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User Perception on Key Performance Indicators in an In-Service Office Building


Teresa Pestana


Manuel Duarte Pinheiro


A holistic understanding of the correlations between supply and demand in buildings forms the basis for their performance assessment. This paper aims to reinterpret a set of Key Performance Indicators (KPIs) that influence users’ satisfaction from different perspectives. Fieldwork was carried out in an office building following a detailed review on KPIs by conducting user surveys. This study highlights the need to organize specific indicators to focus on the usability of workplaces and, where and when required, through an iterative process, understand the user perception of performance indicators in usage conditions. This methodology is applicable for organizations to understand the main existing in-service problems, and could improve the building’s performance over time. Survey results showed that hygiene was the most recognizable influence on users’ satisfaction and indoor air quality was the less well-known in the assessment results. User perception results can be compared to other office buildings results to benchmark good practices and should also be investigated for the post-COVID-19 period.


Pestana, T., Flores-Colen, I., Duarte Pinheiro, M., & Masoud Sajjadian, S. (2021). User Perception on Key Performance Indicators in an In-Service Office Building. Infrastructures, 6(3), Article 45.

Journal Article Type Article
Acceptance Date Feb 24, 2021
Online Publication Date Mar 15, 2021
Publication Date Mar 15, 2021
Deposit Date Mar 16, 2021
Publicly Available Date Mar 16, 2021
Journal Infrastructures
Publisher MDPI
Peer Reviewed Peer Reviewed
Volume 6
Issue 3
Article Number 45
Keywords building performance; in-service buildings; indicators for assessment; user perception
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User Perception on Key Performance Indicators in an In-Service Office Building (3.6 Mb)

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Copyright Statement
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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