MatchOffice Switzerland

CLIENT
SURVEY
2019
MatchOffice
presents this
year’s client survey
Over a 1,000 clients from 23 countries
have participated in our survey. The
responses we have received provide
valuable industry insights from the clients’
point of view. Get all the data and analysis you
need, right here.

Table of
Contents
Introduction ....................................................................................................
3
Key Results ............................................................................................................ 4
1 : Have you ever used a serviced office? ....................................................... 5
2 : What sort of contract do you have? .............................................................. 6
3 : How many people from your firm are using your serviced office? ...... 7
4 : Do you plan to renew your contract? ............................................................. 8
5 : What length of contract did you sign? ........................................................... 9
6 : Which of your office’s facilities do you use? ........................................... 10
7 : Which services are the most important to you? ................................. 11
8 : What are the disadvantages of serviced offices? ............................ 12
9 : What made you choose a serviced office
over a traditional one? .................................................................... 13
10 : Why did you choose the serviced office
you currently use? ........................................................... 14
11 : What would increase the value
of your serviced office? .................................. 15
12 : How well does your serviced
office meet your expectations? .. 16
About MatchOffice .................. 17

Introduction
For the fifth consecutive year, we are proud to
present the MatchOffice Client Survey. Traditionally,
the questionnaire was conducted among clients of
European flexible workspaces to find out whether
or not they are satisfied with the workspace they
currently occupy, what they value the most, and
determine the latest tendencies of the market from
the client’s perspective.
In 2019, 1055 participants expressed their opinion
on how flexible workspace providers can optimize
customer experience. With the general shifts in
corporate culture, shared workspaces are holding the
lead position in the market gaining over 60% of new
clients yearly. While most respondents are planning to
continue their cooperation with the chosen provider,
there is still room for improvement in order to win
over those who haven’t made up their minds yet.
With competition on the market being higher than
ever, serviced office providers focus increasingly on
the needs and well-being of the tenants. Thus, even
large corporations tend to move to coworking spaces.
In our Industry Survey, published in June this year,
we give more detailed information on the trends and
the course of development of the flexible workspace
market.
We hope that our survey results will be a great asset
for you to develop your business exceeding the clients’
expectations.
Jakob Dalhoff
CEO, MatchOffice
jd@matchoffice.com

Key Results
Our findings.
Customer centricity
In 2019, flexible workspaces focus
on meeting all possible requirements
of the modern client. The evolving
workforce of today is used to an abundance
of choices for coworking spaces of all shapes
and sizes. To succeed in this highly competitive
and dynamic market, office providers strive to
present high-tech workspaces with activity-based
design to minimise customer effort and enhance tenant
experience. To satisfy not only business, but also personal
needs on the client, flex-spaces are becoming pet-friendly.
Flex-space as long-term solution
With the flexible structure of today’s work, and self-employment
being an increasing trend, coworkings are mostly associated with
freelancers and project-based teams. However, there has been a shift
towards corporate adoption of coworking. Big companies turn to utilizing
flexible offices as a long-term solution and viewing ‘space as a service’.
Corporations benefit greatly from the economy and agile working that
flexibility can provide.
Flexible workspaces go global
Jakob Dalhoff, CEO of MatchOffice, says:
Coworking space market gained massive popularity across
the globe providing international opportunities for
networking. Getting a membership allows clients access
to all locations of the provider worldwide. This way
companies can grow and establish a workspace system
abroad. We can observe overseas providers expanding
in big European cities, and Asian providers
entering Europe and the US.

1 : Have you ever used a serviced office?
2018
39%
61%
Yes
No
2019
37%
63%
Yes
No
In 2019, the popularity of flexible office space continues to grow, gaining 63% of
new tenants. The market is thriving as individual freelancers and small teams, along
with large corporations explore the excellent opportunities provided by this type of
workspace.
The ratio of returning to first-time clients remains quite stable year-on-year. This is
a great sign indicating that serviced office providers manage to remain innovative,
maintain a high level of client satisfaction, and retain their existing tenants.
CLIENT SURVEY
5

