Sound: The Overlooked Amenity in Commercial Spaces.

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Noise may be invisible to the eye, but it is one of the most powerful forces shaping the tenant experience. Exploring why acoustics are often overlooked, the measurable effects of noise on health and productivity, and how positioning sound as an amenity can strengthen satisfaction, retention, and asset value will demonstrate why noise should be at the top of every business, property owner and manager’s list when reviewing spaces.

Introduction

Tenants may admire the new design or artwork in your lobby when they arrive, but it is sound that shapes their experience every hour of the day. Acoustics are one of the most overlooked aspects of tenant experience in commercial office buildings. Sound rarely appears in marketing materials, yet it defines how employees feel and perform inside the space.

Research shows that interior noise from HVAC systems, footsteps, and conversations in open-plan offices can impair focus, reduce memory retention, and contribute to fatigue [2], [6]. External noise from traffic, construction, or even overhead aircraft has been linked to elevated risks of hypertension, sleep disturbance, and cognitive decline [1], [10]. Despite these impacts, sound is rarely prioritized compared to visible upgrades such as lobbies, gyms, or lounges.

This gap represents both a risk and an opportunity. By treating sound as an amenity, one that tenants experience every moment of the day, owners and managers can unlock measurable improvements in satisfaction, retention, and long-term asset value.

Why Sound Gets Overlooked

In commercial real estate, what can be seen often takes priority over what can be heard. Buildings are marketed visually, with tours and marketing materials highlighting lobbies, gyms, and lounges. Sound, on the other hand, is invisible, which makes it easy to undervalue, even though research consistently ranks noise among the top tenant complaints in office buildings [6].

Acoustics are also frequently treated as a design concern rather than an operational performance factor. In reality, facility managers are beginning to view sound as part of ongoing building performance, much like air quality, lighting, or energy use [16].

Another reason sound is overlooked is cost perception. Owners often assume acoustic upgrades require large capital projects, when in reality many WELL-aligned sound strategies can be introduced gradually and affordably, such as zoning, sound masking, or acoustic features [7]. Noise problems often surface only after tenants move in, so they are addressed reactively, which drives costs higher over time [17] and [18].

Finally, acoustics are undervalued because they are not widely understood. While most owners know how to price HVAC or lighting upgrades, sound is less familiar and therefore less likely to be included in long-term planning. Yet noise remains one of the top tenant complaints across office buildings, especially in open-plan and hybrid work environments where fluctuating occupancy makes sound management more complex [6].

The Real Impact of Noise

Noise in the workplace is more than an inconvenience; it has measurable effects on health, focus, and performance. Research shows that consistent exposure to interior noise, such as HVAC systems, footsteps, and background conversations, can impair concentration, memory retention, and decision-making [4], [6].  Background noise exceeding common office guidelines (e.g., NC 35–40 or ~45–50 dBA) is associated with higher stress and reduced concentration [1], [10]. 

The health impacts are not limited to productivity. Long-term exposure to noise has been associated with elevated heart rate, increased blood pressure, and higher cortisol levels, which can contribute to cardiovascular strain and burnout [1], [5]. Lack of speech privacy also undermines psychological safety by making confidential conversations difficult, reducing trust and collaboration among teams [3].

The business consequences are just as significant. Noise-related distraction reduces working memory capacity and increases error rates, particularly when tasks require deep focus [4], [10]. Acoustic discomfort is a leading reason employees disengage from open-plan layouts, undermining the flexibility and collaboration these spaces were meant to promote [6]. For neurodivergent employees or individuals with hearing loss, poor acoustics can make the workplace even less inclusive, amplifying stress and reducing participation [8].

When viewed through this lens, sound becomes not just a comfort issue, but a fundamental driver of tenant well-being, engagement, and retention.

Sound as an Amenity

Tenants often view amenities as tangible spaces such as cafés, lounges, fitness centers, or lobbies. Yet acoustics function as an amenity in their own right, shaping how those spaces are experienced every day. A lounge with a beautiful design may look appealing during a tour, but if it echoes with conversation and clattering dishes, employees are less likely to use it. Similarly, a lobby can create a strong first impression, but without sound control, it may feel chaotic rather than welcoming.

The WELL Sound Concept reframes acoustics as a daily wellness feature. In many sectors, sound control also supports compliance and privacy obligations; maintaining speech confidentiality in offices, healthcare, or financial settings can help prevent information breaches and build trust with occupants [16]. Strategies such as zoning high-noise areas away from focus zones, installing acoustic ceiling panels, and adding sound masking systems can be marketed as quality-of-life enhancements, not just technical upgrades [11]. These improvements create spaces that tenants perceive as calmer, more private, and more professional.

Embedding sound into the amenity package strengthens tenant satisfaction and brand perception. Quiet rooms, speech privacy, and reduced reverberation benefit all employees, but they are especially valuable for neurodivergent individuals or those with hearing loss [8].

In competitive markets, where visual upgrades are common, positioning acoustics as a wellness amenity provides a subtle but powerful differentiator.

Cost vs. Payoff

One reason sound is often overlooked is the perception that it requires large-scale investments. In reality, many WELL-aligned acoustic improvements can be phased in gradually and cost far less than major renovations. Foundational strategies such as ceiling tiles, wall panels, or sound-masking can be integrated during routine upgrades or tenant fit-outs with minimal disruption [7]. These improvements do not have to happen all at once; they can be phased in strategically to align with capital plans and tenant priorities. As buildings become smarter, many sound-masking and acoustic systems can now integrate with occupancy sensors and building management systems to automatically adjust sound levels based on real-time activity [16].

