Bunn, Roderic; Burman, Esfandiar; Nava, Sahar; (2024) Field-testing of a comments analysis methodology for occupant surveys of non-domestic buildings. In: Proceedings of CIBSE Technical Symposium 2024. Chartered Institution of Building Services Engineers (CIBSE): Cardiff, UK.

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Abstract

Occupant satisfaction surveys poll the comfort perceptions of occupants in nondomestic buildings. Publicly and commercially-available surveys combine wholeinteger response scales with free-text boxes that enable respondents to add comments to their scaled response. Building performance evaluators are faced with a challenge of how to analyse comments for their relative importance, and rank interventions to improve environmental conditions. This paper presents a field-test of a classification comments methodology designed to enable building managers to rank most important issues and to prioritise actions. Students were schooled in the methodology and their outputs analysed for commonality. Human assessments were similarly compared with analysis by an artificial intelligence program. The reliability of the comments analysis methodology is discussed, along with its limitations. Suggestions for further development are presented.

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