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Tenant Satisfaction Report 2015 Prepared for: Perth Market Authority June 2015

Prepared by: Ipsos

Sally Braidwood

Tammy Tran

Hayley Gregson

Executive Summary

2

• The overall performance of PMA has improved for the third year in a row with four in five tenants providing a rating of ’good/very good/excellent’.

• PMA’s performance is strongest in the area of Operation and Facility Management (83%) followed by Finance and Property Management (80%), and Strategic Management (70%).

• Tenants’ lease renewal intentions are strong and very consistent with 2013/14; four in five are ‘likely’ or ‘very likely’ to renew.

• We can see an upward trend in the proportion of tenants who are ‘likely’ or ‘very likely’ to recommend Market City with two in three tenants now likely to recommend.

• Nearly three in five tenants feel PMA is responsive to business needs for more space, an improvement from 2013/14 when just 44% agreed.

• Compared to 2013/14, we can see a significant improvement in the number of tenants who would consider expanding in the future; currently one in two will consider.

Executive Summary

3

• After recording a significant dip in 2013/14, PMA’s performance in the area of Operation and Facility Management has recovered slightly (93% in 2012/13, 79% in 2013/14 and 83% in 2014/15). • Overall, seven in 10 tenants feel PMA’s performance has stayed the same in the

last 12 months.

• PMA’s Strategic Management performance has remained consistent over the last three waves however we can see an increase in ‘fair’ and ‘good’ ratings and a decrease in ‘very good’. • Four in five tenants feel PMA’s Strategic Management performance has remained

stable over the last year.

• PMA’s performance in relation to Finance and Property Management has been high for the last two years (81% and 80% ‘good’, ‘very good’ or ‘excellent’). • PMA’s performance in this area seems to have stabilised; in 2013/14 more than a

third of tenants felt PMA’s Finance and Property Management performance had improved and this year three in four believe it is performing at the same level.

Overall Performance

4 Q22. Keeping in mind all aspects of Finance & Property Management, Operation & Facility Management and Strategic Management, how would you rate the overall performance of Perth Market Authority in these areas?

72

80 85

82

66 68

77 80

28

20 15

18

34

28 23

20

0

10

20

30

40

50

60

70

80

90

2007/2008 2008/2009 2009/2010 2010/2011 2011/2012 2012/2013 2013/2014 2014/2015

% Good/Very good/Excellent % Fair/Poor

n=72 n=74 n=67 n=72 n=80 n=79 n=82 n=71

With steady improvement over the last four years, Market City’s performance has recovered from the dip experienced in 2011/12. If the current rate of improvement is maintained, we could see a return to the peak experienced in 2009/10.

Dashboard: Overall Performance

5

Finance & Property Management Overall (% Good/Very Good/Excellent)

Stable 71% 65% 79% 81% 80%

10/11 11/12 12/13 13/14 14/15 n=82 n=71 n=72 n=80 n=79

Overall performance (% Good/Very Good/Excellent)

Increasing trend 82% 66% 68% 77% 80%

Strategic Management Overall (% Good/Very Good/Excellent)

Operations & Facility Management Overall (% Good/Very Good/Excellent)

Stable

Stable

82%

79%

65%

77%

72%

93%

73%

79%

70%

83%

-1%

Change Ratio: 13/14

to 14/15

4%

-4%

5%

Dashboard: Overall Performance

6

Responsiveness to business needs for additional space (% Yes)

Would consider expanding in future (% Yes)

Renewal intentions (% Likely/Very Likely)

Improvement on 2013/14

Significant improvement

Stable

Advocacy (% Likely/Very Likely) Upward trend

10/11 11/12 12/13 13/14 14/15

58%

-

93%

55%

58%

84%

48%

49%

77%

44%

28%

79%

58%

48%

79%

69% 63% 51% 56% 66%

n=82 n=71 n=72 n=80 n=79

71%

32%

-

18%

Change Ratio: 13/14

to 14/15

Lease Renewal Intentions and Likelihood of Recommendation

7 Q23. Next time your lease with Market City comes up for renewal, how likely would you be to renew it?

Q25. And if a situation arose, how likely would you be to recommend other potential tenants to use Market City?

10

5

8

4

21

20

19

9

6

4

8

4

8

11

14

14

4

4

3

3

4

11

10

13

1

9

5

5

2

6

1

25

28

13

32

38

39

31

42

54

51

64

52

28

17

20

21

79%

79%

77%

84%

66%

56%

51%

63%

% Likely/ Very Likely

Very unlikely (1) Neither (3) Likely (4) Unlikely (2) Very likely (5) Don’t know

Lease Renewal

14/15 n=71

13/14 n=82

12/13 n=79

11/12 n=80

Recommendation

14/15 n=71

13/14 n=82

12/13 n=79

11/12 n=80

Consistent with last wave, the vast majority of tenants are likely to renew their lease with Market City but likelihood to recommend is not as strong.

