good and
bad experiences that office-occupants may have had during any of these phases.
12. Construction Quality- refers to the perceived quality of construction based on
the experience of the office occupants.

2.3.2

Indoor Environment Evaluation Factors
Building occupants are a rich source of information about indoor environmental

quality and its effect on comfort and productivity (Zagreus et.al, 2004). The following
indoor environment evaluation factors have been identified based on the literature
reviewed.
1. Lighting (Menzies & Wherrett, 2004) - refers to the natural and artificial lighting
that is present in an individual work-space. It includes the quality, intensity,
flexibility to adjustment (quantity) available to office-occupants. Daylight levels,
lighting and glare have previously been found to be very important in determining
comfort and productivity in the workplace.
2. Thermal Comfort (Olesen and Brager, 2004) - Thermal comfort is essentially a
subjective response, or state of mind, where a person expresses satisfaction with
the thermal environment. While it may be partially influenced by a variety of
contextual and cultural factors, a person’s sense of thermal comfort is primarily a
result of the body’s heat exchange with the environment. This is influenced by
four parameters that constitute the thermal environment (air temperature, radiant
temperature, humidity and air speed), and two personal parameters (clothing and
activity level, or metabolic rate). People may be dissatisfied due to general (whole

34

body) thermal comfort and/or due to local (partial body) thermal discomfort
parameters (radiant asymmetry, draft, vertical air temperature difference, and
floor surface temperature). Presently, no methods exist for combining the
percentage of unsatisfied people due to various factors to give an accurate
prediction of the total number of people finding the environment unacceptable.
For example, we don’t know if the dissatisfaction resulting from general thermal
discomfort is additive with the percentages of those who are dissatisfied due to
local discomforts, or whether the total dissatisfied may be less than the sum of the
individual percentages (i.e., some people complaining about more than one
particular problem simultaneously).
3. Air Quality (Proceedings of Healthy Buildings 2006) - refers to the indoor air
quality that the university office occupants are subjected to on a daily basis. The
different IAQ aspects identified as perceived by occupants are: “air is stuffy and
stale”; “air is not clean”; “air smelling bad (odors)”. The three most frequently
identified sources of odor are food, carpet or furniture, and other people.
ASHRAE Standard 62.1-2004 defines acceptable air quality as conditions in
which more than 80% of people do not express dissatisfaction.
4. Acoustics (Jensen et al. 2005) - acoustics is an important attribute of commercial
office building design, that noise is probably the most prevalent annoyance source
in offices and can lead to increased stress for occupants. Speech privacy may have
a more significant effect than noise and yet, acoustics in most cases do not receive
the same level of design attention as thermal, ventilation and other architectural
and engineering considerations. The causes and consequences of poor acoustical

35

performance are perhaps not adequately understood by designers and building
owners. It would therefore be valuable to determine from a large population of
office buildings how occupants perceive their acoustical environments, and what
aspects of office building design are influencing these perceptions.

2.4.

Post Occupancy Evaluation: Application
Three significant studies were identified during the literature review, which

discuss the POE process. All these three studies have been jointly helpful towards
development of the POE process followed in the current thesis study. This process is
presented and elaborately discussed in Chapter Six, “Post Occupancy Evaluation
Process”. The next three paragraphs present a discussion of the individual process steps
from the three studies: Preiser 2002, NSW Treasury 2004, and AUDE&HEDQF 2006
followed by a brief discussion of the common steps.
The Preiser 2002 study, as shown in Figure 2.6 identifies 3 phases and 9 subphases in a POE process. The first phase: ‘planning’ involves review for feasibility, and
planning for the resources and the research that may be needed for a particular level of
POE. The second phase: ‘conducting’ starts with collection of data from the evaluation
site which is followed by the analysis of the collected data. The third phase: ‘applying’
involves documentation of the results and suggestion of corrective action based on the
results.

36

Feed forward into
Next building cycle

2
Resource
planning

1
Reconnaissance
& feasibility

3
Research
planning

PLANNING

4
Initiating on-site
data collection
process

9
Reviewing
outcome

CONDUCTING

APPLYING

8
[Type a quote from the
Recommending
document or the summary of
actions
6
an interesting point. You can
7
positionReportingbox Analyzing data
the text
anywhere
findings Use the Text
in the document.

5
Monitoring,
managing data
collection
procedures

Box Tools tab to change the
formatting of the pull quote
text box.]
Indicative level of POE
Investigative level of POE
Diagnostic level of POE

Figure 2.6: Phases of POE
(Source: Preiser, 2002)
The NSW Treasury 2004 study outlined a PIR (post implementation
review) process that consists of seven steps as shown in Figure 2.7. The first step is to
establish the objective and structure of the review which lays the grounds for the

37

following steps: further research, resource allocation, and evaluation framework
development. Once the framework is ready, the next steps are to collect data, conduct
analysis and comparison of data, identify major issues, report findings, and finally
provide findings to generate feedback.

STEP 1

STEP 2

STEP 3

STEP 4

STEP 5

STEP 6

STEP 7

• Define review objective and structure

• Undertake background research

• Alocate resources and determine evaluation framework

• Collect field data

• Analyze and Compare Data

• Identify major issues and findings

• Link findings to feedback mechanism

Figure 2.7: Post Implementation Review Process
(Source: New South Wales Treasury, 2004)
The AUDE & HEDQF 2006 study laid out a seven step process similar to the
NSW Treasury 2004 PIR process as shown in Figure 2.8. The first step is to identify the
need and the probable aspects for the evaluation. The second step is to identify which
issues the evaluation must address and whether it will be carried out internally or by
external consultant. The third step is to succinctly define the purpose of the POE and how
it is to be achieved. The fourth step is to select approaches that will meet your needs. The
fifth step is to distribute and collect survey questionnaires, carry out interviews, meetings
38

and observations. The sixth step is to prepare a report containing feedback from findings.
The last step is to develop an action plan in response to POE results, which will feed
information into university policies and into future projects.

IDENTIFY POE STRATEGY

DECIDE POE APPROACH

PREPARE POE BRIEF

PLAN POE (If in-house)

CONDUCT POE

PREPARE REPORT

ACTION IN RESPONSE TO POE

Figure 2.8: POE Process Overview
(Source: AUDE and HEDQF, 2006)
The above mentioned three processes can be summarized in the following
common steps: review feasibility, plan process, identify level of effort, allocate resources,
collect data, analyze data, report findings, and recommend corrective actions. These steps
were salient in the development of the applied POE process in the current study.

2.5.

Post Occupancy Evaluation Instruments
Two studies: Brooks and Viccars, 2006 and AUDE 2006 compared

existing POE instruments to outline their advantages, disadvantages, most suitable timing
of application, suitable scope, usefulness, and level. The findings of the two studies are

39

presented in Tables 2.4, 2.5, and 2.6. Partial information in these tables is employed in
the current study and is indicated in bold.

METHODS

ADVANTAGES

DISADVANTAGES

USEz in
POE

COMMENTS

Walkthrough
survey

Cheap and
simple

Can be too judgmental
and subjective

Yes

Essential for
technological
review of
systems

Diary
Analysis

Detailed data
over time

Hard to administer.
Respondent’s response
flags. Data intensive

Only if no
other
alternative

Focus
Group

Cost effective;
Picks up details
left out by
questionnaires

Needs skilled facilitator

Yes

Especially for
design team
review

Individual
interviews

Excellent for
senior
management

Time consuming.
Needs skilled
interviewer. Notetaking burdensome

Yes

Essential for
detail

Plan and
analysis

Excellent data
source

Information overload

Yes

Supplied
Data

Can be a cheap
source of data

Can be in poor form or
imprecise or hard to
interpret without help

Yes

Monitored
Data

Accurate.
Quantitative

Cost. Sampling
methods

Unknown

Surveys

Comprehensive
coverage.
Quantitative
and Qualitative

Tend to miss out fine
points and context

Yes

Good for
energy data

Essential for
base data. Also
extremely
useful to
involve as
many people
as possible

Table 2.4: Comparison of POE Methods (Brooks and Vicar, 2006)

40

The Brooks and Viccar 2006 study also presented various questionnaire types and
their use in POEs as shown in table 2.4. The second and the third column show the
number of questions and number of pages of the questionnaire respectively.

SECTION HEADINGS

NHS TOOLKIT:
1. Use
2. Access
3. Space
4. Character and innovation
5. Citizen satisfaction
6. Internal environment
7. Urban and social
integration
8. Performance
9. Engineering
10. Construction
DESIGN QUALITY INDEX
QUESTIONNAIRE:
1. Use
2. Access
3. Space
4. Performance
5. Engineering
6. Construction
7. Character and innovation
8. Form and materials
9. Internal environment
10. Urban and social
integration

No.
of
Qs.

65

97

Pg.
Nos.

RESPONSE
CATEGORIES

CRITIQUE

12

1:Very poor/
disagree/
to
6: Excellent/
agree

Specific to NHS
buildings. Many
sections are
relevant to
occupancy comfort.
Lack of comparable
questionnaires
available without
cost implications

10

‘Strongly
disagree’
to
‘strongly agree’
with six possible
responses
and
two additional
response of
‘do not know’
and
‘not applicable’

No midpoint
answer available.
Many questions are
not relevant to this
study (e.g.
construction
process). Too
onerous for the
respondent- low
rate of return
predicted

Table 2.5: Comparison of POE Questionnaires (Brooks and Vicar, 2006)

41

Table 2.5 continued: Comparison of POE Questionnaires (Brooks and Vicar,
2006)

BUS QUESTIONNAIRE:
1. Background
2. Building overall
3. Personal control
4. Quickness of response
5. Response to problems
6. Comfort
7. Noise
8. Lighting
9. Overall comfort
10. Productivity
11. Health
12. Personal work space
13. Travel to work

66

2

7 tier answer
scheme,
each with its own
parameters,
which is based
upon the Bedford
scale (e.g. for
temperature: 1uncomfortable to
7-comfortable

May come across as
ambiguous, as tiers
are not described.
Interpretation could
be 2 or 3 as slightly
uncomfortable, or
respondents could
interpret the
midpoint no. 4 as
slightly
uncomfortable.
Rating answer
scheme allows for a
richer response
than a simple yes/
no scheme

The AUDE 2006 study compared various POE instruments and their application
and usefulness as shown below. Methods adapted from this study into the current thesis
study are indicated in bold in the table 2.6 below:
FORMAT &TECHNIQUES

FOCUS

TIME

POINT OF
APPLICATION

DE MONTFORT METHOD
1. Forum
2. Building walk-through

Process review;
Functional
performance

1 day

1 year after
occupation

DQI METHOD
(Design quality indicators)
1. Questionnaires

Functionality;
Building quality
and impact

20-30 minutes
for web-based
questionnaires

Design stage
after
completion

OVERALL LIKING SCORE
METHOD (7 point scale)
1. Paper-based surveys
2. Web-based surveys

Diagnostic
evaluation

10 minutes for
each occupant

12 months
after
occupation

Table 2.6: Comparison of POE Methods (AUDE and HEDQF, 2006)

42

Table 2.6 continued: Comparison of POE Methods
(AUDE and HEDQF, 2006)
FORMAT &TECHNIQUES

FOCUS

TIME

POINT OF
APPLICATION

PROBE
1. Questionnaires
2. Focus groups
3. Visual surveys
4. Environment
performance systems
5. Energy assessment

User satisfaction/
occupant survey;
Productivity;
Systems
performance;
Development of
benchmark

Overall
process time
varies from 2
days to about
2 months

12 months

BUS OCCUPANT SURVEY
1. Building walk-through
2. Questionnaire backed up
by focus groups

Occupant
satisfaction;
Productivity

10-15 minutes
for 1
questionnaire

After 12 months

ENERGY ASSESSMENT &
REPORTING
1. Energy use survey
2. Data collection from
energy bills

Energy use and
savings
assessment

Full
assessment up
to 1 person
week

Once building is
completed

LESSONS LEARNT
1. Facilitated group
2. Discussions or interviews

Learn from
experience of
project team

Single seminar
to continuous
evaluation

Can be used
before, during
and after project
as foresight,
insight and
hindsight
reviews

Generally, the instrument used in a POE may be more or less effective based on
the focus and aspects of the review being conducted by universities (AUDE and HEDQF,
2006). The different review types identified by the AUDE & HEDQF 2006 study are
summarized below in Table 2.7:

43

Operational Review
Timing of
3-6 months
application
Main focus

x Process of
delivering the
project from
inception to
occupation of the
building

Project Review

Strategic Review

9-18 months

3-5 years

x Performance evaluation x An organizational
for specific areas/
change and
functions
building
response
x Functional and technical
performance evaluation
x Identification of
adjustments/
corrections needed to
School of Planning
Design and Construction
and its systems
x Determination of cost in
use

Use of
Process review- feed
information into future projects
Building reviewprepare to make
changes in existing
plan

To make adjustments to
To feed into future
existing buildings and feed project planning
into future project planning and operations
and operations

POE level

Investigative/ diagnostic

Indicative

Investigative

Table 2.7: Types of Reviews (AUDE and HEDQF, 2006)

The current thesis study focused on project review to assess functional and indoor
environment performance of renovated work-spaces in university settings such that the
information obtained is useful to plan similar renovations in a more efficient manner and
occupants are more satisfied.
The Brooks and Viccar 2006 study and the AUDE and HEDQF 2006 study
indicated that occupant surveys were extremely useful to capture occupant perception in
terms of building performance, their productivity and satisfaction. Therefore, for this
thesis interviews were conducted to obtain insight from university owners,
44

administrators, managers and designers; following which, survey questionnaires were
developed to assess occupant satisfaction for offices in university settings with regard to
functional and indoor environment performance.

2.6.

Significant POE Studies using Survey Questionnaires
Among several reviews, the following were identified to be of great significance

to this study:
1. Berkley’s Center for the Built Environment research on indoor environment
quality (http://www.cbe.berkeley.edu/research/research_ieq.htm, 2008)
2. AUDE and HEDQF (Association of University Directors of Estates and Higher
Education Design Quality Forum, 2006): A Guide for Post Occupancy
Evaluation. (http://www.aude.ac.uk/home, 2008).
3. CABE (Commission for Architecture and the Built Environment, 2005). Design
with Distinction: The Value of Good Building Design in Higher Education.
(www.cabe.org.uk, 2009)
4. The Center for Sustainable Building Research in the College of Architecture and
Landscape Architecture at University of Minnesota: Post Occupancy Evaluation
of Carver County Public Works Facility for the Solid Waste Management
Coordinating Board (2004).
5. Levermore G. J. and Leventis M. (1997): Occupant feedback using a
questionnaire rating the liking and importance of up to 24 factors, Clima 2000
Conference.

45

These studies were useful in identification and comparison of commonalities and
differences of POE factors, methods, and questionnaires. The content, structure, format,
and composition of these questionnaires and the information were salient in the
development of the trial POE survey for the current thesis study. Copies of these
instruments are attached in Appendix D.

Center for the Built Environment, 2008
In 1997 a group of industry and government leaders teamed up with faculty and
researchers at the University of California, Berkeley to address these challenges. This
effort led to the creation of the Center for the Built Environment (CBE), a collaborative
research organization serving a consortium of firms and organizations committed to
improving the performance of commercial buildings. The Center for the Built
Environment (CBE) operates under the National Science Foundation (NSF)
Industry/University Cooperative Research Center (I/UCRC) program. CBE’s mission is
to improve the design, operation, and environmental quality of buildings by providing
timely, unbiased information on building technologies and design techniques.
The visual format and design of the trial POE questionnaire used in the current
thesis study is similar to that used in the CBE study since it has already been widely
accepted and used. A snapshot of the survey is presented in Figure 2.9.

46

Figure 2.9: Snapshot of CBE Web-based Survey, 2009
(http://www.cbesurvey.org/CBESurvey/Instrument1003/officelayout.asp?locale=en_US&LID=1&PN=offi
celayout.asp&SID=1003&IID=1003&PID=4&NP=20&UID=570129&PL=x11110001101010101011&Stat
us=1&pmode=undefined&yScale=undefined)

Guide to Post Occupancy Evaluation, HEFCE and AUDE, 2006
Findings from the HEFCE and AUDE, 2006 study have been referred to
throughout this thesis and especially in chapters 2 and 3. A snapshot of the survey is
presented in Figure 2.10 below. A full version of the survey is included in the appendix.

47

Figure 2.10: Snapshot of Occupant Survey in Guide to POE, HEFCE and
AUDE, 2006

CABE 2005 study
The overall aim of the CABE 2005 study was to assess whether links exist
between new, well-designed buildings and the recruitment and retention of students, staff
and quality of teaching, research and other outcomes. In addressing the aim of the study,
a number of key research questions were posed, namely: What features of buildings
influence recruitment, morale and retention and performance of staff and students? Are
staff and students satisfied with the quality and functionality of their buildings and
associated facilities, and do they equate good quality with better performance? In this
study, 51% of the features identified as being influential in recruiting staff could be
classified as cosmetic and environmental. This included cleanliness, a feeling of space,

48

having a well-lit foyer and reception area, a minimalist appearance, or light and bright
working areas.
In addition, 40 per cent of the features identified by staff as potentially
influencing their choice of university could be classified as structural or functional. These
included lecturing and teaching rooms, automatic doors, computer terraces, internal
layout and design, whether or not the building was aesthetically pleasing, and the overall
shape and structure of the building.
The remaining nine per cent of the features identified by staff were classified as
situational. These related to the proximity of the building to the city centre, and the
proximity to other major university buildings, as well as accessibility to main transport
routes and links. Additional comments from staff also illustrated the importance of
specific building features when people choose a place of employment. In addition, some
staff identified features that might have a negative influence on their choice of
employment. These included a bad use of space, noisy buildings, and buildings that look
unattractive.

CSBR 2004 study
The Center for Sustainable Building Research, College of Architecture and
Landscape Architecture, University of Minnesota in December 2004 conducted a POE of
Carver County Public Works Facility and prepared a report for the Solid Waste
Management Coordinating Board. A snapshot of the CSBR survey is presented in Figure
2.11 below. A full version of the survey is included in the appendix.

49

Figure 2.11: Snapshot of Occupant Survey Form, SWMCB POE: Carver
County Public Works Department (Source: CSBR 2004)

Levermore and Leventis, 1997
A study by Levermore and Leventis conducted in 1997 was reviewed to acquire
more information and support rationale for the chosen POE factors. The factors identified
by Levermore and Leventis were: “noise level, electric lighting, daylight, glare level in
the room, office temperature, ventilation, draught level, freshness of your room,
humidity, smell in the building, colors of the room, attractiveness of the room, control
you have over your local environment, your privacy in the room, outward appearance of
your building, your distance away from the window”.

Menzies and Wherrett, 2004
Menzies and Wherrett conducted post occupancy evaluations of four buildings in
2004 using survey questionnaires administered to building occupants. Their study

50

focused on windows in buildings and contended that “windows are responsible for a
disproportionate amount of unwanted heat gain and heat loss between buildings and
environment”. The questionnaire had three sections and included (1) personal
information, such as age and gender; (2) room information including the proximity of the
nearest window to the occupant; and (3) occupant satisfaction with regard to thermal
comfort, acoustic comfort, window controllability, and lighting. As indicated in the study
conducted by Menzies and Wherrett in 2004, location and access to a personal window
had an impact on building occupant satisfaction. Therefore a question about window
location and access was included in the POE survey developed for this thesis study and a
similar structure of sections and sub-sections was patterned after those used by Menzies
and Wherrett study.

2.7.

Chapter Summary
This chapter presented the summary of the literature reviewed for this study,

which was divided in three sections as shown earlier in Figure 2.1. The first section,
‘Section 2.2: Post Occupancy Evaluation’ discussed the fundamentals of POE. The
second section 2.3- ‘post occupancy evaluation factors’ presented the different functional
and indoor environment evaluation factors found in literature and its relation to
workplace productivity and occupant satisfaction, which helped to identify the evaluation
factors for this study. The third section 2.4- ‘post occupancy evaluation: application’
presented significant POE studies found in literature that include post occupancy
evaluation. This was used to identify the evaluation aspects and questions and to identify

51

the successes and failures of each methodology and derive insight that minimized
obstacles and challenges, which may have been experienced in this study otherwise.

52

CHAPTER 3
METHODOLOGY

3.1.

Chapter Overview
This chapter presents a discussion of the research methodology, which consists of

four phases and sixteen detailed steps. First, the four phases of the study are explained
generally, and then each phase and step is described in detail. Figure 3.1 presents an
overview of the research methodology. Figures 3.2, 3.3, 3.4, and 3.5 present the various
detailed steps to be followed in each phase to achieve the research goal and objectives.
PHASE 1
LITERATURE REVIEW
RESEARCH PROJECT ESTABLISHMENT
PHASE 2
INTERVIEWS
DATA COLLECTION AND THE
DEVELOPMENT OF THE INITIAL POE
SURVEY QUESTIONNAIRE
PHASE 3
SURVEYS
DATA COLLECTION AND POST OCCUPANCY
EVALUATION
PHASE 4
ANALYSIS
THE DEVELOPMENT OF THE FINAL POE
SURVEY QUESTIONNAIRE
Figure 3.1: Overview of the Research Methodology

53

This chapter is divided into seven sections that present the chapter overview, the
methodology overview, the four phases of this study, and the chapter summary. Each
section is further divided into sub-sections that discuss the detailed steps and focal
aspects of each phase in the study.

3.2.

Overall Methodology

As shown in Figure 3.2, during the first phase, literature review was conducted to
determine the significance for a study such as this. Then, the research project was defined
in terms of its goal and objectives, scope and limitations, and deliverables. Next, existing
literature was reviewed thoroughly with regard to post occupancy evaluation studies in
order to identify functional and indoor environmental aspects that impact occupant
satisfaction in university office environments, and to review existing evaluation (data
collection) methods. The details of the literature review are discussed in Chapter 2. It was
found from the comparison of similar studies that POE surveys were appropriate in
determining building-user perception and satisfaction with regard to their personal work

Detail literature
review

STEP 4

STEP 3

Preminary
literature
review

STEP 2

STEP 1

space performance.

Identification of
POE factors and
methods

+
Research
project
establishment

Figure 3.2: Phase 1 Overview

54

Interview
questionnaire
+
POE process
map

However, the literature was not sufficient enough in determining the university
environment specific evaluation factors, such as preferences and requirements of users
(staff and faculty). The information from the literature review was extremely helpful in
accumulating a set of evaluation factors and methods which further led to the
development of an interview questionnaire.
Once the interview questionnaire was complete and approved by the university,
Michigan State University owners, administrators, managers, and designers were
contacted. This was the onset of Phase two. Among 25 individuals contacted, eight
agreed to participate and were interviewed. The interviews were exploratory and the
purpose of them was to gain insight from experienced university administrators, owners,
designers, and managers who are regularly involved with design, construction, and the
operation of facilities. The interview responses were recorded and analyzed qualitatively.

University
Approval

Interviews

STEP 8

STEP 7

STEP 6

STEP 5

Figure 3.3 presents an overview of Phase two.

Analysis

POE Survey
Questionnaire
+
POE process

Figure 3.3: Phase 2 Overview
The interviews were a way to capture the perceptions of university providers
about

POE.

The

idea

was

to

later

map/speculate/investigate

the

acquired

occupant/university user perceptions of POE for consistency with that of the providers.

55

The interview findings were fundamental to the development of the POE survey and the
POE process. The initial POE survey and the process are presented in section 3.5.
This led to Phase three, which is most significant in this study. As shown in
Figure 3.4, once the POE survey questionnaire was ready, it was reviewed for fine-tuning
by a group of university personnel recommended by the Michigan State University
Assistant Vice President of Finance and Operations. This group consisted of university
facility owners, administrators, managers, designers, and occupants, who belonged to
various offices that design, build, and maintain buildings on campus. A second review
was conducted with a smaller group of university administrators. Following this,
modifications were made to the POE survey questionnaire, and it was ready for

Distribution
and collection
of POE surveys

Record, arrange
and clean data

STEP 12

STEP 11

Reviews of POE
survey
questionnaire

STEP 10

STEP 9

evaluation.

Data analysis

Figure 3.4: Phase 3 Overview
In the meantime, two university renovated projects were selected as case studies
to test the trial POE survey: the School of Planning Design and Construction and the
Spartan Way. The trial survey was delivered to both building occupants in three days.
Building occupants were requested to return the completed survey within seven days.
Survey responses were then recorded and analyzed. The method of data collection and
analysis is described later in section 3.5. The data and analysis are discussed in Chapter
Four.

56

As shown in Figure 3.5, the final POE survey questionnaire was developed during
the last phase. The findings from the data analysis were divided into two categories:
building specific and survey specific. Building specific findings were a result of analysis
of responses to sections one, two, and three in the survey and survey specific findings

Final POE
survey
questionnaire

STEP 16

Conclude for
revisions and
modifications
to the POE
survey

STEP 15

Report building
and survey
specific findings

STEP 14

STEP 13

were a result of analysis of responses to section four in the survey.

Convert to
web-based
format

Figure 3.5: Phase 4 Overview
Researcher’s Learning:
The researcher learned from the responses to the survey feedback section that a
web-based survey format was preferred over a paper-based format as used in this current
study to gather responses, especially if a large population was under consideration. A
paper-based format, although preferred by many office users who work mostly on
computers, was only beneficial when a smaller sample was being evaluated for
satisfaction. The survey feedback responses also indicated that the use of a web-based
format could also reduce the efforts of the evaluators which could instead be well-spent
making an analysis and recommendations towards corrective actions. This would also
facilitate the creation of a database and it’s integration with a larger database system that
would store and use data from all buildings on campus and would be useful in tracking

57

previous problems encountered, corrective actions taken, their supporting rationale, and
final effects.

3.3.

Research Project Establishment
The first phase consisted of four steps as shown earlier in Figure 3.2. The

deliverables from this phase were the interview questionnaire and the POE process. Once
the research project was defined, literature was reviewed in detail to develop an idea of
the-state-of-the-art information about existing POE factors and methods.

3.4.

Literature Review: Identification of Evaluation Factors and POE Methods
Literature written between the 1980s and 2008 was reviewed to identify the

factors that impact functional and indoor environmental performance and to locate
significant POE factors and methods that exist. Several studies were reviewed for this
purpose. Five significant studies were found, whose findings are summarized in Chapter
two- literature review. The POE instruments found in the literature were reviewed and
compared to establish a set of interview questions. Additional questions were formulated
from interviews, with input from the rest of the research team and selective university
administrators (who were involved in the research project establishment phase).
Interviews were conducted in order to investigate consistency with the findings of the
literature in a present day context for large universities and are discussed in the following
section.

58

3.5.

Interviews
The purpose of the interviews was to obtain exploratory information and the

valuable insight of experienced professionals about aspects that they consider salient for
building performance evaluation, as well as aspects that provide measures of building
occupant satisfaction level for renovation projects in universities. The interviews also
helped to obtain insight from university personnel about the kind of POE instruments that
are preferred and the answers to other research questions such as: how useful POE is
from the perception of university owners, administrators, managers, and designers; what
cost should be associated with POE; and how reliable building occupants are as a source
of data for POE.
The interview questionnaire was divided into three sections: evaluation processes,
evaluation aspects, and POE. The first section, “evaluation processes”, explored if the
focal university had established post-construction or post-occupancy evaluation processes
for buildings. Why aren’t there processes? What are the barriers? But if there are
processes established by the organization, then, is it a standardized process? How is the
information used, and what resources are required? The second section, “evaluation
aspects”, sought the opinion of interviewees with regard to functional, technical, and
indoor environmental aspects that must be included in the assessment of user satisfaction
and building performance. The third section is specifically on “post occupancy
evaluation”, which sought the insight and opinion of facility owners, managers, and
designers with regard to the value of POE, its uniqueness of role in facility performance
measurement, POE instruments, and costs. The interview questionnaire is discussed in
detail along with the responses in Chapter Four (Section 4.2).

59

The interview questionnaire was subjected to the Michigan State University
Institutional Review Board to obtain permission to interview university personnel. On
receiving approval, approximately 25 university professionals involved directly with the
facility design, operations, and construction project delivery at Michigan State University
were contacted, and those willing to participate were interviewed. Each of these
interviews took about 30-45 minutes. Personnel who did not respond were contacted
again, and after a third attempt, interviews were closed for analysis.
The interview responses were first typed verbatim for qualitative analysis of
perception and then responses were coded to facilitate quantitative analysis to determine
preferred evaluation factors. Evaluation factors determined from the analysis were
included in the POE survey along with those from the literature review. The interview
analysis is discussed in detail in Chapter four: data collection and analysis (Section 4.3).
The interviews were also helpful in determining the interviewees’ views on the reliability
of building occupants’ perceptions towards building performance evaluation. The
interview responses were analyzed to obtain information about who should conduct a
POE, analyze, report findings, arrange for corrective measures, determine the acceptable
costs, and decide the formats and resources that are most effective in reporting the results.
The interview findings represented the perceptions of the university personnel and their
expectations from POE.

Selection of Interview Participants
Based on the research project scope and literature review, it was concluded that
interviews of university personnel would be helpful in obtaining their insight and

60

understanding their perceptions, needs, and expectations with regard to POE. Therefore,
the Michigan State University Office of Vice President for Finance and Operations was
contacted for approval to interview university personnel who are closely involved with
day-to-day design, maintenance, and operation of facilities.

Confidentiality of Interviewees
The identities of interview participants have been, and will be, kept confidential.
The personnel contacted for interviews were informed about the project using a
participant consent form, a copy of which is attached in Appendix A of this document.

3.6.

The Development of the Initial POE Survey Questionnaire
The POE questionnaire included questions that resulted from the literature review

and the interview analysis. First, various POE studies were compared to determine a
comprehensive list of factors and then to determine a comprehensive list of questions
related to those factors. The findings of previous studies are discussed in Chapter Two.
Second, the interview responses were reviewed for insights about the development of the
POE survey. The interview analysis is presented in Chapter Four. This resulted in a total
list of evaluation factors and questions that were sorted in categories: functional
performance and Indoor environmental performance. Each category further contains
numerous sets of questions, and each set includes about two to three questions that
addressed a particular evaluation factor.

61

3.7.

POE Survey Review and University Approval
The interview responses and literature review findings indicated that a survey

would be the most appropriate option to assess occupant satisfaction. The evaluation
factors determined from literature review and interview analysis were incorporated in the
POE survey questionnaire. This phase was critical and salient in giving direction to the
remaining phases of this thesis study.
The first draft of the POE survey was prepared and mailed to Michigan State
University administrators for review. The survey was then modified and sent to the Vice
President’s office to request final approval for distribution. The survey was then also
submitted to the University Institutional Review Board for approval. This review is
required in order to ensure research participants’ protection. After approval of the
research, facility administrators were requested to provide contact information of
building occupants who occupied office spaces. The surveys were then delivered to
occupants in two buildings on Michigan State University campus; including, the School
of Planning Design and Construction and Spartan Way.

3.8.

Distribution and Collection of POE Surveys
The survey was distributed to 50 occupants in the School of Planning Design and

Construction (SPDC) and 120 occupants in Spartan Way (SW). The respondents were
informed about project details and the protection of their rights by a participant consent
form attached to the distributed surveys. Respondents were requested to return completed
surveys within seven days in a collection box that was placed in their mailrooms. Nonrespondents were sent reminders and were requested to respond in additional seven days;

62

following which, the survey collection was closed for analysis. The survey distribution
was first conducted in the SPDC, where it was hand-delivered to the occupants. Though
this method of distribution was very effective, it was very time consuming and not an
efficient process. This experience was accepted as a “lesson learned” from the project.
For next distribution for SW, the surveys were delivered to the respective mail boxes of
occupants. The surveys were collected back in the same way from both facilities. The
surveys were coded by random unique numbers which were assigned to each occupant in
order to track responses and track data.

3.9.

Description of the Pre-final POE Survey
The survey was comprised of four sections. The first section focused on the

functional aspects of a building, the second section focused on the indoor environmental
aspects of a building, the third section focused on the general information of building
occupants, and the last section focused on the feedback about the overall survey. For
reference, a copy of the survey is attached in Appendix B. The primary objective of the
initial POE survey in this study was to receive feedback with regard to the survey itself;
the secondary objective was to assess occupant satisfaction in these two buildings.
Therefore, a survey feedback section to receive feedback was presented after the
satisfaction assessment sections. Although the arrangement of the sections may continue
to be the same in the final survey, the primary objective of the final POE survey would be
to assess satisfaction and to gather survey feedback. A detailed discussion of the trial
questionnaire is presented in the subsections 3.9.1 to 3.9.4.

63

3.9.1

Functional Performance
The Functional Performance section has a total of 38 questions, which relate to

sixteen functional aspects that directly or indirectly impact the satisfaction of occupants.
Questions 1-11 and 17-29 are related to the physical and visible aspects of space.
These aspects are as follows: office layout, location of workspace, amount of space for
work and storage, office furniture, office furnishing, office equipment, accessibility to
personal workspace from entrance, ability of personal control, and the window location
and view. Evidence was found in the literature and from the analysis of interviews in this
study that these factors greatly impact occupant satisfaction (Kooymans and Haylock
2008; Horgen et al. 1997; Gonzalez et al. 1997). The satisfaction rating of items on a
seven point-likert scale was further expanded using open-ended questions that inquired
about changes occupants would recommend if they were dissatisfied.
Questions 12-16 were related to the aspects that impact occupants’ psychological
satisfaction with the functionality of building design. Questions 12 and 13 inquired how
easy it was for staff and faculty to interact with their co-workers, where Question 13 was
open-ended and inquired about changes occupants would recommend if they were
dissatisfied. It was found in the literature that occasional interaction with co-workers
facilitates essential communication also provides a break from the tedious and routine
work hours (CABE 2005). It was concluded from the surveys that average staff-workhours varied from 35-40 hours per week and faculty-work-hours varied from 15-60 hours
per week.

64

Questions 14-16 investigated how satisfied occupants were with their privacy
(overall and visual). Question 16, which was open-ended, enquired about the changes that
occupants would recommend if they were dissatisfied with their privacy.
The two major types of questions that were used in the survey are demonstrated in
Figures 3.6 and 3.7, which focus on satisfaction and yes/no questions.

Figure 3.6: Structure of ‘Satisfaction’ and ‘Open-ended’ Questions

Figure 3.7: Structure of “Yes-No” Questions

65

3.9.2

Indoor Environmental Performance
The indoor environment section had 22 questions. Most questions in this section

were “satisfaction questions” based on indoor environmental aspects that directly or
indirectly impacted satisfaction and work performance of building occupants.
Questions 39-60 assesses how satisfied or dissatisfied occupants felt with regard
to the lighting, thermal comfort, air quality, and acoustic comfort of their personal
workspace.
Questions 39-43 were grouped under the “lighting” category and focused on:
natural lighting, artificial lighting, visual comfort, and overall comfort. Question 43 was a
question that needed an open-ended response from occupants with regard to what they
would change about the lighting of their personal workspace if they were dissatisfied.
Questions 44-48 were grouped under the “thermal comfort” category and focused
on: temperature, humidity, ventilation, and overall thermal comfort. Question 48 is an
open-ended question which asked occupants what they would change about the thermal
comfort of their personal workspace if they were dissatisfied.
Questions 49-51 were grouped under the “air quality” category. Question 51 was
a question that needed an open-ended response from occupants with regard to the
changes they would recommend to enhance the air quality of their personal workspace if
they were dissatisfied.
Questions 52-54 were grouped under the “acoustic” category. Question 54 was a
question that required an open-ended response from occupants with regard to their level
of satisfaction with the acoustic quality of their personal workspace.

