Practical customer feedback guide
Give building occupants a simple way to rate shared services
ThumbsUp helps property managers, workplace-experience leaders and facilities teams collect an optional, touchless signal at a defined shared building amenity. Authorized managers can review the result by configured device, location and time context, then investigate the surrounding operation rather than treating a score as a diagnosis.
For Property managers, workplace-experience leaders and facilities teams.
Decision frame
Start with one physical service moment.
ThumbsUp helps an authorized team review a configured location and time signal. The setup still needs a site test for distance, lighting, reach, accessibility, privacy, and safe use.
Ask the question that matters to your team
Authorized managers can create or change the short question shown on assigned feedback devices. After Question Mode is enabled on those devices, customers answer the active question with a supported hand gesture—for example, “How good was the cleaning service?”—so each location can collect a signal about the service moment it wants to improve.
Measure the moment an occupant can actually describe
Occupants may notice a lift lobby, restroom, reception or shared amenity without knowing which vendor owns it. A labeled point keeps the question concrete and routes follow-up to the right team.
The useful boundary is the service moment immediately after leaving the amenity or shared service area. Keep the point visible and stationary, with enough space for an accessible pause and a clear alternative for anyone who cannot or does not want to use the gesture interaction.
- Ask accessibility and security stakeholders to walk the proposed route.
- Name the building, area and service question in the device configuration.
- Assign a property or facilities owner before launch.
Make the point visible without creating a queue
Place the device at an exit or transition where an occupant can pause without narrowing the corridor or exposing a private interaction.
Test the camera view, lighting, distance, route, power and connectivity in the actual environment. A short interaction is valuable only when the customer can understand the prompt without blocking a queue, doorway, vehicle route or private conversation.
- Avoid private offices, access-controlled doors and emergency egress.
- Provide a non-device feedback route for detailed issues.
Use patterns to prioritize building checks
A location and time pattern can help a property team decide which shared service deserves observation, especially when occupants rarely submit a formal complaint.
Illustrative example: signals fall near a shared kitchen during the afternoon, so facilities checks replenishment, cleaning rounds and nearby construction activity before changing the service plan. This example describes a review question, not a measured ThumbsUp outcome or proof of causation.
| Pattern to review | Evidence to check next | Avoid concluding |
|---|---|---|
| Afternoon dip at one amenity | Consumables, round timing and local activity | That one vendor or employee caused it |
| Different floors show different patterns | Wayfinding, layout, access and occupancy | That floors can be ranked without context |
| A short change after renovation | Route, signage and temporary closures | That renovation alone explains the signal |
Use occupant feedback as a service signal
The interaction does not identify an occupant, monitor a workplace or replace a safety, security, maintenance or complaint system. The building operator decides what evidence and follow-up are appropriate.
Use the signal alongside the records, observations, surveys and complaint routes already responsible for detailed follow-up. The local operator remains responsible for privacy, accessibility, safety, governance and the decision to deploy.
Make the facilities review repeatable
A practical facilities program gives the signal a named review cadence and a clear handoff. The account manager can bring a pattern to the weekly site review, while the local team checks the represented area and records what changed.
Keep the device label, service definition and evidence source visible in the review note. This lets a client distinguish a genuine change in occupant experience from a relocation, occupancy shift or contract-scope change.
- Record the site, area, period and owner with each review.
- Check the same physical point after an agreed change.
- Keep formal inspection and SLA evidence alongside the signal.
Questions operators ask
Give building occupants a simple way to rate shared services questions, answered clearly.
What is occupant feedback useful for in a managed building?
It gives a property or facilities team a subjective signal about a defined shared service moment, helping them choose which area or period to review with operational records.
Where can an occupant feedback device go?
Use a visible, stationary point at a shared amenity exit or other public transition, outside private areas and clear of accessible routes, queues and emergency egress.
Does occupant feedback measure cleanliness?
No. It captures a subjective experience signal. Inspections, supply checks, sensors, maintenance records and complaint channels remain separate evidence for diagnosing a facilities issue.
How should property managers follow up on a low occupant pattern?
Confirm the device and area mapping, check the time window and local changes, then ask the service owner to review the relevant rounds, work orders, access conditions or occupant reports.
Plan the right feedback point with ThumbsUp.
Bring the service journey, site constraints, and reporting questions. The contact form can help define what a responsible pilot should test before launch.
Book a facilities feedback demo