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The Portfolio Operations Scorecard is a self-assessment for people who run more than one building. It asks one question twelve different ways. Do your buildings run on documented process, or on what a handful of people happen to know? The 12 practices cover how tenant requests reach you and get answered, how maintenance and vendors are managed, whether every building is run the same way, and how quickly you see cost and service data.
Each practice scores 0, 1 or 2, for a total out of 24. Your result shows where your operation is weakest, how your total compares to portfolios of your size, and three specific things to work on next quarter. None of the questions ask about your market or your rents, so your score stays comparable as conditions change.
Tenants can tour competing space quickly. Slow response times give them a reason to look.
Parking, lighting and common area hours affect the tenant's sales that day.
Few people on site to catch problems. A failed dock leveler or a roof leak stops the tenant's operation.
Appointment schedules can't be moved. Access, HVAC and compliance problems affect patient care.
A power, temperature or air handling failure can destroy research that can't be repeated.
Label this scorecard so your next one has something to compare against
The score is most useful the second time you run it. Note which part of the portfolio you're scoring and when, and your total from last time if you have one. These three fields stay in this browser and print with the page. They aren't part of anything you submit.
Intake and response
How requests reach you and how fast they get answeredClick the description that matches your portfolio today. Click it again to clear it.
Maintenance and vendors
How work gets scheduled, completed and staffedPortfolio standards
Whether every building is run the same wayCost control and renewals
How fast you see costs and what leasing knows before a renewalGet your score and your three moves by email
Pick your portfolio size to see how your total compares. We'll email the section breakdown and the three things to work on next quarter, so you have it at your next operating review.
Map your two weakest sections to a fix
Book 20 minutes →Reading your score
Your band highlights as you scoreReactive
Your buildings run on what individual people carry in their heads. That breaks the week one of them leaves.
- Pick one intake channel and turn off the others at three buildings as a pilot.
- Count reopened requests from last quarter by hand, so you have a baseline.
- Get every active vendor's COI expiry date into one list with an owner's name on it.
Standardizing
Your best buildings do this well. The gap between them and your worst ones is the problem, and it widens with every acquisition.
- Write the acquisition runbook while the last onboarding is still fresh.
- Enforce one equipment naming standard before you add another region.
- Put median first-response time on the same monthly report as occupancy.
Portfolio-grade
Your operating data is good enough to support a renewal negotiation and to price an acquisition. The next step is making it visible outside operations.
- Send leasing a service-history summary 12 months ahead of every expiry.
- Benchmark cost per square foot across buildings of the same type and chase the outliers.
- Bring operating metrics into the investment committee packet.
How to use this
- Score it yourself first, then with your regional managers. Where the two scores disagree is worth discussing.
- Re-score every 90 days. The direction matters more than the band. Moving from 14 to 18 over two quarters means something is working.
- Bring your two lowest-scoring sections to your next operating review. Two sections, six criteria, named owners. That's a quarter's work.
- Re-score a building 60 days after you acquire it. That gives you a real number for criterion 9.