Tenant Survey ResultsDecember 2016

The overall aim of the tenant survey was to gauge the sentiment of Brisbane Markets tenants to:

• determine overall tenant satisfaction and tenant

experience with BML;

• obtain the views of tenants on various aspects of

BML’s organisational performance; and

• identify areas where BML can improve its

performance in meeting tenant expectations.

Approach

47% of tenants (76) completed the survey.

The survey was conducted electronically.

The survey took place between 4 – 15 November 2016.

Primary Wholesalers

Secondary Wholesalers

Flowers Market Wholesalers

Commercial Centre Tenants

How you rated BML’s

performance as your landlord

7.5%

13.4%

25.4%

37.3%

16.4%

Poor

Fair

Good

Very good

Excellent

79% of tenants rated BML’s performance as a landlord as good to excellent

Key Insights

Property and Site Maintenance

23% of tenants have undertaken alterations and additions in the last 18 months.

88% of tenants rated BML’s performance in managing alterations and additions as being good to excellent.

63% of tenants required maintenance and repairs to their tenancy in the last 18 months.

82% of tenants rated BML’s performance in managing maintenance and repairs as being good to excellent.

85% of tenants rated BML’s overall performance in managing maintenance around the whole site as being good to excellent.

Site Improvements

87% of tenants rated BML’s performance in redeveloping and upgrading the site as being good to excellent.

Building G2

CTA Roof

Service Station

Building M1

Recent projects include:

Feedback provided

While the majority of tenants were satisfied with BML’s performance

with respect to managing site maintenance, BML has taken on board

tenant feedback and will review its performance in relation to the

timely actioning of site maintenance requests and the follow up of

tenants in relation to maintenance issues. BML has also taken on

board tenant feedback with respect to site master planning and has

commenced a review of the site master plan which will be released for

tenant comment in late 2017.

Finance and Leases

89% of tenants rated BML’s performance in managing tenant accounts and financial statements as being good to excellent.

83% of tenants rated BML’s performance in managing lease and sub lease transactions as being good to excellent.

BML has noted comments with respect to the management of lease

transactions. BML manages lease and sub lease transactions so as to

meet a range of legal requirements. BML will however, review its

management of lease and sub lease transactions with a view to

streamlining administrative processes, where possible.

Feedback provided

Site Safety and Security

88% of tenants rated BML’s performance in disposing of common area waste and site cleanliness as being good to excellent.

88% of tenants rated BML’s performance in managing work health and safety as being good to excellent.

81% of tenants rated BML’s performance in access control and providing a secure site as being good to excellent.

88% of tenants rated BML’s performance in responding to security incidents as being good to excellent.

89% of tenants supported BML’s approach to risk management through the induction program, contractor management, compliance with insurance and WHS requirements.

Vehicles

Removing more cars from inside the site has been proposed to improve

site safety and traffic management. 55% of tenants who operate from

within the northern industrial precinct of the Markets support this

proposed safety initiative.

Yes

No

Cleanliness and Pest Control

0 5 10 15 20 25

The Central Trading Area

The Northern Warehouse Precinct

The Commercial Centres

The South Gate East Warehouse Precinct

Excellent Very Good Good Fair Poor

Pest Control

0 5 10 15 20 25 30 35

The Central Trading Area

The Northern Warehouse Precinct

The Commercial Centres

The South Gate East Warehouse Precinct

Excellent Very good Good Fair Poor

Cleanliness

Feedback provided

The feedback provided indicates that while the majority of tenants

were satisfied with site cleanliness and pest control, BML has noted

that there is room for improvement in ensuring cleaning programs do

give adequate levels of site coverage.

Tenants were very supportive of BML’s performance in managing work

health and safety and the majority of tenants were strongly supportive

of BML’s overall management of site safety and security at the Markets.

Communication and Sponsorship

88% of tenants rated BML’s communication as being good to excellent.

Tenants have indicated that their preferred method of communication is email, followed by SMS, telephone and face to face conversations.

Tenants have indicated that they are most likely to read Market Bulletins, Fresh News and Fresh Source Magazine.

57% of tenants said that BML’s contribution toward Market Price Reporting is important to very important.

LED notice board

Face to face

Telephone

Social media

Hard copy

SMS text message

Email

Preferred methods of communication

Communication and Sponsorship

Events and Industry

Markets BBQ

Forklift challenge

Mango auction

Gala dinner

Horticulture code of Conduct representation

Industry conferences - Fresh Connections and AusVeg

Memoranda of Understanding with Growersrepresentative organisation

Diabetes Queensland sponsorship

Life Education Queensland sponsorship

Your Local Fruit shop - retailer program

Markets Golf day

Event Support

Sponsorship Support

Other Feedback

Tenants provided BML with a number of comments with respect to services that

they would like to see implemented. This includes assessing the need for a

chemical waste facility and again seeking interest in an on site truck washing

facility. Additionally, general comments with regard to BML’s overall

performance were provided, with the overall themes as follows:

• Increased clarity with regard to electricity pricing and billing;

• A review of the upgrading opportunities for the Building A and Flower

Market precincts;

• A number of specific site improvement requests were identified (e.g.

common area lighting and pedestrian walkways); and

• A review of promotional opportunities for Commercial Centre tenants.

General Conclusions

Strong support was expressed for BML’s:

• proactive approach to maintenance;

• ongoing investment in improving and developing the Brisbane Markets site;

• role in risk management through use of induction programs, contractor

management and the ongoing focus on WHS and insurance compliance;

• communication processes and the use of emails as the preferred method of

communication;

• administrative systems (finance and property) with streamlining of

administrative processes, where possible; and

• use of integrated pest and waste management programs.

General Conclusions (cont’d)

Support was also expressed for:

• the ongoing investment in the production of the Daily Market Price Report;

and

• removal of more cars from inside the site.