66

Questions 55 and 56 inquired if occupants considered that the overall indoor
environment of their workspace would have an impact on their work performance and
productivity and, if they agreed, what was the extent of the impact?
Questions 57-60 asked if any new technology had been implemented in the
personal workspace of building occupants, and if yes, how satisfied they were with it.

3.9.3

Participant information
This section had nine questions, which gathered information about respondents

and included the following: demography, length of time that they have been working in
their current personal workspace, number of hours that they would work per week, and a
description of their workspace and activities. The purpose of this section was to
understand the population characteristics of the people who occupy university office
spaces, the kinds of activities they performed, and the evaluation factors that impacted
their satisfaction.

3.9.4

Survey Feedback
This section in the survey had eleven questions that solicited user input about the

survey. Question one asked for the amount of time taken by a respondent to complete the
survey. The purpose of this question was to determine the average and maximum time
taken by respondents to complete the survey, and to see if it was necessary to modify the
survey such that the time for survey completion was minimized while the depth of
satisfaction assessment was maximized.

67

Question two to five directly inquired about the format and structure of the
survey. For example, questioned if the respondents were satisfied with the survey format,
appropriateness of questions, the balance of closed versus open-ended questions and, the
method of interaction preferred in future. Questions

six

inquired

about

occupants’

preference between participation in focus groups of adjacent workspace occupants and
surveys. Question seven asked, “To what extent did the survey cover aspects that the
respondent would like to comment upon about their office?” Questions eight to eleven
gathered occupants’ opinion with regard to the additional factors and questions that must
be included in the POE survey to achieve its primary objective.

3.10.

Data Recording and Arrangement
The survey responses were recorded verbatim in Excel spreadsheets and then

analyzed based on the range and pattern of responses. The data collected with the help of
the POE survey was recorded and organized in Excel spreadsheets in numeric code and in
an open-ended format to facilitate a quantitative and qualitative analysis of data.

3.11.

Data Analysis
The surveys received from the SPDC and SW were first analyzed separately to

understand how each building performs for its users; and then the responses were
summarized to develop conclusions with regard to the evaluation factors and to help
develop additional questions from the survey open-ended responses. The survey findings
from both of the buildings were presented in two categories: building performance and
survey feedback.

68

The building performance results were directly related to the POE of the building
itself and the survey feedback was related to the occupant responses specific to the survey
itself. The survey feedback results were the focus of the analysis in this thesis study.
Next, the building performance results and the survey feedback results were combined to
develop overall conclusions with regard to individual buildings. The findings from
individual buildings were then merged again to develop final conclusions with regard to
the survey modifications based on the commonalities, differences, and speculations of
this study. The overall conclusions for the survey were useful in making changes to the
trial POE survey to develop the final version. The overall data analysis is discussed in
detail in Chapters Four and Five.

3.12.

Chapter Summary
Chapter 3 presented a detailed discussion of the methodology followed to

accomplish the research goal and objectives, and how the data collection tools were
developed, how the data was collected and analyzed. Chapter Four, Data Collection and
Analysis, discusses the data collection tools developed in this study, the data collected
and analyzed, and the findings.

69

CHAPTER 4
DATA COLLECTION AND ANALYSIS

4.1

Chapter Overview
This chapter presents a detailed discussion of the data collected and analyzed

during this study which includes interviews, surveys, analysis, and conclusions. First, the
interview and related analysis are presented. Next, the post occupancy evaluation is
explained separately for both buildings: the S.P.D.C. and the Spartan Way. Then, the
survey specific findings from both buildings are presented together to determine the
commonalities, differences, and uniqueness of responses. Following this, the overall
analysis and conclusions are presented.

4.2

Interviews
As mentioned in Chapter 3: Methodology, the purpose of the interviews was to

obtain exploratory information and valuable insights from experienced university
professionals with regard to a POE. Though it was not a conscious attempt, it was later
realized that interviewing the university providers and surveying the university users
made the study more holistic, since the researcher was able to acquire perceptions from
both administrators and users. The questionnaire had three sections consisting of 26
questions. The purpose of each section in the questionnaire was explained earlier Chapter
3 (Section 3.5). The interviewer gathered responses with regard to the presence or
absence of a POE process within the university. If such a process was absent, what were
barriers? What measures could be taken to ensure sufficiency of resources? What

70

evaluation factors should be considered? What kind of questions should be asked of the
building occupants? When should a POE be conducted and how often? How useful and
accurate were occupants as a source of information about building performance? What
could be the benefits from a POE? What should be the basis for POEs? What POE
measures could be effective in evaluating building performance? What percentage of the
overall project budget should be reserved for a POE? The response to the above
mentioned questions are discussed in the following section.

4.2.1

Analysis of Interview Responses
The interview responses were recorded verbatim in adjacent columns in Microsoft

Excel spreadsheets as shown in the snapshot below in Figure 4.1 for comparative
qualitative analysis.

Figure 4.1: Snapshot of Interview Record Spreadsheet
71

The interview responses were analyzed as free flowing text using the methods:
key-word-in-context and word count to identify patterns of ideas and opinions in the body
of responses to open-ended questions (Denzin and Lincoln 2005). Additionally, several
lists were extracted from the review of responses (for example: list of perceived POE
benefits, and POE evaluation factors). A summary is provided of the interview findings
in the order of the questions asked:

Presence of a formal process: Out of 25 individuals contacted, eight responded to the
interview questionnaire. Six out of the eight personnel indicated the presence of an
informal evaluation process but also an absence of a formal POE process (Question one).
The remaining two participants did not address presence of either a formal or informal
process.

Usefulness of a POE: The open-ended responses included: (a) “POE would be highly
useful to universities”, (b) “POE would initiate a process of continuous learning towards
changes required in buildings due to changing working relationships between people to
better support work activities of future occupants”, (c) “POE is useful for future space
planning and captures the information that may not surface physically (for example:
emotional reactions)”, (d) “POE adds value to building performance so that current
problems can be detected and future problems can be avoided”, (e) “POE promotes the
feeling that the central university or university leaders care about their employees”. A
comment from an interview respondent was, “We do not see any value in conducting it,

72

which is an added expense, unless we know that the users are dissatisfied” (Question
thirteen).
Benefits of a POE: As stated in the open-ended responses: (a) “POE could lead to
incremental changes in quality control, staff productivity and employee attitude, which
affects employee outcomes”, (b) “POE can provide a feedback loop, which is presently
missing and can help correct problems in buildings and create alerts for future projects”,
(c) “POE can communicate to users that their organization cares for their satisfaction and
well-being, which will develop good will amongst customers and may be beneficial for
both users and owners” (Question 14).

The usefulness and accuracy of building occupants’ perceptions towards building
performance evaluation: Six out of eight interview respondents consider occupants to be
a highly accurate and useful source of information with regard to building performance
evaluation. One of the respondents considered occupants to be an accurate and useful
source of information in a group, but not as individuals. Another respondent considered
occupants to be a great source of information with regard to only building areas that they
regularly use (Question 11 and 12).

Time and frequency of application: It was concluded from the interviews that a POE
should be ideally conducted between six to twelve months after occupancy. Three out of
eight interviewees stated that POE can be conducted once every five years throughout the
building life cycle. Others did not state any specific time frame. One of the respondents

73

stated that most problems are revealed within the first year and after that it depends on
overall building use and maintenance.

Evaluation factors: The various functional and indoor environmental performance
factors that came up from the interview responses are: the physical flow of people traffic
and communication, layout of furniture, furnishings, office equipment and appliances,
lighting, thermal comfort, acoustic, storage space, cleanliness, spatial orientation,
adequacy of personal workspace, maintenance accessibility, proximity and adjacency of
related function areas, accessibility, air quality, productivity measures, occupant
satisfaction, etc. These factors along with those identified in the literature were later
included in the POE survey (Tarricone 1999; Bottom et al. 1997; Gonzalez 1997; Kincaid
1997; Farrenkopf and Roth 1980; Proceedings of Healthy Buildings 2006; Zagreus et.al.
2004).

POE questions: Similarly, interviewees suggested the kind of questions that may be
asked in the POE survey. Did the office function for users function as intended in terms
of people traffic and communication? If given a chance, what would users redo about
their office space? Is the project within the planned budget? What other options did users
have that affects the costs? Is the perceived privacy satisfactory? Is the acoustic quality
satisfactory and are the lighting levels supportive of their functions? Does the space
perform as envisioned and support all of your functions? Does the space work for you as
anticipated? Did the space meet the user’s organizational goals and objectives? How do
we do it better? Do users have positive feelings about their space? Is the office size and

74

layout working for users? Is the office furniture and furnishing ergonomically
comfortable and functionally useful? Since MSU has a fixed percentage that is reserved
for artwork, should it be inquired if it is truly appreciated or if it goes unnoticed, thereby
justifying the investment made? Does the space have good quality? Overall, does the
space perform as intended? Is any particular area too far or too close to user’s space and
interfere with their task performance? Do users consider themselves more efficient now?
These questions were reworded to formulate more comprehensive questions in the POE
survey with a focus on occupant satisfaction.

What should be the basis of a POE? How these are usually developed? The
interviewees stated that in order to plan and conduct a POE, the following documents
may be considered as a basis: construction standards, general planning requirements or
design guidelines, design program, etc. In this study, the basis of the POE was the
expectations of university personnel, which was determined from the interviews.

How much should POEs costs? With regard to this question there was no unanimous
response from the interviewees. The different numbers stated were: less than 0.1%, 0.1%,
0.25%, and less than 0.5% of project cost and 2% of project closeout costs. Considering
what was found during the literature review, the exact POE costs is not a straight number
and it depends on many factors. These factors may be: building complexity in terms of
design or systems involved the availability of resources to conduct POE such as time and
money, the expected outcomes of POE, etc. The cost of the evaluation involved in this

75

study was covered by the research team which was a total of $1000 including both
facilities (this cost does not include the cost of the research team).

Who should plan and conduct POEs? Seven out of eight interviewees stated that
internal staff should be responsible to plan and conduct POEs. It was contended that the
internal staff is preferred because: “an outside consultant will be more expensive, he or
she will develop certain amount of resident knowledge pertaining to MSU buildings and
for information sharing”. This evaluation was planned and conducted to meet the
objectives of this study by the researcher. Although university personnel provided
feedback, however, the resources were primarily expended by the research team.

What POE methods/tools are considered useful? According to interviewees, walkthroughs, physical observation, structured interviews, building inspection, assessment of
facility maintenance records, web-based surveys, progress photos, and focus groups are
all efficient building evaluation tools. Considering that a POE involves occupant
perceptions, structured interviews, web-based surveys, and focus groups remain as
effective POE specific methods. Further considering the building type, occupant
category, number of occupants, and expected outcome of evaluation; web-based surveys
were concluded as inexpensive and effective POE tools that reveal significant issues in
less time with less effort. All interviewees agreed that these tools, if used in combination,
will be helpful because one method may be more effective in looking at a specific area or
aspect than another, give a broader picture about the building's performance, or help
gather perceptions of occupants and managers. The purpose of this question was to

76

inquire about the significance of a survey questionnaire and if developing it would be
valuable to the university system.
Overall, it was determined from the interviews that large universities like MSU
believe that there is a need for a POE process in their system to periodically assess the
performance of buildings on campus and to determine occupant satisfaction. The
interview data indicates that university personnel would prefer a formal process instead
of an informal one. They considered the POE to be useful and beneficial and consider
occupants to be a reliable source of information with regard to building performance. It
was mostly indicated that the POE should ideally be conducted after six to nine months,
and before one year from the day of occupancy. The interviewees suggested evaluation
factors and related questions, which were incorporated into the trial POE survey. The
following sections in this chapter will discuss the survey data, the analysis, the findings,
and the conclusions from the POE of the two buildings: the S.P.D.C. and the Spartan
Way. Figure 4.2 presents an overview of the structure and analysis for the initial POE
survey.

77

POST OCCUPANCY EVALUATION:
APPLICATION OF TRIAL SURVEY

SCHOOL OF PLANNING
DESIGN AND
CONSTRUCTION

SPARTAN
WAY

BUILDING PERFORMANCE

BUILDING PERFORMANCE

CONCLUSIONS

CONCLUSIONS

SURVEY FEEDBACK

SURVEY FEEDBACK

CONCLUSIONS

CONCLUSIONS

CONCLUSIONS
CHANGES TO FINAL POE SURVEY

Figure 4.2: Structure of the Data Analysis

4.3

Post Occupancy Evaluation: Application of the Trial Survey
The trial POE survey was tested/used/applied in two buildings at MSU, and then

modified based on survey feedback. A detailed discussion of the post occupancy
evaluations at the School of Planning Design and Construction and Spartan Way is
presented in sections 4.3.1 and 4.3.2 respectively.

78

4.3.1 CASE STUDY NO.1
THE SCHOOL OF PLANNING DESIGN AND CONSTRUCTION
This section and following sub sections present a discussion of the survey
feedback and analysis from the School of Planning Design and Construction (S.P.D.C.).
This information is arranged in two main categories: building performance/occupant
satisfaction and survey analysis.
The S.P.D.C. is located on the upper three levels of the “Human Ecology”
building on Michigan State University campus. The school houses offices, classrooms,
studios, and common areas for the following departments: construction management,
interior design, landscape architecture, and urban planning. For the data collection in this
thesis study, the staff and faculty offices were included and all other spaces were
excluded.

4.3.1.1 Overall Survey Response
The trial/initial POE survey was distributed to 50 faculty and staff members in the
School of Planning Design and Construction. The due date for the return of completed
survey was a week from the day of distribution. Of the 50 surveys delivered, 29 surveys
were completed and returned. The response rate for the S.P.D.C. was 56%. The
remaining 21 surveys were not received due to some faculty/staff members travelling in
the week when the surveys were distributed, some being on leave, and some because of
having left the job or the building.

79

4.3.1.2 Survey Participant Information
The third section of the POE survey solicited specific information and is
summarized in Figure 4.3. The purpose of collecting this information is to understand the
occupant population in the building evaluated. Additionally, it also helped to understand
the description of respondents’ workspaces, their job descriptions, and the maximum
hours they typically spent in the building working from within their personal workspace.
This helped to better understand their functional requirements.
Overall, the responses were received from two broad categories. One, where 55%
of survey respondents were full-time employees, who have spent more than thirteen years
in the same building and about a year in their present personal workspace. The others
have been in the building for less than three years and have been in their new workspaces
for more than a year.
Most respondents (59%) were faculty who had enclosed private offices. The rest
are administrators and staff who have either shared offices or cubicles with high
partitions. The primary work activities of faculty involved: long hours of teaching and
grading student’s submissions, meetings with other faculty and students, telephone
conversations, preparing for a class, frequent movement to classrooms and the mailroom,
long hours of personal research work, and responding to emails. On the other hand, 41%
of the staff would mostly spend time on computer related work and phone conversations.
Most of them would also access the mailroom once a day.

80

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Number of years Number of years Number of years
in building
in current
in previous
(n=28)
workspace
workspace
(n=28)
(n=27)
1: >2 Years

Hours/Week
(n=25)

Personal
workspace
(n=28)

2: >2 Years

3: 50 Years

4: 60 Hours

5: Others

1: 2 Years
2: 2 Years
office without partitions
1: 1.5 Years
2: 1.5 Years
partitions
1: 1 Year
2: 1 Year
partitions
1: 0.5 Years
2: 0.5 Years

3: 40 Years

4: 50 Hours

5: Workspace in open

3: 30 Years

4: 40 Hours

5: Cubicles with low

3: 20 Years

4: 30 Hours

5: Cubicles with high

3: 10 Years

4: 20 Hours

5: Enclosed office, shared

3: <10 Years

4: 10 Hours

5: Enclosed office, private

1: <0.5 Years

2: <0.5 Years

Figure 4.3: Participant and Workspace Information at S.P.D.C.
"For interpretation of the references to color in this and all other figures, the reader is
referred to the electronic version of this thesis"

81

4.3.1.3 Building Specific Information and Analysis
This section presents a discussion of the building specific findings from the
analysis of the S.P.D.C. survey responses. These findings are laid out in the order of the
different sections in the survey.

A. Functional Performance
Functional performance in this study encompasses all those physical and visible
aspects that may impact the satisfaction of university faculty and staff. It was found that
54% of occupants were satisfied or very satisfied with the overall functional performance
of their workspace and 10% were dissatisfied or very dissatisfied. The remaining 36%
were a little satisfied, little dissatisfied, or neutral. This assessment was based on space
performance, ease of interaction with co-workers, privacy, office interiors, and
accessibility. Individual responses with regard to the functional factors are summarized in
Figure 4.4.

Slightly Dissatisfied
5%

Dissatisfied
4%

Very Dissatisfied
6%

Neutral
12%

Very Satisfied
29%

Very Satisfied
Satisfied
Slightly Satisfied
Neutral
Slightly Dissatisfied
Dissatisfied
Very Dissatisfied

Slightly Satisfied
19%

Satisfied
25%

Figure 4.4: Occupant Satisfaction with Functional Performance at the
S.P.D.C.

82

In order to simplify the assessment of occupant satisfaction, certain similar factors
were combined together. The first factor, space, in Figure 4.5 includes office layout, the
amount of space for function, storage, and location of personal workspace. The third
factor, privacy, includes overall and visual privacy. The fourth factor, office interiors,
includes furniture layout, furnishing, and office equipment.
Functional Performance
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%

Slightly Satisfied
Satisfied

Accessibility (n=28)

Neutral

Office Interiors(Furniture,
Furnishings, Equipment)
(n=28)

Slightly Dissatisfied

Privacy (Overall privacy,
Visual privacy) (n=28)

Dissatisfied

Ease of interaction with coworkers (n=28)

Very Dissatisfied

Space (Layout, amount of
space and Location) (n=32)

0%

Very Satisfied

Figure 4.5: Occupant Satisfaction Level with Functional Performance
Aspects at the S.P.D.C.
83

B. Indoor Environmental Performance
Indoor environmental performance in this study encompasses all those
environmental aspects that may impact the satisfaction of university faculty and staff. As
shown in the Figure 4.6, 45% of occupants were satisfied or very satisfied with the
overall indoor environmental performance of their workspace and 15% were dissatisfied
or very dissatisfied. The remaining 40% were little satisfied, little dissatisfied, or neutral.
This assessment was based on lighting, thermal comfort, air quality, acoustic, and access
and ability of personal control. The details of individual responses are presented in Figure
4.7.

Slightly
Dissatisfied
8%

Dissatisfied
9%

Very Dissatisfied
6%

Very Satisfied
19%

Very Satisfied
Satisfied
Slightly Satisfied
Neutral

Neutral
11%

Slightly Dissatisfied
Satisfied
26%

Slightly Satisfied
21%

Dissatisfied
Very Dissatisfied

Figure 4.6: Occupant Satisfaction with Indoor Environmental Performance
Aspects at S.P.D.C.
In order to simplify the assessment of occupant satisfaction, certain similar factors
were combined together. The first factor, lighting, in Figure 4.7 includes natural lighting,
artificial lighting, visual comfort, and overall lighting comfort. The second factor,
thermal comfort, includes temperature, humidity, ventilation, and overall thermal
comfort. The third factor, air quality, includes air quality and ventilation. The fourth

84

factor, acoustic, includes noise level and sound privacy. The fifth factor was access and
the ability of personal control for HVAC had the highest dissatisfaction level.

Indoor Environmental Performance
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%

Slightly Satisfied
Satisfied
Very Satisfied

Access and ability of personal control for
HVAC (n=28)

Neutral

Acoustics (Noise level, Sound privacy)
(n=28)

Slightly Dissatisfied

Air Quality (Air Quality, Ventilation) (n=28)

Dissatisfied

Thermal Comfort (Temperature, Humidity,
Ventilation, Overall comfort) (n=28)

Very Dissatisfied

Lighting (Natural, Artificial, Visual comfort,
Overall comfort) (n=28)

0%

Figure 4.7: Occupant Satisfaction Level with Indoor Environment
Performance at the S.P.D.C.
85

C. Discussion of Open-Ended Responses
This section presents a discussion of the open-ended responses from the S.P.D.C..
The open ended responses highlight occupants’ perceptions with regard to the different
existing building problems. A count of the total number of open-ended responses in each
category is presented in Table 4.1.
Functional Performance Evaluation Factors

Number of Responses

Space: Office layout, amount of work and storage
10
space, location of workspace
Ease of interaction with co workers

8

Accessibility

3

Access and ability to personal control

12

Corporation of user needs

12

Indoor Environment Performance Evaluation Factors

Number of Responses

Light: Natural lighting, Artificial lighting, Overall
3
comfort
Thermal Comfort: Temperature, Humidity, Overall
17
comfort
Air Quality: Air quality, Ventilation

1

Acoustic: Noise level, Sound privacy

8

Table 4.1: Count of Open-Ended Responses at the S.P.D.C.

86

Space: Overall, ten occupants perceived that the physical space for work and storage in
offices was not enough. The workspace layout did not perform well for some occupants
to feel satisfied. Faculty members complained that space was not sufficient enough to
store students’ assignments or teaching materials.

Ease of interaction with co-workers: The ease of interaction with co-workers for some
faculty and staff is not satisfactory. Faculty members who work with graduate students on
research stated that they would prefer being in close proximity to their respective students
so that effective communication can happen without time and tempo being wasted in
movement. For some faculty and staff members, the layouts of offices prevent necessary
communication. Often there is a sense of isolation among certain members. For staff,
since they have a regular set of activities, their ability to quickly interact with others gives
them a sense of connection and relaxation without wasting too much time being wasted.
Overall, eight occupants mentioned the need for improvements that would facilitate
necessary and effective interaction between staff and faculty.

Accessibility: Occupants on the fourth floor expressed dissatisfaction with regard to lack
of elevator access to the fourth floor of the building. However, any modification for
access to the elevator was not a part of the renovation scope at S.P.D.C.

Access and ability to personally control temperature: This is a very sensitive aspect
among most occupants and is the greatest factor for occupant dissatisfaction (Figure 4.4).

87

Twelve occupants stated that there is no personal control and that it is either too hot or
too cold in their workspace.

Incorporation of user needs: Twelve occupants indicated that they did not feel their
needs were incorporated as they were still dissatisfied with the lack of physical space and
storage space after renovation. This finding should ideally be compared with the
renovation scope which was defined in the beginning of the project.

Light: Most occupants are satisfied with overall lighting of their workspace. Only three
occupants indicated a problem with the light sensors in certain areas which causes the
light to turn off in workspace or surrounding corridors due to lack of movement when
most faculty are within their offices or are away in classrooms.

Thermal Comfort: This factor is the second greatest cause of occupant dissatisfaction
(Figure 4.4). Seventeen occupants stated that they either needed individual HVAC units
or personal control for adjusting the temperature in their workspaces, but only if a
centralized unit was being used.

Air Quality: A majority of occupants are satisfied with the air quality and no significant
responses were noted in the open-ended section.

Acoustics: Eight occupants who responded to the open-ended section for this factor
stated that they were not satisfied with the acoustic of their workspace. Occupants stated

88

that telephone or in-person conversations could be overheard due to poor acoustics,
which hinders work performance. The data showed that most of these occupants were
seated in open-offices.

New Technology: The data indicated that there were no special new technologies
installed or used in the S.P.D.C. The only element installed were light sensors, which
turned out to be a source of dissatisfaction for some occupants.

4.3.1.4 Survey Feedback Analysis: (Section 4 of the POE Questionnaire)
This section presents the summary of findings from the survey feedback analysis.
The total percentage of positive response to the overall trial POE survey was 70%, which
is the average of responses to Questions 1, 2, 6, 7, and 9 in section 4 of the POE survey.
A portion of the trial survey was used to improve the final survey presented in Chapter 5
using the suggestions given by the occupants during the POE.
85% of the S.P.D.C. occupants completed the survey in less than 30 minutes. The
remaining population took more than 30 minutes or did not respond to the question. On
average, the S.P.D.C. occupants completed the POE survey between 20-30 minutes.
As shown in the following figures, 56% were very satisfied or satisfied with the
format of the survey (Figure 4.8), 55% were satisfied with the appropriateness of
questions (Figure 4.9), 89% were satisfied with the extent to which the aspects are
covered in the POE survey (Figure 4.13), 82% said yes to the question, “Are the right
questions being asked?” (Figure 4.14), and 67% said yes when asked if the POE survey

89

allowed them to effectively indicate their satisfaction with the design of their workspace
(Figure 4.15).
Slightly Dissatisfied
0%

Dissatisfied
7%

Neutral
19%

Very Dissatisfied
0%
Very Satisfied
26%

Very Satisfied
Satisfied
Slightly Satisfied
Neutral
Slightly Dissatisfied
Dissatisfied

Satisfied
30%

Slightly Satisfied
18%

Very Dissatisfied

Figure 4.8: Q1: How satisfied are you with the format of the survey?
Slightly Dissatisfied
4%
Neutral
15%

Dissatisfied
0%

Very Dissatisfied
0%
Very Satisfied
26%

Very Satisfied
Satisfied
Slightly Satisfied
Neutral
Slightly Dissatisfied
Dissatisfied

Satisfied
29%

Slightly Satisfied
26%

Very Dissatisfied

Figure 4.9: Q2: How satisfied are you with the appropriateness of the
questions?
Just right for me
4%

Need more openended
8%
Need more open-ended
Need fewer open-ended

Need fewer
open-ended
88%

Just right for me

Figure 4.10: Q3: Please comment on the balance of open ended to closed
response questions.

90

Interviews,
7%

Paper based
36%
Paper based
Web based
Interviews

Web based
57%

Figure 4.11: Q4: In the future, which method of interaction would you
prefer for this kind of study?
Dissatisfied
7%

Slightly Dissatisfied
4%

Very Dissatisfied
0%
Very Satisfied
22%

Very Satisfied

Neutral
11%

Satisfied
Slightly Satisfied
Neutral
Slightly Dissatisfied
Dissatisfied
Satisfied
30%

Slightly Satisfied
26%

Very Dissatisfied

Figure 4.12: Q5: In your opinion, to what extent did the survey cover
aspects that you would like to comment upon about your office?
To some extent
11%

To little extent
0%

Not at all
0%
To a great extent
To some extent
To little extent
Not at all
To a great extent
89%

Figure 4.13: Q6: In your opinion, to what extent did the survey cover
aspects that you would like to comment upon about your office?

91

Others
18%

Yes
No

No
0%

Yes
82%

Others

Figure 4.14: Q7: Do you consider that right questions are being asked of
building occupants?
Others
22%

Yes

In between
yes and no
6%

No
In between yes and no

No
5%

Yes
67%

Others

Figure 4.15: Q8: Does the survey allow you to effectively indicate your
satisfaction with the design of your workspace?

4.3.1.5 Occupant Observations, Suggestions and Recommendations
This section presents excerpts from the survey feedback section to bring forth the
observations, suggestions, and recommendations of the S.P.D.C. occupants:
ƒ

One faculty member stated, “The use of ‘satisfaction’ phrase is vague to me. It
does not capture my feelings although there is plenty of opportunity to relate
concern in the open-ended portion. Ask questions about what occupants like,
since all questions encourage respondents to find faults. Space satisfaction is
closely related to overall management and job duties more questions about this.”

ƒ

Another faculty member mentioned that “generally the likert scale starts from
‘very dissatisfied’ to ‘very satisfied’ rather than ‘very satisfied’ to ‘very
dissatisfied’ as given in the trial POE survey”.

92

ƒ

Two other faculty members suggested that questions be added in the POE survey
for evaluation of teaching spaces, studios, computer lab space, common areas, and
lunch rooms. With regard to the building they stated that student meeting rooms
should be provided on every floor to avoid time wasted in unnecessary
movement. Please note that student spaces were not in the scope of this study.

ƒ

One said-“The workspace overall is not fully encouraging for interaction. It does
not provide full privacy when needed. The building does not give common study
areas to students or faculty. Please consider flexibility of the space for use in
future.

ƒ

One of the faculty members suggested that in order to give more flexibility to
respondents, question 38 in the first section should have a fifth option which will
represent negative impact on performance.

ƒ

In the fourth section, another faculty member commented in response to Question
6 -“Why would I be satisfied about it? If you are asking if I would volunteer for
it- Yes”, and Question 10-“In between yes and no”. All yes-no questions

4.3.2 CASE STUDY NO.2
SPARTAN WAY
This section and following sub sections presents a discussion of the survey findings
from Spartan Way with regard to building performance and survey.
Spartan Way is located in the stadium facility on Michigan State University campus.
Spartan Way consists of offices, conference rooms, multipurpose rooms, and common
areas for various groups that support multiple services provided for and by MSU

93

employees, students, alumni, sponsors, etc. For the data collection in this thesis study,
only the staff offices on third floor were included and all other spaces were excluded.

4.3.2.1 Overall Survey Response
The trial/initial POE survey was distributed to 115 occupants in Spartan Way, of
which, 62 occupants (54%) responded. The time given to participants was one week from
the day of distribution. Another week extension was given to occupants who had the
intention but did not have the time to respond to the survey earlier. Out of remaining
occupants some chose not to participate, some were on leave and some were visiting
alumni. Unfortunately, it was realized after all the returned survey was recorded that the
second page was missing for 19 occupants. Therefore, the survey second page was resent the next morning (Tuesday) with a letter of apology and requesting respective
occupants to complete it and send it back if possible by Friday of that week. Finally,
when no responses came back, the surveys were closed for analysis.
The 19 surveys that had the second page missing, consequently were missing
responses for questions 8 through 19. Therefore, those surveys were completely excluded
in the analysis of “Function performance” as shown in Figure 4.17. The survey responses
were included in the “Indoor Environmental Performance” which is shown in Figure
4.19.

4.3.2.2 Survey Participant Information
This section presents the Spartan Way respondent information gathered and
summarized in Figure 4.16. As mentioned, the purpose of collecting this information was

94

to understand the occupant population in the building that was being evaluated.
Additionally, it also helped to understand the description of their workspace, their job
description, and the maximum hours they spend in the building working from their
personal workspace. This also helped to understand the occupants’ functional
requirements.
The Spartan Way occupant population was 79% female and 15% male; the rest
6% chose not to respond to that question. 82% of the occupants (n=62) were between 3070 years of age. All occupants were full-time staff workers with no faculty
responsibilities. 84% of the occupants had spent one year or more in their respective
workspaces and 92% in their building. 68% of the occupants were located in cubicles or
open office areas and 31% were located in enclosed private offices. Enclosed private
offices were mainly provided for administrators. The primary work activities of
occupants involved long hours at the computer, frequent and intense telephone
conversations, long hours of reading, researching, writing, meetings, walking to and from
the mail room, technical assistance, walking across campus to other departments,
frequent movement within building, auditing, etc. Unlike S.P.D.C., the overall activities
for occupants in this building were more uniform.

95

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Number of years Number of years Number of years
in building (n=59)
in current
in previous
workspace (n=54) workspace (n=54)

Hours/Week
(n=56)

Personal
workspace (n=61)

>2.0 Years

>2.0 Years

50 Years

60 Hours

Others

2.0 Years
partitions
1.5 Years

2.0 Years

40 Years

50 Hours

Workspace in open office with no

1.5 Years

30 Years

40 Hours

Cubicles with low partitions

1.0 Year

1.0 Year

20 Years

30 Hours

Cubicles with high partitions

0.5 Years

0.5 Years

10 Years

20 Hours

Enclosed office, shared with others

Figure 4.16: Participant and Workspace Information at Spartan Way

96

4.3.2.3 Building Specific Information and Analysis
This section presents a discussion of the building specific findings from the
analysis of the Spartan Way survey responses. These findings are laid out in the order of
the survey sections.

A. Functional Performance
Functional performance in this study encompasses all those physical and visible
aspects that may impact the satisfaction of university faculty and staff. As shown in
Figure 4.17, it was found that 50% of the occupants were satisfied or very satisfied with
the overall functional performance of their workspace and 12% were dissatisfied or very
dissatisfied. The remaining 38% of the occupants were little satisfied, little dissatisfied,
or neutral. This assessment was based on space performance, ease of interaction with coworkers, privacy, office interiors, and accessibility. Individual responses with regard to
the functional factors are summarized in Figure 4.18.
Slightly
Dissatisfied Dissatisfied
7%
7%

Very Dissatisfied
5%
Very Satisfied
25%

Neutral
16%

Very Satisfied
Satisfied
Slightly Satisfied
Neutral
Slightly Dissatisfied
Dissatisfied
Very Dissatisfied

Satisfied
25%

Slightly Satisfied
15%

Figure 4.17: Occupant Satisfaction with Functional Performance at the
Spartan Way

97

In order to simplify the assessment of occupant satisfaction, certain similar factors were
combined together. As shown in Figure 4.18, the first factor, space, includes office
layout, amount of space for function and storage and location of personal workspace; the
second factor is ease of interaction with co-workers; the third factor, privacy, includes
overall and visual privacy; the fourth factor, office interiors, includes furniture layout,
furnishing and office equipment; the fifth factor is accessibility.

