People-led hospitality is a crucial attraction for hybrid occupiers in flexible workspaces, reveals survey

Instant’s latest survey has unveiled a noteworthy trend: people-centric hospitality is the main draw for people considering flexible workspaces. This personal approach distinguishes these contemporary working environments, making them more attractive than conventional office settings.

This latest research suggests that today’s workforce wants a combination of professionalism and a friendly and approachable atmosphere in their workspaces, and this need is becoming increasingly relevant in the era of hybrid working.

Amenities are crucial in choosing an office in today’s dynamic work landscape. However, our 2023 Future of Flex survey reveals that having perks like parking or round-the-clock access doesn’t cut it anymore.

For those using the space, the calibre of service truly makes flexible workspaces stand out. A grand reception area loses its charm without a warm and inviting welcome.

The expectations of both new and long-standing occupiers are not only rising, but they’re also getting sharper in terms of what they desire from a workspace. This is particularly true as the hybrid working trend continues to gain momentum.

What really sets flex spaces apart from other office types?

It’s all about people

The main reasons people opt for one workspace over another come down to intangible qualities you can’t buy. These attributes initially put flexible workspaces on the map and continue to be their strong suit. It’s about the human touch, the personal interactions, and the sense of community these spaces foster – qualities cultivated, learned, and earned over time.

Globally, the standout factor in choosing a workspace is a welcoming staff, as highlighted by 50% of survey participants who prefer flex spaces. Tied for second place at 36% is a clean, modern setting and the productivity boost from having various types of spaces available.

Interestingly, friendly staff is the top priority in every region except North America. North Americans place a higher value on the availability of different space types. Across the board, a trusted brand and a sense of community also rank highly.

But it’s the less tangible elements – the need for community and real human connections – that are most challenging for space providers to perfect. Those who do, however, stand to gain significantly.

Service-first hospitality

While decision-makers weigh up factors like cost, productivity, and amenities such as parking, users put a premium on the quality and friendliness of service staff.

Amenities might initially attract office seekers, but service levels keep people returning and ultimately decide the long-term value of a space.

This focus on quality service will become a key distinguishing feature between today’s flexible workspaces and the growing variety of agile leasing options expected to emerge soon.

Methodology

Data is compiled from The Instant Group’s Future of Flex Survey 2023 of over 200 industry leaders.