The results of Heka’s 2020 tenant satisfaction survey are good across the board, with only minor changes compared to the previous year. The tenant experience is good in all areas, and differences between regional offices are small.
Overall satisfaction with property management and customer service is 3.70 on a scale of 1–5 (1=poor, 5=excellent). Heka received a notably high rating of 4.19 for the handling of rent payment problems. The lowest rating was given for addressing disturbances, though this area was assessed by less than half of the respondents.
Overall satisfaction with building maintenance and repairs is at 3.64. Satisfaction with readiness to help, expertise and know-how of maintenance staff has increased. Respondents were the most dissatisfied with the cleanliness of waste shelters.
Satisfaction with cleaning has increased in all of the areas included in the survey, with overall satisfaction being at 3.68. The rating for the readiness to help of cleaning staff increased by over 10% to 3.85.
Satisfaction with how environmental matters are handled at Heka is high especially among young people, women and families with children. Tenants are especially satisfied with the recycling options available at waste collection points.
Overall satisfaction with apartments was over 10% higher than in the previous year, at 3.97. Overall satisfaction with the respondent’s own building also increased slightly to 3.87. Overall satisfaction with Heka as a lessor is still very high at 4.08.
Of all the respondents, 65% had not participated in any tenant democracy activities. The coronavirus had a major impact on the organisation of tenant activities last year, as a result of which participation in events was notably lower than in the previous year. However, approximately a quarter of respondents were very or somewhat interested in online tenant activities. Satisfaction with building committees was quite high.
Tenants who responded to the survey also submitted over a thousand pieces of freeform feedback along with their survey responses. They included both observations about the practical handling of matters and development ideas for the future.
Majority of respondents would recommend living at Heka
Tenants’ willingness to recommend Heka to their friends is measured in the survey via a Net Promoter Score (NPS). Heka’s NPS has always been notably high, and this year rose to a very good level of +58.
67% of respondents would be highly likely to recommend Heka. Those who would be highly likely to recommend living at Heka included, in particular, those who had lived in a Heka apartment for less than a year, those living by themselves and women under the age of 31. The proportion of detractors, i.e. those who gave Heka a score of 0–6, was only 8.5%.
*NPS: The Net Promoter Score measures tenants’ willingness to recommend living at Heka via the question “how likely is it that you would recommend living at Helsingin kaupungin asunnot Oy to your friends and acquaintances.” The results are presented as the difference between the percentage of detractors (those who gave a rating of 0–6) and promoters (those who gave a rating of 9–10). As such, the range of results is from -100 to +100
Survey responses received from just over two thousand tenants
The results of the 2020 survey are not fully comparable to previous survey results, as this survey was organised in a slightly different way and with an expanded scope compared to previous surveys.
The tenant satisfaction survey was organised in late 2020 to gauge Heka tenants’ satisfaction with customer service, their regional office, apartment and residential area and property management, maintenance and cleaning services. The survey was sent by post to 7,500 apartments and by e-mail to approximately 5,100 apartments picked at random. Responses were received from a total of 2,101 tenants. The response rate was 17%.
After the launch of the survey, it was noticed that the randomly picked addresses included some recipients whose information was incorrect. However, the proportion of recipients whose information was incorrect out of the total sample group was determined to be so small as not to impact the reliability of the survey results.
The responses to the survey were compiled into statistics and reported by the independent research company Feedback Oy.