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%

Slightly Satisfied
Satisfied
Very Satisfied

Accessibility (n=62)

Neutral

Office Interiors(Furniture, Furnishings,
Equipment) (n=53)

Slightly Dissatisfied

Privacy (Overall privacy, Visual privacy)
(n=37)

Dissatisfied

Ease of interaction with co-workers
(n=37)

Very Dissatisfied

Space (Layout, amount of space and
Location) (n=74)

0%

Figure 4.18: Occupant Satisfaction Level with Functional Performance
Aspects at Spartan Way
98

B. Indoor Environmental Performance
Indoor environmental performance in this study encompasses all those
environmental aspects that may impact the satisfaction of university faculty and staff. As
shown in the Figure 4.19, 38% of the occupants were satisfied, very satisfied with the
overall indoor environment performance of their workspace, and 19% were dissatisfied or
very dissatisfied. The remaining 43% were slightly satisfied, slightly dissatisfied or
neutral. This assessment was based on lighting, thermal comfort, air quality, acoustics,
and access and ability of personal control. The responses with regard to each factor are
presented in the Figure 4.20.
Dissatisfied
9%
Slightly
Dissatisfied
10%

Very Dissatisfied
10%

Very Satisfied
13%
Very Satisfied
Satisfied
Slightly Satisfied
Neutral
Slightly Dissatisfied
Satisfied
25%

Neutral
13%

Dissatisfied
Very Dissatisfied

Slightly Satisfied
20%

Figure 4.19: Occupant Satisfaction Level with Indoor Environmental
Performance Aspects at Spartan Way

In order to simplify the assessment of occupant satisfaction, certain similar factors
were combined together. The first factor, lighting, in Figure 4.20 includes natural
lighting, artificial lighting, visual comfort and overall comfort. The second factor,
thermal comfort, includes temperature, humidity, ventilation and overall comfort. The
third factor, air quality, includes air quality and ventilation. The fourth factor, acoustics,

99

includes noise level and sound privacy. The fifth factor was access and the ability of
personal control for HVAC.
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%

Slightly Satisfied
Satisfied

Access and ability of personal control for HVAC
(n=61)

Neutral

Accoustics (Noise level, Sound privacy) (n=61)

Slightly Dissatisfied

Air Quality (Air Quality, Ventilation) (n=62)

Dissatisfied

Thermal Comfort (Temperature, Humidity,
Ventilation, Overall comfort) (n=62)

Very Dissatisfied

Lighting (Natural, Artificial, Visual comfort,
Overall comfort) (n=62)

0%

Very Satisfied

Figure 4.20: Occupant Satisfaction Level with Indoor Environment
Performance at Spartan Way

100

C. Discussion of Open-Ended Questions
This section presents a discussion of the open-ended responses from the Spartan
Way. The open-ended responses highlight occupant’s perception with regard to the
different existing building problems. A count of the total number of open-ended
responses in each category is presented in Table 4.2.
Functional Performance Evaluation Factors

Number of Responses

Space: Office layout, amount of work and storage space,
25
location of workspace
Ease of interaction with co workers

8

Privacy

13

Office Interiors

29

Accessibility

4

Access and ability to personal control

26

Window view and location

16

Corporation of user needs

26

Indoor Environmental Performance Evaluation Factors

Number of Responses

Light: Natural lighting, Artificial lighting, Overall comfort

14

Thermal Comfort: Temperature, Humidity, Overall
27
comfort
Air Quality: Air quality, Ventilation

15

Acoustic: Noise level, Sound privacy

23

Work activities

39

Survey

18
Table 4.2: Count of Open-Ended Responses at Spartan Way

Space: A total of 25/62 occupants responded when asked about the aspects that they
would change to improve the functional performance of their personal workspace and

101

stated that they need “complete departments to reside alongside each other within talking
or seeing distance”, that the desk and movement area within each cubicle is insufficient,
that distance between particular work spaces and office equipment areas containing
printers, fax machine, and mail boxes is too large, that the storage space and units are
insufficient, and that the space allocation is disproportionate; as quoted by one of the
occupants, “huge offices vs. tiny cubicles”. Another occupant commented, “This office is
poorly laid out. I think it is odd that this place was designed with so many cubical
designated for people who are not fundraisers nor supervisors and so few offices. We
have areas with many empty cubes and then areas where we can’t even have all the staff
of the unit together. I also think it’s odd that so many small conference rooms were
designed without having one large one. We have to spend money to rent other facilities
every time we have a meeting with more than maybe five people, which is quite
ridiculous for a unit as large as ours”.

Ease of interaction with co-workers: This is one of the most significant causes for
occupant dissatisfaction with functional performance. Occupants stated, “The long
hallway design isolates people” and “it would be nice to be in an area all together, where
we can interact without worrying about disturbing others around us.”

Accessibility: Some of the occupants consider the main entrance to be very far from their
personal workspace and some stated, “It is a long walk from the parking lot and up a lot
of steps. It is okay for a young healthy person but could be difficult for an old or injured
person”. One of the occupants considers that the building has higher than usual security.

102

Access and ability of personal control: This is another one of the most significant causes
of occupant dissatisfaction among all other evaluation factors in Spartan Way. Out of the
26 open-ended responses received, some occupants stated the following:
ƒ

“We have no control on temperature of office, so therefore it can be too cold or
too warm at times.”

ƒ

“I need to purchase a heater (my own). I seem to be cold most days.”

ƒ

“There is no control for heating and ventilation, even if we all agree we are hot,
we can’t change the thermostat.”

ƒ

“It is always too hot in winter likewise in summer. No personal control is
available.”

ƒ

“Only problem is temperature. Personal heaters are a must.”

ƒ

“We constantly have heating/ cooling issues. Generally too cold all year round.”

ƒ

“Personal office thermostat would be great.”

Incorporation of user needs: Only 5/26 occupants responded positively to the
incorporation of user needs. The rest of them stated the following:
ƒ

“We were not given an opportunity to provide input. Ladies restroom location is
not convenient or adequate. Always better to work in better surroundings.”

ƒ

“I am not sure the needs of employees were considered at all. Functionality of
location, storage, counter-space for project meetings.”

ƒ

“No. Not really. The space is pretty generic.”

103

ƒ

“I have no idea what renovations occurred. If this is about Spartan way, then my
major concern is the terrible acoustics in the café lounge.”

ƒ

“No. Privacy issues, noise levels and layout of computer were all ignored.”

ƒ

“No. There no privacy, the work area is too small, the lighting is too bright. When
we first came here they said that we in cubes could use the chat rooms when we
need a bit of privacy. However, because they designed so many cubes in relation
to offices, the chat rooms have long ago been converted to offices.”

Light: Though Spartan Way occupants are fairly satisfied with this aspect, some of them
stated that the glare was too much due to the overhead lighting or when all the lights were
switched on and that sometimes the glare from the sun was too bright during the
afternoons. At least 5 occupants stated that they would prefer natural light.

Thermal comfort: The lack of access and ability to personally control temperature and a
bad ventilation system has resulted in occupants being dissatisfied with the thermal
comfort at Spartan Way. It seems from the comments of most occupants that this aspect
is affecting the overall quality of the indoor environment at this building. Some of these
comments are as follows:
ƒ

“I don’t like not having some control of my workspace temperature.”

ƒ

“Add humidity in the winter. Humidity is lower than 20% or less. A little more
heat would help in cool weather.”

ƒ

“Ventilation is poor and there is no control over temperature.”

104

ƒ

“No control over temperature and ventilation. I just keep a sweater and try to
dress in layers but the thermostats area joke.”

ƒ

“The air conditioning can be too cold and I feel it is a waste of energy.”

ƒ

“Eyes burn every day. Too hot one day, too cold the next.”

ƒ

“Can be hot, seems dry, smoke fumes and exhaust fumes come into private officedifficult when it happens due to asthma. Individual office controls for heating and
cooling.”

Air quality: This aspect as well is a secondary cause of dissatisfaction as it is a result of
the ventilation system. This has been concluded from the following comments:
ƒ

“Figure out where the ventilation is piped. Kitchen and bathroom odors are very
prominent. Air does not seem to circulate well.”

ƒ

“Air purifier to remove dust would help. Some of us developed eye allergies.
Being able to open windows in nice weather would help. More custodial service
staff would be of help.”

ƒ

“The air quality in the bathroom on the third floor is terrible. It always smells bad.
It smells like sewer back up air. This has been bad since day 1. Nothing seems to
make it better.”

ƒ

“The first year or so, the odors from catering downstairs were almost a daily
occurrence and sometimes we would actually see a haze in the air. This has been
corrected and now there are only occasional aromatic days. Some days it is very
humid and stuffy in here.”

ƒ

“Vent outside and have intake outtake apart from each other. Cold air returns.”

105

Acoustic: The open office plan and crowded layout is a cause of poor acoustical
performance for this building. Most occupants were very concerned about the lack of
sound privacy and noise level, which affected their work performance to some extent.
Some of the comments that substantiate this conclusion are as follows:
ƒ

“You can hear every conversation in the office unless you are in one of the closed
offices- even closed offices you can hear conversations.”

ƒ

“Any change would help sound privacy. We can hear people breathe. Phone
conversations are impossible. Therefore, one has to leave workspace to go to a
chat room- what if we need computer for conversations.”

ƒ

“It is not possible to professionally interview donors in an open space. Yet it is
also not possible to interact with colleagues in order to consult on projects
(disturbs others).”

ƒ

“Do not like the white noise machine. It needs to be turned down. It is not
necessary.”

ƒ

“Everything echoes. You can hear conversations from down the hall and around
the corner. Very hard to concentrate because of the noise. We were told we would
have the state of the art noise reduction system- it doesn’t work.”

ƒ

“White noise is not covering the noise from co-workers and turning the white
noise up has resulted in feeling like your working in an airplane all day.”

ƒ

“Not only can I all hear other people's conversations but mine are heard by others.
Also often, I am interrupted by others during phone conversations. As much as I
do not like my office environment, but I do not let it affect my work.”

106

ƒ

“Office size is wonderful but in high traffic area so need to close door. Windows
(clear) in door would be good. Then I appear sociable accessible but can get down
on high traffic noise. To work productivity and to be able to concentrate and
focus, I need to shut door to shut out noise.”

New technology: As seen in the above mentioned comments, the white noise system
which was suppose to act as a noise reduction system is actually causing additional noise
in the office area which disturbs the workers and leads to a dissatisfied temperament.
This leads to the understanding that the new technology has failed to accomplish the
intended purpose.

4.3.2.4 Survey Feedback Analysis: (Section 4 of the POE Questionnaire)
This section presents the summary of findings from the survey feedback analysis.
The total percentage of positive response to the overall trial POE survey was 71%, which
is the average of responses to Questions 1, 2, 6, 7, and 9 in section 4 of the POE survey.
This trial survey will be further improvised using the suggestions given by the occupants
during the POE.
In Spartan Way, 41% were satisfied with the format of the survey (Figure 4.21),
53% were satisfied with the appropriateness of questions (Figure 4.22), an overall 94%
consider that aspects are covered to a great extent/some extent by the POE survey (Figure
4.26), 82% said yes to the question, “Are the right questions being asked?” (Figure 4.27),
and 85% said yes when asked if the POE survey allowed them to effectively indicate
their satisfaction with the design of their workspace (Figure 4.28).

107

Slightly Dissatisfied
5%

Very Satisfied
10%

Dissatisfied
Very Dissatisfied
7%
2%

Very Satisfied
Satisfied
Slightly Satisfied
Neutral
Slightly Dissatisfied
Dissatisfied

Neutral
24%

Satisfied
31%

Slightly Satisfied
21%

Very Dissatisfied

Figure 4.21: Q1: How satisfied are you with the format of the survey?

Slightly Dissatisfied
2%
Neutral
23%

Dissatisfied
3%

Very Dissatisfied
0%
Very Satisfied
16%

Very Satisfied
Satisfied
Slightly Satisfied
Neutral
Slightly Dissatisfied
Dissatisfied

Satisfied
37%

Slightly Satisfied
19%

Very Dissatisfied

Figure 4.22: Q2: How satisfied are you with the appropriateness of
questions?

Just right
for me
78%

Need more
open-ended
18%

Need fewer openended
4%
Need more open-ended
Need fewer open-ended
Just right for me

Figure 4.23: Q3: Please comment on the balance of open ended to
closed response questions.

108

Interviews
8%

Paper based
20%
Web based
72%

Paper based
Web based
Interviews

Figure 4.24: Q4: In the future, which method of interaction would you
prefer for this kind of study?

Slightly
Dissatisfied
3%

Dissatisfied Very Dissatisfied
9%
3%

Very Satisfied
16%

Very Satisfied
Satisfied
Slightly Satisfied
Neutral
Slightly Dissatisfied
Dissatisfied

Neutral
26%

Slightly Satisfied
18%

Satisfied
25%

Very Dissatisfied

Figure 4.25: Q5: How satisfied would you feel if these questions were
asked in a focus group of persons occupying adjacent workspaces as
compared to this survey?

To little extent
3%

Not at all To a great extent
3%
35%

To some extent
59%

To a great extent
To some extent
To little extent
Not at all

Figure 4.26: Q6- In your opinion, to what extent did the survey cover
aspects that you would like to comment upon about your office?

109

No
0%

Others
18%
Yes
No
Others

Yes
82%

Figure 4.27: Q7- Do you consider that right questions are being asked of
building occupants?

In between
yes and no
2%

Others
2%

Yes

No
11%

No
In between yes and no
Others

Yes
85%

Figure 4.28: Occupant Perception: Does the survey allow you to effectively
indicate your satisfaction with the design of your workspace?

4.3.2.5 Occupant Observations, Suggestions, and Recommendations
This section presents excerpts of open-ended responses from the survey feedback
section to bring forth the observations, suggestions, and recommendations of the Spartan
Way occupants:
ƒ

When asked if the right questions were being asked, an occupant stated, “Need
additional questions on layout of units, accessibility to conference rooms, desk
suitability, space issues, good use of current locations etc”.

110

ƒ

When asked if any aspects were not included that occupants consider important
and which impact their satisfaction with their workspace, occupants stated,
“Ladies restroom needs much attention - in terms of location, number of stall,
odor, common areas, café lounge, ease and location of restroom facilities. Other
comments were:
- “Building security. Inability to feel safe in a cubicle environment during
night and weekend work when building is mostly empty.”
- “More regarding privacy (noise level in cubicle environment).”
- “Restrooms, cleanliness, kitchen facilities and how it supports staff who
bring lunches, lighting in common areas.”
- “The building is new- it would cost a tremendous amount of money to
implement changes for best comfort and work style of workers. If the
office design changes are to be made, workers from all levels need to be
included not just the leadership teams.”

ƒ

When asked if any questions were confusing or unclear, to some occupants it
seemed that the same questions were being asked but in different use of verbiage,
to another occupant it was difficult to figure out what was being asked in Q31.
Other comments were as follows:
- “Q28 should state- "If No, skip to Q7 which is on page 4, but not
numbered. Q36- NA if not long-term employee of unit, likewise for Q38.
Q56 needs likert scale. #58-60 also NA to employees new to the unit.”
- “On Q58-61, not sure if you meant HVAC or computer technology.”

111

- “Questions refer to renovations- this was a new building. Q58-60- not sure
what is meant by new technology.”
ƒ

Only one occupant stated, “This survey took longer than stated and I did not take
any calls during this time.”

4.4

Comparative Analysis of Survey Feedback from S.P.D.C. and Spartan Way
In order to be able to compare the survey feedback responses from the S.P.D.C.

and the Spartan Way, both excel worksheets were combined into a single one as shown in
Figure 4.29 below:

Figure 4.29: Snapshot of Worksheet with Combined Responses from the
S.P.D.C. and Spartan Way

112

This new spreadsheet containing the S.P.D.C. and the Spartan Way Responses
was used to determine the commonalities, differences, and uniqueness of responses from
both buildings. The combined findings are summarized in Table 4.3, 4.4, and 4.5. Table
4.3 presents the mean and percentage of values for each response category from both
buildings.
SECTION 4: POE
SURVEY EVALUATION
QUESTIONS

RESPONSE
CATEGORIES

S.P.D.C.

SPARTAN
WAY

MEAN

Q1. How satisfied are
you with the format of
the survey?

Very satisfied
Satisfied
Slightly satisfied
Neutral
Slightly dissatisfied
Dissatisfied
Very dissatisfied

26%
30%
18%
19%
0%
7%
0%

10%
31%
21%
24%
5%
7%
2%

18%
30.5%
19.5%
21.5%
2.5%
7%
1%

Q2. How satisfied are
you with the
appropriateness of the
questions?

Very satisfied
Satisfied
Slightly satisfied
Neutral
Slightly dissatisfied
Dissatisfied
Very dissatisfied

26%
29%
26%
15%
4%
0%
0%

16%
37%
19%
23%
2%
3%
0%

21%
33%
22.5%
19%
3%
1.5%
0%

Q3. Please comment on
the balance of openended vs. closed
responses.

Need more openended
Need fewer openended
Just right for me

8%
88%
4%

18%
4%
78%

12%
46%
41%

Q4. In future, which
method of interaction
would you prefer for a
similar study?

Web-based
Paper-based
Interviews
Any other? Please
Specify.

57%
36%
7%
0%

72%
20%
8%
0%

64.5%
28%
7.5%
0%

Table 4.3: Survey Feedback: Comparative Analysis of Response Summary

113

Table 4.3 Continued: Survey Feedback: Comparative Analysis of Response
Summary
SECTION 4: POE
SURVEY EVALUATION
QUESTIONS

RESPONSE
CATEGORIES

Q5. How Satisfied
would you feel if these
questions were being
asked in a focus group
of persons occupying
adjacent area as
compared to this
survey?

Very satisfied
Satisfied
Slightly satisfied
Neutral
Slightly dissatisfied
Dissatisfied
Very dissatisfied

SECTION 4: POE SURVEY
EVALUATION QUESTIONS

S.P.D.C.

SPARTAN
WAY

MEAN

22%
30%
26%
11%
4%
7%
0%

16%
25%
18%
26%
3%
9%
3%

19%
27.5%
22%
18.5%
3.5%
8%
1.5%

S.P.D.C.

SPARTAN
WAY

RESPONSE
CATEGORIES

Q6. To what extent did the survey
cover the aspects you would like to
comment on related to your office?

To a great extent
Some extent
To a little extent
Not at all

89%
11%
0%
0%

35%
59%
3%
3%

Q7. Do you consider the right
questions are being asked?

Yes
No
Other, please specify

82%
0%
18%

82%
0%
18%

Q9. Do you think the survey allows
you to effectively indicate your
satisfaction with the design of your
workspace?

Yes
No
In between yes and no
Other, please specify

67%
5%
6%
22%

85%
11%
2%
2%

As seen in Table 4.3, the percentage of occupants responding to particular
categories varies to some extent between the S.P.D.C. and the Spartan Way. For example,
88% of the S.P.D.C. occupants need fewer open ended whereas 78% of the Spartan Way
occupants consider the number of open-ended questions just right. The majorities of
occupants in both buildings are satisfied with the survey format, the appropriateness of
questions, and have recommended the use of a web-based approach for future interaction.

114

When it comes to the extent to which the survey has covered aspects that
occupants would like to comment on, only 35% of the Spartan Way occupants as
compared to 89% in the S.P.D.C. choose the option, “to a great extent”. The reason for
this difference can be explained on the basis of responses received from Spartan Way in
the open-ended sections, as shown in Table 4.4, and, which is discussed earlier in section
4.3.2.3 C. It seems that satisfaction with common areas (restrooms, lunch room,
conference room, etc) strongly contribute to their overall satisfaction with their
workspace. However, for the question- Do you think that the survey allows you to
effectively indicate your satisfaction with the design of your workspace? 67% in the
S.P.D.C. and 85% in the Spartan Way said yes. This means in S.P.D.C., 89% of the
occupants consider the survey covers aspects to a great extent, but 67% think that the
survey allows them to effectively indicate satisfaction with the design of their workspace.
In Spartan Way, 35% of the occupants consider the survey covers aspects to a great
extent, but 85% think that the survey allows them to effectively indicate your satisfaction
with the design of their workspace.

115

QUESTIONS

S.P.D.C.

SPARTAN WAY

Q8. (Follow up questions
to Q7) If No, what
questions should be
asked?

1. Ask about overall
staffing concept
2. Social interaction
questions
3. Ask us about teaching,
studios & computer lab
space
4. Consider flexibility of the
space for use in future
5. Process questions
related to how they
selected their space and
work

1. Space issues, good use
of current locations etc
2. Need additional
questions. Layout of
units, accessibility to
conference rooms
3. What we need? How we
work best? What type of
environment do we
work best in?
4. Desk suitability

Option: Others-please
6. For IEQ purposes- yes.
specify for Q9. Do you
Use of common spaces,
think the survey allows
lunch room, etc. meeting
you to effectively indicate
rooms with students on
your satisfaction with the
each floor
design of your
workspace?

5. Ladies restroom needs
much attention - in
terms of location,
number of stall, odor
etc.
6. Access to building (from
parking lot #79)
7. This survey took longer
than stated and I did not
take any calls during this
time.

Q10. Please mention any
aspects that may not
have been included for
evaluation of your
satisfaction but which
may be representative of
performance of your
workspace function and
environment in your
opinion.

8. Sufficiency and location
of common areas such
as lunch rooms,
cafeterias, meeting
rooms, rest rooms
9. Access to building from
parking
10.
Cleanliness
11.
Building Security

7. Space satisfaction is
closely related to overall
management and job
duties- more questions
about this.
8. More regarding privacy
(noise level in cubicle
environment)
9. Sufficiency of study areas

Table 4.4: Survey Feedback Section: Suggestions for Functional and
Indoor Environment Aspects and Questions to be included in Evaluation
(Verbatim)

116

Table 4.4 presents the functional and indoor environmental aspects and related
questions suggested by building occupants. Table 4.5 presents the questions that both
building occupants find unclear, confusing, and/or unnecessary. Based on this, the POE
questions were refined in the final survey presented in Chapter 5.
QUESTIONS

S.P.D.C.

SPARTAN WAY

Q11. Please list by
number the
questions that you
find unclear or
confusing and
explain why?

1. The use of the phrase
"satisfaction" is
vague to me. It does
not capture my
feelings- although
there is plenty of
opportunity- to relate
concern in the open
ended portion
2. The scale generally
starts from very
dissatisfied to
satisfied in a survey
3. Need NA option
4. Q51-53, Q24-25,
Q59-62
5. Q 58-61, not sure if
you meant HVAC or
computer
technology.

1. Q31 I couldn't quite figure out
what you were asking
2. After Q31 and Q32, the italicized
text doesn’t tell you what to do if
you have no previous office space
3. Q28 should state- "if No, skip to
Q31 which is on page 4,
4. Q36- NA if not long-term
employee of unit, likewise for
Q38.
5. Q57 needs likert scale
6. Q59-Q62 also NA to employees
new to the unit
7. Questions refer to renovationsthis was a new building.
8. Q58-60- not sure what is meant
by new technology.

Q12. Please list by
number any
questions that you
feel were
unnecessary?

6. Age
7. Q48 and Q52 same
question- ventilation

9. It seems that the same questions
were asked but in different uses
of verbiage

Table 4.5: Survey Feedback: Comments on Unclear, Confusing, and
Unnecessary Questions (Verbatim)

117

4.5

Conclusions
The information extracted and summarized in the above tables has been used to

make changes to the POE survey and create the modified version which is discussed in
Chapter 5.

4.6

Chapter Summary
This chapter presented the data collected and analyzed to accomplish the goal and

objectives of this research study. The following chapter will discuss the changes made to
the POE survey based on findings from its application in the case study facilities/
(analysis of the survey feedback responses from the S.P.D.C. and the Spartan Way) and
also present the final POE survey.

118

CHAPTER 5
POST OCCUPANCY EVALUATION SURVEY

5.1.

Chapter Overview
This chapter presents a discussion of the changes made to the trial POE survey

followed by the modified final POE survey. These changes were based on findings from
the performance evaluation of the case study facilities and the analysis of survey
feedback responses from Stadium and Spartan Way occupants. The trial POE survey was
constructed based on the information obtained from literature review and administrator
interviews.
First, the changes flowing from the open-ended responses are presented as a part
of the researcher’s observation and analysis in Tables 5.1a-b and 5.2a-b. Next, the direct
recommendations are quoted from the open ended sections and the changes flowing from
those are discussed in Tables 5.4 and 5.5.

5.2.

Researcher’s Observation:
This section presents the researcher’s observation with regard to the occupants’

responses to the open-ended questions in the tested POE survey. Considering questions
from one to seven that cover personal workspace layout, workspace location, and the
amount of space available for work and storage; respondents have stated reasons for their
satisfaction or dissatisfaction interchangeably as shown in Tables 5.1a and 5.1b.
Therefore, the three separate paired questions on each of these aspects have been replaced

119

by a single pair of questions to inquire about all three aspects collectively in the revised
POE survey. The modified pair of questions is as follows:
™ How satisfied are you with your personal workspace layout, workspace location
and the amount of space available to you for work and storage?
™ If you are satisfied or dissatisfied, please explain why.
SCHOOL OF PLANNING DESIGN AND CONSTRUCTION RESPONSES
AMOUNT OF SPACE
OFFICE LAYOUT (Q2)
WORKSPACE LOCATION (Q4)
(Q8)
More work space needed.
Faculty rooms are all over
NA
Need additional 100
the place and difficult to
SF for my office.
find.
No place to move really- but
better shades to protect from
the sun.
Removed from faculty with Same as Question 2
Need more closed
whom I have most contactgeneral storage. We
organize faculty by major.
lack storage for hard
copies- student
portfolios, etc.
More storage space.
More storage for
Computer screen not
students’ drawings
facing the door.
and projects.
It’s a bit small- 50% bigger Overall everything’s is
See Question 2
would be convenient
everywhere. Grad student’s
office all the way upstairs. Main
office downstairs. A more
controlled layout in the overall
has been better for
communication purposes. Also
all CM profs are all over in the
buildings. Can't get to see them
often if not personally aiming it.
Low interaction due to layout.
Bigger, more workable
Not sure, but feel the overall
area
space for workers not designed
to the best use of the space.
Table 5.1a: SPDC Responses to Questions 1 - 8 (Verbatim)

120

SPARTAN WAY RESPONSES
WORKSPACE
OFFICE LAYOUT (Q2)
LOCATION (Q4)
Design to allow complete departments
Remain fairly neutral
to reside alongside each other within
on location. Has been
talking or seeing distance. More
removed from main
occupied offices. Chat rooms wasted
office areas, but that
valuable space.
is okay at times, as
the cubicle layout,
noise, and
disturbance make it
hard to concentrate
to write or have
phone conversations.
More privacy. Sound travels very easily
Too far from copy
through our work area and it is different machine and supplies
to conduct confidential business when
too. Far from main
everyone around can hear.
reception area.
Needed to be contiguous with colleagues I would not locate
with whom I frequently interact.
offices in a dark
corner
The curve desk area makes it hard to use
keyboard- need straight area for this
(like office desks). Not enough space to
back up in chair (run into back desk).
Must keep both front plus back desk at
some height to use keyboard (defeats
purpose). Cannot see co-workers from
my space.
Adequate arrangement seems like no
real creative design effort expended.
With some consultations the workspace
could be more inspired, interesting. Look
a bit more like university rather than
institution. I would like to see the
university being forward thinkingmaking staircases a center piece for first
2 floors as a option for fitness. The
building is nice but unimaginative.

AMOUNT OF
SPACE (Q8)

Table 5.1b: Spartan Way Responses to Questions 1 - 8 (Verbatim)

121

Table 5.1b Continued: Spartan Way Responses to Questions 1 - 8
(Verbatim)

OFFICE LAYOUT (Q2)

SPARTAN WAY RESPONSES
WORKSPACE
LOCATION (Q4)

Put a door on my cubicle. Put
helpdesk behind a closed door.
So disruptive. Reconfigure area
and build offices for system
group.
Cubicles are too close together,
you can hear everything going
on in other cubicles sometimes
making it hard to focus.

I get bored and would like the
ability to rearrange the desk
and other office furniture. The
colors are drab and don’t keep
you motivated.

Out of the way of noise+ passer
bys.
Need more space for storage,
within office space. I have kind
of high jacked rolling file
cabinets from unoccupied work
stations.

AMOUNT OF SPACE (Q8)
Need more space. I'm a
techie and need to work on
3-4 personal computers at a
time to setup in my area.
Need more storage space
(drawers and bigger desk
area to spread work out).

Our storage room isn’t big
enough- very crowded. We
store the shredder binwhich everyone uses. We
also store all of the toners
for all the printers/copiers
including photocopy. All
centrally placed printers,
also kitchen supplies and
share with 2 other units.
I think the cubicles are Workspace functions well
too small and
for job responsibilities but
awkward. Make our
not to conduct business
cubicles a little bigger conversations. A little more
and put more space
space/ bigger storage
between the cubicle
cabinet would be nice.
groups or just give me
an office.
Huge offices vs. tiny
Room to lock up secure
cubicles
documents

122

Table 5.1b Continued: Spartan Way Responses to Questions 1 - 8
(Verbatim)
SPARTAN WAY RESPONSES
WORKSPACE
OFFICE LAYOUT (Q2)
LOCATION (Q4)
I think such a narrow design is
Actually, I guess I am
not conducive to efficient work quite fortunate to be
or to fostering a collegial
near the middle of the
atmosphere. A copier/ printer
long office. Close to
is located at each end if you
the bathroom &
walk to one & if it’s being used mailroom & office
it’s about the length of a
entrance. On the
football field to go to the other other hand, there
one. You hardly ever see
quite a lot of traffic
people who are housed at the
because my cubicle is
ends of the offices.
between most
popular conference
room and the
bathrooms.
We do not have enough space
so that everyone on our team/
unit is all together. Cubes
spaced apart in different areas
of building.
Size of office is good but it is in Quieter location with
a high traffic noisy area that
assistant in adjoining
requires door to be closed in
but private office- but
order to focus on work. Costadium tower does
workers may think I am anti
not appear to give
social but not so. Windows
CT's private offices.
clear in door would help.
Ideal which we had
previously.

AMOUNT OF SPACE (Q8)
I would very much
appreciate more surface
area& more drawer space. I
have a lot of paper and a lot
of things going on at one
once. So my cube always
looks like a disaster area.

Similarly, considering questions from 18 to 23 that cover office furniture,
furnishing, and equipment; respondents have stated reasons for their satisfaction or
dissatisfaction interchangeably as shown in Tables 5.2a and 5.2b. Therefore, the three
separate paired questions on each of these aspects have been replaced by a single pair of

123

questions to inquire about all three aspects collectively in the revised POE survey. The
modified pair of questions is as follows:
™ How satisfied are you with your personal workspace furniture, furnishing, and
equipment?
™ If you are highly satisfied or dissatisfied, please explain why.

SCHOOL OF PLANNING DESIGN AND CONSTRUCTION RESPONSES
OFFICE FURNITURE (Q19)

OFFICE FURNISHING (Q21)
I brought my own carpet and
office furniture

Ugly

Furniture is very light duty. It does
not seem durable for long haul.
furniture is heavy and low quality,
hard to move

See #19 for furniture.

Old furniture

OFFICE EQUIPMENT (Q23)
no place for models and
drawings; the office is like a rat
in a small cage.

Blinds are outdated and dusty

Rocks, sticks, difficult to move,
small drawer, only open certain
drawers if others are closed
The finish could have been
better.

Table 5.2a: SPDC Responses to Questions 18 - 23 (Verbatim)

SPARTAN WAY RESPONSES
OFFICE FURNITURE
(Q19)

It works; it's just uglymake a better color
selection.

OFFICE FURNISHING (Q21)
I don’t like the carpet because it
doesn’t have any padding. It is hard
on the feet.
Change color scheme.

OFFICE EQUIPMENT (Q23)
The printer is always jamming and
breaking down.
I would make the temperature
higher but this is something that no
one will ever be happy with
someone is always cold someone
else hot.

Table 5.2b: Spartan Way Responses to Questions 18 - 23 (Verbatim)

124

Table 5.2b continued: Spartan Way Responses to Questions 18 - 23
(Verbatim)
SPARTAN WAY RESPONSES
OFFICE FURNITURE
(Q19)

OFFICE FURNISHING (Q21)

OFFICE EQUIPMENT (Q23)

Chairs do not roll without major effort
because of bumpy patterned carpet.
Colors are drab and patterns are
ridiculous. Work surface corners are
sharp or edged with hand rounded
pieces not good for computer use.
Put padding under carpet; pick a
smoother carpet that vacuum easily.

Brought our own
furniture over from the
Kellogg center. I picked it
out it works well, was
brought over from
Kellogg center.

Could use carpet cleaning overall &
stain removal.

Too far to go to make a copy and
took a year but finally got us a
printer in our area.
I wish we had personal printers in
our offices.
Need a higher quality printer, Need
upgraded computer- grinding noise,
have been told by IT that my
computer is dying- might crash.

Our printers commonly have
problems and the other printer that
we can use is all the way down on
the south end of the building.
Keyboards should be in
ledges that are height
adjustable.

5.3.

I think way too much money was
spent on the décor of our office,
considering this is an university. Why
do we need sculpted carpets or
marble topped conference tables,
those ridiculous round things on the
top of the cabinets? When we moved
in here, there was such a sense of
office being way more important than
the people in it. Plus the design of the
bathroom sink area is horrible.
There’s standing water on the
counter constantly- sometimes so
bad, it is dripping on the floor.

I very much appreciated my
computer double screens. I really
dislike the printer copiers. I have to
frequently make a small set of copies
and often have to wait for print jobs
coming through as a copy did the
one dedicated to the copier.

Respondent’s (Direct) Recommendations
This section presents the changes made to the tested POE survey based on the

responses (recommendations) in the survey feedback section. As shown earlier in Table

125

4.4, there are additional evaluation factors suggested by respondents. Table 5.3 shows
those evaluation factors and questions suggested, if they were accepted or rejected,
reason for their acceptance or rejection, and the action taken. Mostly POE factors and
questions were rejected if they were out of the research scope or beyond the study goal
and objectives. The recommended aspects mentioned in Table 5.3 are derived from
Tables 4.4 and the recommended questions mentioned in Table 5.4 are derived from
Tables 4.5.
RECOMMENDED ASPECTS
FROM SPDC AND
SPARTAN WAY
(TABLE 4.4)

ACCEPTED/
REJECTED

SPDC comment no.1
Overall staffing concept

Rejected

Beyond current study
goal and objectives.

No action taken

SPDC comment no.2
Social interaction

Rejected

This aspect has already
been included in
questions 11 and 12.

No action taken

SPDC comment no.3
Teaching spaces, study
areas, studios and
computer lab spaces

Partially
accepted

A part of research goal
and objectives. Out of
research scope. Will be
considered in followup projects.

No action taken
within the
current study

SPDC comment no.4
Accepted
Flexibility of space for use
in future

Within research scope
and could be
considered as a part of
the study goal and
objectives.

Included in the
POE
questionnaire

SPDC comment no.5
Method of selection of
workspace

Within research scope
and could be
considered as a part of
the study goal and
objectives.

Included in the
POE
questionnaire

Accepted

REASON

ACTION TAKEN

Table 5.3: Reasons for Accepting or Rejecting Recommended Aspects and
Actions Taken Towards POE Survey
126

Table 5.3 continued: Reasons for Accepting or Rejecting Recommended
Aspects and Actions Taken Towards POE Survey
RECOMMENDED ASPECTS
FROM SPDC AND
SPARTAN WAY
(TABLE 4.4)

ACCEPTED/
REJECTED

REASON

SPDC comment no.6
Performance of common
areas (lunch rooms,
restrooms, conference
rooms)

Partially
accepted

A part of research goal
and objectives. Out of
research scope. Will be
considered in followup projects.

Will be
considered in
follow up
projects

SPDC comment no.7
Overall management and
job duties

Rejected

Beyond current study
goal and objectives.

No action taken

SPDC comment no.8
Privacy in cubicle
environment

Rejected

Within research scope
and would be
considered a part of
the study goal and
objectives.

Privacy is
already included
in the POE
questionnaire

Spartan Way comment
no.9 Access to building
from parking

Partially
accepted

A part of research goal
and objectives but, out
of research scope. Will
be considered in
follow-up projects.

Will be
considered in
follow up
studies

RECOMMENDED QUESTIONS
FROM SPDC AND SPARTAN WAY
(TABLE 4.5)

ACCEPTED/
REJECTED

Table 4.5: Comment 1 from SPDC
The use of the phrase
"satisfaction" is vague to me. It
does not capture my feelingsalthough there is plenty of
opportunity- to relate concern in
the open ended portion.

