Qualitative and quantitative approaches were utilised, including in-depth interviews, focus groups and online surveys. Research participants included:
1. Strategic level decision-making tenants (e.g. CEOs, CFOs, CIOs, CMDs and MDs);
2. Investors (including investors currently managing multi-million dollar investment funds);
3. Property consultants;
4. Internal staff (e.g. mix of organisational level, customer-facing and non-customer facing);
5. Operational level tenants (e.g. Office Managers, Receptionists, IT Managers).
A decision-making model that highlighted what areas of the building and its management was most important to decision makers was provided to the client. Furthermore, a model highlighting drivers of retention (i.e. resigning of lease) was provided, in order to inform areas of operational priority.