FAQ - Questions & Answers

It is voluntary to participate in the survey, although there is a great value for both you and your landlord if you take this opportunity to speak your mind. Your opinions and views matter! The purpose of the customer survey is, among other things, to use the results actively in the landlord’s improvement work. That said, you as a tenant choose freely whether you want to participate. If you wish to not participate, let us at AktivBo know when you receive your first survey to avoid reminders. 

In the vast majority of cases, you are anonymous, and this is clear from the information you received from your landlord or us at AktivBo when receiving the survey. In some cases, there is a possibility and purpose in not offering anonymity, for example if your landlord wants to be able to contact you and have a further dialogue with you about your answers.

The surveys contain a randomly generated number, to make sure you don’t receive a reminder if you already responded. The survey number also helps your landlord to link the responses to an area, city or other overall information that helps them improve the service experience.

Yes. We give all tenants the opportunity to respond to the survey by phone.

AktivBo always aims for the results to be given back to those who responded. However, it is up to your landlord how they choose to present the result. Contact your landlord if you want to know more. If you have not received any feedback, please contact us! We are happy to help influence your landlord.

Unfortunately. AktivBo only accepts questions related to the survey. If you have property related problems, please contact your landlord directly.

This depends on the type of survey you have received and how your landlord has chosen to conduct the survey. At AktivBo, we recommend giving all customers/tenants the opportunity to respond. Everyone does not receive the survey at the same time. Some landlords choose to send to part/all of the portfolio, others send out surveys continuously every week to different tenants.

You have to consider every tenant as an important and prioritized customer, just like in any other industry. It pays to have satisfied customers. This applies regardless of whether you manage homes or premises, have vacancies or everything is rented, operate in a small town or in a big city, are going to rebuild or build new. To achieve a high level of customer satisfaction, you need to create a good customer dialogue. A good start is therefore to listen to your customers' views and wishes. Through surveys, you can capture what is most important to customers in a structured way and then act on the answers. In other words, your company gets a basis for business management that leads to the right efforts, and you can avoid making investments where it is not needed.

A satisfied tenant also costs less than a dissatisfied one. Fewer complaints, fewer relocations, fewer tenant adaptations and a stronger brand are some of the positive effects that contribute to increased profitability.

At AktivBo, we offer a large number of standardized, benchmarkable surveys for both homes and premises. Some examples of surveys are:

• Customer Score Card Residential/Premises (overall CSI survey to measure overall customer satisfaction
• Contract signing
• Moving in/moving in
• Fault report/service report
• Moving out
• Durability
• New construction
• Remodeling
• Safety surveys

If you want to read more about our surveys, click here.

Thanks to our huge database, we can provide comparative values in many different areas and levels. This means that we support many different directions in the real estate industry with benchmarks, information, statistics and data that help in decision-making. Whether it is residential or commercial tenants, construction companies, urban planners, architects, and more. We tailor benchmarks at local, regional, national and/or international level. The comparisons are also broken down by different indices, sub-indices, questions as well as company size, form of ownership, etc.

With our way of presenting the results, you can also easily read trends over time and make comparisons on many different levels and parameters. Our digital analytics tools are built to support this. As an individual customer company, you can choose what information you want to have presented in your customized application. We have aggregated industry data containing developments on various issues, indices, and sub-indices from 2005 onwards.

AktivBo rests on a research-based foundation, which means that we continuously conduct qualitative and quantitative industry studies and meta-analyses to follow the industry's development. We do this both for the companies that are customers of ours – but also for non-customers to follow the development of other companies.

The response rate varies depending on the type of survey, but AktivBo offers the industry's highest response rate. In 2023, the average response rate for companies that measured CSC housing was 61.3% and for premises 45.4%.

Absolute. The work after the surveys is a significant part of most of our collaborations. We have a number of elements in our way of working and our process that we know give results. In various ways, we support in the implementation of a customer-driven way of working to create commitment and drive in the improvement work. However, the companies and organizations we work with have different wishes and the support they need in their improvement work varies. Some want us to help in all stages, while some have structured their own process.

You can take part of your company's results by logging in to AktivBo Analytics here.