Rejected

ACTION TAKEN

REASON

The primary purpose
of the POE survey is
to assess overall
satisfaction and
therefore the use of
the phrase
“satisfaction”

ACTION
TAKEN
No Action
Taken

Table 5.4: Reasons for Accepting or Rejecting Recommended Questions
and Actions Taken Towards POE Survey

127

Table 5.4 continued: Reasons for Accepting or Rejecting Recommended
Questions and Actions Taken Towards POE Survey
RECOMMENDED QUESTIONS
FROM SPDC AND SPARTAN WAY
(TABLE 4.5)

ACCEPTED
/ REJECTED

REASON

ACTION TAKEN

Table 4.5: Comment 2 from SPDC Accepted
The scale generally starts from
very dissatisfied to satisfied in a
survey

Recommended
by MSU’s
Statistics
Consultants

Response options
reversed in
revised POE
survey

Table 4.5: Comment 3 from SPDC Accepted
Need NA option

This option
when added
gives more
flexibility to
respondents.

Not applicable
option added to
all “yes-no”
questions in the
POE questionnaire

Table 4.5: Comment 4 from SPDC Rejected
Q24-25, Q51-53, Q59-62

Outlier
response.

No Action Taken

Table 4.5: Comment 5 from SPDC Partially
Q 58-61, not sure if you meant
Accepted
HVAC or computer technology.

Instruction
could be more
specific

Questions 56
through 60
modified for
clarity

Table 4.5: Comment 1 from
Spartan Way
Q31 I couldn't quite figure out
what you were asking

Accepted

Instruction
could be more
specific

Question modified
for clarity

Table 4.5: Comment 2 from
Spartan Way
After Q31 and Q32, the italicized
text doesn’t tell you what to do if
you have no previous office space

Accepted

Instruction
could be more
specific

Question modified
for clarity

Table 4.5: Comment 3 from
Spartan WayQ28 should state- "if No, skip to
Q31 which is on page 4”

Accepted

Instruction
could be more
specific

Question modified
for clarity

Table 4.5: Comment 4 from
Spartan Way
Q36- NA if not long-term
employee of unit, likewise for
Q38.

Accepted

Instruction
could be more
specific

Question modified
for clarity

128

Table 5.4 Continued: Reasons for Accepting or Rejecting Recommended
Questions and Actions Taken Towards POE Survey
RECOMMENDED QUESTIONS
FROM SPDC AND SPARTAN WAY
(TABLE 4.5)

ACCEPTED
/
REJECTED

REASON

ACTION TAKEN

Table 4.5: Comment 5 from
Spartan Way
Q57 needs likert scale

Accepted

Instruction
could be more
specific

Question
modified for
clarity

Table 4.5: Comment 6 from
Spartan Way
Q59-Q62 also NA to employees
new to the unit

Accepted

Instruction
could be more
specific

Question
modified for
clarity

Table 4.5: Comment 7 from
Spartan Way
Questions refer to renovations- this
was a new building.

Partially
Accepted

Limitations in
building
selection

Not Applicable

Table 4.5: Comment 8 from
Spartan Way
Q58-60- not sure what is meant by
new technology.

Partially
Accepted

Instruction
could be more
specific

Question
modified for
clarity

UNECESSARY/CONFUSING
QUESTIONS

ACCEPTED/
REJECTED

REASON

ACTION TAKEN

Table 4.5: Comment 6 from
SPDC- Age

Rejected

Outlier
response

Table 4.5: Comment 7 from
SPDC- Q48 and Q52 same
question- ventilation

Partially
accepted

Question seems Removed from
repetitive
thermal comfort
category and
retained under air
quality.

Table 4.5: Comment 9 from
Rejected
Spartan Way- It seems that
the same questions were asked
but in different uses of verbiage

No particular
questions
referred in
response

No Action Taken

No Action Taken

Table 5.5: Reasons for Accepting or Rejecting Comments for
Unnecessary/Confusing Questions and Actions Taken

129

5.4.

Modified POE Survey Questions
Based on the recommendations from the Spartan Way and the SPDC occupants,

the following changes were made to the POE survey:
1. The likert scale was reversed from “very dissatisfied” to “very satisfied” in all
questions inquiring about occupants’ satisfaction level.
2. The evaluation factors, “flexibility of space for use in future” and “selection of
workspace” were added to the first section of the POE survey.
3. Questions inquiring about occupants’ satisfaction level with regard to new
technologies implemented in the case study facilities were rephrased for clarity.
4. The question inquiring about occupants’ satisfaction with “ventilation of their
workspace” was previously mentioned in two sections, “thermal comfort” and
“air quality”. This question was deleted from the “thermal comfort” section to
avoid repetition.
5. A “not applicable” option was added to all the “yes-no” questions based on
recommendation of statistics consultant at Michigan State University.
6. In the last section of the POE survey, the question inquiring about opinion of
respondents with regard to focus groups versus survey was modified. The likert
scale format was replaced with a multiple choice format.
7. The final and most significant modification made to the survey was to convert it
from a paper-based to a web-based format. This was based on the analysis results
that 57% of the SPDC and 72% of the Spartan Way occupants would prefer a
web-based survey in the future as a method of interaction for this kind of study.

130

5.5.

Conclusion
The modifications made to the POE survey were to enhance the simplicity and

efficiency of the overall questionnaire and to make it more user-friendly. The POE survey
from this study was not entirely but partly different from those already available in the
literature in the following way: it is a stand-alone survey, focuses on evaluation of indoor
environmental and functional performance, unlike the AUDE 2006 survey, that
additionally investigates the technical performance of facilities and the overall
performance of project in the design and construction phases, using a set of
questionnaires; or unlike CBE, where, the questionnaire mainly investigates indoor
environment. The most unique feature of this survey is that it allows university
administrators to capture individual occupants’ perception of their personal work space
performance, of the related issues, and of what changes could be made to make the space
more efficient and satisfactory for them. This automatically gives a direction for
corrective action in future, which takes care of occupants’ opinions.

5.6.

Chapter Summary
This chapter discussed changes made to the POE survey based on findings from

its application in the case study facilities (analysis of the survey feedback responses from
Stadium and Spartan Way). The modified final POE survey is included in appendix B7.
The next chapter presents the recommended POE process, which is the second main
deliverable of this study.

131

CHAPTER 6
POST OCCUPANCY EVALUATION PROCESS

6.1

Chapter Overview
This chapter presents the recommended POE process that was developed based on

the lessons learned from the application of a POE in this study, the information found in
the literature from a comparison of the POE phases identified in the Key and Wener’s
1980 study (Figure 2.5), the POE process models developed by Preiser in 2002 (Figure
2.7) and AUDE in 2006 (Figure 2.9), and the post implementation review process by
New South Wales Treasury in 2004 (Figure 2.8).

6.2

Post Occupancy Evaluation Process
The recommended POE process as shown in Figure 6.1 comprises of four phases,

namely, project establishment phase, data collection and analysis phase, reporting phase,
and university phase for incorporation and corrective action. These four phases further
comprise of various intermediate steps.

132

PARTICIPANTS

A. PROJECT ESTABLISHMENT

UNIVERSITY
Does university and facility
owner want to conduct POE or
not?

FACILITY

Get involved
between 9-12
months from
occupation and
help initiate POE
program

Appoint
project
coordinator

POE TEAM
(INTERNAL STAFF)
Appoint POE team
CONSULTANT
(EXTERNAL STAFF)

Exit Process

1. Establish POE goals and
objectives
2. Determine POE outcomes
3. Conduct feasibility review
4. Identify scope and
limitations
5. Determine POE
timeframe
6. Ask internal questions
7. Determine instrument/s
to be used

Engage consultant?

Appoint consultant
Figure 6.1 Post Occupancy Evaluation Process
133

Gather
general
project
information

Figure 6.1 Continued Post Occupancy Evaluation
PARTICIPANTS
UNIVERSITY

A. PROJECT ESTABLISHMENT

B. DATA COLLECTION AND ANALYSIS
University
approval

Select
stakeholder
representatives
FACILITY

POE TEAM
(INTERNAL
STAFF)

Gather
general
project
information

Facility
director’s
approval
Building
data

Select method
for data
collection

Apply POE
methods:
occupant
surveys,
structure
interviews,
focus groups,
physical
observation,
etc

CONSULTANT
(EXTERNAL
STAFF)
POE
RESPONDENTS
(Survey
respondents,
interviewees)

134

Record,
arrange, sort,
and analyze
the collected
data and add
information
to an existing
or newly
created
database

POE
method
and
application
feedback

Occupant
data

Figure 6.1 Continued Post Occupancy Evaluation

PARTICIPANTS

DATA
COLLECTION AND
ANALYSIS

REPORTING

UNIVERSITY

Feed into university
standards and guidelines
for use in improving
building design, planning,
operation, maintenance,
and project

UNVERSITY

FACILITY

POE TEAM
(Internal staff)
CONSULTANT
(External staff)
POE
RESPONDENTS

Building
data
POE
method
and
application
feedback

Document POE
findings,
conclusions, and
recommendations

Document
feedback on
POE application

Generate
reports

Occupant
data

135

Inform facility managers
and building users about
their building
performance
POE evaluation team
with or without external
consultant receive
feedback in terms of
lessons learnt to refine
process for future use

This recommended POE process involves four departments within the university:
1. The University administration (finance and planning departments especially)
2. Facility-to-be evaluated administration
3. Appointed POE team
4. Building occupants/ POE participants/respondents.
Additionally, an external POE expert/consultant may be employed if required.
Detailed description of the four POE phases (project establishment, data collection and
analysis, reporting, and university corrective action) are presented below:

6.2.1

Project Establishment Phase
In this phase of the recommended POE process, the project is to be established in

terms of the POE method (data collection tool to be used) to be followed, the timeline to
be considered, the goals and objectives to be accomplished, the outcomes to be attained,
and the budget allocated. All of this is decided after a careful feasibility review and an
identification

of

the

overall

POE

scope,

limitations,

and

the

internal

issues/questions/expectations. The information thus outlined is fundamental towards the
rest of the phases of the process. All methods, tools, and strategies are to be based on the
project plan established from now on.
The first step is for the university administrators to decide if they want to conduct
a POE for a particular facility. The findings of this study indicate that this decision should
be preferably taken between nine to twelve months from when the renovated or
constructed facility has been occupied. This gives sufficient time for the occupants to
have experienced the building’s indoor environment and functional performance through

136

most of summer and winter to and from a more accurate/reliable/consistent opinion about
the building’s performance. At this point the facility manager/personnel should be
included to appoint an internal POE project officer who participates with university
administrators to appoint the POE team consisting of designers, consultants, planners,
facility personnel, contractors, and occupants. This contributes to a holistic feasibility
review which contributes to a reliable project plan. Once the internal team has reviewed
all the details with regard to project establishment, the need for an external consultant is
investigated. From this point on, if an external consultant is appointed, he or she can take
responsibility for the entire POE process or work with internal personnel to choose
methods to conduct the POE, or follow this method and report results to university
administrators. If the external consultant is not required then the internal team takes
responsibility for the following steps through the next phases. Once the POE team and
the POE objectives are established, general project information is gathered, which is
helpful in the analysis and reporting phase. At this point stakeholder representatives are
selected and contacted. Next, the POE method for data collection is decided.

6.2.2

Data Collection and Analysis Phase
In this phase, the first step would be to get approval from university and facility

administrators for the chosen POE method. Next, the POE is executed and relevant data
is collected, recorded, sorted, and analyzed. In this phase the data collected using the
approved POE method is categorized to serve the objective and purpose of the POE.
For example, in this study the data is collected using interviews and surveys,
recorded in excel spreadsheets in numeric and open ended form, and analyzed using

137

descriptive statistic methods under the categories: building data, occupant data, and
feedback data. The interviews were conducted among university administrators to obtain
their insight on POE and to understand their expectations from POE. The surveys were
conducted among building occupants to capture their perceptions towards their facility’s
functional and indoor environment performance, how it affects their satisfaction levels,
and to obtain feedback on the distributed survey. The objectives of this study are: to
develop a POE survey questionnaire for use by building occupants, to establish a POE
process for universities, and to determine occupants’ perceptions about building
performance and their related satisfaction levels.
According to the literature reviewed for this study, POE data can be collected
using walkthroughs and physical observation, structured interviews, surveys, focus
groups, maintenance record review, energy assessment, etc. Table 2.3, Table 2.4, and
Table 2.5 in Chapter Two presents a summary of the kinds of POE instruments that have
been used, their advantages and disadvantages, their foci, and their preferred time of
application. Based on the type of data collection instrument selected, data may be
recorded and analyzed qualitatively or quantitatively.

6.2.3

Reporting Phase
In this phase, the findings of the data analysis are reported to the university and

facility administrators. The findings may be presented in two categories: building
performance and POE feedback. The building performance information can be further
presented in sub-categories such as project performance, functional performance, indoor
environment quality, technical performance, and energy performance with regard to

138

different groups and area types. It mainly flows from the ways in which the data is
recorded, arranged/sorted and analyzed. The method and categories of reporting sets very
strong grounds for the direction and extent to which the corrective actions are suggested
in the next phase. The purpose of the POE feedback usually is to improve and streamline
the evaluation process. The reporting formats will depend on the objective of the POE
and the people to whom the findings are to be reported. For example, in this research
study, the findings of the building performance have been presented in the form of a
histogram.

6.2.4

University Standards and Corrective Action Phase
This is the phase where corrective actions may be taken against the problems

reported. Additionally, the building performance and the feedback information are used
to feed into the university standards database for improvement in design, construction
and operation. Depending on the objective and nature of the information gathered with
the help of the POE, it may contribute to the improvement or refinement of the technical
standards, the project management standards, the design standards, the construction
standards or it may just add to the building records, construction history, maintenance
history, etc.

6.3

POE Process Limitations
The recommended POE process is generic and emphasizes the application of

standard POE instruments in universities. The development of customized POE
instruments is beyond the scope of this process. The process presents an overview of the

139

entire evaluation and does not elaborate individual phases as because, it will vary with
other building types. The process may also need modification and elaboration of
particular steps depending on the data collection instrument and the method of analysis
used. The parameters of the feasibility review may vary depending on the purpose and
the desired outcome of the POE. Since the POE process is generic, it does not present any
categories for building performance or feedback data.

6.4

Conclusions
The POE process discussed in this chapter is intended to assist/guide facility

managers or university administrators in creating their own process based on the purpose
and desired outcome of the POE. This process caters to the first level of POE which is
indicative of the buildings’ performance. In order to further investigate or provide
diagnosis of the buildings’ performance or problems, the process may be made more
intense in the appointment of a POE team, process feasibility review, application of POE
instrument (data collection), and reporting of findings.

6.5

Chapter Summary
This chapter presented a discussion of the recommended POE process and its

limitations. The following chapter presents the lessons learned from this study, the
recommendations for POEs in universities, and the conclusions from this study.

140

CHAPTER 7
SUMMARY AND CONCLUSIONS

7.1

Chapter Overview
This chapter provides a discussion of the overall research scope, the accomplished

research goal and objectives, research conclusions, the limitations experienced in this
study, and also provides for a direction for future research. The following section
presents an overview of the research project narrated through the chapters 1 to 6.

7.2

Research Overview
This research developed a process for universities to conduct post occupancy

evaluation for renovated facilities with a focus on functional performance and indoor
environment quality. This study also developed a survey questionnaire specific to office
settings at universities. This was accomplished with the help of interviews and feedback
surveys, which was intended to capture the perception of university providers and users.
The method adopted for these deliverables was also intended to set an example for
universities to be able to generate survey questionnaires specific to different settings
within universities such as classrooms, common indoor , and outdoor spaces, research
laboratories, computer laboratories, parking ramps etc.
Chapter 1 presented the need and significance of this study, how it will assist
university organizations to identify and improve the elements of the physical work
environment that will further enhance the work experience of faculty and staff, thereby
generating higher satisfaction and productivity levels. This is followed by a discussion of

141

the overall research goal and objectives based on the research scope, limitations and the
deliverables. Though the kind of setting used in this study is staff and faculty spaces in
university office environments, it is not restricted to it and may also be used for other
kinds of office settings within universities as well.
Chapter 2 presented a discussion of the literature reviewed for this study in order
to identify the post occupancy evaluation factors to assess functional and indoor
environment performance of office settings in universities. Additionally, the basics of
POE were discussed, and studies similar in scope were identified in past research to
compare existing POE methods and instruments.
Chapter 3 presented a detailed explanation of the methodology followed for
establishment of the research project, identification of the functional and indoor
environmental aspects and POE instruments, execution of interviews, development, and
implementation of surveys, data analysis, and finally the development of the final POE
survey, and documenting findings.
Chapter 4 presented the most salient part of this research which includes detailed
explanation of all phases of data collection and analysis to accomplish the research goal
and objectives.
Chapter 5 presented the overview and details with regard to development of the
final web-based POE survey. This chapter discussed each section of the survey in detail
and provided the rationale for the question content.
Based on the literature reviewed, methodology followed, data collected and
analyzed during the study, this last chapter draws conclusions and provides
recommendations related to the accomplishment of the research goal and objectives.

142

7.3

Accomplishment of Research Goal , and Objectives
The goal of this research was to contribute to the improvement of functional and

indoor environment design and operation of work spaces in university facilities. This goal
was achieved with the help of two research objectives. The first objective was to develop
a survey using identified evaluation factors that would indicate the functional and indoor
environment performance of university renovated office settings. The second objective
was to develop a method/process for universities to conduct post occupancy evaluation
studies for different settings. The above mentioned objectives were accomplished with
the help of the following research steps:
1. Identification of functional and indoor environmental aspects that affect faculty
and staff-satisfaction in university work spaces. This was mainly accomplished
with the help of literature review, and analysis of interviews.
2. Development of trial POE survey comprised of questions about the identified
evaluation factors. This was completed by comparison of existing POE
instruments , and coming to the conclusion
3. Proposing a method/process to assess functional and indoor environment
performance of university work spaces which included the developed POE
survey.
4. Application of the developed POE survey along the lines of the proposed
methodology.
5.

Development of final survey based on feedback from case study facility
administrators, and occupants.

6. Presenting the POE findings for the case study facilities.

143

7.4

Lessons Learned
This section presents a discussion of the lessons learned from research that was

conducted to develop a specific tool and process to assess the functional and indoor
environmental performance of university offices using occupant-satisfaction as an
indicator. The objective behind sharing the lessons learned is to assist university
administrators or other researchers in improving future POEs. The limitations of this
study such as target population group, space-type, and evaluation factors form the basis
of recommendations for future research directions or follow-up studies in the realm of
POE at universities.

7.4.1

Lessons learned from Literature Review
In this study, a wide variety of POE-related literature was reviewed in order to

study existing POE processes, methods, and instruments especially applicable in
university or higher education environments. Considering that literature is extremely
significant in this type of study and that university campuses consists of a variety of
facility types, literature reviewed must be paraphrased/summarized and documented in an
organized fashion from the start. For example, information may be sorted or arranged in
categories such as: POE building type, POE factors, POE processes POE questionnaires,
POE raw literature, and POE studies on campus. This sorted-out information will support
future research in many ways and may be referred to by facility/building/organization
managers/administrators throughout the building life cycle. A comprehensive literature
review can be an efficient way to learn from experience and efforts of others, which will
save costs and also provide for benchmarking through publications. Initially a few main

144

categories may be created under which relevant/corresponding information attained from
literature may be stored chronologically and according to type. In the future, sub
categories may be created based on need to do so. This may be a collection of Excel
spreadsheets, MS word files, and or PDFs or images stored in electronic folders
categorically and chronologically as shown in the illustration below:
POST OCCUPANCY EVALUATION (POE) LITERATURE
ORGANIZATION STRUCTIURE OVERVIEW

Building Type

POE Factors

POE Process

POE Literature

Classrooms

Functional

POE Questionnaires

Laboratories

Indoor
Environment

Physical Observation
Checklist

Technical
Offices

Energy Assessment
Data

Cafeterias

Focus Groups

Storage areas

Interviews

Miscellaneous

Surveys

Libraries

University housing

POE Studies at
Michigan State University

Utility structures
Operational Review at 3-6 months
Sports facilities
Parking ramps

Project Review at 12-18 months

Entertainment areas

Strategic Review at 3 to 5 years

Figure 7.1 Suggested Literatures Database “Post Occupancy Evaluation”

145

7.4.2

Lessons learned from Interviews
The timing for interviews in universities is a very significant factor that may

influence the responsiveness of participants. It was observed during this study that winter
was the best time to conduct interviews of university administrators, managers, and
inspectors. Most university representatives are busy from late-spring through mid-fall
since most of the construction planning and execution happens during this time. On the
other hand, planners and designers have a fairly similar schedule all year round. This is
especially true in colder climatic areas due to extreme weather conditions where most
construction is planned around summer and fall.
In this study it was observed that in-person individual interviews were extremely
effective for university representatives/administrators especially those in high profile
positions. It gives a sense that it is more interactive and personalized and allows the
respondent to feel more comfortable and share un-tainted opinions due to protected
privacy by terms of confidentiality (research protocol).
Although it seemed that some questions in the questionnaire were irrelevant or
repetitive depending on if the respondent was a designer or a administrator or a manger
or a construction inspector. Therefore, it was concluded that a questionnaire tailored to
each group such as designers, facility managers, and administrators may be of additional
help. Some questions for all groups must be similar to enable comparative analysis and
some questions must be particular to their roles and responsibilities towards university
facilities. Overall, the interview phase is significant in that it sets the momentum for the
remaining phases of the POE process and that it captures opinion and expectations of the
university providers.

146

7.4.3

Lessons learned from Surveys
The findings of this study confirmed that building occupants preferred a web-

based survey format over a paper-based format as used in this current study. This was
helpful to gather responses, especially if a larger population was being surveyed,
although a few occupants preferred a paper-based format. The survey feedback responses
also indicated that the use of a web-based format could also reduce the efforts of the
evaluators in the analysis phase. This would also facilitate the creation of a reporting
database and its integration with a larger database system that would store and use data
from all buildings on campus and would be useful in tracking previous problems
encountered, corrective actions taken, their supporting rationale, and final effects.
Based on the literature, the best time for survey distribution is after the occupants
have experienced both seasons at least once. At the same time, if more than a year passes
by then occupants adjust to the present conditions, may have surrendered to temporary
remedies/ solutions, and may not be able to distinguish the real problems. Often any
building’s present conditions depend on the way it’s been used and maintained by
occupants and, it may not be a design or construction issue. Surveys can be conducted
independently or in combination with other data collection methods such as focus groups,
structured interviews, physical observations, and walk-through. For universities, POE can
be conducted both among staff/ faculty and students to compare perceptions of
performance of common areas.

147

7.4.4

Lessons learned from Data Analysis
During the analysis of the survey responses, it was concluded that the experience

and results from a POE may be enhanced by conducting a separate and prior study to
determine the order of preference of evaluation factors for occupants. This is helpful to
customize and organize the survey questions according to occupant groups.
A more detailed study of individual buildings could be used to determine which
design features offer the best value. This type of investigation may be able to show the
difference between early design expectations, as-built expectations, and operations. For
example, with energy, compare design modeled data, number of LEED credits received,
measured energy data, and Energy Star score. The ability to collect consistent data from
each site is critical for building-to-building comparisons to industry baselines and for
building to building comparisons. The impact on building performance needs to be
accounted for when there are occupancy changes, lack of required maintenance, and/or
unplanned uses of the buildings. The snapshot view of these sustainably designed
buildings provides a valuable picture of the overall performance for one year of use. This
study is an important first step to making inferences about whole building performance.
Future work to identify year-to-year variation in whole building performance could
improve the accuracy and depth of this assessment. Future analysis would benefit from
multiple years of data for each metric in order to be able to average the data and
investigate potential trends.
During the analysis, it was concluded that web-based survey format would have
made reporting more efficient and that it would have been easier to record or transfer raw
data into formats necessary for statistical analysis. The manual distribution and collection

148

of surveys was time consuming and cumbersome, although the feedback time was
remarkable. It seemed to be very inefficient if any participants lost their copy of the
survey, especially if the survey was completed. If it were an online survey, it can be
easily retrieved. Additionally, by delivering paper surveys to occupants in their mail
boxes, a day was lost as most faculty and staff members check their mail boxes once or
twice a day, on their way in or out.

With regard to the type of responses it was felt that responses to close-ended and openended questions may be recorded in separate Excel sheets to enable different filter and
sort combinations for statistical analysis. The questionnaire in this study may be modified
to include additional questions about the particular facility, the nature of the occupant
populations, and the project itself (desired outcomes), which would contribute to more
accurate and reliable conclusions.

7.4.5

Lessons learned from Application of POE Process
POE must be conducted in a systematic and planned fashion in order to derive

maximum benefit from what the process has to offer/ potential from the process. Since
the campus has various kinds of facilities in terms of: type of use, nature of population,
amount of square footage, level of complexity, and number and type of resources
involved. POE for each building must be preferably a distinct separate project with the
required resources (budget, staff time, concerned authority permissions, etc) assigned and
clearly outlined objectives such that no resources are wasted on diversions which must

149

not be considered in the first place. The best idea may be to assign small, consistent, and
core team to several projects of similar type/kind.
Depending on the resources available, the level of effort may be decided for the
POE, which therefore also lays the path for the POE method selection/strategy. The
survey method can be used for all three levels of effort depending on the content and
structure of questions. A strategic investment in a (periodic) POE may save the unwanted
costs of expensive renovation and repair; for example in the Spartan Way, people still
complain about white noise, which was actually a noise correction strategy. Similarly in
SPDC, motion sensors were installed with the lighting which was intended to save energy
but has now become a factor of dissatisfaction among several occupants. Their concern is
that this makes the corridors dark when no one is walking around, which is usually the
case when people are working continuously at the same time or if one person is in his or
her office working continuously without movement. For some faculty members, even
their room lights would go off on occasions and this causes tremendous dissatisfaction. In
SPDC, doors were installed between corridors and the stairwell for security purposes. In
reality this also causes the corridors to become warmer than comfortable and
claustrophobic for users as it prevents air circulation that was there previously without
the doors.
POE may be conducted in two stages to capture the problems and the impact of
the solutions. The first POE can be designed to conduct an investigation of problems.
Once the findings/ results are analyzed and the issues are clearly defined/outlined, the
corrective actions ought to be implemented. Following this, the second POE can be
conducted after considerable time has passed and when occupants have experienced

150

major seasons in their personal work space. This second POE is more to capture, if what
was done worked right and if the corrective action impacted an increase in the
satisfaction levels of building occupants.
At universities, where many "hierarchical levels" and departments are involved,
communication can be either becomes a great source of help or obstacle towards the POE
process. Good working relationships are greatly required, which will go a long way in
conducting several POEs on campus. This is unlike a single and typical office building or
any other kind of single facility. Relations built with occupants on first encounter will
impact the quality of data collected. Additionally with regard to the "Dimensions of
POE", the breadth of focus can be different for different population groups even if in the
same building. Therefore, data collection for common shared spaces from all population
groups will yield a more comprehensive perception of occupants.
"Given that each facility occupies a unique place and time, there is more art than
science to this. Because a building is inherently complex, an evaluation of building
performance can cover an overwhelming array of technical, functional, social, and
aesthetic issues. However, it is rarely practical or necessary to evaluate all aspects of a
facility, so there are many varieties of POE, based on the purposes they serve and the
level of effort involved." Stefani Danes
Even though a standard process may be laid out, certain aspects are still very
specific to the project scope, facility type, etc. There may be many trial and errors before
a scrupulous and comprehensive process may be laid out. It is important that the existing
project delivery process of the concerned university may be laid out first to tailor-fit the
process with consideration to available resources and desired outcomes, and the long-

151

term goals of the campus (master plan). The process must be flexible enough that it can
be modified to enhance the evaluation experience for each facility.

7.4.6

Lessons learned about POE Project Team
It would contribute to the effectiveness and efficiency of POEs if the project team

represented all departments that must be kept informed at all stages about all aspects of
the evaluation. The best way to do that would be to have individual representatives from
all departments that are involved in the planning, design, construction, and operation of
university facilities regularly. The POE team must include a design representative (or his
assistant/subordinate who are aware of design concepts) as it adds direct learning from
projects. In universities, multiple departments are involved in the design, construction,
and maintenance of facilities and as more and more POEs are conducted, uniform/
consistent communication and documentation can become a challenge. This can be
overcome in the start when a system is being put in place so that this aspect is in control,
by appointing an exclusive POE team.
Costs of the POE may be distributed among the various stakeholders in more than
one form. For example, the university administration can assign a budget and hire a third
party/researcher/consultant to appoint a single point of contact as the POE coordinator
who will be responsible for the overall POE and coordination. The designer along with
the facility manager can contribute manpower to the POE team for data collection. They
will report and coordinate with the project coordinator. Once the problems/issues in the
building are identified and a corrective action is decided, then the constructors can
supervise the execution of the same. The resources required at this point can be funded by

152

the university administration. Designers can take responsibility for reporting the details of
the process throughout.

7.4.7

Lessons learned about POE Factors
A study of order of preference of evaluation factors must be conducted prior to

planning and design of a new or renovated facility, which must then be used to outline
the factors for measurement of occupants’ satisfaction. For example, based on occupant
response, the order of preference at SPDC was different from that of the Spartan Way. At
SPDC, 20% of the respondents, mainly faculty, complained about lack of sufficient
storage space for student material. The concern for staff in the same facility was mostly
about lack of personal control of HVAC. In the Spartan Way, 21% of the respondents
complained about too many cubicles and no conference room in the building. Also for
example, “Ease of interaction with co-workers” is a factor in both facilities but in SPDC,
“Ease of interaction with students” becomes a factor too in SPDC as occupants also
consist of faculty and not only staff as in Spartan Way.

7.4.8

Lessons learned about POE Questionnaire
Based on occupant responses it was concluded that satisfaction with common

areas impact overall satisfaction of occupants. Therefore questions regarding other areas
must be included in POE questionnaires. Additionally, correlation questions must be
included with consideration to occupants’ satisfaction with organization culture/ structure
and individual work responsibilities. To be able to locate or identify if there are any
secondary issues independent of functional and indoor environmental performance.

153

Design must be laid out depending on the primary work activities and order of preference
of factors can be paired or grouped to better understand and cater to occupants’
requirements through design. Also, primary work activities and order of preference of
factors can be paired or grouped to better understand and cater to occupants' requirement
from design. New technology in both buildings is a concern and a factor of
dissatisfaction, therefore, designers can look for/implement more constructive approaches
for implementing new technology. For example, may be testing any new technology first
in a smaller area with a few occupants. If this small number of occupants is dissatisfied,
then the problems can be corrected with lower costs and application on a larger area can
be avoided. Additionally, if it’s a very small percentage dissatisfied, then the corrective
action can begin from smaller and/or simpler problems, which will also allow more time
to plan an action/method/strategy, to put together resources, and to negotiate costs for
complex and larger problems.
The data collection methods/ strategies/ instruments should be an opportunity for
appreciation as much as it is for constructive criticism for the building design. It is very
important to know what kind of information is being targeted here and accordingly,
questions/ instruments must be designed. Additionally, data analysis methods must be
employed in order to satisfy the required report format.

7.5

Conclusions and Inferences
This section summarizes the conclusions drawn from the literature review,

interviews of university personnel, and the feedback obtained on the trial POE survey
from building occupants. The literature of post occupancy evaluation and the interviews

154

emphasized the evaluation factors/aspects and methods that are significant while
conducting evaluation studies. Most of the POE factors and methods stated in the
literature were also reported by the interviewees. These factors and examples of similar
methods were used to develop the trial POE survey. This trial POE survey was used in
two university facilities to gather occupant feedback with regard to its usefulness and
effectiveness. Next, occupant feedback was analyzed qualitatively and quantitatively to
derive conclusions with regard to changes needed in the trial POE survey to make the
modified version more comprehensive and efficient.
The data collected from the application of the trial POE survey emphasized the
significance of this study. However, it was realized that a survey would be more useful
and seem comprehensive to occupants if common areas were also evaluated along with
their personal workspace. The data indicated that faculty members were affected by
performance of student spaces in addition to their own. Finally, it was found that a web
based survey version would be most useful for universities since they use several kinds of
databases that maintain building performance records, and this will only add to that pool.

7.6

Research Benefits and Contribution
This study renders a two-dimensional benefit for university providers and users

by providing them with a method (process flowchart and recommendations) and tool that
would add value to building design and operation, and also continuous improve process
of facility management.
This study contributes to the ability of universities to identify the elements of the
physical work environment that will further enhance the work experience of their

155

occupants and also have positive influence on recruitment, retention, and work
performance or productivity of faculty, staff, and student populations by providing a
processes were used to develop a trial POE survey to continuously track occupant
satisfaction and thereby enhance performance of their building design for users.
Additionally, the process and survey developed during the study will facilitate a
periodic dialogue between the building occupants and managers about their changing
environmental need and preferences. The survey will be instrumental in collecting user
feedback that will support future decisions, and expenditure towards design and
construction for university facilities.

7.7

Future Research Directions
This focus of this study was to evaluate the performance of function and indoor

environment in renovated office spaces within universities by investigating the
satisfaction level of users. The limitations of this study form the basis of suggestions for
future research.
Universities accommodate various functional areas due to the different population
groups such as students, faculty, and staff. Therefore as a direction for future research, it
is recommended that the methodology, and survey used in this study be further enhanced
to evaluate other specific areas such as classrooms, libraries, laboratories, studios,
conference rooms, custodial and common areas such as cafeterias, auditoriums,
restaurants, parking ramps, outdoor interaction spaces, toilets, storage areas , and student
lounges that have been excluded in this study.

156

Buildings may be evaluated for functional, technical, indoor environment or
overall performance which may be conducted at any phase during its life cycle such as
programming, planning, design, construction or occupancy. This study focused on the
functional and indoor environment factors/aspects only. Excluded factors/aspects are
considered to be potential directions for future research.
The post occupancy evaluation criteria for this study was established qualitatively
based on literature review, and responses from exploratory interviews that were
conducted among university owners, administrators, staff , and architects. It is
recommended that further research be conducted using quantitative methods to verify the
evaluation criteria. Also, the developed survey was tested in two renovated facilities
within one university. To further enhance the survey, it may be tested among more
facilities within the same or among different universities.

7.8

Chapter Summary
This chapter concludes this research by discussing the overall research scope,

accomplished research goal and objectives, lessons learned, recommendations, final
research conclusions, study limitations, and directions for future research.