More advanced interventions, such as comprehensive zoning, HVAC damping, or high-performance glazing, represent a higher level of investment but deliver stronger long-term benefits. Integrating acoustic design early in a project is far more cost-effective than reactive fixes and provides more durable comfort throughout the building’s life cycle [17], [18]. At the premium level, integrated sound masking and advanced acoustic consultation offer tenants a best-in-class experience and reinforce a building’s market position [7].

Regardless of scale, the payoff is clear. Improved acoustic comfort reduces noise complaints, supports greater use of shared amenities, and strengthens tenant satisfaction. It can also prevent costly retroactive fixes, such as redoing partitions or adding masking systems after occupancy [17], [18].  Compared to visible upgrades like lobby renovations, acoustic strategies deliver a higher return because they improve the tenant experience every day.

Real-World Case Snapshots

Several WELL-aligned projects have demonstrated how treating sound as an amenity can reshape the tenant experience.

At 1700 Broadway in New York City, targeted acoustic retrofits, including zoning, sound-masking, and material upgrades, helped reduce distractions and improve speech privacy. The building’s owner reported improved tenant satisfaction and leasing interest following WELL Core Gold certification [12], supported by feedback gathered during the 2023 retrofit cycle [13].

In Australia, International Towers Sydney has been recognized globally for leadership in the WELL Sound Concept. The towers integrated acoustic zoning, sound-masking, and high-performance design features to create quieter, more comfortable workplaces. Post-occupancy feedback highlighted fewer noise complaints, stronger cognitive comfort, and greater tenant engagement in shared amenities [14], [15].

Similarly, research from Steelcase found that employees working in offices equipped with properly tuned sound-masking systems reported up to 50 percent fewer distractions and more than 35 percent improvement in concentration [16].  These examples show that in both certified properties and research-driven workplaces, WELL-aligned sound strategies are practical, scalable, and directly tied to occupant satisfaction.

Conclusion

Sound quality may not always be visible, but its impact is immediate. Tenants notice when a space feels calm, private, and acoustically balanced, just as they notice when it isn’t. For building owners and managers, integrating WELL-aligned sound strategies is no longer a luxury; it’s a differentiator that enhances tenant satisfaction and long-term value [2], [7]. Sound design isn’t just about what people don’t hear, but how a space makes them feel calm, focused, and connected.

References

[1] O. Hahad, T. Prochaska, M. Daiber, and A. Münzel, “Noise and air pollution as risk factors for hypertension: Part I. Epidemiologic evidence,” Hypertension, vol. 80, no. 7, pp. 1384–1392, 2023.

[2] World Health Organization, Environmental Noise Guidelines for the European Region: Executive Summary. Copenhagen, Denmark: WHO Regional Office for Europe, 2018.

[3] W. J. Cavanaugh, W. R. Farrell, P. E. Hirtle, and B. G. Watters, “Speech privacy in buildings,” Journal of the Acoustical Society of America, vol. 34, no. 4, pp. 475–492, 1962.

[4] A. Haapakangas, V. Hongisto, J. Hyönä, J. Kokko, and J. Keränen, “Effects of unattended speech on performance and subjective distraction: The role of acoustic design in open plan offices,” Applied Acoustics, vol. 86, pp. 1–16, 2014.

[5] A. Dudarewicz, “The impact of low-frequency noise on human mental performance,” International Journal of Occupational Medicine and Environmental Health, vol. 18, no. 2, pp. 185–199, 2005.

[6] M. Pierrette, J.-G. Parizet, C. Chevret, and D. Chatillon, “Noise effect on comfort in open-space offices: Development of an assessment questionnaire,” Ergonomics, vol. 58, pp. 96–106, 2015.

[7] K. Haapakangas, J. Hongisto, and A. Varjo, “Benefits of sound masking in open offices: A review and recent field studies,” Frontiers in Psychology, vol. 14, p. 1138700, 2023.

[8] A. Marzi, C. Piselli, and F. Cotana, “Inclusive Indoor Comfort of Neurodivergent Individuals: Toward User-Centered Acoustic Design,” Building and Environment, vol. 256, p. 113328, 2025.

[9]  Glean, A. A., et al. “Visualization of Acoustic Comfort in an Open-Plan, High-Performance Glass Building: STI Mapping and Pre–Post Occupant Response Study,” Buildings 12(3):338, 2022.

[10] P. Liang, S. Zhang, and Y. Wang, “Effect of low-frequency noise exposure on cognitive function: A systematic review and meta-analysis,” BMC Public Health, vol. 24, p. 125, Feb. 2024.

[11] International WELL Building Institute, WELL Building Standard v2: Sound Concept. New York, NY: IWBI, 2023.

[12] International WELL Building Institute, Project Directory – 1700 Broadway. New York, NY: IWBI, 2024.

[13] EQ Office, 1700 Broadway Property Overview. Chicago, IL: EQ Office, 2023.

[14] International WELL Building Institute, Project Directory – International Towers Sydney. New York, NY: IWBI, 2024.

[15] International Towers Sydney, “Media Centre – Sound Concept Award,” International Towers, 2024.

[16] Soft dB, “The Hidden Cost of Noise: Why Acoustics Are a Blind Spot in Facility Performance,” FMJ, International Facility Management Association, Sept. 2025.

[17] U.S. General Services Administration, Sound Matters: How to Design Acoustic Comfort into Buildings. Washington, D.C.: Public Buildings Service, 2017.

[18] U.S. Green Building Council, LEED v4.1 EQ Credit: Acoustic Performance. Washington, D.C.: USGBC, 2020.