Skövdebostäder has previously won the industry award “Kundkristallen” several times for its high level of customer satisfaction. This year’s survey, which was open for responses in January and February, shows that customers remain satisfied.
“For example, tenants are very satisfied with the outdoor environment and the service. That feels great and shows what a fantastic job our employees are doing for our tenants. It’s also gratifying that residents feel their neighborhood is safer,” says Katarina Prick, CEO of Skövdebostäder.
Safer neighborhoods
Based on the survey, a so-called “safety index” is compiled. Skövdebostäder’s score has risen from 85.4 to 86.1—and it also ranks among the top housing companies in Sweden. Above all, the company’s tenants report that they are less bothered by their neighbors’ lifestyles.
– These are very good figures, especially given the COVID-19 pandemic, during which more tenants have been staying at home in their apartments. “We’re constantly working on safety issues, which range from systematically handling disturbance reports to closer collaboration with the police and other partners when it comes to preventing and deterring crime,” says Anna Bjerklinger, Head of Leasing and Social Sustainability at Skövdebostäder.
Better feedback is on the way
One area where satisfaction is declining is the tenant's experience of receiving help when needed.
– During the pandemic, we limited the types of work we performed in apartments to ensure the safety of our tenants and employees. That’s certainly not the only reason for the decline, but we believe it’s making a difference now that we can operate more normally again. We also have several improvements in the works regarding our issue-handling process, which include providing better feedback to tenants,” says Katarina Prick, CEO of Skövdebostäder.
About the Survey
The survey was conducted by the research firm AktivBo and focuses on how tenants perceive their housing. All Skövdebostäder tenants—except for student tenants—were invited to share their opinions. Sixty percent responded, which amounts to approximately 2,600 tenants. The results can be compared with those of other landlords throughout Sweden.
