During November, BML conducted a survey to gauge Tenant satisfaction with BML’s performance in respect of the management of the Brisbane Markets site.
The survey asked questions relating to site improvements, cleanliness, safety, security, property and maintenance, communications, events, sponsorship and BML’s performance as a landlord.
The survey was issued to 170 Tenants, with an overall response rate of 34% (58 respondents). This is considered a strong response rate. Of the total respondents, 44% were Primary Wholesalers.
Results snapshot
Survey results were positive in every area.
BML received a rating of ‘good to excellent’ as follows:
- BML’s overall performance 78%
- Site improvements 78%
- Site cleanliness 80%
- Pest control 90%
- Site safety 88%
- Site security and access control 87%
- BML as a landlord 82%
- BML communications 87%
Site improvements
78% rated BML’s overall performance good to excellent, compared to 84% in 2019. Some suggestions and comments were provided, which were generally positive.
The ongoing maintenance of road surfaces was raised as an issue, as was the ongoing vibrancy of the Flower Market, in addition to flood mitigation measures for the Commercial Precinct.
In terms of the comments made, BML has allocated additional funds to road resurfacing with further work scheduled for early 2026. The issue of customer support for the Flower Market was noted, with ongoing initiatives in this area. A comment regarding the provision of flood mitigation measures for the Commercial Centre was also noted.
Cleanliness
Overall, 80% of respondents said that BML was good to excellent in relation to removing common area waste and maintaining cleanliness across the site. The cleanliness of public toilets, which is undertaken by a BML service provider, was raised as an issue and will be investigated further.
Given that not all respondents could comment on all areas of the site, the specific breakdown was as follows:
- Central Trading Area – 92% rated cleanliness good to excellent
- Northern Warehouse Precinct – 90% rated cleanliness good to excellent
- South Gate East Warehouse Precinct – 83% rated cleanliness good to excellent
BML continues to focus on site cleanliness as a priority and from 1 November 2026, the Cleaning and Grounds Team has become part of the Maintenance Team with a dedicated Supervisor (removed from being part of the Operations Team).
Pest control
The pest control results were very positive and reflect both the work done by BML’s service provider (Flick Anticimex) and the benefits of having Pest Control MOUs in place which seek to ensure that all Tenants apply an agreed standard of rodent control inside their own premises.
Again, not all respondents could comment on all areas of the site, and the specific breakdown was as follows:
- Central Trading Area – 91% rated pest control good to excellent
- Northern Warehouse Precinct – 90% rated pest control good to excellent
- South Gate East Warehouse Precinct – 91% rated pest control good to excellent
Safety
88% rated BML’s performance with respect to managing safety on site as good to excellent compared to 81% in 2019, which is a very pleasing result.
Tenants noted forklift safety and drug and alcohol testing of forklift operators as priority areas. The implementation of the Pedestrian Rules was raised as being a positive safety initiative by a number of respondents.
In terms of Tenants maintaining their own safety management plan and training programs, 95% of respondents indicated that they had a program in place within their own business, while 56% of respondents indicated that they utilise Brismark for WHS support.
Site security and access control
87% rated BML’s performance managing site safety and access as good to excellent, compared to 84% in 2019. Some respondents felt that BML’s management of site access was too strict, while others responded in the opposite manner. It was noted that the implementation of Virtual Access Cards and Licence Plate Recognition was viewed as being positive.
Site access control remains a priority area for BML.
Property maintenance and repairs
In regard to managing maintenance and repairs, 77% rated BML’s performance as good to excellent. Of the respondents, 75% answered that they had requested maintenance or repair work to their tenancy over the last 12-18 months. Of those respondents, 80% said that BML did a good to excellent job of coordinating those repairs or maintenance.
BML as a landlord
Monthly account management and payment arrangements scored very highly, with 92% rating this service as good to excellent compared to 83% in 2019. This is a very pleasing result and is likely reflective of BML’s new IT platform and subsequent efficiencies accessed.
In respect of lease and sub-lease transaction management, 82% rated BML good to excellent, compared to 85% in 2019.
When taking into consideration all of the landlord services BML provides in managing the site, 82% of respondents rated BML as a good to excellent landlord compared to 83% in 2019. This is a very similar result which is pleasing given challenges over the last five years, including natural disasters, labour shortages and staffing changes within BML.
Communications
Overall, 87% of respondents rated BML’s communications as being good to excellent.
BML utilises a range of communication methods to communicate with Tenants. Respondents rated email, SMS text messaging and telephone calls as the top three preferred communication methods.
Respondents indicated that they predominantly read information provided in Bulletins and Fresh News (equal first) and Fresh Source.
57% of respondents are registered for the BML Portal app, and of those, 84% said the functionality and usefulness of the app was good to excellent.
Events
BML asked a series of questions about support for various Brisbane Markets events, including the Gala Dinner, Mango Auction and Forklift Operator of the Year award, with most tenants indicating their general support for same.
Additional suggestions and comments
There was some additional feedback and suggestions in respect of a smaller number of items which will be followed up by BML.
Summary
Overall, the results are positive with all areas of BML’s service rated strongly as good to excellent. Constructive feedback was provided regarding matters that need attention or improvement. In regard to road surface maintenance and cleaning of toilet amenities, BML has taken these matters on board, together with the ongoing focus on site safety, access control and site maintenance and upgrading.
BML thanks all respondents for taking the time to complete the survey and providing valuable feedback.