157

APPENDICES

158

APPENDIX A
INTERVIEWS
A1: Interview Consent Form
A2: Project Abstract
A3: Interview Questionnaire
A4: Interview Response Record Sheet for Qualitative Analysis

159

Appendix A1: Interview Participant Consent Form

160

PARTICIPANT CONSENT FORM
University Owners, Administrators, Staff and Architects
DEVELOPMENT OF A POST OCCUPANCY EVALUATION INSTRUMENT TO
ASSESS OCCUPANT SATISFACTION IN UNIVERSITY RENOVATION
PROJECTS
Principal Investigator: Tim Mrozowski and Tariq Abdelhamid
Research Assistant: Sagata Bhawani
The Center for Construction Project Performance Assessment and Improvement
(C2P2Ai) from the School of Planning, Design and Construction at Michigan State
University is conducting research in order to develop a Post Occupancy Evaluation
(POE) method for assessing user satisfaction in recently completed university
construction projects with emphasis on university office renovations. As an experienced
administrator or designer your insight will be valuable as we develop an instrument.
Your responses will be used to help identify important questions that a POE process
should address. The outcome of the project will be a POE tool which is useful in
operating facilities, identifying necessary corrective actions and providing feedback for
future design projects.
As a participant in this research, you will be asked a series of open ended questions
relating to post occupancy evaluation in an interview setting. Your participation is
voluntary and you may choose to terminate your involvement in this study at any time
during this project. If you are uncomfortable at any time during the questioning, you may
terminate and withdraw from the interview. You may refuse to answer any particular
interview question. Your privacy will be protected to the maximum extent allowable by
law. If you are employed by a commercial firm, neither you nor your company will be
identified by name in any reporting. However, your title (e.g. Project Manager) may be
reported. If you are employed by a university, your name and title will not be used but
the university you work for will be identified. The estimated time to complete this
interview is approximately 45-60 minutes. As a participant, you may request a copy of
this consent letter for your records.
Funding for this project is indirectly being provided by the MSU Office of the Vice
President for Finance and Operations as C2P2Ai funding comes from that office. The
researchers are employed by Michigan State University. The findings of the study will
be available at the end of the research through a report. If you request a copy of the report
it will be furnished to you. The data collected will also be used for a graduate Master’s
thesis.
If you have any questions about this project, you may contact:
Tim Mrozowski, A.I.A., LEED ® AP
Professor of Construction Management, School of Planning, Design and Construction,
Michigan State University, (517) 353-0781- mrozowsk@egr.msu.edu
Sagata Bhawani
Graduate Student and Research Assistant, Construction Management Program, School of
Planning, Design and Construction, Michigan State University,
(517) 648-6277- bhawanis@msu.edu

161

Appendix A2: Project Abstract

162

Construction Project Performance Assessment and Improvement (C2P2AI)
School of Planning, Design, and Construction, Michigan State University
PROJECT ABSTRACT
DEVELOPMENT OF POST OCCUPANCY INSTRUMENT TO ASSESS
OCCUPANT SATISFACTION IN UNIVERSITY RENOVATION PROJECTS
Principal Investigators: Tim Mrozowski and Tariq Abdelhamid
Research Assistant: Sagata Bhawani
Post occupancy evaluation (POE) can be defined as the process of evaluating buildings in
a systematic and rigorous manner after they have been built and occupied for some time.
It is any and all activities that originate out of an interest in learning how a building
performs for its occupants. The results provide architects with information about the
performance of their designs and building owners with information useful for operating
and improving their facilities.
The goal of this research is to improve functional performance and indoor environment
design and operation of work places in university buildings. The primary product of this
research will be a step-wise POE process and instrument for measuring occupant
satisfaction relative to functional and technical performance and indoor environmental
quality.
The methodology for the study includes: 1) review of literature relating to POE, project
post-mortems, post construction assessments and occupant-satisfaction 2) Interviews of
up to ten university owners, administrators, staff and consulting architects to obtain
insight and recommendations for development of the POE instrument and process, 3)
development of a POE instrument to assess building occupant satisfaction an and 4)
evaluate the POE tool through use in two case study projects 5) The data will be analyzed
to modify the POE and to develop conclusions and recommendations about the POE
process. Administration of the POE tool in the case will be by separate IRB or an
amendment to this IRB.
The outcome of the project will be the development of a POE process tool applicable to
university settings with a focus on office environments and renovation projects. The tool
if utilized should help to facilitate improved design and more effective operation of
buildings through assessing the performance of completed buildings.

163

Appendix A3: Interview Questionnaire

164

Construction Project Performance Assessment and Improvement (C2P2AI)
School of Planning, Design, and Construction, Michigan State University
POE INTERVIEW QUESTIONNAIRE
University Owners, Administrators, Staff and Architects
Evaluation processes:
1) Do you currently conduct any of the following? Explain/identify.
a) Project post mortems/ project performance evaluation (description of items:
contract, schedule, budget, procurement, safety, change orders, punchlists, etc)

b) Post occupancy evaluation (POE) (building performance evaluation after
occupancy)
Technical

Functional

Indoor environment

2) If you conduct any of the above processes do you have a standardized approach? Is
this process written? If so may we obtain a copy of any instruments used or process
descriptions?

3) If you do conduct such processes, how is the information used? Does information
collected serve primarily as a facility management tool, diagnostic tool, to identify
corrective measures for the specific project or is it used for information for improving
future projects or processes.

4) If your organization does not typically conduct POE, why not? What barriers do you
experience or anticipate?

165

5) If your organization does not typically conduct Project Post Mortems, why not? What
barriers do you experience or anticipate?

6) If you decide to conduct a post occupancy evaluation to determine user-satisfaction,
what will be the steps that you will take to ensure the process has sufficient resources
(e.g. budget, evaluators, evaluation tools, etc) for execution?

Evaluation aspects:
7) In your capacity as a university building or facility owner list aspects in the following
categories which you would like to have evaluated after occupancy? Explain.
a) Functional evaluation

b) Technical evaluation

c) Indoor environment quality (IEQ) evaluation

8) What kind of questions would you like to be asked of building users?
a) Functional performance

b) Technical performance

c) Indoor environment performance in buildings

9) When would you like to have this evaluation conducted for the first time and why?

10) How often would you like to have evaluation done in the life cycle of your building
or facility?

166

11) How useful as source of information do you consider surveying building occupants
to be with regard to building performance?
Types of
performance
Functional
Technical
Indoor
environment

12)

To great
extent

To some
extent

To little
extent

Not at all

Do not know

How accurate do you consider building occupants with respect to assessment of
building performance?

Types of
performance
Functional
Technical
Indoor
environment

Highly
accurate

Moderately
accurate

Little
accurate

Not accurate

Do not know

Post occupancy evaluation:

13)

Please indicate your belief about the usefulness of POE to assess
a) Functional performance

b) Technical performance

c) Indoor environment performance in buildings

14)

What do you believe are the specific benefits that you perceive from conducting
user satisfaction studies?

15)

Does your organization use clear program statements or owner project
requirement statements which describe the functional objectives of projects?

167

16)

How are these program statements developed? (I.e. design team, user oriented
committees, professional programming consultants or experts, any other. Please
specify.

17)

Are these program and owner project requirements used as a basis for any POE
processes?

18)

Are Owner Project Requirements (OPR) and technical Basis of Design (BOD)
statements established for any technical performance or indoor environmental
quality objectives?

19)

Does any technical POE or performance evaluation process utilize these OPR or
BOD documents as a basis for assessment?

20)

How are these BOD statements developed? (Codes, technical data, organizational
standards, any other. Please specify.)Who develops them?

21)

Do you use “commissioning” on your major projects? If yes, do you believe it has
led to improved occupant satisfaction in your buildings? Explain.

21)

Does using commissioning have any influence on the need to conduct POE or
how a POE should be conducted? Explain.

168

23)

How feasible are the following while conducting POE studies?
a) Walk-throughs/ physical observation
b) Progress photos
c) Structured interviews
d) Focus groups
e) Web-based surveys
f) Paper-based surveys
g) Building inspection
h) Workshops
i) Financial analysis
j) Assessment of facility maintenance records/ work orders
k) Any other. Please specify.

24)

Would using any of these tools in combination be helpful? (Refer to Q23).

25)

Who should collect and analyze the information from occupants? (Internal staff,
outside consultant, design consultant, any other, please specify)

26)

In terms of cost, what percentage of overall project budget should be reserved for
POE? Why?

169

Appendix A4: Interview Response Record Sheet for Qualitative Analysis

170

1

a

b

INTERVIEW QUESTIONS
Do you currently conduct No
any of the following?
Explain/identify.
Project post mortems/
project performance
evaluation (description
of items: contract,
schedule, budget,
procurement, safety,
change orders, punch
lists, etc)

i

Technical
Indoor environment

2

If you conduct any of the
above processes do you
have a standardized
approach? Is this
process written? If so
may we obtain a copy of
any instruments used or
process descriptions?

RESPONSE 2

We have started some:
development of
scorecards for various
project participants such
as suppliers, architects,
customers. We also have
a questionnaire for
contractors that evaluate
EAS performance. Also,
the CPA provides
quarterly and annual
reports for Fred Poston's
office.
No formal process.
During past year we did
technical evaluation for 4
large projects: Computer
center, Duffy Daugherty,
public spaces in Holden
Hall and Engineering
Building lobby. Also, we
do commissioning which
satisfies the technical
and IEQ but exclude the
functional evaluation.

Post occupancy
evaluation (POE)
(building performance
evaluation after
occupancy)
Functional

ii
iii

RESPONSE 1

NA

Refer copies of score
cards provided

Table A4.1: Interview Response Record Sheet for Qualitative Analysis

171

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

3

4

5

INTERVIEW QUESTIONS
RESPONSE 1
If you do conduct such
NA
processes, how is the
information used? Does
information collected
serve primarily as a
facility management
tool, diagnostic tool, to
identify corrective
measures for the specific
project or is it used for
information for
improving future
projects or processes.
Indoor environment quality (IEQ) evaluation
If your organization does The organization does not
not typically conduct
or cannot conduct POE or
POE, why not? What
Post Mortems due to
barriers do you
absence of a leader who
experience or anticipate? will bring together all the
components and execute
the process; and, absence
If your organization does of the process itself. Due
to lack of information
not typically conduct
with regard to what
Project Post Mortems,
would be the evaluation
why not? What barriers
components, who will
do you experience or
conduct it and which all
anticipate?
other disciplines should
be involved in order to
facilitate interaction and
communication related to
the project in one room.
For example, how do we
evaluate steam tunnels or
roads on campus?

172

RESPONSE 2
NA

In universities, physical
plant maintains space. In
MSU, Athletics and
Housing pay PP for
maintenance for others;
cost is a barrier which
must be embedded in
the project. There is no
funded source of
revenue to pay for this
kind of activity yet in
MSU.

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

6

INTERVIEW QUESTIONS
If you decide to conduct
a post occupancy
evaluation to determine
user-satisfaction, what
will be the steps that you
will take to ensure the
process has sufficient
resources (e.g. budget,
evaluators, evaluation
tools, etc) for execution?

a

Evaluation aspects:
In your capacity as a
university building or
facility owner list aspects
in the following
categories which you
would like to have
evaluated after
occupancy? Explain.
Functional evaluation

b

Technical evaluation

7

RESPONSE 1
There are resources; what
is absent is a process and
the sense of appropriate
time-lines. The
organization needs a
process with appropriate
time-lines such that it
makes the whole system
more effective and
accordingly distributes
the people-time over
activities.

Physical flow of people
traffic and
communication; layout of
furniture and other
furnishings; cables and
cords for computer and
other appliances; location
of equipments and
appliances; condition of
equipments and
appliances. Color
selection; Carpet
selection and color;
lighting levels, thermal
comfort levels, acoustics;
storage and its form;
location of miscellaneous
things like the waste
baskets, paper recycle
boxes.

173

RESPONSE 2
Project budgets will have
to carry POE costs. Also,
it should be determined
if POE truly adds
significant value to
building performance.
For example, if we are
working towards energy
cost reduction, then it’s
difficult to maintain the
reduced costs if the
building square footage
increases in a
renovation.

Office space assignments
and program adequacy;
user comfort; occupant's
understanding of what is
being built; assessment
of spatial relationship in
buildings; user
involvement in design
phase using BIM since
they do not understand
2D well.
These aspects are taken
care of by commissioning

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

a

INTERVIEW QUESTIONS
What kind of questions
would you like to be
asked of building users?
Functional performance

b

Technical performance

c

Indoor environment
performance in buildings

8

9

When would you like to
have this evaluation
conducted for the first
time and why?

RESPONSE 1
"Did the office function
for users as intended in
terms of people traffic
and communication? If
given a chance, what
would you redo about
your office space? Are we
in or out of planned
budget? What other
options did users have
that affects the costs? Is
the perceived privacy
satisfactory, Is the
acoustic quality
satisfactory and are the
lighting levels supportive
of the staff functions"

The respondent has
provided with questions
that have been previously
used for evaluations.
4-6 months which is
neither too early that the
occupants have not
settled or too late that
they have completely got
used to their new space.

174

RESPONSE 2

Does the space perform
as envisioned and
support all your
functions?
Occupants can only
experience the effect of
technical problems
which disturbs their
comfort level and
complain that it’s too
cold or too hot, but
cannot point out the
cause. To find out the
cause or assess technical
performance, the HVAC
room or electrical room
has to be checked on a
regular basis. Therefore,
I am not sure if technical
questions may be asked
of occupants.

6-12 months, before that
its waste of time and
resources; as because,
occupancy takes place
after substantial
completion and there is
still work being done
until final completion
and then we have the
punchlist

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

9

INTERVIEW QUESTIONS
Continued

10 How often would you
like to have evaluation
done in the life cycle of
your building or facility?

11 How useful as source of
information do you
consider surveying
building occupants to be
with regard to building
performance?
Functional
Technical
Indoor environment
12 How accurate do you
consider building
occupants with respect
to assessment of
building performance?
Functional
Technical
Indoor environment

RESPONSE 1

May be 5 years that is if
we have the money. It is
money driven.

To a great extent

RESPONSE 2
Can we verify occupant
responses with punchlist
items? If aspects not
performing well
indicated by occupants in
their surveys match the
punchlist items will that
demonstrate accuracy of
information provided by
occupants with regard to
building performance?
Depends on the
complexity of building. In
retro-commissioning we
do evaluation every 2
years for complex
buildings and every 5
years for less complex
buildings.

To great extent
To some extent

Highly accurate; since
they live in it.

Highly accurate
Little accurate

175

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
RESPONSE 1
Post occupancy evaluation:
13 Please indicate your
belief about the
usefulness of POE to
assess
Functional performance Highly useful
Technical performance
Indoor environment
performance in buildings
14 What do you believe are The benefits of POE are:
the specific benefits that Incremental changes in
you perceive from
QC, staff productivity and
conducting user
employee attitude which
satisfaction studies?
affects the organizational
outcomes.
15 Does your organization
Do not know
use clear program
statements or owner
project requirement
statements which
describe the functional
objectives of projects?
16 How are these program
statements developed?
(I.e. design team, user
oriented committees,
professional
programming
consultants or experts,
any other. Please
specify.

176

RESPONSE 2

Very useful and effective
Already considered in
commissioning
Correct existing
problems; influence
future designs

FPSM prepares program
statements and EAS has
construction standards
which has a section for
general planning
requirements which are
considered to achieve
project objectives
FPSM develops it

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
17 Are these program and
owner project
requirements used as a
basis for any POE
processes?

RESPONSE 1

18 Are Owner Project
Requirements (OPR) and
technical Basis of Design
(BOD) statements
established for any
technical performance or
indoor environmental
quality objectives?

19 Does any technical POE
or performance
evaluation process
utilize these OPR or BOD
documents as a basis for
assessment?
20 How are these BOD
statements developed?
(Codes, technical data,
organizational
standards, any other.
Please specify.)Who
develops them?
21 Do you use
“commissioning” on your
major projects? If yes, do
you believe it has led to
improved occupant
satisfaction in your
buildings? Explain.

RESPONSE 2
Usually shortcomings in
projects represent
shortcomings in program
statement or standards;
which are used to
improve future project
performance
Standards specify IE
limits and design
program specify special
needs; in addition it also
depends on the nature
of the building that is to
be constructed. For
example, Art museum
will have different IEQ
standards as compared
to office areas
Design program and
construction standards

Updated constantly
based on experience in
maintenance and repair
of buildings

Yes, definitely

177

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
22 Does using commissioning
have any influence on the
need to conduct POE or
how a POE should be
conducted? Explain.
23 How feasible are the
following while
conducting POE studies?
a Walk-throughs/ physical
observation
b Progress photos
c
Structured interviews
d Focus groups
e Web-based surveys
f
Paper-based surveys
g Building inspection
h Workshops
i
Financial analysis
j
Assessment of facility
maintenance records/
work orders
k Any other. Please specify.
24 Would using any of these
tools in combination be
helpful? (Refer to Q23).
25 Who should collect and
analyze the information
from occupants? (internal
staff, outside consultant,
design consultant, any
other, please specify)
26 In terms of cost, what
percentage of overall
project budget should be
reserved for POE? Why?

RESPONSE 1

RESPONSE 2
Yes, all except functional
performance

x

x
x
x
x
x
x
x

x

yes

yes

CPA

2 parties: FPSM should be
involved in functional
performance assessment
and PP in tech and IE
performance

CPA has reserved
budget for evaluations.
They are the
responsible unit but
now we need a
process.

Commissioning has 0.5%
reserved which includes
tech and IEQ, therefore,
for functional another
0.25%

178

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

1

a

b

i
ii
iii

2

INTERVIEW QUESTIONS
RESPONSE 3
Do you currently conduct
No
any of the following?
Explain/identify.
Project post mortems/
project performance
evaluation (description of
items: contract, schedule,
budget, procurement,
safety, change orders,
punchlist, etc)

Post occupancy
evaluation (POE)
(building performance
evaluation after
occupancy)
Functional
Technical
Indoor environment

If you conduct any of the
above processes do you
have a standardized
approach? Is this
process written? If so
may we obtain a copy of
any instruments used or
process descriptions?

RESPONSE 4

Evaluation of project
participants are done with
score cards; also, 'project
de-briefing' is done by
design and construction
representatives; We do
an informal session for
'lessons learnt' to
highlight the good and
bad experiences during a
project. Many things are
done but none of it is
formally documented and
that a formal process is
required.
We do not have a
No but a building user's
formalized process as we evaluation is required to
get calls whenever there
obtain knowledge of the
is problem and it is
true experience and
resolved immediately. We feelings of occupants.
do not see any value in
There is no formal
conducting unless we
process. In the past, we
know that the client/
have gleaned some
users are dissatisfied.
knowledge but it is not
documented
systematically and
thoughtfully.
NA
Score cards

179

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

3

4

INTERVIEW QUESTIONS RESPONSE 3
If you do conduct such
NA
processes, how is the
information used? Does
information collected
serve primarily as a
facility management
tool, diagnostic tool, to
identify corrective
measures for the specific
project or is it used for
information for
improving future
projects or processes.

RESPONSE 4
For Contractorsscorecards help keep
track of contractor's
performance. If a
contractor is consistently
performing below
average, they are
warned on the basis of
prior data and not
whimsical analysis. For
owners- contractors
evaluate and identify
areas where owner is not
performing well and may
be impeding the
progress of construction.
It is envisioned that this
will strengthen owner's
performance.
If your organization does We do not do it because it The worry on part of
not typically conduct
is not a part of the
some potential
POE, why not? What
process that we presently improvement as failure.
barriers do you
follow. Other than this
Trust is required among
experience or anticipate? there is not specific
project participants to
answer to this question
understand that the
intention is not to
criticize but to get jobs
done more efficiently.
The anxiety towards the
process; building
occupant's time;
Investment towards
evaluator's time and that
of planning team,
because of the present
workload.

180

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

5

6

7

a

INTERVIEW QUESTIONS
If your organization
does not typically
conduct Project Post
Mortems, why not?
What barriers do you
experience or
anticipate?
If you decide to conduct
a post occupancy
evaluation to determine
user-satisfaction, what
will be the steps that
you will take to ensure
the process has
sufficient resources (e.g.
budget, evaluators,
evaluation tools, etc) for
execution?

Evaluation aspects:
In your capacity as a
university building or
facility owner list
aspects in the following
categories which you
would like to have
evaluated after
occupancy? Explain.
Functional evaluation

RESPONSE 3

RESPONSE 4
Score cards are done to
evaluate performance of
project participants.

Make sure we have
sufficient budget; that we
have a direction from the
University Engineer.
Presently there is a
disconnect between the
three main areas: the
estimates, design and
construction, therefore, a
connection between
estimate, design and
construction from project
initiation until completion
will be of great help. We
must also ensure a project
feedback loop from
construction to design and
estimates which is absent
now.

The questions have to
have quality. If all
answers are positive
then maybe the
questions are not right.
Since the university
already considers this
process will be an
important part in the
project delivery process,
the VPFO has
committed to a finite
amount that may be
required to conduct
POE. Also, the university
plans to establish a staff
position for POE in the
recent future to track
building performance
evaluation and maintain
a repository of findings
from projects.

Evaluation of building or
space specific function

Planning goals that were
established at the
project start and if those
were transformed to
reality; Envisioned
spatial relationship,
function and circulation;
Floor plan layout

181

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

b

c

INTERVIEW QUESTIONS
Technical evaluation

Indoor environment
quality (IEQ) evaluation

RESPONSE 3
Technical decisions (e.g.
lighting control systems,
heating cooling systems);
energy
performance/consumption;
or any new technology
introduced for the first
time must be evaluated
(for e.g. College of Human
Medicine, Secchia has
Lutron system must be
evaluated to verify if it’s
true intended purpose is
met.
User comfort; effect of
space on attitude; relation
with space as human;
individual perception

182

RESPONSE 4
If the mechanical system
is performing as
intended, was it
commissioned properly,
are the building users
satisfied by its
performance. If a new
technology is specified,
it is functioning well, did
it meet the user's need,
and was the investment
and risk worth.

Energy usage, carbon
footprints and
compliance with LEED
standards, if the
university meets their
own predictions that
originated from the
initiative towards
sustainability. Impact of
IEQ on occupant health.
Indoor space ergonomic
quality, natural light
quality, etc; cost versus
benefit analysis.

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

a

INTERVIEW QUESTIONS
What kind of questions
would you like to be
asked of building users?
Functional performance

b

Technical performance

c

Indoor environment
performance in buildings

8

RESPONSE 3

Does the space work for
you as anticipated? Did the
space meet your
organizational goals and
objectives? How do we do it
better? Do you get positive
feelings about your space?
If the building owner is
anticipating user's needs
and expectations during
design, this may cause a
disconnect post-occupancy
when the predicted needs
and expectations do not
match the actual.
Since users are not
technically as
knowledgeable, not sure
they can be asked technical
questions.
If their space IEQ supports
their job functions and
comfort level

The questions should
mainly focus on capturing
the occupants’ perception
of their space. Sometimes,
unit supervisors speak for
occupants which may be a
cause for concern as there
was no actual userparticipation and userspecific details are lost.
183

RESPONSE 4

If spaces provided are
working as intended? Is
the office size and
layout is working? is
the office furniture and
furnishing
ergonomically
comfortable and
functionally useful?
Special Q: For MSU a
fixed percentage is
reserved for artwork is
it truly appreciated or
does it go unnoticed,
thereby justifying the
investment made?
Was the mechanical
system checked after
completion of
construction?
How is the lighting?
Heating and cooling?
Acoustical quality?
Extent of privacy?
Accessibility? Ability to
recycle products?

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

9

INTERVIEW QUESTIONS
When would you like to
have this evaluation
conducted for the first
time and why?

10 How often would you
like to have evaluation
done in the life cycle of
your building or facility?

11 How useful as source of
information do you
consider surveying
building occupants to be
with regard to building
performance?

RESPONSE 3
9-12 months which may
be sufficient time for
occupants to have
realizations over time
about the design intent.
Also, the occupants will
have mostly experienced
extreme seasons to know
the overall building
performance.
Depends on: what the
building was intended
for? Mostly, problems will
be revealed within the
first year and after that it
also depends on how
users have treated their
space and the overall
facility. % years may be a
good time duration after
which another evaluation
may be considered for
complex/ large projects.
Users are not of one type
therefore they are very
useful to collect
information with regard
to one particular space
type and function. For
example, in residence
halls, students will be
target users for dorm
rooms, lobby, cafeteria,
reading rooms, etc
whereas, the staff will
have to be contacted to
determine requirements
for kitchen, office areas,
etc.

184

RESPONSE 4
9-12 months for POE,
occupants settled by
then and will be aware
of more serious
problems than initial
reaction to the good and
bad aspects of renovated
facility. For PPM, shortly
after completion/ final
payment
Not too many times

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
Functional
Technical
Indoor environment
12 How accurate do you
consider building
occupants with respect
to assessment of
building performance?
Functional
Technical
Indoor environment
Post occupancy
evaluation:
13 Please indicate your
belief about the
usefulness of POE to
assess

Functional performance
Technical performance
Indoor environment
performance in buildings
14 What do you believe are
the specific benefits that
you perceive from
conducting user
satisfaction studies?

RESPONSE 3
between great and some
extent useful

RESPONSE 4
great extent
some extent
great extent

As a group they are highly
accurate, as individuals
little accurate.

between high and
moderately accurate

moderately accurate
little accurate
moderately accurate

Useful in providing
feedback for designs and
their impact on users. At
the same time, we do not
see any value in
conducting it which is an
added expense unless we
know that the client/
users are dissatisfied

We are missing the
feedback loop at present
which POE may provide.
Since we have never tried
POE, we do not know the
exact benefits, but we
perceive that it will
capture lessons learnt
from projects.

185

Highly useful and
profitable for all three

Physical plant must be
included in evaluation as
they are responsible for
building maintenance
POE can help correct
problems in buildings
and create alerts for
future projects and
thereby help develop
goodwill amongst
customers.

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
15 Does your organization
use clear program
statements or owner
project requirement
statements which
describe the functional
objectives of projects?
16 How are these program
statements developed?
(I.e. design team, user
oriented committees,
professional
programming
consultants or experts,
any other. Please
specify.

17 Are these program and
owner project
requirements used as a
basis for any POE
processes?

RESPONSE 3
Yes.

RESPONSE 4
Yes. Detail program
statements

Usually the estimator
interviewees the client
to determine what the
client wants and what
his budget is, then this
information is passed on
to the designer who
prepares the final design
program. For some large
projects, we conducted
user participation
surveys and student
focus groups. Multidisciplinary teams come
together with the core
design team, users to
form the planning team
and establish the
program requirements
specific to the project.
The planning team
includes a wider range of
people who are
contacted by an email at
the project inception.
Not yet but would want
it to be that way.

Colleges or units that
need space contact the
FPSM. Under the
guidance of the FPSM the
design program is
prepared by the planning
team. Then, user oriented
committees, architects
and engineers challenge
the planning team about
the design program which
further refines it. We
have checklist of
disciplines that may be
included in the planning
team. After the design
program is established
the physical plant
engineer is contacted.

186

Not yet but we would like
to make them the basis.
Project specific evaluation
can be only done with
due consideration to the
special needs that were
included in the program
due to particular reasons.

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
18 Are Owner Project
Requirements (OPR) and
technical Basis of Design
(BOD) statements
established for any
technical performance or
indoor environmental
quality objectives?
19 Does any technical POE
or performance
evaluation process
utilize these OPR or BOD
documents as a basis for
assessment?

20 How are these BOD
statements developed?
(Codes, technical data,
organizational
standards, any other.
Please specify.)Who
develops them?

RESPONSE 3
Yes. We use the
construction standards
and the general planning
requirements now called
the design guidelines to
ensure the project
abides the minimum
requirements of MSU
Yes. BOD is viewed as
minimum requirement
for buildings constructed
on campus. Based on
work done previously
with CM faculty, we
have now started to
design and construct
LEED certifiable
buildings. Engineers and
Architects are required
to report energy
statements to MSU.
Also, now we have
contracts between
project participants.
The BOD is formed from
the codes, construction
standards, general
planning requirements
(design guidelines),
standard operation
practices, senior staff
and sometimes best
practices identified from
feedback from past
projects are considered
while developing the
BOD.

187

RESPONSE 4
Construction standards
are used for energy
efficiency evaluation

No

Codes; organization
standards; fire marshal
reviews; parking
standards; material
standards; design
program influence BOD
and EAS is responsible to
ensure compliance of
design guidelines and
construction standards.

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
21 Do you use
“commissioning” on
your major projects? If
yes, do you believe it has
led to improved
occupant satisfaction in
your buildings? Explain.

RESPONSE 3
Yes. Starting to use
commissioning and
believe that improve
occupant satisfaction.

22 Does using
commissioning have any
influence on the need to
conduct POE or how a
POE should be
conducted? Explain.

Influences the questions
you want to ask; Since
HVAC is commissioned
and electrical and
plumbing are not, POE
may be used for those.
We also have a group of
inspectors who supervise
and evaluate installation
and maintenance of
building systems. Our
commissioning agent will
be able to provide you
with more information in
this regard.

23 How feasible are the
following while
conducting POE studies?

a
b
c
d
e
f

Walk-through/ physical
observation
Progress photos
Structured interviews
Focus groups
Web-based surveys
Paper-based surveys

RESPONSE 4
Yes but without asking
occupants in real it’s only
a guess. Retrocommissioning evaluates
the technical
performance of existing
buildings. We have
recognized that POE has
value but we do not have
a standard procedure to
apply it.
Yes. Commissioning will
influence POE and vice
versa and it will be useful
to compare data and
correlate between
functional and technical
performance.

All, but it will be
important to know which
ones are most effective;
it will also depend on the
project type
x
x we already do this
x with users
x during design
x most useful

188

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
RESPONSE 3
RESPONSE 4
g Building inspection
contractors, designers,
university team already
does it therefore of not
value in relation with POE
h Workshops
i
Financial analysis
difficult because of the
way projects are funded
(donation, sponsorships)
j
Assessment of facility
X SQUIRE is an initiative in
maintenance records/
this regard.
work orders
k Any other. Please
specify.
24 Would using any of
Yes depending on the
May have to use in
these tools in
value of the information
combination because
combination be helpful? collected
one method may be
(Refer to Q23).
more effective in looking
at a specific area or
aspect than another
INTERVIEW QUESTIONS
RESPONSE 3
RESPONSE 4

25 Who should collect and
analyze the information
from occupants?
(internal staff, outside
consultant, design
consultant, any other,
please specify)
26 In terms of cost, what
percentage of overall
project budget should be
reserved for POE? Why?

Internal staff.
Appointment of evaluator
must consider time
constraints and person
hours

Internal staff will be first
preference, or, outside
consultant but that will
be more expensive. We
cannot have design
consultants since there
will be bias towards
success.
Depends on who is
Occupant focused
providing the funding for evaluation costs:
POE; It should be a part of $15,000-20,000; in
the cost of the operation. percentage form not
Before adding any
more than 0.5% of
percentage, we must
project cost. Do not
verify how much value
know what will be a fair
POE adds to the project
amount.
performance.

189

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

1

a

b

i
ii
iii
2

3

INTERVIEW QUESTIONS
Do you currently conduct
any of the following?
Explain/identify.
Project post mortems/
project performance
evaluation (description
of items: contract,
schedule, budget,
procurement, safety,
change orders, punchlist,
etc)
Post occupancy
evaluation (POE)
(building performance
evaluation after
occupancy)
Functional
Technical
Indoor environment
If you conduct any of the
above processes do you
have a standardized
approach? Is this
process written? If so
may we obtain a copy of
any instruments used or
process descriptions?
If you do conduct such
processes, how is the
information used? Does
information collected
serve primarily as a
facility management
tool, diagnostic tool, to
identify corrective
measures for the specific
project or is it used for
information for
improving future
projects or processes.

RESPONSE 5
No

Response 6
The organization has an
informal process which is
anecdotal but not well
planned. It includes a
questionnaire with open
ended questions which
record responses with
regard to weakness in
planning. The process
includes feedback from
department heads and
physical plant
representatives.
Sometimes, a complain
call is also the reason to
trigger the assessment.

NA

NA

NA

NA

190

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

4

5

6

INTERVIEW QUESTIONS
If your organization does
not typically conduct
POE, why not? What
barriers do you
experience or anticipate?

RESPONSE 5
Lack of resources: time,
manpower; lack of a clear
well defined process

If your organization does
not typically conduct
Project Post Mortems,
why not? What barriers
do you experience or
anticipate?
If you decide to conduct
a post occupancy
evaluation to determine
user-satisfaction, what
will be the steps that you
will take to ensure the
process has sufficient
resources (e.g. budget,
evaluators, evaluation
tools, etc) for execution?

Lack of resources: time,
manpower; lack of a clear
well defined process

It should be assigned as a
duty of a single individual
who should also belong to
the third party

191

Response 6
Time; present workload;
shortage of staff; lack of
experience with a similar
process; lack of
realization of value of
POE on part of the
persons who may be
involved; lack of
knowledge to use the
information gathered in
the most effective way;
lack of consideration to
details of the process.
Same as above

To make time for such a
process, will need
additional staff;
additional finances; a
cross functional team
that will comprise of
lead representatives
from FPSM, physical
plant, architect's firm
and client; right
questions; right people
to ask; right information
collected; right way to
use the information
gathered.

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
RESPONSE 5

Response 6

a

INTERVIEW QUESTIONS
EVALUATION ASPECTS
In your capacity as a
university building or
facility owner list
aspects in the following
categories which you
would like to have
evaluated after
occupancy? Explain.
Functional evaluation

It must be evaluated if
the building functions
have been achieved as
intended. For
universities, particular
areas are more
important such as
common areas. Other
aspects: adequacy of
office space, mechanical
spaces, maintenance
accessibility.

Space quality; sufficiency
of space utilization; size;
spatial arrangement;
sufficiency of spatial
functions; Office layout
and effect on required
communication between
occupants; proximity of
right functional areas;
space support towards
task performance; impact
of space on confidence
and competence of users;
representation or
organizational values.

b

Technical evaluation

c

Indoor environment
quality (IEQ) evaluation

8

What kind of questions
would you like to be
asked of building users?
Functional performance

Aspects: temperature,
humidity, lighting,
flexibility, connections
(amount and location),
technology applications.
IEQ is a perspective
oriented and it depends
on how good a person
feels in his or her space.
Does the building
enhance your ability to
get your work done in an
effective and productive
manner? If given the
chance, what would you
change about your
space?

7

a

192

Thermal comfort and
more.

How is the space quality?
Does the space size, layout
arrangement, location,
features, furnishing
support and enhance your
ability to get your work
done in an efficient
manner? Overall, does the
space perform as
intended? Is any particular
area too far or too close to
your space and interferes
with your task
performance?

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

b
c
9

INTERVIEW QUESTIONS
Technical performance
Indoor environment
performance in buildings
When would you like to
have this evaluation
conducted for the first
time and why?

10 How often would you
like to have evaluation
done in the life cycle of
your building or facility?

11 How useful as source of
information do you
consider surveying
building occupants to be
with regard to building
performance?
Functional
Technical
Indoor environment

RESPONSE 5

Response 6

Ideal time may be 6-12
months after occupancy;
because if it is earlier
then people are already
exhausted with the move
in efforts so they have
mixed feeling about their
place; if it is later, then
they have settled already
and also the
organizational goals
change with time.
3-5 years ideally. The
efforts should be justified
with regard to values
such as, how will the
gathered data be used?
Are the people involved
committed enough?

6 weeks from occupancy
at least so changes can
be made if required
before users settle
completely.

to a great extent
to some extent
to a great extent

To a great extent
To a great extent
To a great extent

193

For new and renovated
projects- 6 weeks from
occupancy and then a
year later for all physical
systems. The FPSM has a
process called 'space
request process' which
collects user feedback
one year after
occupancy. Sometimes
users re quest more
space but when we
investigate, it may be
only spatial
rearrangement that they
need.

