Office Industry Insights

Tenant Attitudes Toward Pests and Pest Control

Source: Office Tenant Research June 2014

#1 Pest Office Tenants Don't Want to See: Rodents

50% of Office Tenants Will Look for New Office Space after Experiencing Recurring Pest Issues.

89% of Office Tenants Have Seen a Pest in the Past 12 Months.

Almost Half of Office Tenants Will Report a Pest after a Single Sighting.

74% of Office Tenants Think Environmentally Friendly Products are Important.

64% of Office Tenants are Concerned with Chemicals Used in Pest Control Products.

MOST OFFICE TENANTS HAVE ENCOUNTERED PESTS AT WORK — AND ON MULTIPLE OCCASIONS

Three in four office tenants have seen flies at the office, and just under 2/3 have seen an ant. Approximately half of all offices have experienced cockroaches, and 42% have had rodents.

NOTE: Mid-size and large companies (10+ employees) are significantly more likely to have seen a cockroach, ant or rodent than small companies.

9 OUT OF 10 OFFICE TENANTS TOLD SOMEONE ABOUT A PEST SEEN IN THE OFFICE

75% of those who told someone told more than one person. 88% mentioned the encounter to someone in person or on the phone, while 25% posted it on social media.

OFFICE TENANTS LEAST LIKE TO SEE RODENTS IN THE OFFICE

The Pest Tenants Least Like to See:

Rodents - 38%Cockroaches - 29%Bed Bugs - 24%Flies - 3%Ants - 3%Other (Spiders, Stink Bugs, Mice, All of the Above) - 3%

OFFICE TENANTS' THRESHOLD FOR REPORTING PESTS ON FIRST SIGHTING IS LOW

43% of office tenants will report a pest after a single sighting. 40% of tenants report after seeing pests on more than one occasion. Very few tenants will try to rectify the situation themselves first (9%), or wait to hear that others in the building are having similar issues (6%).

OFFICE TENANTS WILL BEGIN LOOKING FOR A NEW SPACE WHEN FACED WITH RECURRING PEST ISSUES

50% of office tenants indicate that recurring pest issues would cause them to look for new office space, while only 20% state that a pest problem would not cause them to look for a new office.

NOTE: The larger the company, the less likely to look for new office space due to pest problems.

35% OF OFFICE TENANTS ARE RARELY OR NEVER NOTIFIED OF PEST CONTROL TECH VISITS

28% of office tenants get notified some of the time, and 37% are notified often or always.

NOTE: The smaller the company, the less likely they are to be notified.

MOST OFFICE TENANTS WANT TO KNOW IN ADVANCE WHEN THE PEST CONTROL TECH IS COMING

41% of office tenants don't require face-to-face involvement with pest control techs, but they do want to be notified of the specific day and time a tech will be coming. Only 1/3 of office tenants do not prefer to be involved at all in pest control.

Among those who do want to know when the tech is coming and what he did, twice as many prefer to know the day and time vs. knowing what the tech did during the visit.

97% OF OFFICE TENANTS WANT TO BE NOTIFIED WHEN IT COMES TO PEST CONTROL ISSUES

59% prefer email and nearly half prefer a phone call. Only 6% of tenants want to be contacted via text.

54% OF OFFICE TENANTS BELIEVE THEIR MANAGEMENT HAS AN OPPORTUNITY TO BE MORE RESPONSIVE

History with Reporting Pests

Reported it - 87%Did not report it - 13%

How Responsive Was Management?

Very responsive - 46%Somewhat responsive - 49%Neither responsive nor unresponsive- 4%Not very responsive - 1%Not at all responsive - —

50% OF OFFICE TENANTS EXPECT PEST ISSUES TO BE RESOLVED IN 24 HOURS OR LESS — 78% WITHIN A FEW DAYS OR LESS

68% of tenants expect a response regarding pest issues within 24 hours making the results for "respond" and "resolve" very similar.

PRIMARY PEST CONTROL CONTACTS MANAGE A VARIETY OF EMPLOYEE REACTIONS TO PEST CONTROL PROBLEMS

Over half of tenants indicate that employees come straight to them when there is a pest encounter in the office, while 1 in 4 say that employees whine and complain.

NOTE: Mid to large size companies manage more pest reports, complaints, whining and gossip than small companies.

74% OF OFFICE TENANTS THINK ENVIRONMENTALLY FRIENDLY PRODUCTS ARE IMPORTANT, WHILE 64% ARE CONCERNED WITH CHEMICALS USED IN PEST CONTROL PRODUCTS.

80% OF OFFICE TENANTS THAT MAKE DECISIONS ABOUT PEST CONTROL PREFER A RECOGNIZED BRAND

GETTING RID OF PEST PROBLEMS QUICKLY AND FOR GOOD IS BY FAR THE MOST IMPORTANT IN SELECTING A PEST CONTROL PROVIDER

While trustworthy, knowledgeable and well-trained Pros are important, office tenants rate "gets rid of pest problems quickly and for good" as five times more important in the decision-making process.