2 : What sort of contract do you have?
2018 / 2019
60%
50%
53%
54%
40%
30%
20%
18%
19%
10%
00%
Closed
Office
Desk in an
open space
11%
09%
Office on a
daily basis
04% 04%
Meeting
Room
10%
10%
Virtual
Office
01% 03%
01%
02%
Membership
Card
Other
2018 2019
Just like in the years before, the majority of respondents give preference
to the privacy of a closed office. The number of those using hot desks rose
by 5%-points. The amount of respondents renting an office on a daily basis
decreased by a whole 1.3%-points, while the graphs representing those using
other services remain almost unchanged.
Jakob Dalhoff, CEO of MatchOffice, says:
This year’s survey shows stability of client choice when it comes to the type
of service they go for. Considering the growing demand, providers get a
precise vector of development for the upcoming years.
6

23 : What How many sort of people contract from do your firm have?
are using your serviced office?
2018 / 2019
60%
50%
40%
42%
43%
30%
31%
30%
20%
14%
13%
10%
06%
06%
04%
04%
00%
1 person 2 people 3-4 people 5-6 people 7-9 p eople
2018 2019
Despite increasing popularity among corporate occupiers, individual
entrepreneurs still comprise the largest share of serviced office users. The
percentage of small teams renting flexible workspaces is stable compared to last
year’s results.
Flexible offices make things easy when it comes to workspace arrangement,
as all the facilities are taken care of. It is especially relevant if you are a
freelancer or small team. This explains the high popularity this workspace
option among individual employees, says Jakob Dalhoff, CEO at MatchOffice.
7

4 : Do you plan to renew your contract?
2018
38%
47%
15%
Yes No Don't know
2019
38%
48%
14%
Yes No Don't know
This year there has been a slight increase in the share of those planning to renew
their contracts with the serviced office provider over those who don’t. Business is
booming and it looks like so far providers are doing a great job when it comes to
client retention.
Big companies are following the flexible working trend. Unlike individual
specialists, corporations are looking for a long-term solution for their business.
This is a great opportunity for office providers to conduct longer-term contracts
or increase the percentage of contract renewal.
CLIENT SURVEY
8

5 : What length of contract did you sign?
2018 / 2019
60%
50%
40%
30%
26% 27%
20%
10%
00%
10% 09%
18% 18%
0-1 month 1-3
months
10% 10%
4-6
months
02% 02%
7-9
months
10-12
months
09% 09%
13-24
months
11% 11%
24+
months
16% 15%
Don't
know
2018 2019
Just like in 2018, most respondents this year opted for 10-12 month contracts.
The second most popular contract length is 1-3 months. Taking into account the
stable year-on-year data, it looks like serviced office providers established a gold
standard for contract lengths in the market.
9

6 : Which of your office’s facilities do you use?
2018 / 2019
00% 10% 20% 30% 40% 50% 60% 70% 80%
Meeting Room
Reception
Kitchenette
Parking
Lounge
Canteen
None of the above
08%
08%
26%
26%
25%
25%
20%
20%
40%
40%
47%
47%
65%
67%
2018 2019
As usual, meeting rooms maintain the position of the most highly used serviced
office facility. This year, the popularity of this facility rose by 1.5%-points. There has
been just a slight increase in the number of those using other services presented in
the inquiry.
10

7 : Which services are the most important to you?
2018 / 2019
00% 10% 20% 30% 40% 50% 60% 70%
Cleaning, maintenance
Reception service
Receiving of guests at reception
Canteen/Cafe services
Preparation of meetings
IT support
Telephone answering
17%
16%
30%
32%
31%
49%
48%
45%
59%
59%
Conference facilities
Equipped for people with special needs
16%
53%
2018 2019
This year, we introduced two new services to our questionnaire: conference
facilities and equipment for people with special needs. They got 53.2% and 16.2% of
votes respectively. Cleaning and maintenance are still the most popular. 2%-points
more employees turned to using cafe service.
11

8 : What are the disadvantages of serviced offices?
2018 / 2019
00% 05% 10% 15% 20% 25% 30% 35% 40% 45% 50%
No disadvantages
I pay for services I do not use
I do not have full decision power over the…
Too much noise
There is a lack of synergy with the other…
The interior design and…
It is difficult to network
17%
18%
14%
14%
11%
11%
11%
11%
24%
24%
22%
23%
43%
43%
2018 2019
As usual, most respondents did not find any disadvantages in using a serviced
office. Almost a quarter of all respondents believe they are paying for an array
of services that they do not use and are neither able to make any changes or
adjustments when it comes to design or workspace arrangement. Altogether,
10.5% of respondents dislike the interior design of their workspace.
Open-plan offices could be catalysts of noise which 17.5% of respondents
consider a disadvantage. Although, coworking spaces were designed with
networking opportunities in mind, 13.9% of our respondents feel the lack of
synergy and 10.6% find it difficult to network.
12

