Making feedback and post-occupancy evaluation routine 1: A portfolio of feedback techniques

Over forty years ago, the Royal Institute of British Architects (RIBA) published its Plan of Work for Design Team Operation (1963), which included Stage M - Feedback. In spite of this, designers, builders and sometimes even procuring clients do not engage closely with the performance of the buildings they have created. Hence, low-level, chronic problems tend to persist, innovations miss their targets, and true successes may be overlooked - even in some of the best buildings, as the Probe series of post-occupancy surveys revealed. This paper discusses how feedback, follow through from design and construction into occupancy, and post-occupancy evaluation could become a natural part of project delivery, and how this could improve the quality and sustainability of our buildings. It describes progress made since the Probe series of post-occupancy ended in encouraging the use of feedback, including a portfolio of established techniques, development of the Soft Landings technique, and setting up a charity to promote and support feedback. The results of tests with a user group are also discussed.