Dashboard: Finance & Property Management Performance

8

Overall performance (% Good/Very Good/Excellent)

Performance improved in the last 12 months

Performance declined in the last 12 months

81%

37%

8%

80%

14%

4%

13/14 14/15

1% decrease

62% decrease

50% decrease

Central Trading Area: Overall performance (% Good/Very Good/Excellent)

Warehousing: Overall performance (% Good/Very Good/Excellent)

Commercial Centre: Overall performance (% Good/Very Good/Excellent)

86%

83%

58%

78%

80%

83%

9% decrease

4% decrease

43% increase

Performance stayed the same in the last 12 months 40% 75% 88% increase

n=82 n=71

Appropriate expenditure of variable outgoings (% Good/Very Good/Excellent)

65% 56% 14% decrease

Change Ratio: 13/14 to 14/15

Overall Performance of Finance & Property Management By Tenant Type

9 Q4. Keeping in mind all aspects of Finance & Property Management, how would you rate the overall performance of Perth Market Authority in this area?

(Don’t know not displayed on chart)

17

7

13

19

22

9

29

29

15

7

8

13

17

8

9

15

1

6

4

11

5

13

2

4

5

10

17

4

12

54

54

42

42

56

68

47

46

54

52

38

37

50

33

44

46

21

26

37

19

22

18

18

4

20

29

41

30

25

25

43

19

6

3

7

2

3

8

4

80%

81%

79%

64%

78%

86%

65%

50%

80%

83%

79%

70%

83%

58%

87%

69%

% Good/ Very Good/ Excellent

Overall

14/15 n=71

13/14 n=82

12/13 n=79

11/12 n=80

Central Trading Area

14/15 n=18

13/14 n=22

12/13 n=17

11/12 n=24

Warehousing

14/15 n=41

13/14 n=48

12/13 n=39

11/12 n=30

Commercial Centre

14/15 n=12

13/14 n=12

12/13 n=23

11/12 n=26

Poor (1) Good (3) Very good (4) Fair (2) Excellent (5)

After being the most negative last year, Commercial Centre tenants now provide the most positive ratings of PMA’s Finance and Property Management performance. Other tenants’ ratings have remained relatively consistent as have results at the overall level.

Finance & Property Management Performance Tracking

10 Q5. Compared to previous years, would you say that in the last 12 months, the overall performance of Perth Market Authority in terms of Finance & Property Management has: declined, stayed the same or improved?

4

8

24

21

4

24

38

5

12

33

17

8

9

12

75

40

43

49

89

55

41

33

71

33

38

56

67

41

52

54

14

37

25

16

11

32

29

21

15

38

21

10

17

42

30

19

7%

15%

8%

14%

-

9%

6%

8%

10%

17%

8%

17%

8%

17%

9%

15%

Don’t Know

Overall

14/15 n=71

13/14 n=82

12/13 n=79

11/12 n=80

Central Trading Area

14/15 n=18

13/14 n=22

12/13 n=17

11/12 n=24

Warehousing

14/15 n=41

13/14 n=48

12/13 n=39

11/12 n=30

Commercial Centre

14/15 n=12

13/14 n=12

12/13 n=23

11/12 n=26

Declined (1) Stayed the same (2) Improved (3)

Tenants across all segments reported Finance and Property Management improvements last year which have been consolidated this wave. Importantly, there are very few signs of PMA’s performance declining in this area.

Dashboard: Operation & Facility Management

11

83%

18%

7%

83%

88%

67%

76%

79%

33%

8%

77%

81%

75%

91%

Overall performance (% Good/Very Good/Excellent)

Performance improved in the last 12 months

Performance declined in the last 12 months

13/14 14/15

5% increase

45% decrease

12% increase

Central Trading Area: Overall performance (% Good/Very Good/Excellent)

Warehousing: Overall performance (% Good/Very Good/Excellent)

Commercial Centre: Overall performance (% Good/Very Good/Excellent)

8% increase

9% increase

11% decrease

Managing electricity supply to common area and tenancies (% Good/Very Good/Excellent)

16% decrease

70% 49% Performance stayed the same in the last 12 months 43% increase

n=82 n=71

65% 75% Managing cleaning and garbage (% Good/Very Good/Excellent) 13% decrease

66% 72% Arranging tenancy repairs (% Good/Very Good/Excellent) 8% decrease

Change Ratio: 13/14 to 14/15

Overall Performance of Operation & Facility Management By Tenant Type

12 Q8. Keeping in mind all aspects of Operation & Facility Management, how would you rate the overall performance of Perth Market Authority in this area?