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
12 How accurate do you
consider building
occupants with respect
to assessment of
building performance?

Functional
Technical

Indoor environment
Post occupancy
evaluation:
13 Please indicate your
belief about the
usefulness of POE to
assess

Functional performance
Technical performance
Indoor environment
performance in buildings

RESPONSE 5

Highly accurate
Moderately accurate

Moderately accurate

Response 6
While gathering
information, the right
amount of sample must
be considered or
appropriate
representatives must be
approached.
Moderately accurate
Moderately accurate
(They may not be able to
provide information
about the amount of
energy wasted, etc)
Moderately accurate

Informative towards
future space planning;
captures information
that may not surface
physically (for example:
emotional reactions); it
adds value such that
current problems are
detected and future
problems are avoided.
Items beyond punchlist
can be identified. This
kind of a process may
also promote the feeling
that the central
university or university
leaders care for their
employees.
Extremely useful
Lesser useful
Very useful and subjective

194

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
14 What do you believe are
the specific benefits that
you perceive from
conducting user
satisfaction studies?

RESPONSE 5
Tells users that
organization cares for
their satisfaction and
well-being; users are
more productive which
means more dividends for
the organization

15 Does your organization
use clear program
statements or owner
project requirement
statements which
describe the functional
objectives of projects?
16 How are these program
statements developed?
(i.e. design team, user
oriented committees,
professional
programming
consultants or experts,
any other. Please
specify.

Program statements that
comprise of list of space
needs from clients but
not necessarily does it
trickle down to functional
objectives.

17 Are these program and
owner project
requirements used as a
basis for any POE
processes?
c Structured interviews

No, but it should be.

Facility planning space
management; Designer
teams, user oriented
committees, professional
programming consultants
or experts.

Useful

Response 6
Good information from
building users which may
help to identify current
building issues and
contribute in future
planning. Help solve
problems when they are
small such that they do
not become bigger
issues in the long run. It
helps capture
organizational values.
yes

All of the mentioned.
Initially the architects
makes a preliminary
design program
following which, FPSM
along with key occupants
and owners finalize it.
They conduct a
feasibility analysis and
then an external
consultant.
Informally

X
Along with walkthroughs
will be very useful

195

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

18

19

20

21

22

INTERVIEW QUESTIONS
Are Owner Project
Requirements (OPR) and
technical Basis of Design
(BOD) statements
established for any
technical performance or
indoor environmental
quality objectives?
Does any technical POE
or performance
evaluation process
utilize these OPR or BOD
documents as a basis for
assessment?
How are these BOD
statements developed?
(Codes, technical data,
organizational
standards, any other.
Please specify.)Who
develops them?
Do you use
“commissioning” on
your major projects? If
yes, do you believe it has
led to improved
occupant satisfaction in
your buildings? Explain.
Does using
commissioning have any
influence on the need to
conduct POE or how a
POE should be
conducted? Explain.

RESPONSE 5
Yes, used as a part of
commissioning process

Response 6
No

Design documents are
used as baseline for
commissioning

Informally physical plant
uses it

All of the mentioned;
user input; designer or
corporate experience;
design professional

Part of the planning team;
design standards; reviews
of planning process

Commissioning is being
Not responded
used more consistently
on most projects now
and more than
'satisfaction', a more
prominent measure is
'less dissatisfaction'.
POE still has value with
Not responded
regard to
communication. A lot of
useful information as per
how the building
functions is gathered
from communication
which is the starting
point of POE.

23 How feasible are the
following while
conducting POE studies?
196

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis

b

INTERVIEW QUESTIONS
Walk-through/ physical
observation
Progress photos

c

Structured interviews

d
e

Focus groups
Web-based surveys

f
g

Paper-based surveys
Building inspection

h
i

Workshops
Financial analysis

j

Assessment of facility
maintenance records/
work orders
Any other. Please specify.

a

k

24 Would using any of these
tools in combination be
helpful? (Refer to Q23).
25 Who should collect and
analyze the information
from occupants? (internal
staff, outside consultant,
design consultant, any
other, please specify)

RESPONSE 5
Essential and feasible

Response 6
X (means yes)

Helpful to record building X
problems, with some
write-up or comments but
not directly for evaluation
Useful
X
Along with
walkthroughs will be
very useful
Useful
Not very useful
Useful to some extent;
Moderately useful and
may not capture the kind must have limited
of feedback we may be
questions
looking for
Not very useful
Very useful and important Already done by
physical plant and is
useful
Not very useful
Part of the energy
consumption
calculations and already
done by building
maintenance group
Already being done
Done already

A, c, g together may be
very helpful

Yes, walkthroughs and
structured interviews.

Internal staff dedicated
Space planning team
solely for POE or outside
consultant. Evaluators can
work with design
consultants but design
consultants should not be
the evaluators.

197

Table A4.1 continued: Interview Response Record Sheet for Qualitative
Analysis
INTERVIEW QUESTIONS
26 In terms of cost, what
percentage of overall
project budget should be
reserved for POE? Why?

RESPONSE 5
Guess: 0.1%

198

Response 6
Depends on how much
does a POE cost; It
should be expressed in
% for small budget
projects and "% and not
to exceed amount" for
large projects.

APPENDIX B
POST OCCUPANCY EVALUATION SURVEY
B1: Consent Form
B2: Trial POE Questionnaire
B3: Survey Response Code Sheet
B4: Survey Response Record Sheet for SPDC
B5: Survey Response Record Sheet for Spartan Way
B6: Survey Feedback Section Comparative Analysis Sheet
B7: Modified POE Questionnaire Paper-based Version

199

APPENDIX B1
Consent Form

200

Construction Project Performance Assessment and Improvement (C2P2AI)
SPDC/ Spartan Way Michigan State University
PARTICIPANT CONSENT FORM
Building Occupants
DEVELOPMENT OF A POST OCCUPANCY EVALUATION INSTRUMENT TO
ASSESS OCCUPANT SATISFACTION IN UNIVERSITY RENOVATION
PROJECTS
Principal Investigator: Tim Mrozowski and Tariq Abdelhamid
Research Assistant: Sagata Bhawani
The Center for Construction Project Performance Assessment and Improvement
(C2P2Ai) from the School of Planning, Design and Construction at Michigan State
University is conducting research in order to develop a Post Occupancy Evaluation
survey to assess user satisfaction in university office renovations.
Post occupancy evaluation (POE) can be defined as the process of evaluating buildings in
a systematic and rigorous manner after they have been built and occupied.
As a participant in this research, you are being requested to complete a survey
questionnaire. The purpose of this survey is to assess your satisfaction level with the
functional and indoor environment aspects of your work space. Your participation is
completely voluntary. The estimated time to complete this survey is approximately 15-20
minutes. Each survey is coded with unique random numbers to protect the privacy of
respondents.
You indicate your voluntary participation by completing and returning the survey
in the box marked ‘POE STUDY’ and placed in your mailbox area/room.
If you have any questions about this project, you may contact:
Tim Mrozowski, A.I.A., LEED ® AP
Professor of Construction Management, School of Planning, Design and Construction,
Michigan State University
(517) 353-0781, mrozowsk@egr.msu.edu
Sagata Bhawani
Graduate Student and Research Assistant, Construction Management Program
School of Planning Design and Construction, Michigan State University
(517) 648-6277, bhawanis@msu.edu
If you have any questions or concerns about your role and rights as a research participant
or would like to obtain information or offer input, or would like to register a complaint
about this research study, you may contact, anonymously if you wish, Michigan State
University Human Research Protection Program at 517-355-2180, FAX 517-432-4503,
or e-mail irb@msu.edu, or regular mail at: 202 Olds Hall, MSU, East Lansing, MI 48824.

201

APPENDIX B2:
Trial POE Questionnaire

202

Post Occupancy Evaluation 2009
School of Planning, Design and Construction
Building Occupant’s Survey
The purpose of this survey is to identify important evaluation aspects that a post occupancy
evaluation survey should address. Your response from this survey will be useful as we develop
the final survey instrument.
Please record your start and end time for completing the survey:
Start time: __________________________________ End time: __________________________________

Section 1: Occupant Satisfaction with regard to Functional Performance
Please note: Functional performance refers to the performance of the design components
of your workspace towards your task performance.
On a scale of 1 to 7, where 1=very satisfied, 2=satisfied, 3=slightly satisfied, 4=neutral,
5=slightly dissatisfied, 6=dissatisfied and 7=very dissatisfied, please indicate your level of
satisfaction with regard to the following aspects:
1.

How satisfied are you with your office layout i.e. the placement of your workspace/ cubicle/ rooms
with regard to your surrounding workspaces/ cubicles/ rooms?
Very Satisfied

Very Dissatisfied

2.

If you are dissatisfied, what would you change about your office layout? Please explain.

3.

How satisfied are you with the location of your workspace in relation to the remaining office area?
Very Satisfied

4.

Very Dissatisfied

If you are located in an open office, how satisfied are you with your office location in relation to the
rest of the functional areas?
Very Satisfied

Very Dissatisfied

5.

If you are dissatisfied, what would you change about your office location? Please explain.

6.

Does your personal work space function well for your job responsibilities?
o Yes
o No
How satisfied are you with the amount of space available for individual work and storage?

7.

Very Satisfied

Very Dissatisfied

203

8.

If you are dissatisfied, what would you change about the amount of space available for individual
work and storage? Please explain.

9.

Does the individual work space function well for the overall office?
o Yes
o No

10. If your answer is No, what would you change?

11. If you have a shared workspace does it work well for you?
o Yes
o No
12. If your answer is No, what would you change?

13. How satisfied are you with the ease of interaction with co-workers?
Very Satisfied

Very Dissatisfied

14. If you are dissatisfied, what would you change about the ease of interaction with co-workers? Please
explain.

15. How satisfied are you with the privacy of your workspace?
Very Satisfied

Very Dissatisfied

16. How satisfied are you with the visual privacy of your workspace?
Very Satisfied

Very Dissatisfied

17. If you are dissatisfied, what would you change to improve the visual privacy of your workspace?
Please explain

18. How satisfied are you with your office furniture in terms of comfort, flexibility, sufficiency, overall
appearance?
Very Satisfied

Very Dissatisfied

19. If you are dissatisfied, what would you like to change about your office furniture? Please explain.

204

20. How satisfied are you with your office furnishings (for e.g. carpet or curtain color. finish, function,
overall appearance)?
Very Dissatisfied
Very Satisfied
21. If you are dissatisfied, what would you change to improve the appearance and utility of your office
furnishings? Please explain.

22. How satisfied are you with your office equipment and their contribution to your task
performance? (For example: printer, phone, fax machines, computer accessories, etc)
Very Satisfied

Very Dissatisfied

23. If you are dissatisfied, what would you like to change about your office equipment? Please explain.

24. How satisfied are you with the ease of accessibility to your personal work space from the entrance of
your building?
Very Satisfied

Very Dissatisfied

25. If you are dissatisfied, what would you like to change about ease of accessibility to your personal
workspace from the entrance? Please explain.

26. How satisfied are you with the access and ability of personal control in your workspace for heating,
ventilation, connection points, and power supply stability?
Very Satisfied

Very Dissatisfied

27. If you are dissatisfied, what would you like to change about the access and ability of personal control
in your office building? Please explain.

28. Do you have a window in your personal workspace?
o Yes
o No
29. If yes, how satisfied are you with the window location and view in your personal workspace?
Very Satisfied

Very Dissatisfied

30. If you are dissatisfied, what would you like to change about the window location and view in your
workspace? Please explain.

205

If No, to what extent does absence of window affect your overall satisfaction with your personal
workspace?
o
o
o
o

To great extent
To some extent
To little extent
Not at all

31. How satisfied are you with your overall current personal workspace?
Very Satisfied

Very Dissatisfied

If, this is not your first office and if your first office was in a university setting, please answer the
question #31 or proceed to question #32:
32. How satisfied were you with your overall previous personal workspace?
Very Satisfied

Very Dissatisfied

33. How satisfied are you with your overall building renovation?
Very Satisfied

Very Dissatisfied

34. How satisfied are you with your overall workplace environment?
Very Satisfied

Very Dissatisfied

35. How satisfied are you with the construction quality (example: product finishes, installations of
hardware, etc) of your building after renovation?
Very Satisfied

Very Dissatisfied

36. How satisfied are you with the process/ how satisfied were you with the process of renovation?
Very Satisfied

Very Dissatisfied

37. Do you consider that your needs were incorporated into the design? If not, what was omitted?

38. How has the renovations affected your work performance?
o Great improvement
o Moderate improvement
o Little improvement
o No affect
39. Other aspects that may affect your overall level of satisfaction or dissatisfaction with your workspace
may be the organization structure of your department or your changed job-description.
o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly Disagree

206

Section 2: Occupant Satisfaction with regard to Indoor Environment Quality:
Please note: Indoor environment refers to the overall feel and quality of the space inside
your office.
On a scale of 1 to 7, where 1=very satisfied, 2=satisfied, 3=slightly satisfied, 4=neutral, 5=slightly
dissatisfied, 6=dissatisfied and 7=very dissatisfied, please indicate your level of satisfaction with
regard to the following aspects:
LIGHT
40. How satisfied are you with the natural lighting at your workspace?
Very Satisfied

Very Dissatisfied

41. How satisfied are you with the artificial lighting at your workspace?
Very Satisfied

Very Dissatisfied

42. How satisfied are you with the visual comfort of the lighting at your workspace (e.g. glare,
reflections, and contrast)?
Very Satisfied

Very Dissatisfied

43. How satisfied do you feel with the overall lighting comfort at your workspace?
Very Satisfied

Very Dissatisfied

44. If you are dissatisfied, what would you change about your overall workspace lighting? Please
explain.

THERMAL COMFORT
45. How satisfied are you with the temperature in your workspace?
Very Satisfied

Very Dissatisfied

46. How satisfied are you with the humidity in your workspace?
Very Satisfied

Very Dissatisfied

47. How satisfied are you with the ventilation in your workspace?
Very Dissatisfied

Very Satisfied

48. How satisfied are you with the overall thermal comfort of your workspace?
Very Satisfied

Very Dissatisfied

49. If you are dissatisfied, what would you change about your overall workspace thermal comfort?
Please explain.

207

AIR QUALITY
50. How satisfied are you with the air quality at your workspace (stuffy/stale air, cleanliness, odors)?
Very Satisfied

Very Dissatisfied

51. How satisfied do you feel with the ventilation of your office?
Very Satisfied

Very Dissatisfied

52. If you are dissatisfied with air quality, what changes would you recommend? Please explain.

ACOUSTIC
53. How satisfied are you with the noise level of your workspace?
Very Satisfied

Very Dissatisfied

54. How satisfied are you with the sound privacy of your workspace?
Very Satisfied

Very Dissatisfied

55. If you are dissatisfied, please explain causes for your discomfort.

56. Do you think that the overall indoor environment of your workspace affects your work performance
and productivity?
o Yes
o No
57. To what extent do you think that indoor environment affects work performance and productivity?
o
To great extent
o
To some extent
o
To little extent
o
Not at all
58. Was there any new technology implemented in your workspace?
o Yes
o No
59. If yes, how satisfied are you with the implemented technology?
Very Satisfied

Very Dissatisfied

60. Was there any new technology implemented in your building?
o Yes
o No
61. If yes, how satisfied are you with the implemented technology?
Very Satisfied

Very Dissatisfied

208

Section 3: General Information
62. How long have you been working in this building? Please indicate your answer in number of
years.
63. How long have you been working at your current personal work space (open workspace/ cubicle/
cabin/ office area)? Please indicate your answer in number of months/ years.

If, this is not your first office and if your first office was in a university setting, Please answer the
following question:
64. How long did you work at your previous personal workspace/ cubicle/ cabin/ office area? Please
indicate your answer in number of months/ years.
65. In a typical week, how many hours do you spend in your personal workspace? Please indicate
your answer in number of hours/week.
Which of the following best describes your personal workspace?
Enclosed office, private
Enclosed office, shared with other people
Cubicles with high partitions (about five or more feet high)
Cubicles with low partitions (lower than five feet high)
Workspace in open office with no partitions (just desks)
Other, please specify:
66. What is your gender?

Please indicate your age in number of years below.

67. How would you describe the work you do? Please select all options that apply to you.
Administrative
Staff
Technical
Professional/ Faculty
Other, please specify.
68. Please list at least five activities that may be part of your role and responsibility. For example, frequent
movement within different areas and levels of the building, numerous telephone conversations, and
long hours of reading).

209

Section 4: Post Occupancy Evaluation Survey Evaluation
1.

How satisfied are you with the format of the survey?
Very Satisfied

2.

Very Dissatisfied

How satisfied are you with the appropriateness of the questions?
Very Satisfied

3.

4.

5.

Very Dissatisfied

Please comment on the balance of open ended to closed response questions.
o Need more open-ended
o Need fewer open-ended
o Just right for me
In the future, which method of interaction would you prefer for this kind of study?
o Paper-based (similar to this one)
o Web-based
o Interviews
o Any other? Please specify_____________
How satisfied would you feel if these questions were asked in a focus group of persons occupying
adjacent workspaces as compared to this survey?
Very Satisfied

6.

7.

8.
9.

Very Dissatisfied

In your opinion, to what extent did the survey cover aspects that you would like to comment
upon about your office?
o To great extent
o To some extent
o To little extent
o Not at all
Do you consider that right questions are being asked of building occupants?
o Yes
o No
Other, please specify________________
If ‘No’, what questions should be asked?
Do you think that the survey allows you to effectively indicate your satisfaction with the design of
your workspace?
o Yes
o No
o Other, please specify________________

10. Please mention any aspects that may not have been included for evaluation of your satisfaction
but which may be representative of performance of your workspace function and environment in
your opinion.

11. Please list by number any questions that you find unclear or confusing and explain why.

12. Please list by number any questions that you feel were unnecessary.

13. We request you to go back to the start of the survey and enter the ‘end time’ of the survey before
sending this.

Thank you for your participation in this survey!
210

APPENDIX B3:
Survey Response Code Sheet

211

Question nos.

Response

Code

Very Dissatisfied

1

Dissatisfied

2

Slightly Dissatisfied

3

Neutral

4

Slightly Satisfied

5

Satisfied

6

Very Satisfied

7

Yes

1

No

0

Sections 1, 2, and 3-

To a great extent

1

31, 58

To some extent

2

Section 4-

To little extent

3

6

Not at all

4

Great improvement

1

Sections 1, 2, and 3-

Moderate improvement

2

39

Little improvement

3

No affect

4

Strongly agree

1

Agree

2

Neutral

3

Disagree

4

Strongly disagree

5

Sections 1, 2, and 3- 1,
3, 4, 7, 13, 15, 16, 18,
20, 22, 24, 26, 29, 32,
33-37, 41-44, 46-49,
51-52, 54-55, 60, 62
and
Section 41, 2, 5
Sections 1, 2, and 3- 6,
9, 11, 28, 57, 59, 61
Section 4- 7, 9

Sections 1, 2, and 340

Table B3.1: POE Survey Response Coding Plan

212

Table B3.1 Continued: POE Survey Response Coding Plan
Question nos.

Response

Code

Enclosed office, private

1

Enclosed office. Shared with other people

2

Cubicles with high partitions

3

Cubicles with low partitions

4

Workspace in open office with no partitions

5

Other

6

Administrative

1

Staff

2

Technical

3

Faculty

4

Other

5

Section 3- 66

Section 3- 69

213

APPENDIX B4:
Survey Response Record Sheet for School of Planning Design and Construction
Open-ended Responses for:
Section 1: Functional Performance
Section 2: Indoor Environment Performance
Section 3: Participant Information

214

OFFICE LAYOUT
2

LOCATION OF WORK SPACE
5

1
2
3
4
5

6
7
8

AMOUNT OF SPACE
8

MSU has no idea
about the
requirements to
complete the job
assignment
more work space
Faculty rooms are
all over the place
and difficult to
find

9

NA

Need additional
100 SF for my office

No place to move really- but better
shades to protect from the sun

10
11 removed from
faculty with whom
I have most
contact- organize
faculty by major

same as #2

Need more closed
general storage.
We lack storage for
hard copiesstudent portfolios,
etc.

12
13 More storage
space. Computer
screen not facing
the door
14

more storage for
students drawings
and projects
More project
storage space.
More book shelf
space. More
window space.

Table B4.1: POE survey record sheet for S.P.D.C.

215

Table B4.1 continued: POE survey record sheet for S.P.D.C.
OFFICE LAYOUT
2
15 It’s a bit small- 50%
bigger would be
convenient

16 We have created our own
space, nothing to do with
renovations
17
18
19

20 bigger, more workable
area

21

22

LOCATION OF WORK SPACE
5
Overall everything is
everywhere. Grad student’s
office all the way upstairs.
Main office downstairs. A
more controlled layout in the
overall has been better for
communication purposes. Also
all profs are all over in the
buildings. Can't get to see
them often if not personally
aiming it. Low interaction due
to layout.

No response

Not sure, but feel the overall
space for workers not
designed to the best use of
the space
This comment was omitted to
maintain privacy but was
included in analysis and
development of
recommendations.
NA

216

AMOUNT OF
SPACE
8
See Q2

Table B4.1 continued: POE survey record sheet for S.P.D.C.
OFFICE LAYOUT
2

LOCATION OF WORK SPACE
5

23

AMOUNT OF SPACE
8
Technology or
computers will
always have items
to be stored. We do
not have a room
dedicated for this.
Currently it is
temporary usage of
another room.

24
25 This comment was omitted to maintain privacy but was included in analysis and
26 development of recommendations.
27
ACCESSIBILITY ACCESS & ABILITY
OF PERSONAL
CONTROL FOR
HVAC
25
27

INCORPORATION OF
USER NEEDS

There is no control
of the heat in our
office

No I was never asked
what my needs are

1

2
3

4

37
Data & power in rooms
HE 309/208; data in
109/110 were omitted
without our knowledge
and assumed we would
use wireless for data

This comment was
omitted to maintain
privacy but was
included in analysis and
development of
recommendations.

217

COMMENTS

Table B4.1 continued: POE survey record sheet for S.P.D.C.

5

6
7
8

9

10

11

12

ACCESSIBILITY ACCESS & ABILITY
OF PERSONAL
CONTROL FOR
HVAC
Heating or AC is a
joke; the light
sensors make me
quite angry, going
off all the time

INCORPORATION OF
USER NEEDS

Very little
participation, so much
was just dictated

Does not function for
the students
Fix the HVAC unit
and have individual
control units in
every room
No control over heat Color of counter- wish
or air conditioning
it was wood like desk
and sun in summer
and not like kitchen
counter
Heat in office is
high. Thermostats
do not seem to
control. Have to run
AC even in winter
We have constant
yes
temperature
problem. Controls
don’t seem to
control anything.
Motion detectors
often terminate the
outer lighting. Light
switches for
individual offices are
good.
No personal control. yes
Heating not reliable

218

COMMENTS

Table B4.1 continued: POE survey record sheet for S.P.D.C.
13

It is too hot always.
Temperature cannot
be controlled. a
thermostat that
works

14

No Thermostat. No
control at all. At the
whim of those next
to me who do have
thermostat or the
main system. Right
now it is 48° and
raining out and the
air conditioner is on.
No controls in the
room. Always too
hot or too cold.

15

16 Fourth floorno elevator
17
18 Fourth floor;
love the
exercise
19
20

Lockers for students.
Not enough display
space. More needed
on both sides of
corridor. Shelves or
cables for boards.
Adequate number of
design studio spaces.
Adequate number of
general storage

Limited choice for
furniture

Too hot no room
controls
Absolutely not; doors,
storage in studios/
halls; display boards in
gallery
Temperature not
consistent with, too
hot or too cold

219

My level of
satisfaction with
my workspace is
only related to
my workspace
characteristics. I
don’t get caught
up on hierarchy,
interdepartmental
relations, etc.
especially in
considering
space.

Table B4.1 continued: POE survey record sheet for S.P.D.C.
21

This comment was
omitted to maintain
privacy but was
included in analysis
and development of
recommendations.
yes
yes
The choices and point
system were poorly
explained and
designed. Extra points
for desk drawers,
please!

22
23
24

25
26
27 workspace is
not
handicapped
accessible
LIGHT

1

44
Shared
office. Light
sensor is
blocked on
my side by
partition; the
lights are
always
shutting
down from
the partition
and lack of
movement
to the
sensor. I
work in the
dark 60% of
my day

Pretty much
I do not feel our
needs were included
in design nor is it
functional
THERMAL
COMFORT
49
Always warm
in winter

AIR QUALITY

ACOUSTICS

52

55

220

WORK
ACTIVITIES

Table B4.1 continued: POE survey record sheet for S.P.D.C.
LIGHT
44

THERMAL
COMFORT
49

AIR
QUALITY
52

ACOUSTICS
55

2

3

Computer work at
desk; meeting
with people in
office
Actual control
of heat would
be great

There is no
sound privacy
for my
workspace

4

5

Long hours of
reading; grading;
student
conferences;
frequent
telephone
conversations;
class prep
Sorry the list is
too long

Eliminate the Give me actual
switch, bring control of heat
my own
and AC
lighting, the
purchase
office lamp is
quite poor

6

7
8

WORK ACTIVITIES

frequent
movement within
different areas
and levels of the
building; standing
in studio for 8-12
hours/ week
Clerical
Regular faculty
duties

More lighting Fix the heating
unit and
individual
room control

221

Table B4.1 continued: POE survey record sheet for S.P.D.C.
LIGHT
9

10

THERMAL
COMFORT
Sometimes it
feels so "stuffy"
that I can't
breathe. Sun
made it warm
no control of
thermostat
Office is hot
and thermostat
does not seem
to control heat.
Need to run AC
in winter

11

Settings do not
seem to work,
sometimes is
too hot, other
times too cold
Too hot. Like in
an oven in all
seasons

ACOUSTICS

As far as I
can see there
is no air
movement
or ventilated
system in
office.

Loud co
workers and
noise carries
even with
door to
personal
office closed.

System does
not work
properly. It has
frequent
performance
problems

12

AIR QUALITY

13

Too much
dust- not
cleaned
regularly

222

WORK
ACTIVITIES
Everyone can Receptionist.
hear my
Computer
phone
work. Travel
conversations vouchers. Sort
or speaking to mail
visitors
Customer
service.
Review of
documents.
Interaction
with others.
Computer
work.
Frequent
movement to
classrooms.
Advising
office.
Computer
work. Use
conference
room,
frequent
meetings.

Mainly
teachingpreparing
class material,
grading

Table B4.1 continued: POE survey record sheet for S.P.D.C.
LIGHT
14

15

16

17

THERMAL
AIR
COMFORT
QUALITY
I have no control.
The heat has a mind
of its own. Some
mornings it feels like
90, other times its
cold. A thermostat
to control the
temperature in my
office
It’s either too hot or Q 49
too cold. No
personal controls
within the room. I
have to open the
door for ventilation.
Its good in terms of
natural ventilation
but then it affects
the privacy of
personal space
when needed.
Keep windows open
and its fine. Loss of
energy due to lack
of room thermostat.
Need personal
control

18

ACOUSTICS

WORK ACTIVITIES

Can hear
conversation
s from
offices on
either side at
times. Not
bad though
for the most
part
I can hear
everyone.
Not
comfortable
at all.

Reading; writing
(exams, lectures);
grading (papers,
projects, models,
art); electronic
communication
(email); student
advising/ class
office hours
Frequent
movement within
different areas and
levels of the
building, numerous
telephone
conversations, and
long hours of
reading.

Very
uncomfortab
le to talk on
the phone
due to poor
acoustics

Long hours using
computer;
frequent use of
scanner; piling up
student projects
frequent
movement within
different areas and
levels of the
building; time in
studio; meetings
with students in
office

223

Table B4.1 continued: POE survey record sheet for S.P.D.C.
LIGHT
19

20

21 if it could
be placed
on the
wall
instead of
directly
under
where I sit
22
23

THERMAL
COMFORT
Window AC is
noisy and
oversized
not suretemperature not
steady

AIR
QUALITY

ACOUSTICS

noise is not
an issue but
you can hear
what others
are saying

Grade
assignments, assist
students
mostly word
processing,
copying, calling for
information
frequent visits to
the main office to
drop stuff that
need to be signed
or approved, also
going to the mail
room at least twice
a day

We don’t have air
flow vented in
the ceiling but do
open our
windows. This
works for us.

Tech support for
the school- some
individual offices,
others in my office

24
25

26

27

WORK ACTIVITIES

Thermostat does Hot
not work, office is
constantly hot!

224

office is very
busy, can’t
be helped

Small meetings,
movement around
floor
long hours writing
at computer
(reports, emails,
correspondence);
meetings
throughout the
building and
outside; phone
calls
Phone calls,
emails, meetings,
moving around

APPENDIX B5:
Survey Response Record Sheet for Spartan Way
Open-ended Responses for:
Section 1: Functional Performance
Section 2: Indoor Environment Performance
Section 3: Participant Information

225

OFFICE LAYOUT

LOCATION

Q.
1
2-4
5
6
7

2
More space, windows, privacy
No Response
Window
No Response
Design to allow complete
departments to reside alongside
each other within talking / seeing
distance. More occupied offices.
Chat rooms wasted valuable
space.

8

More privacy. Sound travels very
easily through our work area and
it is different to conduct
confidential business when
everyone around can hear.
No Response
Curved desk area makes it hard
to use keyboard. Not enough
space to back up in chair. Must
keep both front plus back desk at
some height to use keyboard
(defeats purpose).
No Response
Not enough desk space
Closer to all my unit people
needed to be contiguous with
Offices in a dark corner
colleagues with whom I
frequently interact
No Response
Adequate arrangement seems like no real creative design effort
expended. With some consultations the workspace could be
more inspired, interesting. Look a bit more like university rather
than institution. I would like to see the university being forward
thinking- making staircases a center piece for first 2 floors as a
option for fitness. The building is nice but unimaginative.

9-11
12

13
14
15

16-17
18

5

Remain fairly neutral on
location. Has been removed
from main office areas, but
that is okay at times, as the
cubicle layout(noise,
disturbance) makes it hard
to concentrate to write or
have phone conversations.
Too far from copy machine
and supplies too. Far from
main reception area.

Table B5.1: POE survey record sheet for Spartan Way

226

AMOUNT
OF SPACE
8

Table B5.1 continued: POE survey record sheet for Spartan Way

19-22
23

OFFICE LAYOUT
No Response
Reconfigure area and
build offices for system
group.

24-25
26

This comment was
omitted to maintain
privacy but was
included in analysis and
development of
recommendations.
I get bored and would
like the ability to
rearrange the desk and
other office furniture.
The colors are drab and
don’t keep you
motivated.

This comment was omitted
to maintain privacy but
was included in analysis
and development of
recommendations.

No Response

30

AMOUNT OF SPACE

No Response

27-28
29

LOCATION

31

32

Would be closer to
others in my office.
Our storage room isn’t big
enough- very crowded. We
store the shredder binwhich everyone uses. We
also store all of the toners
for all the printers/copiers
including Xerox. All
centrally placed printers,
also kitchen supplies and
share with 2 other units.
I get student help twice a
day- there is not space for
both of us. Also, there is
not enough leg room for
both of us.
I think the cubicles
are too small and
awkward. Make
Large cubicles a little
bigger and put more
space between the
cubicle groups or just
give me an office.

Need more space for
storage. I have kind of
high jacked rolling file
cabinets from
unoccupied
workstations.

227

Workspace functions well
for job responsibilities but
not to conduct business
conversations. A little
more space/ bigger
storage cabinet would be
nice.

Table B5.1 continued: POE survey record sheet for Spartan Way
OFFICE LAYOUT

LOCATION

33

34
35
36

No Response
Cubicles are too close
together, you can hear
everything going on in
other cubicles
sometimes making it
hard to focus

37
38-39
40
41-44
45

46
47

AMOUNT OF SPACE
We need more book
shelves and file cabinet.
Closet needs to be bigger
and have a shelf for small
personal items.
Need larger cubicle
Need more storage space
(drawers and bigger desk
area to spread work out).

Need to have entire
team together
No Response
Close to copier
No Response
I think such a narrow
design is not conducive
to efficient work or to
fostering a collegial
atmosphere. A copier/
printer is located at
each end if you walk to
one & if it’s being used
its about the length of a
football field to go to
the other one. You
hardly ever see people
who are housed at the
ends of the offices.
Out of the way of
noise+ passer bys.
We do not have enough
space so that everyone
on our team/ unit is all
together. Cubes spaced
apart in different areas
of building.

This comment was
omitted to maintain
privacy but was
included in analysis
and development of
recommendations.

I would very much
appreciate more surface
area& more drawer space.
I have a lot of paper and a
lot of things going on at
one once. So my cube
always looks like a disaster
area.

Huge offices vs. tiny
cubicles

Room to lock up secure
documents

228

Table B5.1 continued: POE survey record sheet for Spartan Way
OFFICE LAYOUT

LOCATION

48

49
50

51
Q.
1-4
5

Size of office is good but it is Quieter location with
in a high traffic noisy area
assistant in adjoining
that requires door to be
but private office- but
closed in order to focus on
stadium tower does
work. Co-workers may think not appear to give
private offices.
I am anti social but not so.
Windows clear in door
would help.
No response
10 12 14
17
19 21
Carpet is unraveling and has for quite
sometime

6
7

Curve of table top and placement of monitors
seems to have lead to nerve issues in arm,
elbow, shoulder limited by outlet plug
location I assume.
I would prefer a desk with drawers attached.

8
9-10
11

Being near a window, after many years
without a window, is absolutely wonderful.
However, on a bright, sunny day there is an
or two when the sun shines in my eyes as
there is no window shade.

12-14
15

Not enough room for meeting with vendors.
Not enough space for storage. Colors are very
dull and uninviting. No work space.

16-17
18
19

AMOUNT OF SPACE
Desire center desk
drawer, more under
desk file space

Poor carpet choice in one area-heels or
anyone with joint problems.
Can’t be
changed

20-21

229

Table B5.1 continued: POE survey record sheet for Spartan Way
Q.
22

10

12

14

17

19

23

This comment was
omitted to
maintain privacy
but was included
in analysis and
development of
recommendations

24

I don’t like the
carpet because
it is hard on
the feet.

25
26

27

28

21
love the paint
color in my
office
Hate the
texture of the
carpet. Tech
cart does not
roll well over
the carpet.

Need
to be
closer.
I would
have the
computer
keyboard on
a tray under
the desk
that could
be pulled
put to use.

The way the desk
is set up, it makes
it difficult to use
the keyboard &
mouse.

This
comment
was
omitted
to
maintain
privacy
but was
included
in
analysis

230

Table B5.1 continued: POE survey record sheet for Spartan Way
Q.
29

10

12

14

30

31

You hear
everything
everybody
says. You
shouldn’t
have to leave
your office to
have a private
conversation.
Higher cubicle
walls please.

32

33

Too
close
and too
noisy.
White
noise is
not the
answer.

17
No windowsdoors on our
cubicles
This comment
was omitted to
maintain privacy
but was included
in analysis
If we must be in
cubicles, can the
walls be higher
and how about a
door, they do
make them for
cubes.

