Together with our tenants, we want to create an environment in which they feel at home. The satisfaction of our tenants is a valuable indicator of how well we serve them and we use the outcome of the tenant satisfaction surveys to improve our services and homes. We conduct two types of surveys to monitor our performance. Once a year, we measure our tenant satisfaction through a benchmark survey conducted by Customeyes. We participate in this survey with other large institutional investors in the Netherlands. The Customeyes data consists of a representative sample drawn from all Vesteda’s tenants. We share the results of this survey with our tenants and the Vesteda Management Board evaluates the results to identify any potential improvements.
In addition to this survey, we measure tenants’ satisfaction with our various contact moments on a continuous basis. We have engaged an external party to run our Client Contact Monitor. This survey measures direct feedback from our tenants after each contact with our client services department. We use the results of this survey to monitor and improve the services we provide.
We are currently insourcing the property management of the former Delta Lloyd portfolio. The satisfaction scores of these tenants will be included in next year's outcome.
Benchmark tenant satisfaction
The score for overall tenant satisfaction is comparable to the Net Promoter Score. The Net Promoter Score is a method used to measure client loyalty. The image below shows Vesteda’s score on overall satisfaction together with the benchmark over the past five years.
Benchmark tenant satisfaction (score out of 10)
Our current tenant satisfaction score was 6.9 in 2019, which was a slight improvement on the 2018 score (6.8) and was higher than the Customeyes benchmark score. The tenant satisfaction score has improved in recent years. In 2019, we continued to optimise our contact centre by making the call centre even more accessible and increasing the tenant focus of our services. The Customeyes benchmark survey also showed an improvement in our score for complaint handling in line with our increased focus on prioritising tenants’ needs.
We will continue to focus on improving tenant satisfaction. Our goal is to outperform the benchmark each year. By improving our service levels, we aim to become a preferred landlord in the residential market. At this moment we are working on the continued digitalisation and optimisation of our customer journey, which will also be implemented in our new website that will be launched mid-2020. In 2020, we will also insource the property management of the former Delta Lloyd portfolio.
Monitoring of services
In addition to our annual benchmark survey, we monitor our daily services and the contacts with our tenants. Our Operations department is in daily contact with our tenants, dealing with the intake of new tenants, requests for repair and maintenance, and handling complaints. We use the findings of these surveys for a process of continuous improvement in our service levels. Immediately after the completion of a repair request, a complaint procedure or an intake process (new tenants), our external provider sends a questionnaire to tenants, so they can evaluate our services. These are the three most important and frequent contact moments in the services we provide. We have incorporated the targets specified in the table below in our performance cycle as KPIs and they have an impact on employee evaluations. These KPIs are linked to the variable remuneration of the commercial teams. The dashboard we use makes it possible to see results in real time, which means we can adjust our acting quickly if necessary.
The table below shows the results for 2019. Last year, we asked a total of 18,352 tenants to evaluate our services. A total of 7,167 tenants actually filled out the questionnaires, which translates into a response rate of 39%.
Scores vs. targets (out of 10)
Intake new tenants
On the repair request front, tenants were satisfied with the execution of the repairs. Vesteda scored a 7.7. Tenants were also satisfied with the friendliness of the telephonist who took their call and gave this aspect a score of 7.9. The score for our reachability improved by 0.8% to 7.5.
Score repair requests
Tenants gave Vesteda a score of 5.3 for our handling of complaints. It is worth noting that telephone contacts score higher (an average of 6.0) than written communications (an average of 5.0). The questioning of this survey has changed and therefore the outcome is difficult to compare with last year's result.
Score complaint handling
Intake new tenants
New tenants gave the overall intake process a score of 8.1. They noted that we could be clearer in the information we provide on the availability of the home and the registration procedure. The telephone contact to make an appointment for the viewing was given the highest score.
Score intake new tenants
We want our tenants to feel at home with Vesteda. The improvement of our services for tenants remains important. We believe that satisfied tenants are less likely to move and that they contribute to the well-being of other tenants, which in turn enhances social cohesion and the performance of our assets. From the tenant satisfaction surveys, we have learned what areas of the services we provide require extra attention. We would like to thank all the respondents from last year for sharing their thoughts and insights with us.
Our goal for 2020 is to further improve our tenant satisfaction and to make sure that the tenants of the former Delta Lloyd portfolio are also happy with our services.
Please refer to the Management agenda 2020 section of this report for our plans to improve our tenant services in 2020.