(Don’t know not displayed on chart)

15

13

6

19

17

18

18

25

10

11

13

33

17

9

19

1

4

1

4

5

2

2

3

7

8

4

54

43

52

49

44

45

47

54

59

44

54

40

50

33

52

58

27

34

36

24

39

32

29

21

24

33

38

33

17

42

35

15

3

2

5

4

6

5

4

5

7

4

4

83%

79%

93%

77%

83%

77%

82%

75%

88%

81%

97%

80%

67%

75%

91%

77%

% Good/ Very Good/ Excellent

Overall

14/15 n=71

13/14 n=82

12/13 n=79

11/12 n=80

Central Trading Area

14/15 n=18

13/14 n=22

12/13 n=17

11/12 n=24

Warehousing

14/15 n=41

13/14 n=48

12/13 n=39

11/12 n=30

Commercial Centre

14/15 n=12

13/14 n=12

12/13 n=23

11/12 n=26

Poor (1) Good (3) Very good (4) Fair (2) Excellent (5)

Tenants report a slight improvement in PMA’s Operation and Facility management at the overall level and this is also seen among all segments except Commercial Centre tenants.

Operation & Facility Management Performance Tracking

13 Q9. Compared to previous years, would you say that in the last 12 months, the overall performance of Perth Market Authority in terms of Operation & Facility Management has declined, stayed the same or improved?

7

8

16

13

6

14

30

17

2

8

15

13

25

9

8

70

49

47

46

83

50

29

54

73

48

56

47

42

50

43

38

18

33

33

31

11

27

41

25

20

31

26

33

25

50

39

35

4%

10%

4%

10%

-

9%

-

4%

5%

13%

3%

7%

8%

-

9%

19%

Don’t Know

Overall

14/15 n=71

13/14 n=82

12/13 n=79

11/12 n=80

Central Trading Area

14/15 n=18

13/14 n=22

12/13 n=17

11/12 n=24

Warehousing

14/15 n=41

13/14 n=48

12/13 n=39

11/12 n=30

Commercial Centre

14/15 n=12

13/14 n=12

12/13 n=23

11/12 n=26

Declined (1) Stayed the same (2) Improved (3)

PMA has consolidated on three years of perceived improvements around Operation and Facility Management with the majority of tenants feeling performance this year has stayed the same.

Dashboard: Strategic Management Performance

14

70%

13%

3%

67%

76%

58%

73%

28%

4%

77%

73%

67%

Overall performance (Good/Very Good/Excellent)

Performance improved in the last 12 months

Performance declined in the last 12 months

13/14 14/15

4% decrease

54% decrease

25% decrease

Central Trading Area: Overall performance (Good/Very Good/Excellent)

Warehousing: Overall performance (Good/Very Good/Excellent)

Commercial Centre: Overall performance (Good/Very Good/Excellent)

13% decrease

4% increase

13% decrease

80% 56% Performance stayed the same in the last 12 months 43% increase

n=82 n=71 Change Ratio: 13/14 to 14/15

Overall Performance of Strategic Management By Tenant Type

15 Q14. Keeping in mind all aspects of Strategic Management, how would you rate the overall performance of Perth Market Authority in this area?

(Don’t know not displayed on chart)

25

13

16

26

33

9

23

37

20

13

18

20

33

25

9

23

3

5

4

9

14

16

2

2

8

7

8

4

52

44

52

53

56

59

53

47

56

42

44

50

33

25

65

61

17

27

19

10

11

18

18

17

27

20

20

25

42

17

8

1

2

1

2

2

4

2

3

4

70%

73%

72%

65%

67%

77%

71%

47%

76%

73%

66%

73%

58%

67%

82%

73%

% Good/ Very Good/ Excellent

Overall

14/15 n=71

13/14 n=82

12/13 n=79

11/12 n=80

Central Trading Area

14/15 n=18

13/14 n=22

12/13 n=17

11/12 n=24

Warehousing

14/15 n=41

13/14 n=48

12/13 n=39

11/12 n=30

Commercial Centre

14/15 n=12

13/14 n=12

12/13 n=23

11/12 n=26

Poor (1) Good (3) Very good (4) Fair (2) Excellent (5)

At the overall level, we can see an increase in ‘fair’ and ‘good’ ratings and a decrease in ‘very good’ in relation to PMA’s strategic management. At the segment level, Central Trading Area and Commercial Centre tenants both rate PMA lower compared to last year.

Strategic Management Performance Tracking

16 Q15. Compared to previous years, would you say that in the last 12 months, the overall performance of Perth Market Authority in terms of Strategic Management has declined, stayed the same or improved?

3

4

14

8

6

4

12

12

4

21

3

8

4

8

80

56

59

61

83

64

59

75

85

54

51

60

58

50

74

50

13

28

18

22

11

27

29

8

10

25

18

30

25

42

9

27

4%

12%

9%

9%

-

5%

-

5%

5%

17%

10%

7%

8%

8%

13%

15%

Don’t Know

Overall

14/15 n=71

13/14 n=82

12/13 n=79

11/12 n=80

Central Trading Area

14/15 n=18

13/14 n=22

12/13 n=17

11/12 n=24

Warehousing

14/15 n=41

13/14 n=48

12/13 n=39

11/12 n=30

Commercial Centre

14/15 n=12

13/14 n=12

12/13 n=23

11/12 n=26

Declined (1) Stayed the same (2) Improved (3)

Overwhelmingly, tenants feel PMA has been consistent in its Strategic Management over the last 12 months.