92 :
What sort made of you contract choose do a you serviced have?
office over a traditional one?
2018 / 2019
00% 05% 10% 15% 20% 25% 30% 35% 40% 45%
Access to other facilities
General services
I can easily downsize or expand
It is easy to relocate
Network possibilities with…
There are no costs for office equipment
No conventional office…
Low deposit
No conventional office…
It is more convenient and time efficient to get started
It is cheaper
08%
09%
09%
09%
17%
16%
14%
14%
17%
15%
22%
22%
27%
25%
35…
35%
34%
34%
40%
42%
2018 2019
The main reason for clients to opt for a flexible office are the facilities provided.
Not having to think about workspace arrangement and being able to move in
instantly is a major hassle relief. Even though a number of users complain about
paying for what they do not use, most of them stick to the standard bundle.
Flexible offices currently provide the most cost-efficient options on the market
which keeps attracting new users year after year.
13

102 : What Why did sort you of contract choose the do serviced you have?
office you currently use?
2018 / 2019
00% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Location
83%
84%
Price
64%
65%
Attractive office design
41%
41%
Parking options
The network possibilities
with other companies/people
Recommendation from others
15%
14%
10%
09%
20%
21%
2018 2019
The main factor for a company to choose their workspace remains its location.
64.8% motivated their decision by pricing. A little over 41% appreciate attractive
office design. 21.3% were looking for convenient parking facilities nearby. 14.3% of
respondents were looking to channel with likeminded professionals. And finally, 9%
followed the recommendation from others.
14

11 2 : What sort would of increase contract the do you value have? of
your serviced office?
2018 / 2019
Fitness room
Café
Facilitated networking sessions
Weekly or monthly social events
Common area for networking
Showers
Weekly or monthly events with professionals
Wider variety of foods and snacks
Mediation/power nap room
Entertainment options
Library
Pet Friendly
None of the above
00% 05% 10% 15% 20% 25% 30% 35%
08%
08%
06%
06%
12%
12%
12%
20%
20%
18%
19%
19%
19%
18%
19%
17%
18%
15%
16%
26%
26%
24%
23%
22%
30%
2018 2019
Following the latest tendencies in flexible office space development, we
introduced a new category to our questionnaire – pet friendly workspaces.
As can be seen from the graph, this facility was voted for by 12.3% of clients.
The number of those, who could use a café nearby increased by a whole
5.8%-points.
Generally, the responses are similar to the ones from last year with a decrease of
1.3%-points in the number of those, who are content with the services provided.
15

12 : What How well sort does of contract your serviced do you have?
office meet your expectations?
2018 / 2019
60%
50%
40%
40%
40%
30%
25%
25%
24%
25%
20%
10%
00%
04%
03%
To a very low
degree
07%
07%
To a low degree Neutral To a high degree To a very high
degree
2018 2019
Most respondents this year reported to be highly satisfied with their workspace.
There has been a slight rise in the number of those satisfied to a very high degree
– 0.6%-points, to be exact. At the same time, the number of respondents, whose
expectations were met to a very low degree decreased by 0.8%.
16

About MatchOffice
MatchOffice is one of Europe’s leading commercial real estate
brokers, cooperating with flexible workspaces since 2004. Almost
7,000 flexible workspaces are represented on our global
website, and the number is increasing rapidly. Our strategies
of visibility, easy user-engagement and automatization are
among the cornerstones of our leadership.
We strive to stay one step ahead and deliver
the best service to our clients and partners.
Our talented international team makes a
remarkable effort to introduce new, cool
functions and make our platform
as user-friendly as possible. This
approach is valued by thousands
of businesses which choose
us for commercial space
lease, sale or purchase.
MatchOffice is a
forward-thinking
company that
looks to the
future with
confidence.
Explore MatchOffice’s
other surveys
Client Survey 2018
Industry Survey 2019
Industry Survey 2018
Ewaldsgade 7,
DK-2200 Copenhagen
+45 39 45 85 50
post@matchoffice.com
MatchOffice is present in more
than 100 countries and has local
sites in a number of coutries including:
Sweden, Denmark, Norway,
Finland, Germany, The Netherlands,
Spain, Switzerland, Luxembourg,
Poland, France, Belgium, United Kingdom,
Austria, Italy, India, Singapore, and Hong Kong.