This comment
was omitted to
maintain privacy
but was included
in analysis
Close off the
windows
between
cubicles. Have a
door to close.
Walls that go to
the ceiling would
be really nice.

231

19

21

It works; Change color
it's just
scheme
uglymake a
better
color
selection.

Chairs do not
roll without
major effort
because of
bumpy
patterned
carpet. Colors
are drab and
patterns are
ridiculous.
Work surface
corners are
sharp or edged
with hand
rounded pieces
not good for
computer use.

Table B5.1 continued: POE survey record sheet for Spartan Way
Q.
3435
36

10

12

19

21

Keyboar
ds
should
be in
ledges
that are
height
adjustab
le.

Too much money was
spent on the décor of
our office, considering
this is a university. Why
do we need sculpted
carpets or marble
topped conference
tables, those ridiculous
round things on the
top of the cabinets?
When we moved in
here, there was such a
sense of office being
way more important
than the people in it.
Plus the design of the
bathroom sink area is
horrible. There’s
standing water on the
counter constantlysometimes so bad, it is
dripping on the floor.
Uneven carpet pattern
make lunch room less
noisy
Put padding under
carpet; pick a
smoother carpet that
vacuum easily.

Need to be
closer to co workers

3844
45

47

17

Make the
cubicles
less out in
the open

37

46

14

The very long
hallway type
design
isolates
people. Also,
there is
always a
feeling of
people
listening to
your
conversations
because we
are so close
together.

Privacy

I would
like the
opening
of my
cube not
to face
the
window of
the office
opposite.

Privacy

used to an
office

Have to do a
lot of walking

232

Table B5.1 continued: POE survey record sheet for Spartan Way
Q.
48-49
50

10

12

51

OFFICE
EQUIPMENT
23
1
2

3

4
5

14

17

19

21

People just need to
get up& walk to see
co-workers. My
assistant could be
closer to my office
in an ideal situation.
Would like window
in door so door can
be closed but I still
appear sociable and
accessible.
It would be nice to
be in an area all
together, where we
can interact without
worrying about
disturbing others
around us.
ACCESSIBILITY

see #15

Brought
our own
furniture

Could use carpet
cleaning overall &
stain removal

Copier and printer
is always breaking
down.

Copiers require
assistance from ITbut because it
didn't help procure
copier they are
unable to service/
assist

25

A door

PERSONAL
CONTROL
27

WINDOW
LOCATION & VIEW
30

We have no
control on
temperature of
office, so therefore
it can be too cold
or too warm at
times.
I need to purchase
a heater (my own)
I seem to be cold
most days

I wouldn't mind
having some kind of
window covering to
prevent sun from
causing computer
glare at certain times
of the year.

Phone system
seem cumbersome

233

Table B5.1 continued: POE survey record sheet for Spartan Way
Q. 23
25
6
Would like printer
at each work
station
7
Phone system.
Phone treeanswering ability
from other
locations when
ringing. Seems to
have a lot of
maintenance
issues. Printers,
copiers- jamming,
breaking,
overloading servernot sure how to fix.
8
Printers that don't
breakdown at
crucial times.
9
10

11

The document
centers fax, print &
copy all in one
machine. If
someone has sent
a huge print job &
you need to copyyou are waiting
forever.

27

I don’t believe we have
any control. Especially in
cubicles. I have a fan- but
limited power outlets.

The main
entrance is
totally on the
opposite side if
where I sit.

It is a long walk
from parking
lot and up a lot
of steps. It is
okay for a
young healthy
person but
could be
difficult for an
old or injured
person.

30

Very few
cubicles. If the
windows
could open in
fresh air.
Cubicles
positioned in a
manner as not
to "see" out
window.
Ventilation in
this building is
horrible.

I have no control usually
too hot in summer.
Temp is either freezing
or hot- it is very hard to
control.

My desk is small and
having the computer box
under my desk is not
very handy. Chain needs
replacing- cushion
packed down. An
ergonomic evaluation
would help.

234

It is a blessing
most of the
time I feel
very fortunate
to be near a
window.

Table B5.1 continued: POE survey record sheet for Spartan Way
23
12

13
14

Would love to have a
printer at my desk

15

16

17
18

19
20
21
22

23
24

It would be nice to be
able to pick up phone@
any desk in the area. Pick
up has long been an
option in office.
Always busy

25

27
There is no control for
heating and ventilation,
even if we all agree we are
hot, we can’t change the
thermostat.
This comment was omitted
to maintain privacy but was
included in analysis and
development of
recommendations
Always too hot in winter
likewise in summer. No
personal control is
available.
Cooling and heating are not
constant.

30

No blinds- late
afternoon sun
obscures the
computer
monitor
images.

Only problem is temp.
Personal heaters are a
must.

Way too hot

I am always a warm person
some days it is freezing in
my office
The printer is always
jamming and breaking
down

Very little control over
HVAC. Still get food smells
in building

235

Get a window.
Windows are
near enough to
work station.

Table B5.1 continued: POE survey record sheet for Spartan Way
25

It is okay that we have a
group copier in a central
location. I understand
why and as a side it gives
me some exercise nut
when you have a bog job,
lose time and lots of
problems, the central
copier doesn’t work well.

26

I think temperature
control during the
workday is ok. If one
is working on a
pressing project
after 5pm or on the
weeks, the
temperature creeps
up. In the summer,
the temperature
would regularly hit
90 degree.

We need a more efficient
copier/printer. Does not
like to do large jobs and if
it does work without
jamming it is too slow.

Only problem
is during fall,
sun hits my
desk
computer;
viewing is
difficult in
the
afternoon.

2728
29

30

31

This comment was
omitted to maintain
privacy but was
included in analysis

I would make the
temperature higher but
this is something that no
one will ever be happy
with someone is always
cold someone else hot.

236

There is very
little that can
be done.
Other than
being cold in
the winter, I
am very OK. I
have two
double glass
doors to the
patio.

Table B5.1 continued: POE survey record sheet for Spartan Way

32

23
This comment was
omitted to maintain
privacy but was
included in analysis
and development of
recommendations

25
Due to higher
than usual
security within
our building, I
am ok as I have
my ID on me
before 7:45 am
or after 5:00pm

34-35
36
37

30
Is it not a window
to the outdoors
but that’s okay.

Generally too
cold all year
round. Need to
use power
strips because
outlets are not
close enough to
computer
equipment.

33

27
We constantly
have heating/
cooling issues

Window looks
into cubicles on
either side of me.

This comment was omitted to maintain privacy but was included in analysis
and development of recommendations
Need more space at
monitor location,
have to get up to file
most things.

38-39
40

41

I would like to be
able to see a
window.
I wish we had
personal printers in
our offices.

42
43

Temperature
can be too
variable,
ventilation/ air
flow from
catering
downstairs is
terrible.

237

I have no view
from my office to
a window

Table B5.1 continued: POE survey record sheet for Spartan Way

44

45

23
Our printers
commonly have
problems and
the other
printer that we
can use is all
the way down
on the south
end of the
building.
I very much
appreciated my
computer
double screens.
I really dislike
the printer
copiers. I have
to frequently
make a small
set of copies
and often have
to wait for print
jobs coming
through as a
copy did the
one dedicated
to the copier.

46

47

25

27
There is only one outlet to use
besides my computer outlet.

I have no say in any of these.

Very windy plus
cold in front of
building. Also
sun reflection
from building
blinding.
Too far to go to
make a copy
and took a year
but finally got
us a printer in
our area.

30

Sometimes too hot,
sometimes too cold. Horrid
fumes from kitchen below.

There is no ventilation in the
women's restroom, always
smells, always cold, blowers
always blowing cold air down
on you. Can always smell what
they are cooking in the
kitchen.

238

Face it

Table B5.1 continued: POE survey record sheet for Spartan Way
23

50

Need a higher
quality printer,
Need upgraded
computergrinding noise,
have been told by
IT that my
computer is dyingmight crash.

51

27
Heating/ cooling
controls regulate 3
offices. One office is
freezing while 3rd office
is boiling hot and vent
over desk is very drafty.
No control of temp &
ventilation. Personal
office thermostat would
be great.

30

I am always cold
regardless of season.
Cannot regulate

48

25

We don’t have windows
that open. Its forced air.

INCORPORATION OF USER NEEDS
37
44
1
2

49

We were not given an
opportunity to provide input.
Ladies restroom location not
convenient or adequate.
Always better to work in
better surroundings.

3

4
5
6

Windows for offices would
be great but I understand it
was more important to give
natural light and windows
to those workers in
cubicles- this seems fair.
Absence of window affects
my overall satisfaction.

This comment was
omitted to maintain
privacy but was included
in analysis and
development of
recommendations
Sure
Desk fluorescent
lighting

239

Table B5.1 continued: POE survey record sheet for Spartan Way

7

8

INCORPORATION OF USER NEEDS
37
44
I am not sure the needs of
Make natural light
employees were considered
available to more
at all. Functionality of
workspaces so as not
location, storage, counter
to be operating in a
space for project meetings.
cave like storage
Office numbers- tiers of who closet like a cube
more control of light
deserved one-all call short.
in personal space.
It would help if
curtains were on the
windows to block out
the late afternoon
sun.

9

10 No- we were not shown the
layout & that was it opinions
were not considered.

It’s always too cold

I don’t like not having
some control of my
workspace temp.
Place in some
warmer colored
lighting. Way too
much glare
everywhere.

11 Operable windows

12 Direction before Q32 not
worded correctly. No. I am
not located near co-workers
in my department. There is
no work area close to us. Q
38- option 5- negative effect
on performance
13

49
Circulate the stale
stagnant air. Allow for
cooler temperatures

I would like natural
light

Add humidity in the
winter. Humidity is lower
than 20% or less. A little
more heat would help in
cool weather.
Ventilation is poor and
there is no control over
temp, so would like
change these.

Smells from cooking
upstairs
It is always freezing

14 No work space, not enough
room to work efficiently.

240

Table B5.1 continued: POE survey record sheet for Spartan Way
INCORPORATION OF USER NEEDS
37
15 The work of my team is
fundamentally different than that
of all others in the unit. Our needs
did not seem to be considered or
understood. I wasn't in the unit
prior to renovations.
16
17 Restrooms are very bad; water
comes out of wash basin.
18 No. Not really. The space is pretty
generic.

19

44

Overhead
lighting too
bright

20 I have no idea what renovations
occurred. If this is about Spartan
way, then my major concern is the
terrible acoustics in the café
lounge.
21 Yes, generally speaking
22
More lamps,
overall lights
are too bright
23 Nope. We need offices.

24

25
26 Area was designed, no inputs
were needed.
27
28

49
Too hot in winter and
summer. Very dry.

No control over temp &
ventilation. I just keep a
sweater and try to dress in
layers but the thermostats
area joke.
Always too hot winter or
summer

This comment was omitted
to maintain privacy but
was included in analysis
Often too hot. The
ventilation makes a lot of
noise- vibration of vents.
Sometimes too hot others
too cold.
If there is a problem it is
resolved very quickly.

29 Yes

241

Table B5.1 continued: POE survey record sheet for Spartan Way
INCORPORATION OF USER NEEDS
37
44
30 No-space/ location of mail room
31
I would prefer more
natural light
32
33 No. Privacy issues, noise levels
and layout of computer were all
ignored.
34

Too bright

35
36 How much storage space is
needed?
37 No- open workspaces were not
provided. Also, employees lost
private offices.
38
39
40
41
42 yes
43
44 yes

45 There no privacy, the work area
is too small, the lighting is too
bright. We in cubes could use
the chat rooms when we need a
bit of privacy. However the chat
rooms have long ago been
converted to offices.

49
Less noisy ventilation
system
Almost always too cold
no matter what time of
year. Move the blower
event away from me.
Everyone around can
hear everything and I
am saying that I can
hear everyone else.

Its either too hot or too
cold
Warmer please.

More natural light.
Many employees in
the people find the
overhead lights to
be uncomfortable
and glaring. Many
have resorted to
lamps.
It’s too bright but
because we are in
cubes, it can’t be
modified for
individuals.

242

The air conditioning
can be too cold and I
feel it is a waste of
energy.

It s almost always too
warm for me.

Table B5.1 continued: POE survey record sheet for Spartan Way
INCORPORATION OF USER NEEDS
37
44
46 Privacy

47 Construction quality is terrible.
Floors not level, water leaks in
building from rain cabinets
came off walls. Use of all plugs
at same time in kitchen came
off; doors not hung properly,
bathroom sinks countertops not
functional but looks pretty!
Paper towel dispensers don't
work; Handles broke off sinks
already. Big crack in entrance
wall near second floor.
48 The creation of two types of
cubicles based on employee
classification was not a good
idea.
50 In my previous office I had
complete control over
renovations and furniture
design and layout.

There is too much
fluorescent lighting

No natural lighting
in offices. Have
lighting professional
look at desk/
computer layout
and make
recommendations
for proper overhead
lighting.

51

Can be hot, seems dry,
exhaust fumes come
into private officedifficult when it
happens due to
asthma. Individual
office controls for
heating and cooling
It’s very dry and I am
usually cold

52

ACOUSTIC
55

68
Long hours at keyboard/
computer, long work to file
room, long walk to copier.

1

2

49
Eyes burn every day.
Too hot one day, too
cold the next.
Dry- eyes burn. You
can smell what they
are cooking in the
kitchen. Change the
way the air blows
down, diffuse and
make it warm air. Don't
blow down on you.

We tend to receive
kitchen odors when
they prepare food in
stadium.

Sometimes difficult
when others are
having conversations.

243

Table B5.1 continued: POE survey record sheet for Spartan Way

52
3

ACOUSTIC
55
You can hear every
conversation in the
office unless you
are in one of the
closed offices-

4

5
6

7

Figure out where the
ventilation is piped.
Kitchen and bathroom
odors are very
prominent. Air does
not seem to circulate
well.

8

Any change that
would help sound
privacy. Phone
conversations are
impossible.
Therefore, one has
to leave workspace
to go to a chat
room- what if we
need computer for
conversations.
Everyone can hear
everything you say

9
10
11

Air purifier to remove
dust would help. Some
of us developed eye
allergies. Being able to
open windows in nice
weather. More
custodial service staff.

244

68
Telephone calls- copier,
computer data entry in advaccess preparing mailings for
travel tours away game tailgates
or other program events.
Frequent telephone
conversations, email 200+/ day,
Engagement with personnel,
Reviewing document.
Telephone conversations, proof
reading, work on computer
monitor, printing letter and
envelopes
Long hours of reading and
researching. Frequent phone
calls to university units. Long
hours of computer work.
Analysis. Meetings.

Writing, reading, telephone
conversations, gathering items
for events, computer work
Telephone, reading, researching
on computer, proposal writing.
Frequent movement, long
computer hours
All of the mentioned, computer
work, some files still on paper,
meetings, computer intensive
work.

Table B5.1 continued: POE survey record sheet for Spartan Way

52
12 Better
ventilation

ACOUSTIC
55
There is little privacy. I can
hear others conversations
so I am sure they can hear
mine.

13
14

15

Everyone is so close
together, you can hear
everything going on in all
offices/ cubicles around
your area.
It is not possible to
professionally interview
donors in an open space.
Yet it is also not possible to
interact with colleagues in
order to consult on projects
(disturbs others)

16
17

18

Too close to other staff
members.

19

To loud once, two or three
people are on the phone.
You can’t hear your own
call. Always hear everyone
else's conversation (phone/
person)

245

68
Many hours of reading and editing,
numerous phone conversations,
many hours of computer usagecreating documents, websites, using
email, etc. Brain storming with coworkers about projects. Visiting with
vendors regarding project details.
All mentioned + many hours on
computer

Writing, lengthy phone
conversations, visitors/ vendors
coming by, need to interact with
colleagues, need to spread out
materials.

Meeting with others, printing
materials.
Telephone conversations, Looking a
lot into computer screen, discussion
with team members.
Hours at terminal, movement to
meetings-samefloor-1-2 hours each,
UP & down to collect printed
materials. Minimum if 1 hour/ day
reading printed materials, frequent
interactions one on one- quite so
don’t disturb others.
Phone, computer, paperwork,
meetings throughout building.

Table B5.1 continued: POE survey record sheet for Spartan Way

52

ACOUSTIC
55

20

21

22
23 We get exhaust
fumes, kitchen
smells 2-3 times a
week.

This white noise
thing is ridiculous, so
noisy.

24 The air quality in
the bathroom on
the third floor is
terrible. It always
smells bad. It
smells like sewer
back up air. This
has been bad
since day 1.
Nothing seems to
make it better.
25
26

Do not like the white
noise machine. It
needs to be turned
down. It is not
necessary.

27

White noise is too
loud. This can be
adjusted for areas
with special controls.
Does not have to be
set the same for the
whole building.
You can hear
everything that is
said in each cubicle.

246

68
Word processing, emailing, meeting
with other departments across
campus, research and other reading,
walking to think.
Technical assistance (phone & other
offices), meetings (various projects),
server management, attend
department events, attend training.
phone, internet, email, travel,
meetings
Answer phone helpdesk. Take
classes. Read. General knowledge
improvement. Talk to others on
phone. Heads down deep thought
work, power shell, active directory,
some coding.
Computer works, phone work,
assembling meeting material,
training in conference room,
introducing new staff- take them
around the building.

Computer work - 60%
Meeting people - 5-10%
Phone conversations - 10%.

Numerous telephone conversation
(some confidential), Meeting with
folks in my area, reading for accuracy
of documents.

Table B5.1 continued: POE survey record sheet for Spartan Way

52
28

29
30
31

32 Whenever
they grill down
in catering
(first floor), we
get the smells
up here. This is
bothersome to
a couple of our
staff members.
33 At times we
have cooking
odors and a
smoky haze
hangs in the
air.

ACOUSTIC
55
Everything echoes. You
can hear conversations
from down the hall &
around the corner. Very
hard to concentrate
because of the noise.
We were told we would
have the state of the art
noise reduction systemit doesn’t work.
No sound privacy

68
Phone conversations, balancing
monies received, processing credit
cards transactions, depositing checks.

You can hear everyone
else's conversations and
all other noises

Numerous telephone conversations,
coding data manipulation website
updates, meetings with end users/
managers, website design, trouble
shooting PC problems/ help desk.
Frequent movement within different
areas and floors of building, meetings
within various offices on second and
third floor, phone conversations
(open and closed door), full face
private conversations, several hours
at desk in front of computer.

White noise is not
covering the noise from
co-workers and turning
the white noise up has
resulted in feeling like
your working in an
airplane all day.

Long hours of computer work, data
analysis, and limited phone
conversations some interactions with
co-workers, to many meetings.
Majority of activities require quite
uninterrupted concentration.

34

Telephone conversations, computer
work.
Computer data entry/ assisting
others going to their areas, using
various tools for looking up data both
in books on shelves & computer.

35

247

Table B5.1 continued: POE survey record sheet for Spartan Way

52
36

ACOUSTIC
55
Cubicles are too
close together- can
hear everything
going on around
you.

37

Attend meetings, work on
computer, make phone calls, most
meetings in office.

38
39

Numerous meetings within building.
Numerous phone conversations.
Many hours on computer.

40
41 We often smell the
caterers downstairs

Managing people, email, computer
work, letter composition, numerous
telephone conversations

42
43 Venting from
catering, restroom
ventilation.
44 Horrible odor in the
restroom at times.
Sewage odor.
45 The first year or so,
the odors from
catering downstairs
were almost a daily
occurrencesometimes we
would actually see a
haze in the air. This
has been corrected
and now there are
only occasional
aromatic days.
Some days it is very
humid and stuffy in
here.

68
Computer work, filing, telephone
use, lots of reading, lots of typing.

Not only can all hear
other people's
conversations but
mine are heard by
others. As much as I
do not like my office
environment, but I
do not let it affect
my work.

248

Numerous phone conversations,
meetings in office, meetings in
conference rooms, tours of building,
long hours of research.
Hours of auditing vouchers and
reports, Frequent trips to copier,
numerous phone conversations,
long hours of looking at computer
monitor- spreadsheets, reports, etc.,
Answering lot of questions from
colleagues and donors.

Table B5.1 continued: POE survey record sheet for Spartan Way

52
46 Fumes from
kitchen still come
unto floor. Eyes
burn.
47 Vent outside and
have intake
outtake apart
from each other.
Cold air returns.
48

ACOUSTIC
55
Can hear everything in
area- voices, etc.

68
On computer.

White noise helps café
lounge echoes too much.
If your fingers are frozen
you can’t type.

Frequently go between floors
and walks to copy areas long
hours on computer, long desk
hours.

Extensive computer work,
telephone donor calls, walking
to second, travel up & down 3rd
floor to meetings
50 Smoke fumes and Office size is wonderful
Researching, writing, editing,
exhaust fumes
but in high traffic area so interviewing, hiring staff/
come into private need to close door.
faculty, communicating with
office spaces, find Windows (clear) in door
staff donors, on & off campus
out why and
would be good. Then I
partners, customers & public.
where smoke and appear sociable accessible Interviewing face to face hiring
exhaust fumes are but can get down on high faculty instructors, staff for
entering system in traffic noise. To work
evening college courses,
spelling out in
productivity and to be
curriculum development,
researching, reading, email and
office space.
able to concentrate &
focus, I need to shut door phone communication with
faculty and vendors and
to shut out noise.
donors& off-campus partners,
customers, registered students
& public and colleagues.
51
This comment was
omitted to maintain
privacy but was included
in analysis and
development of
recommendations

249

APPENDIX B6:
Survey Feedback Section Comparative Analysis Sheet
S.P.D.C. and Spartan Way Responses Combined

250

1
For
mat
1
2
3
4
5
6

1
3

2
Appro
priaten
ess
1
3

3
4
5
open- Survey Focus
ended
Group

2
2
6

2
2
4

7
8
9
10
11

1
2
2
3
4

1
2
2
3
4

12 4

4

13 1
14 3

1
2

3

15 4

3

3

3
3
3
3

2
2
2
2
1
1&2;
no
intervi
ews
1
2
2
2+3
1

2
4
3
2
6
1

3
2
1
4
6

2
2
1
1
2

1

3
3
3
3
3
1

6
Covera
ge
Extent
2
2
1
1
2
3

7
Right
Questi
ons
1
1
1
1
1

8
If No,
What
Questions
1
1

1
1
1
1
1

1

2

2

1
1

2
3

1
1

1
1

1+4

Why would I 1
be satisfied
about it? If
you are
asking if I
would
volunteer
for it- Yes.

1

Ask about
overall
staffing
concept
Social
interaction
questions
missing
Ask us
about
teaching,
studios &
computer
lab space
Consider
flexibility
of the
space for
use in
future.

Table B6.1: Survey Feedback Section Comparative Analysis Sheet for
S.P.D.C. and Spartan Way (combined)

251

Table B6.1 continued: Survey Feedback Section Comparative Analysis
Sheet for S.P.D.C. and Spartan Way (combined)
1
2
3
4
Format App open- Survey
ropr ended
iate
ness
16 6
5
2

5
Focus
Group

6
Cover
age
Extent

7
Right
Questions

2

3

3

17
18
19
20
21
22
23
24
25
26
27

1

4
2
1
2
1
1
1
4
3
2
2

3
2
1
1
1
3
1
4
3
2
3

3
3
3
3
3
3
3
3
3
3
1

2
3
1
2
1
2
1
2
2
2
2

2
1
4
2
3
3
1
5
3
3
1

2
1
2
1
1
2
1
2
3
1
1

28 3

2

4

2

1

1

252

1
1
1
1
1
1
1
1

8
If No,
What
Question
s
Too
many
questions
require
uninform
ed
opinion

1

1

Process
questions
related
to how
they
selected
their
space
and work

Table B6.1 continued: Survey Feedback Section Comparative Analysis
Sheet for S.P.D.C. and Spartan Way (combined)
1
Format

2
Appro
priate
ness

3
openended

4
5
Survey Focus
Group

6
Coverage
Extent

2
2
2

2
3

2
2
3

7
8
Right If No, What
Quest Questions
ions

1
2
3

3
5

3
4

1

4

3

4

2

2

1

4

5
6
7
8
9
10
11

2
6
2
3
2
3
1

2
4
2
2
2
2
1

3
2
3
1
3
3
3

1
1
2
2
2+3
1
2

2
4
2
2
1
2
4

1
3
2
2
1
1
2

1
1
1
1
1
1

12
13
14
15

2
6
4
3

2
2
4
3

3
3
3
1

1
2
2
2

4
4
4
3

2
2
2
2

1
1
1
2

253

0
Space issues,
good use of
current
locations etc.
Not sure what
overall
objectives

Need
additional
questions.
Layout of
units,
accessibility
to conference
rooms

What we
need? How
we work
best? What
type of
environment
do we work
best in?

Table B6.1 continued: Survey Feedback Section Comparative Analysis
Sheet for S.P.D.C. and Spartan Way (combined)
1
Format

2
Appro
priate
ness

3
openended

4
Survey
Method

5
Focus
Group

6
Cover
age
Extent

7
Right
Questio
ns

16 5

5

1

2

4

2

0

17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34

3
6
3
2
2
2
3
1
4
1

3
6
3
2
2
2
3
1
3
1

3
1

3
1

3
6
3

3
3
3
1
3

3
1+2+3
2
2
2
2
2

2
2
2
2
4
1

2
2
1
1
2
1
1
2
2
1

2
2
4
2
3
2

1
2
4
2
3
2

3

2
2
1
2
1
1
2

1
6
4
2
1
4
1

2
1
2
2
4
1

1
1
1
1
1
1
1

4survey
too long
2
2
1
2
2
2

3
1
2
2
4
4

1
1
1

1
1
1

2
1

1
1

3

3
3
3
3
How will
we
know
the
outcom
e of the
surveys?

35

36
37
38
39
40
41

2
1
4
4
2
4

2
1
4

3
3
1

2
2

3
3

254

1
1
1
1
1
1
1

8
If No,
What
Questions
?
Desk
suitability

Table B6.1 continued: Survey Feedback Section Comparative Analysis
Sheet for S.P.D.C. and Spartan Way (combined)
1
Forma
t

42
43
44
45
46
47
48
49
50
51
52
53
54
55

2
Appro
priate
ness

3
openended

4
Survey
Method

5
6
Focu Coverage
s
Extent
Grou
p

3
2

2
2

3
3

2
3

3
5

1
2

6
4
1
4
2
4
2
4
4
1
2

6
1
1
3
3
4
2
4
4
1
2

1
3
3

2
2
2
2
2
2
2
2
1
2
2

5
1
3
2
6
3
4
4
3
7
7

2
2
1
2
2
1
1
1
2
1
2

9
Effectiven
ess of
Survey
1-2
3
4
5-7
8
9
10

3
3
3
3
3
3
9-other

7
Rig
ht
Qu
esti
ons
1
1

8
If No, What
Questions?

1
1
1
1
1
1
1
2

10
Missing Aspects

11
Unclear &
Confusing
Questions

12
Unnecessary
Questions

NA

NA

NA

1
1
1
1
1

255

Table B6.1 continued: Survey Feedback Section Comparative Analysis
Sheet for S.P.D.C. and Spartan Way (combined)
11

Sort of

12
13
14
15

More or less
1
1
In
between
yes and
no

16
17

0
1

18
19
20

For IEQ
purposesyes. Use of
common
spaces,
lunch room,
etc. meeting
rooms with
students on
each floor.

Space
satisfaction is
closely related
to overall
management
and job dutiesmore questions
about this.

The use of
"satisfaction"
phrase is vague
to me. It does
not capture my
feelingsalthough there
is plenty of
opportunity- to
relate concern
in the open
ended portion

67 part 2
13

The workspace
overall is not
fully
encouraging for
interaction. It
does not provide
full privacy when
needed. The
building does
not give
common study
areas to
students or
faculty.

1

fourth floor
The scale
generally starts
from very
dissatisfied to
satisfy in the
survey!

256

Ask questions
that ask about
what uses like
about things. All
questions
encourage
respondents to
find faults. As k
about overall
satisfaction with
renovation
process

too many
47 and 51 as
same question

Table B6.1 continued: Survey Feedback Section Comparative Analysis
Sheet for S.P.D.C. and Spartan Way (combined)
9
9-other
Effectivene
ss of
Survey

10
Missing Aspects

21
22
23 1
24
25 1
26 1
27
28
1 0
2
3

4

5
6
7
8
9

Need NA
option.

Common areas,
bathrooms

0
In between Ladies restroom needs
yes and no. much attention - in
terms of location,
number of stall, odor
etc.
1

It seems that the
same questions
were asked but
in different uses
of verbiage

1
1
1
1

10 1

11
Unclear &
Confusing
Questions

Q31 I couldn't
quite figure out
what you were
asking
My only concern is
temp, bathrooms on the
second floor. During
summer, it is very hot.
No air is circulated at
all.

257

age

12
Unnecessa
ry
Questions

Table B6.1 continued: Survey Feedback Section Comparative Analysis
Sheet for S.P.D.C. and Spartan Way (combined)
9
Effectiv
eness
of
Survey
11 1

12 1

9-other

10
Missing Aspects

12
Unnecessa
ry
Questions

We do not have enough
large conference rooms to
use. We end up having
meeting off-site, therefore,
spending additional funds.
Access to building (from
parking lot #79) and
restrooms is not good for
persons with walking
disability. The second floor
break room is not cleaned
or maintained very well.

13 1

14 1
15 1
16 0

11
Unclear &
Confusing
Questions

After Q31, 32, the
italicized text
doesn’t tell you
what to do if you
have no previous
office space.

I completed the survey
based on workspace I was
originally assigned. I moved
six months ago into another
space being adequate for
the teams needs.

258

Q28 should state- #50-52,
"if NO, skip to Q7 #24-25,
which is on page
#58-60
4, but not
numbered. Q36NA if not longterm employee of
unit, likewise for
Q38. Q56 needs
likert scale. #5860 also NA to
new employees

This survey
took
longer
than
stated and
I did not
take any
calls
during this
time.

Table B6.1 continued: Survey Feedback Section Comparative Analysis
Sheet for S.P.D.C. and Spartan Way (combined)
9
Effectiv
eness
of
Survey
17 1
18 1
19
20
21
22
23
24
25
26
27
28
29

30
31
32
33
34
35
36
37
38

9-other

10
Missing Aspects

Restrooms, café lounge,
cleanliness.

1
1
1
1
1
1
1
1

Does not include ease of
restroom facilities, which
this building is not good. So
far from workplace.

On 58-61, not
sure if you meant
HVAC or
computer
technology.

Building security. Inability
to feel safe in a cubicle
environment during night
and weekend work when
building is mostly empty.

Questions refer
to renovationsthis was a new
building. Q58-60not sure what is
meant by new
technology.

1
1
1
1
1
1
1

39
40 1

259

11
Unclear &
Confusing
Questions

12
Unnecessa
ry
Questions

Table B6.1 continued: Survey Feedback Section Comparative Analysis
Sheet for S.P.D.C. and Spartan Way (combined)
9
Effective
ness of
Survey
41 1
42 1
43 2
44

45 0
46 1

9-other

10
11
Missing Unclear &
Aspects Confusing
Questions

More regarding privacy (noise level
in cubicle environment)
Restrooms, cleanliness, kitchen
facilities and how it supports staff
who bring lunches, lighting in
common areas.
There should have been bathrooms
at both ends of third floor. They
are too far away.

47 1
48
49 1

50 1

The
instruction
s after
question
31 and 32
This office is poorly laid out. I think
it is odd that this place was
designed with so many cubes/
designated for people who are not
fundraisers nor supervisors & so
few offices. We have areas with
many empty cubes & then areas
where we can’t even have all the
staff of the unit together. I also
think its odd that so many small
conference rooms were designed
without having one large one. We
have to spend money every time
we have a meeting with more than
maybe 1 people to rent other
facilities. Quite ridiculous for a unit
as large as ours.

260

12
Unnecessa
ry
Questions

Table B6.1 continued: Survey Feedback Section Comparative Analysis
Sheet for S.P.D.C. and Spartan Way (combined)

9
9-other
Effectiveness
of Survey
51 1
52 1
53 0
54

10
11
Missing Unclear &
Aspects Confusing
Questions

You have covered them.

The building is new- it would
cost a tremendous amount of
money to implement changes
for best comfort and work
style of workers. If the office
design changes are to be
made, workers from all levels
need to be included not just
the leadership teams.

55

261

12
Unnecessary
Questions

APPENDIX B7:
Modified Final POE Questionnaire

262

Post Occupancy Evaluation
Building Occupant Survey

The purpose of this survey is to assess your level of satisfaction with regard to the
functional and indoor environment performance of your personal workspace and capture
your recommendations to all things that you would like changed such that you are
satisfied with your personal workspace.
Please record your start and end time for completing the survey:
Start time: ______________________End time:
__________________________________

Section 1: Occupant Satisfaction with regard to Functional Performance
Please note: Functional performance refers to the performance of the design components
of your workspace towards your task performance.
On a scale of 1 to 7, where 1=very satisfied, 2=satisfied, 3=slightly satisfied,
4=neutral, 5=slightly dissatisfied, 6=dissatisfied and 7=very dissatisfied, please
indicate your level of satisfaction with regard to the following aspects:
1. How satisfied are you with your office layout i.e. the placement of your workspace/
cubicle/ rooms with regard to your surrounding workspaces/ cubicles/ rooms?
Very dissatisfied

Very satisfied

2. How satisfied are you with the location of your personal workspace in relation to
the remaining office area?
Very dissatisfied

Very satisfied

3. How satisfied are you with the amount of space available for individual work and
storage?
Very dissatisfied

Very satisfied

4. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied what
would you change?

263

5. Does your personal work space function well for your job responsibilities?
o Yes
o No
o Not applicable
6. If your answer is No, please explain why?

7. Does your personal workspace work well for your work performance?
o Yes
o No
o Not applicable
8. If your answer is No, please explain why?

9. Does your overall building work well for your work performance?
o Yes
o No
o Not applicable
10. If your answer is No, please explain why.

11. How satisfied are you with the ease of interaction with co-workers?
Very dissatisfied

Very satisfied

12. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied what
would you change?

13. How satisfied are you with the overall privacy of your workspace?
Very dissatisfied

Very satisfied

264

14. How satisfied are you with the visual privacy of your workspace?
Very dissatisfied

Very satisfied

15. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied what
would you change?

16. How satisfied are you with your office furniture in terms of comfort, flexibility,
sufficiency, overall appearance?
Very dissatisfied

Very satisfied

17. How satisfied are you with your office furnishings (for e.g. carpet or curtain color.
finish, function, overall appearance)?
Very dissatisfied

Very satisfied

18. How satisfied are you with your office equipment and their contribution to your
task performance? (For example: printer, phone, fax machines, computer
accessories, etc)
Very satisfied

Very dissatisfied

19. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied what
would you change?

