Tenant Survey

Introduction

Vesteda has an annual tenant satisfaction survey carried out by an external agency specialised in the measurement of customer satisfaction. In addition to the survey carried out for Vesteda, this agency also measures tenant satisfaction for eight other investors in Dutch residential properties[1]. Together, these results form a benchmark we can use to measure the satisfaction of the current tenants. In 2016, a total of 3,055 tenants participated in the Vesteda tenant survey (16% response rate). Vesteda has chosen to report three out of six categories (namely services, surroundings and house) as these categories provide most insight into the services provided by Vesteda[2]. The survey identifies potential opportunities for improvement with respect to various processes (such as the intake process, follow-up on requests for repairs, customer-friendliness and handling of complaints). Vesteda uses the information from the survey to further improve its services.

Key results

Vesteda’s KPI for the assessment of customer satisfaction is the average score for services, surroundings and house. In 2016, this score came in at 7.0, an improvement of +0.1 compared to 2015. Both surroundings and house were given a higher score than in the previous year.

Ratings tenant satisfaction survey

Rating (out of 10)

Vesteda

 

Benchmark

(out of 10)

2016

2015

 

2016

2015

Services (S)

6.2

6.3

(0.1)

 

6.6

6.6

0.0

Surroundings (S)

7.5

7.2

0.3

 

7.6

7.4

(0.2)

House (H)

7.4

7.2

0.2

 

7.5

7.4

0.1

KPI Vesteda - Average SSH

7.0

6.9

0.1

 

7.2

7.1

0.1

Rating services

Vesteda’s services in general were rated lower than in the previous year and lagged the benchmark figure. Particularly availability and personal contact were less appreciated.

Vesteda is looking to increase its digital communications with tenants via its client portal. This enables us to provide more self-service contact options. Tenants were more satisfied with certain elements of our services, such as honouring commitments, the handling of requests for repairs and how we handle complaints. Improved self-service does therefore result in a better score for elements of our services, but does not automatically result in a better score for the perception of our services in general. In addition to increased digitisation of our services, in the year ahead we will therefore also be looking to improve Vesteda’s availability and devote more personal attention to our tenants. We expect this to result in a further increase in the rating of our services in general.  

Thanks to Vesteda’s efforts aimed at increasing the digitisation of its services and the monitoring of processes, we are now able to act more quickly and in a more targeted fashion. The survey shows there is a clear connection between the speed at which tenants can arrange an appointment for repairs and the level of their satisfaction with this element of our services. How often Vesteda honours its commitments also has a considerable impact on client satisfaction. If a repair is resolved in a single appointment, this creates high satisfaction, while the need for subsequent appointments to resolve an issue has a significant negative impact on satisfaction.

Rating surroundings

Tenants rate their surroundings relatively highly. The survey revealed that creating more tidiness in the surroundings can raise this rating even higher. Tenants aged 35 to 55 and tenants with children are the least satisfied with their surroundings.

Rating house

The rating for the extent to which houses still suit the tenants’ current housing requirement is slightly below the benchmark. The rating for houses will be higher when the facilities in the house are improved and when houses respond more effectively to tenants’ requirements. Vesteda will devote more attention to these aspects.

In 2016, Vesteda made extra investments in energy efficiency measures that have raised the quality of a number of Vesteda houses and improved comfort for tenants. The survey shows that one in five Vesteda tenants is open to energy efficiency measures, provided the total cost of rent and energy-related costs remains unchanged.

Tenants aged 35 to 55 and those with children also prove to be more critical than other tenants when it comes to the rating of their house.

Conclusion

Vesteda works continuously on improving its services. The survey gives important information on how Vesteda can improve its service. We are grateful to the respondents for their cooperation and feedback in 2016.

  • 1Altera, Amvest, ASR, Bouwinvest, CBRE, Dela, Delta Lloyd and Syntrus Achmea.
  • 2The other categories are commonly used by investors in the benchmark to measure performance of external property managers and for service level agreements. In contrast to other residential investors who work with external property managers, Vesteda is an internally managed fund with its own property management and approach.