18 Observation types Every Shopping Centre Should Be Tracking

There are many factors to consider when managing a shopping centre. One key area is property management which can at times be challenging. By tracking observations, identifying trends and spotting areas that need attention, shopping centres can improve on managing their property. Here is a list of observation types every shopping mall should track with mobile reporting systems.

1. Service requests and work orders


Tracking service requests and work orders can be tedious. Shopping centres are large spaces, so this is especially challenging. Mobile reporting offers a solution to make communication around these topics easier. Responsible people will be notified in real-time and corrective actions can be taken more swiftly.


2. Guard enforcement and crime reporting


There have been a number of studies on crime in shopping centres, and reporting is key here. The shopping centre reporting procedure should be easy to use and encouraged by management. Getting a handle on these issues before they can progress will save all stakeholders both time and money.

3. Building automation issues


Air conditioning, electricity, lighting and ventilation are just some of what the building automation involves. Shopping centre reporting systems for issues with these need to be quick and efficient. This ensures that they impact the functioning of the centre as little as possible.


4. Visitor feedback and claims


It's all about customer experience and visitor feedback is essential to improve that. Positive or negative, visitors need to be able to voice their experiences, report any issues and claims.


5. Property damages


As with other general maintenance, any damage to the property needs to be resolved as quickly as possible. Having a mobile friendly reporting system will increase collaboration and speed up communication around these issues.


6. Accidents (both to personnel and visitors)


Incident reporting protects individuals and prevents similar incidents from occurring again. If shopping centres show that they care for their tenants’, employees’ and visitors’ wellbeing, this will encourage support from all stakeholders.


7. Fire safety issues


Audits of safety equipment (such as fire extinguishers) or reports of faulty equipment can take time to complete. However, those are crucial for the safety of everyone so any issues need to be reported immediately.


8. Security system issues


While reporting and guard enforcement are important, other security measures like cybersecurity and alarm systems, also need to be in place. A simple problem with security systems could result in big losses. As such, if someone observes a fault in the system, they should be able to report it immediately. 


9. Inspection rounds and periodic tasks


Mobile reporting solutions can make audits simple to conduct. They also make it easier to share feedback. By tracking inspections, shopping centres can identify recurring problems and resolve them.


10. IT and Display System issues


IT issues can mean that sales cannot take place, or if the security systems fail it can be disastrous. It’s essential to track these in order to fix them efficiently or stop them from happening.


11. Visitor notifications (e.g. smoking, unauthorised access)


Tracking visitor notifications can help shopping centres identify where they need to put signage or increase security.


12. Tenant announcement


Communicating directly with all tenants through your observation platform removes the need for multiple channels of communication. It also reduces the risk of anyone being left out of the loop.


13. Key and access right orders


Staff access is important, especially for safety. Quick and easy requests and orders for keys, access cards or codes makes this process a breeze. It also makes it easy to track who has the rights of the different items, in case it's needed. 


14. Tenant feedback and questions 


Tenant retention is a cost-saver that is built on communication. A central shopping mall reporting system is beneficial in avoiding information silos. This reduces the time spent on communicating information, leaving more time to focus on remedying issues.


15. Changes in opening hours 


It is important for all shop owners and reception staff to be aware of any changes to opening hours so that they can communicate these to customers. 


16. Changes of tenant contacts 


Avoid convoluted spreadsheets that require tedious data capturing, by having a mobile reporting platform where tenants update their details themselves. This way, those who need the information always have access to up-to-date contact details. 


17. Tenant monthly sales reports 


A platform that allows you to access monthly sales reports is great for gaining insight into where you can make improvements. This means you can take action faster. 


18. Memos and minutes


Taking minutes is important for all meetings, both for tenants and service providers. Easy access to this information on a central platform is essential for keeping everyone on the same page.


Final Thoughts


Tracking various observations through mobile reporting is important for shopping centres. Doing so allows them to identify issues and trends faster and put better systems in place.

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Kaarle Parikka

Head of Marketing