We work daily to improve tenant satisfaction

Housing, News / 27.5.2024

With the implementation of the current strategy of Soihtu (2023-2027), customer satisfaction has become the most important metric for Soihtu Housing, alongside apartment occupancy rates. We want students to feel comfortable in our apartments and in other premises, such as the common rooms.

In May 2023, we introduced a new tool that allows us to monitor tenant satisfaction and willingness to recommend (NPS) more frequently than before. Previously, a comprehensive tenant survey was conducted once a year, but with the new tool, a shorter survey is sent to a certain segment of residents once a month. This way, tracking resident satisfaction has become a part of everyday operations, and we receive regular feedback on our activities.

Tenants’ willingness to recommend Soihtu has increased

With the new survey model, we measure both tenant satisfaction during their stay and satisfaction with the move-in and move-out processes. In addition, we monitor tenants’ willingness to recommend, or NPS (Net Promoter Score). In 2022, Soihtu Housing NPS was 34, and now, after a year of regular measurement, the NPS for the past 12 months (05/2023 – 04/2024) is 47.

We monitor tenant satisfaction during their stay through nine questions, asking about housing services, the resident portal, the handling of maintenance requests, and the cleanliness of common areas, among other things. Tenants are most satisfied with housing services and the condition of their apartments. The maintenance of yard areas during summer and the residential area also receive praise. Currently, tenants are least satisfied with the cleanliness of common areas, the handling of maintenance requests, and winter maintenance of yard areas.

We regularly review the survey results with staff and collectively consider solutions for areas needing improvement. Over the past spring, changes have been made to cleaning arrangements, the distribution of preliminary information about apartments, and the outsourcing of maintenance responsibilities for outdoor areas. In June, we will begin multidisciplinary audits aimed at identifying areas for improvement related to the comfort, cleanliness and communication in shared spaces.

Comments help identify additional areas for improvement

At the end of the survey, tenants always have the opportunity to provide open feedback. These comments are also regularly reviewed and have highlighted good areas for improvement to enhance tenants’ comfort.

In the open comments, the most feedback has been received regarding waste disposal, the cleanliness of common areas (especially laundry rooms), and issues related to apartments. In Korttelikylä, the slow processing of maintenance requests is emphasized – this is due to warranty maintenance of the new building, where most of the maintenance activities fall under the responsibility of the builder.

We also receive requests related to tenant activities, and these matters are collectively forwarded to the tenant committees of the properties.

“More events for example: – a dinner/cocktail rallye in the beginning of exchange (1 shared apartment prepares starter, the other main dish, another dessert) to get to know the other shared apartments in the building —“

Tenant feedback 2024

“I think you guys are doing a great job. Sometimes in the garbage area, it’s very unclean but that may not be your problem and more about the tenants and the garbage pickup truck.”

Tenant feedback 2024

“The laundry room maintenance is often takes too long. Building P is not cleaned very often too. Overall good experience though.”

Tenant feedback 2024