Sweden’s most satisfied tenants have been living in Skövde, with Skövdebostäder, for many years. Skövdebostäder has long worked with survey companies that annually gauge the quality of our work in the residential areas. This lets us know how our tenants actually perceive us. The numbers have been good, but to find out how we measure up against other housing companies—both public and private—the surveys need to be comparable. This led Skövdebostäder to switch survey companies. Already in the first year the survey was conducted, the results placed us at the very top. The response rate was high—and our tenants turned out to be the most satisfied in Sweden.
Instead of resting on our laurels, we view our success as an incentive. Today, we have about 97 percent satisfied customers. That doesn’t mean there aren’t times when they think we could do things differently or areas where we can improve. In fact, surveys are an effective tool in our continuous improvement efforts. Area by area, we get clear feedback on where we need to take action, and we see immediately when we succeed.
Sweden's Most Satisfied Tenants for Several Years in a Row
The company AktivBo conducts the surveys, and in February of the following year, it awards “Customer Crystals” in various categories to the companies with the best results. Just being nominated shows that you’re among the best.
In 2016, we received Kundkristaller awards in all three categories for the most satisfied tenants in Sweden. We were honored with awards for best service, best product, and strongest brand. In 2017 and 2018, we received additional Kundkristaller awards—this time in the categories of best service and strongest brand. In 2019, we were nominated in the Service Index and Product Index categories.
8 crystals on the shelf
As part of an effort to improve the follow-up to the surveys and to better address the comments and opinions that emerge from them, the survey is now conducted every other year.
In 2021, it was that time again: Skövdebostäder won a Customer Crystal Award for the highest product index, which measures how satisfied tenants are with their housing and neighborhood. We were also nominated in the service index and profile categories. Now there are eight beautiful Customer Crystal Awards on the shelf, serving as a reminder of our commitment to continuous improvement.