20. How satisfied are you with the ease of accessibility to your personal work space from
the entrance of your building?
Very dissatisfied

Very satisfied

265

21. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied what
would you change?
Very dissatisfied

Very satisfied

22. How satisfied are you with the access and ability of personal control in your
workspace for heating, ventilation, connection points, and power supply stability?
Very satisfied

Very dissatisfied

23. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied what
would you change?
Very dissatisfied

Very satisfied

24. Do you have a window in your personal workspace?
o Yes
o No
o Not Applicable
25. If yes, how satisfied are you with your window location and view?
Very satisfied

Very dissatisfied

a. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied
what would you change?

26. If No, to what extent does absence of window affect your overall satisfaction with
your personal workspace?
o To great extent
o To some extent
o To little extent
o Not at all
o Makes it worse
27. How satisfied are you with your current personal workspace?
Very dissatisfied

Very satisfied

266

28. How satisfied are you with your overall building renovation/new construction?
Very dissatisfied

Very satisfied

29. How satisfied are/were you with the process of renovation/new construction?
Very satisfied

Very dissatisfied

30. How satisfied are you with the construction quality (example: product finishes,
installations of hardware, etc) of your building after renovation/construction?
Very dissatisfied

Very satisfied

31. How satisfied are you with your overall workplace environment?
Very dissatisfied

Very satisfied

32. To what extent do you consider that your needs were incorporated into the design of
your workspace?
o To great extent
o To some extent
o To little extent
o Not at all
a. If ‘to a little extent/not at all’, what was omitted?

33. How has the renovations affected your work performance?
o Great improvement
o Moderate improvement
o Little improvement
o No affect
o Made it worse
34. Other aspects that may affect your overall level of satisfaction or dissatisfaction with
your workspace may be the organization structure of your department or your
changed job-description.
o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly Disagree

267

Section 2: Occupant Satisfaction with regard to Indoor Environment Quality:
Please note: Indoor environment refers to the overall feel and quality of the space inside
your office.
On a scale of 1 to 7, where 1=very satisfied, 2=satisfied, 3=slightly satisfied,
4=neutral, 5=slightly dissatisfied, 6=dissatisfied and 7=very dissatisfied, please
indicate your level of satisfaction with regard to the following aspects:
LIGHT
35. How satisfied are you with the natural lighting at your workspace?
Very satisfied

Very dissatisfied

36. How satisfied are you with the artificial lighting at your workspace?
Very dissatisfied

Very satisfied

37. How satisfied are you with the visual comfort of the lighting at your workspace (e.g.
glare, reflections, and contrast)?
Very satisfied

Very dissatisfied

38. How satisfied do you feel with the overall lighting comfort at your workspace?
Very satisfied

Very dissatisfied

39. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied what
would you change?

THERMAL COMFORT
40. How satisfied are you with the temperature in your workspace?
Very dissatisfied

Very satisfied

268

41. How satisfied are you with the humidity in your workspace?
Very dissatisfied

Very satisfied

42. How satisfied are you with the ventilation in your workspace?
Very satisfied

Very dissatisfied

43. How satisfied are you with the overall thermal comfort of your workspace?
Very dissatisfied

Very satisfied

44. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied what
would you change?

AIR QUALITY
45. How satisfied are you with the air quality at your workspace (stuffy/stale air,
cleanliness, odors)?
Very satisfied

Very dissatisfied

46. How satisfied do you feel with the ventilation of your office?
Very dissatisfied

Very satisfied

47. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied what
would you change?

269

ACOUSTIC
48. How satisfied are you with the noise level of your workspace?
Very satisfied

Very dissatisfied

49. How satisfied are you with the sound privacy of your workspace?
Very dissatisfied

Very satisfied

50. If you are satisfied or dissatisfied, please explain why. If you may be dissatisfied what
would you change?

51. Do you think that the overall indoor environment of your workspace affects your
work performance and productivity?
o Yes
o No
o Not applicable
52. To what extent do you think that indoor environment affects work performance and
productivity?
o
To great extent
o
To some extent
o
To little extent
o
Not at all
53. Was there any new computer or HVAC related technology implemented in your
building?
o Yes
o No
o Do not know
o Not applicable
54. If yes, how satisfied are you with the implemented technology?
Very dissatisfied

Very satisfied

270

55. Was there any other kind of new technology implemented in your building?
o Yes
o No
o Do not know
o Not applicable
56. If yes, how satisfied are you with the implemented technology?
Very satisfied

Very dissatisfied

57. If you are satisfied or dissatisfied about any new technology implemented in your
building, please explain why. If you may be dissatisfied what would you change?

Section 3: General Information
58. How long have you been working in this building? Please indicate your answer
in number of years.

59. How long have you been working at your current personal work space (open
workspace/ cubicle/ cabin/ office area)? Please indicate your answer in number
of months/ years.

60. In a typical week, how many hours do you spend in your personal workspace?
Please indicate your answer in number of hours/week.

61. Which of the following best describes your personal workspace?
o Enclosed office, private
o Enclosed office, shared with other people
o Cubicles with high partitions (about five or more feet high)
o Cubicles with low partitions (lower than five feet high)
o Workspace in open office with no partitions (just desks)
o Other, please specify
62. What is your gender?

271

63. Please indicate your age in number of years below.

64. How would you describe the work you do? Please select all options that apply to
you.
o Administrative
o Staff
o Technical
o Professional/ Faculty
o Other, please specify
65. Please list at least five activities that may be part of your role and responsibility. For
example, frequent movement within different areas and levels of the building,
numerous telephone conversations, and long hours of reading).

Section 4: Post Occupancy Evaluation Survey Evaluation
1. How satisfied are you with the format of the survey?
Very satisfied

Very dissatisfied

2. How satisfied are you with the appropriateness of the questions?
Very dissatisfied

Very satisfied

3. Please comment on the balance of open ended to closed response questions.
o Need more open-ended
o Need fewer open-ended
o Just right for me
4. In the future, which method of interaction would you prefer for this kind of
study?
o Paper-based (similar to this one)
o Web-based
o Interviews
o Any other? Please specify_____________

272

5. Would you prefer if these questions were being asked in a focus group
containing persons from adjacent workspaces instead of this survey?
o Yes
o No
o May be
o Do not know
o Not applicable
6. Would you prefer if these questions were being asked in an interview setting
instead of this survey?
o Yes
o No
o May be
o Do not know
o Not applicable
7. In your opinion, to what extent did the survey cover aspects that you would like
to comment upon about your office?
o To great extent
o To some extent
o To little extent
o Not at all
8. To what extent do you think that right questions are being asked of building
occupants?
o To great extent
o To some extent
o To little extent
o Not at all
9. If ‘To a little extent/not at all’, what questions should be asked?

10. To what extent do you think that the survey allows you to effectively indicate
your satisfaction with the design of your workspace?
o To great extent
o To some extent
o To little extent
o Not at all

273

11. Please mention any aspects that may not have been included for evaluation of
your satisfaction but which may be representative of performance of your
workspace function and environment in your opinion.

12. Please list by number any questions that you find unclear, confusing, and
unnecessary. Please explain why.

We request you to go back to the start of the survey and enter the ‘end time’ of the survey
before sending this.
Thank you for your participation in this survey!

274

APPENDIX C
SAMPLE POST OCCUPANCY EVALUATION QUESTIONNAIRES
C1: CBE Sample POE Questionnaire
C2: AUDE Sample POE Questionnaire
C3: CSBR Sample POE Questionnaire

275

C1: CBE Sample POE Questionnaire

276

Occupant Indoor Environmental Quality (IEQ) SurveyTM
How many years have you worked in this building?
Less than 1 year
1-2 years
3-5 years
More than 5 years
How long have you been working at your present workspace?
Less than 3 months
4-6 months
7-12 months
More than 1 year
In a typical week, how many hours do you spend in your workspace?
10 or less
11-30
More than 30
How would you describe the work you do? (check all that apply)
Administrative support
Technical
Professional
Managerial/supervisory
Other:
What is your age?
30 or under
31-50
Over 50
What is your gender?
Female
Male

277

Which of the following best describes your personal workspace?
Enclosed office, private
Enclosed office, shared with other people
Cubicles with high partitions (about five or more feet high)
Cubicles with low partitions (lower than five feet high)
Workspace in open office with no partitions (just desks)
Other:

Office Layout
How satisfied are you with the amount of space available for individual
work and storage?
Very Satisfied

Very Dissatisfied

How satisfied are you with the level of visual privacy?
Very Satisfied

Very Dissatisfied

How satisfied are you with ease of interaction with co-workers?
Very Satisfied

Very Dissatisfied

Overall, does the office layout enhance or interfere with your ability to get
your job done?
Enhances

Interferes

Please describe any other issues related to the office layout that are
important to you.
Office Furnishings
How satisfied are you with the comfort of your office furnishings (chair,
desk, computer, equipment, etc.)?
Very Satisfied

Very Dissatisfied

How satisfied are you with your ability to adjust your furniture to meet your
needs?
Very Satisfied

Very Dissatisfied

278

How satisfied are you with the colors and textures of flooring, furniture and
surface finishes?
Very Satisfied

Very Dissatisfied

Do your office furnishings enhance or interfere with your ability to get your
job done?
Enhances

Interferes

Please describe any other issues related to office furnishings that are
important to you.
Thermal Comfort
Which of the following do you personally adjust or control in your
workspace? (check all that apply)
Window blinds or shades
Operable window
Thermostat
Portable heater
Permanent heater
Room air-conditioning unit
Portable fan
Ceiling fan
Adjustable air vent in wall or ceiling
Adjustable floor air vent (diffuser)
Door to interior space
Door to exterior space
None of the above
Other:
How satisfied are you with the temperature in your workspace?
Very Satisfied

Very Dissatisfied

Overall, does your thermal comfort in your workspace enhance or interfere
with your ability to get your job done?
Enhances

Interferes

279

Air Quality
How satisfied are you with the air quality in your workspace (i.e. stuffy/stale
air, cleanliness, odors)?
Very Satisfied

Very Dissatisfied

Overall, does the air quality in your workspace enhance or interfere with
your ability to get your job done?
Enhances

Interferes

Lighting
Which of the following controls do you have over the lighting in your
workspace? (check all that apply)
Light switch
Light dimmer
Window blinds or shades
Desk (task) light
None of the above
Other:
How satisfied are you with the amount of light in your workspace?
Very Satisfied

Very Dissatisfied

How satisfied are you with the visual comfort of the lighting (e.g., glare,
reflections, contrast)?
Very Satisfied

Very Dissatisfied

Overall, does the lighting quality enhance or interfere with your ability to
get your job done?
Enhances

Interferes

Acoustic Quality
How satisfied are you with the noise level in your workspace?
Very Satisfied

Very Dissatisfied

280

How satisfied are you with the sound privacy in your workspace (ability to
have conversations without your neighbors overhearing and vice versa)?
Very Satisfied

Very Dissatisfied

Overall, does the acoustic quality in your workspace enhance or interfere
with your ability to get your job done?
Enhances

Interferes

Cleanliness and Maintenance
How satisfied are you with general cleanliness of the overall building?
Very Satisfied

Very Dissatisfied

How satisfied are you with cleaning service provided for your workspace?
Very Satisfied

Very Dissatisfied

How satisfied are you with general maintenance of the building?
Very Satisfied

Very Dissatisfied

Does the cleanliness and maintenance of this building enhance or interfere
with your ability to get your job done?
Enhances

Interferes

Building Features
Considering energy use, how efficiently is this building performing in your
opinion?
Very energy
efficient

Not at all energy
efficient

Comments:
Please note that the list provided here is for demo purposes only, a
maximum of four building features will be included on this page as part of a
standard survey. For each of the building features listed below, please

281

indicate how satisfied you are with the effectiveness of that feature: Floor
air vents
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:
Thermostats
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:
Light switches
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:
Automatic daylight controls
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:
Occupancy sensors for lighting
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:
Window blinds
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:

282

Roller shades
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:
Exterior shades
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:
Low flow faucets
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:
Private meeting rooms
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:
Security system
Very Satisfied

Very Dissatisfied

I have no experience with it
Comments:
How well informed do you feel about using the above mentioned features in
this building?
Very well informed

Not well informed

Please describe any other issues related to the design and operation of the
above mentioned features that are important to you.

283

General Comments
All things considered, how satisfied are you with your personal
workspace?
Very Satisfied

Very Dissatisfied

Please estimate how your productivity is increased or decreased by the
environmental conditions in this building (e.g. thermal, lighting, acoustics,
cleanliness):
Increased

20% 10% 5% 0%

5% 10% 20%

Decreased

How satisfied are you with the building overall?
Very Satisfied

Very Dissatisfied

Any additional comments or recommendations about your personal
workspace or building overall?

Thank you for participating in this Survey!

284

C2: Template 6 in the Guide to Post Occupancy EvaluationSample Occupant Survey Questionnaire

285

Sample Occupant survey Questionnaire
This questionnaire is about occupant reaction to their environment. This is a
basic questionnaire which can be used to explore user reactions to a building or
part of building. The General section is about the respondent, the Location
section is about responses to building or campus in general and reveals insights
about the respondent’ s wellbeing. The Final section about specific locations and
should be copied for each location that the review is to cover.
However, many situations will have unique characteristics and these will need to
be added. There is merit in keeping the core of your questionnaire the same with
project specific attributes being added in another section. This is so that it can be
used across an estate in different buildings comparisons can be made.
Occupancy Questionnaire
Institution:
Building address:
Date:

Time:

Focus of review (if part of a building):

Introduction
We are conducting an evaluation of your building to assess how well it performs
for those who occupy it. This information will be used to assess areas that need
improvement, provide feedback for similar buildings and projects and to help us
better manage the environment. Responses are anonymous. Please answer all
the relevant questions.
General
1. Gender
Male
Female
(Please tick)
2. Occupation (Please tick most relevant or state in ‘other’)
Administrative staff
Researcher
Lecturer
Student
Other: ………..
Full-time
Part time

286

3. Time in building
a. How long do you spend in the building during the day?
(Please tick)
Hours
>1
1-2
3-4
5-6
7-8
>8
4. Hours at VDU
a. How long do you spend working at a computer (average hours per day)
(Please tick)
Hours
>1
1-2
3-4
5-6
7-8
>8

Location in building
5. Location
In an average week how much time do you spend in the following types of
space? (if you are a student assume during term time)
a: Office (Please tick)
Hours
>35

0-5

6-10

11-15

16-20

21-25

26-30

31-35

16-20

21-25

26-30

31-35

11-15

16-20

21-25

26-30

31-35

11-15

16-20

21-25

26-30

31-35

11-15

16-20

21-25

26-30

31-35

11-15

16-20

21-25

26-30

31-35

b: Lecture room (Please tick)
Hours
>35

0-5

6-10

11-15

c: Laboratory (Please tick)
Hours
>35

0-5

6-10

d: Library (Please tick)
Hours
>35

0-5

6-10

e: Café (Please tick)
Hours
>35

0-5

6-10

f: Other (Please state)
Hours
>35

0-5

6-10

287

5. Please rate the overall quality of the following areas:
(Please tick)
a: Office
Poor

1

b: Lecture room
Poor 1
c: Laboratory
Poor 1

2

3

4

5

6

7

Excellent

2

3

4

5

6

7

Excellent

2

3

4

5

6

7

Excellent

d: Library
Poor

1

2

3

4

5

6

7

Excellent

e: Café
Poor

1

2

3

4

5

6

7

Excellent

f: Other (Please state):
Poor 1 2 3

4

5

6

7

Excellent

Building Generally
6. Security
a. Personal safety: How safe do you feel in the building?
(Please tick)
Unsafe 1 2 3 4 5 6 7 Very safe
b. What aspects of the environment contribute to feeling safe?
i). Visibility of security personnel (Please tick)
Not significant
1 2 3 4 5 6 7
Very significant
ii). Access control to the building
Not significant
1 2 3

4

5

6

7

Very significant

iii). Security zoning (access controls to parts of building)
Not significant
1 2 3 4 5 6 7
Very significant
iv).Lighting
Not significant

1

2

3

4

5

6

7

Very significant

v) Spatial configuration (i.e. relatively large uncluttered spaces)
Not significant
1 2 3 4 5 6 7
Very significant

288

7. Accessibility (can you get into it, can you get around the building /
campus easily)
a). How accessible is the building from the street i.e. to the reception
door?
(Please tick)
Not accessible 1 2 3 4 5 6 7 Very accessible
b). How easy is vertical circulation?
Very difficult
1 2 3 4

5

6

7

Very easy

c). How easy is horizontal circulation?
Very difficult
1 2 3 4

5

6

7

Very easy

8. Cleanliness
How clean is the building?
(Please tick)
Dirty 1 2 3 4

5

6

7

Clean

Location specific
9. Air quality
(Please tick)
a). Does the quality of the air in this part of the building have a negative effect on
your work performance?
Not significant
1 2 3 4 5 6 7
Very significant
b). Is the air fresh or stale?
Stale
1

2

3

4

5

6

7

Fresh

c) Is the air humid or dry?
Too humid
1

2

3

4

5

6

7

Too dry

d) Is there air movement?
Still
1

2

3

4

5

6

7

Good circulation

e) Do you have control over ventilation?
No control
1
2 3 4

5

6

7

Full control

10. Temperature
(Please tick)

289

a). Does the temperature in this part of the building have a negative effect on
your work performance?
Not significant 1 2 3 4 5 6 7 Very significant
b) Is the temperature in winter too cold or too hot?
Too cold 1 2 3 4 5 6 7 Too hot
c) Is the temperature during the summer too cold or too hot?
Too cold 1 2 3 4 5 6 7 Too hot

11. Noise
a). Does the distraction from noise in this part of the building have a negative
effect on your work performance?
(Please tick)
Not significant
1 2 3 4 5 6 7
Very significant
b) Is there significant distraction from noise outside the space?
Not significant
1 2 3 4 5 6 7
Very significant
c) Is there significant distraction from background noise?
Not significant
1 2 3 4 5 6 7
Very significant

12. Light
a). Does the quality of light in this part of the building have a negative effect on
your work performance?
(Please tick)
Not significant
1 2 3 4 5 6 7
Very significant
b) Is there too much or too little natural light?
Too little
1
2 3 4 5

6

7

Too much

c) Is the sun/natural light too bright?
Not bright
1
2 3

6

7

Too bright

4

5

d) Is the level of artificial light too high or low? (Please tick)
Too low
1
2 3 4 5
6 7
Too high
e) Is the artificial light to bright?
Not bright
1
2

3

4

5

6

7

Too bright

f) Are the blinds/shutters effective in blocking out natural light?
Not effective
1
2 3 4 5
6 7
Very effective

290

g) Do you have control over artificial lighting?
No control
1
2 3 4 5

6

7

Full control

13. IT / Data projection
Is the electronic data projection equipment effective?
Does not work well
1 2 3 4 5 6

7

Works well

14. Comments
If you have any additional comments that you would like to make about any
aspect of your work environment. Please note them here. If relevant to a
particular question please give the question number.

291

C3: Sample POE Questionnaire
Center for Sustainable Building Research, College of Architecture and Landscape
Architecture, University of Minnesota

292

Solid Waste Management Coordinating Board
Post Occupancy Evaluation: Carver County Public Works Facility
Occupant Survey Form

(1) What is your primary workspace?
For the following questions please circle a number from 1-7 that best reflects
your response to the question.
(2) How healthy do you feel after completing your work in the building each day?
Very unhealthy 1 2 3 4 5 6 7 Very healthy
(3) How healthy do you feel when you are not in the building?
Very unhealthy 1 2 3 4 5 6 7 Very healthy
(4) To what extent do you think your productive work is affected by the interior
environmental conditions of the building?
Greatly decreased 1 2 3 4 5 6 7 Greatly increased
No effect
(5) How satisfied are you with the quality of sound environment in your
workspace? This includes sounds like echoes, equipment, HVAC, foot traffic,
furniture movement, etc.?
Very dissatisfied 1 2 3 4 5 6 7 Very satisfied
(6) Do you notice vibration (e.g., from mechanical systems) in the building?
(Please check one.) _____ Yes _____ No
If you checked “Yes”, go to Question 7. If you checked “No”, go to Question 8.
(7) If you notice vibration (e.g., from mechanical systems) in the building how
annoying is it?
Not at all annoying 1 2 3 4 5 6 7 Highly annoying
(8) How satisfied are you with your workspace furnishings?
Very dissatisfied 1 2 3 4 5 6 7 Very satisfied
(9) What kind of view of the outdoors do you have when you are seated in your
workspace?
No view 1 2 3 4 5 6 7 Panoramic view
Very slight Expansive

293

(10) Do you have an operable window in your workspace?
(Please check one.) _____ Yes _____ No
(11) To what extent are you satisfied with the overall lighting in your workspace?
Very dissatisfied 1 2 3 4 5 6 7 Very satisfied
(12) How much natural light do you have in your workspace?
None 1 2 3 4 5 6 7 Almost like the outdoors
(13) How much glare do you experience in your workspace?
No glare 1 2 3 4 5 6 7 Very noticeable glare
(14) How satisfied are you with the temperature in your workspace during the
heating season (winter months)?
Very dissatisfied 1 2 3 4 5 6 7 Very satisfied
(15) How satisfied are you with the temperature in your workspace during the
cooling season (summer months)?
Very dissatisfied 1 2 3 4 5 6 7 Very satisfied
(16) How satisfied are you with the air quality in your workspace during the
heating season (winter months)?
Very dissatisfied 1 2 3 4 5 6 7 Very satisfied
(17) How satisfied are you with air quality in your workspace during the cooling
season (summer months)?
Very dissatisfied 1 2 3 4 5 6 7 Very satisfied
(18) How satisfied are you with the ventilation system in your workspace?
Very dissatisfied 1 2 3 4 5 6 7 Very satisfied
(19) Do you have any additional comments on building performance? Do you
have any suggestions for how the building and/or landscape could be improved?
If so, please explain them and rank the improvements in order of importance to
you.

294

BIBLIOGRAPHY

295

BIBLIOGRAPHY

Ang G., Wyatt D., and Hermans M. (2001). A Systematic Approach Define Client
Expections of Total Building Performance During the Pre-design Stage. CIB World
Building Congress, ellington, New Zealand. Paper CLI 26.

AUDE and HEDQF (Association of University Directors of Estates and Higher
Education Design Quality Forum). (2006). A Guide for Post Occupancy Evaluation.
University of Westminster. (http://www.aude.ac.uk/home) as viewed in December 2008

Baird G., Gray J., Isaacs N., Kernohan D., and McIndoe G. (1996). Building Evaluation
Teachniques. New York: McGraw Hill.

Bechtel R., Marans R.W. and Michelson W. (1987). Methods in Environmental and
Behavioral Research. Van Nostrand Reinhold, New York, NY.

Bechtel, R., and Srivastava, R. (1978). Post-Occupancy Evaluation of Housing, US
Department of Housing and Urban Development, Washington, D.C., USA.

Bordass, W., Leaman, A. (2005), "Making feedback and post-occupancy evaluation
routine 3: case studies of the use of techniques in the feedback portfolio", Building
Research and Information, Vol. 33 No.4, pp.361-75.

Bordass, B. 2003, ‘Learning more from our buildings or just forgetting less?’, in
Building Research and Information, vol.31, issue 5, pp. 406-411

Bottom C., McGreal S. and Heaney G. (1997). Evaluating office environments using
tenant organization perceptions. Facilities, Vol. 15(7/8), pp.195-203

Brager G. S. and R.J.de Dear. (1998). A Standard for Natural Ventilation. ASHRAE
Journal.

Brager G. S. and R.J.de Dear. (1998). Thermal Adaptation in the built environment: a
literature review. Energy and buildings, Vol. 27(1), pp. 83-96

296

Brill M., Margulis S.T., Konar E. (1984). Using office design to increase productivity.
Buffalo, N.Y. Workplace Design and Productivity, Inc.

Brooks S. Turpin and Viccars G. (2006). The development of robust methods of post
occupancy evaluation. Facilities 24(5/6): 177-196

CABE (Commission for Architecture and the Built Environment). (2005). Design with
distinction: the value of good buildings design in higher education.
(www.cabe.org.uk) as viewed in August 2009

Capital projects: post-occupancy evaluation guidance. November 2007.

Carthey Jane. 2006. Post occupancy evaluation: development of a standard methodology
for Australian health projects. The international journal of construction management,
2006, 57-74

Chiang Che-Ming and Lai Chi-ming. 2002. A Study on the Comprehensive Indicator of
Indoor Environment Assessment for Occupants’ Health in Taiwan. Building and
Environment 37 387-392

Citherlet S. and Hand J. 2002. Assessing Energy, Lighting, Room Acoustics, Occupant
Comfort and environmental impacts performance of building with a single simulation
program. Building and Environment 37 845-856.

Collins Belinda L., Will Fisher, Gillette Gary, and Robert W. Marans. 1990. Journal of
the Illimminating Engineering Society. 21-25

Duffy, F. (2000), "Design and facilities management in a time of change", Facilities, Vol.
18 No.10-12, pp.371-5.

Evans GaryW. and Johnson D. (2000). Stress and Open-Office Noise, Journal of Applied
Psychology, Vol 85, 5, 779-783.

Farrenkopf Toni and Roth Vicki. 1980. The university faculty office as an environment.
Environment and Behavior 12(4):467-477

297

Fleming David. 2005. The application of a behavioral approach to building evaluation.
Facilities, Vol. 23(9/10), pp. 393-415

Friedman A., Zimring C., and Zube C. (1978). Environmental Design Evaluation,
Plenum, New York, NY.

Garris Leah B.. 2003. Playing: solving the space planning puzzle. Buildings 97(10): 56
Green S.D. and Moss G.W. (1998). Value management and post-occupancy evaluation:
closing the loop. Facilities, Vol. 16(1/2), pp. 34–39

Gonzalez Maria Soledad Rodriguez, Fernandez Constantino Arce and Cameselle Jose
Manuel Sabucedo. 1997. Empirical validation of a model of user satisfaction with
buildings and their environments as workplaces. Journal of Environmental Psychology
17:69-74.

Gossauer Elke and Wagner Andreas. 2007. Post-occupancy Evaluation and Thermal
Comfort: State-of-the-art and New Approaches. Volume 1: 151-175
Gutman R.and Westergaard B. (1 974). Building evaluation, user satisfaction and design.
In J. Langet al. (eds.) Designing for Human Behavior. Stroudsburg, PA: Dowden,
Hutchinson & Ross.

Hassanain Mohammad A. and Mudhei Ali A.. 2006. Post-occupancy evaluation of
academic and research library. Structural Survey. Emerald Group Publishing Ltd.
24(3):230-239

Hitchcock Robert J. Piette Mary Ann, and Stephen E. Selkowitz. 1998. Documenting
Performance Metrics in a Building Life-cycle Information System. Green Building
Challenge ’98 conference. 26-28
Horgen, T.H., Joroff, M.L., Porter, W.L., and Schon, D.A. 1999. Excellence by Design:
Transforming Workplace and Work Practice. New York: Wiley.

Horgen Turid, Frewald Dori, Smith Bonne, Vischer Jacqueline. 1996. Post occupancy
evaluation of facilities: a participatory approach to programming and design. Facilities 14
(7/8):16-25
http://www.aude.ac.uk/home
http://www.capital.dhs.vic.gov.au/capdev/ThePOEStudy/
As viewed in April 2008
298

Huizenga C., Zagreus L., Arens E., and Lehrer D. Measuring indoor environment quality:
a web-based occupant satisfaction survey. Center for the Built Environment.
Huizenga C., Zagreus L., Arens E., and Lehrer D. Occupant Satisfaction with Indoor
Environment Quality in Green Buildings. Center for the Built Environment. Proceedings
of Healthy buildings 2006, Lisbon. Vol. III, pp. 365-370.

Jensen K.L., Arens E. and Zagreus L.. 2005. Acoustical quality in office workstations, as
assessed by occupant surveys. Proceedings: Indoor Air 2005

Kantrowitz Min and Nordhaus Richard. 1980. The impact of post occupancy evaluation
research: a case study. Environment and Behavior 12(4):508-519

Keys Christopher and Wener Richard. 1980. Organizational intervention issues: a four
phase approach to post occupancy evaluation. Environment and Behavior 12(4)533-540

Kincaid David G. 1994. Measuring performance in facility management. Facilities
12(6):17-20

Kooymans R. and Haylock P. (2005). Post occupancy evaluation and work place
productivity. Pre-published version.

Leaman, A. (2003) Post-occupancy Evaluation, Prepared for Gaia Research CPD
Seminars on Sustainable Construction, January.

Leaman, A. and Bordass, B. (1993) Building design, complexity and manageability,
Facilities, 11.

Leaman, A., Bordass, W., Cohen, R. and Standeven, M. (1997) The Probe Occupant
Surveys, Buildings in Use’97: How Buildings Really Work, London, Commonwealth
Institute.

Learning from Our Buildings: A State-of-the-Practice Summary of Post-occupancy
Evaluation. 2002. Federal Facilities Council Technical Report No. 145, Washington,
D.C.

299

Lee Y.S. (2007). The relationship between indoor environmental quality and worker
satisfaction and performance in Leadership in Energy and Environmental Design (L
EEDRTM) certified buildings. Ph.D. Dissertation. University of Minnesota.
Levermore G. J. and Leventis M. (1997) Occupant feedback using a questionnaire rating
liking and importance of up to 24 factors. In Clima 2000 Conference, Brussels,
September.

Marans, R. (1984). “Evaluation Research in Architecture”. Snyder, J. (ed.) Architectural
research, Van Nostrand Reinhold, New York, pp. 113-124.

Menzies G.F. and Wherrett J.R. 2004. Windows in the Workplace: Examining Issues of
Environmental Sustainability and Occupant Comfort in the Selection of Multi-glazed
Windows. Energy and Buildings 37 (2005): 623–630

Moezzi Mithra and Goins John. April 2010. Using Text Analysis to Listen to Building
Users. Proceedings of Conference: Adapting to Change: New Thinking on Comfort.
Cumberland Lodge, Windor, U.K.

Nicol, F. & Roaf, S. 2005, ‘Post-occupancy evaluation and field studies of thermal
comfort’, in Building Research and Information, vol.33, issue 4, pp.338-346

Olesen, B.W., Brager, G.S. (2004), A Better Way to Predict Comfort: The New
ASHRAE Standard 55-2004, ASHRAE Journal, August 2004 p20-26.

Peretti Clara, Schiavon Stefano, Goins John, Arens Edward A., and De Carli Michele.
January 2010. Evaluation of Indoor Environment Quality with a Web-based Occupant
Satisfaction Survey: A Case Study in Northern Italy. Center for the Built Environment
(CBE), University of California, Berkeley.

Pfafferott J.U., Herkel S., Kalz D.E. and Andreas Z. (2007). Comparison of low-energy
office buildings in summer using different thermal comfort criteria. Energy and Buildings
39 (2007) 750-757

CSBR (Center for Sustainable Building Research). 2004. University of Minnesota. Post
Occupancy Evaluation of Carver County Public Works Facility. Prepared for the Solid
Waste Management Coordinating Board by the CSBR.

300

Preiser W.F.E. and Nascar J.L. (2008). Assessing building performance: its evolution
from post occupancy evaluation. Archnet-IJAR, Vol. 2(1), pp. 84-99

Preiser W.F.E. (2002). Continuous quality improvement through post occupancy
evaluation feedback. Journal of Corporate Real Estate, Vol. 5(1), pp. 42-56

Preiser W.F.E., and Schramm U. (2001). Intelligent office building performance
evaluation in the cross-cultural context: A methodological outline. Intelligent Building I
(1).

Preiser, W.F.E. (1999). Post-occupancy evaluation: Conceptual basis, benefits and uses.
In: Stein, J.M., and Spreckelmeyer, K.F. (Eds.) Classical Readings in Architecture. New
York: McGraw-Hill.

Preiser, W.F.E., and Schramm, U. (1997). Building performance evaluation. In: Watson,
D., et al. (Eds.) Time-Saver Standards: Architectural Design Data. New York: McGrawHill.
Preiser W.F.E. (1995). Post-occupancy evaluation: how to make buildings work better.
Facilities, Vol.13(11), pp.19-28

Preiser, W.F.E., Rabinowitz, H.Z., and White, E.T. (1988). Post-Occupancy Evaluation.
New York: Van Nostrand Reinhold.

Preiser, W.F.E. (1983). The habitability framework: A conceptual approach toward
linking human behavior and physical environment. Design Studies 4(2).

R.I.B.A. (Royal Institute of British Architects). (1991). A Research Report for the
Architectural Profession. Architectural knowledge: the idea of a profession, E & FN
Spon, London.

Royal children’s hospital post occupancy evaluation. (2001). Report by Queensland
Health & Royal Children’s Hospital Health District.

Salter C., Powell K., Begault D. and Alavarado R. (2003). Case studies of a method for
predicting speech privacy in the contemporary workplace, Center For The Built
Environment, UC Berkeley.

301

Schakib-Ekbatan Karin, Wagner Andreas, and Lussac Cedrine. April 2010. Occupant
Satisfaction as an Indicator for the Socio-cultural Dimension of Sustainable Office
Buildings- Development of an Overall Building Index. Cumberland Lodge, Windor, U.K.

Schneekloth L.H. and Shibley R.G. (1995). Placemaking: The art and practise of building
communities. New York: Wiley

Shibley, R. (1982). Building evaluations services. Progressive Architecture 63(12): 6467.

Sundstrom E., Town JP., Rice RW., Osborn DP. and Brill M. (1994) Office noise,
satisfaction and performance, Environment and Behavior, Vol 26, No. 2, 195-222.

Tarricone P. (1999). The power of POE. Facilities Design and Management, pp. 52-54

Van der Voordt, T.J.M 2004, ‘Productivity and employee satisfaction in flexible
workplaces’, Journal of Corporate Real Estate Vol. 6, No. 2, pp. 133-148

Vischer, J. (2001). “Post-Occupancy Evaluation: A Multifaceted Tool for Building
Improvement”, Learning from our buildings: a state-of-the-practice summary of postoccupancy evaluation, Washington DC, National Academy Press, 23-34.
Watson Christopher G. 1996. Evolving design for changing values and ways of life. A
paper for IAPS 14 Conference in Stockholm on July 30 1996.

Way M. and Bordass B. 2005. Soft Landings: a fresh scope that ensures users and clients
get the best out of a new building. Journal of Facilities Management 4(1):23-39

Web-based survey to measure occupant satisfaction with building indoor environment
quality (thermal comfort, lighting, acoustics, air quality), building quality and features.
Center for built environment. As viewed in March 2008.

Zagreus L., Huizenga C., Arens E., and Lehrer D. (2004). Listening to the occupants: a
Web-based indoor environmental quality survey. Indoor Air. Vol. 14(8), pp. 65–74

Zimmerman, A., and Martin, M. (2001). “Post-Occupancy Evaluation: Benefits and
Barriers”, Building Research & Information, 29(2), 168.
302

Zimring, C. and Rosenheck, T. (2001) Post occupancy evaluations and organizational
learning, In: Federal Facilities Council, Technical Report 145: Learning From our
Buildings: a State-of-the-Practice Summary of Post-occupancy Evaluation. Washington.
National Academy Press, pp. 42–53.

Zimring C. and Reizenstein J.E. (1980). Post occupancy evaluation: an overview.
Environment and Behavior, Vol. 12(4), pp. 429-450

303