How the meravis Immobiliengruppe uses AktivBo Create

The housing company meravis decided to conduct targeted surveys using the self-survey tool AktivBo Create. When introducing and optimizing the service portal, meravis wanted to involve portal users and easily gather feedback from their tenants.

"Create is a quick and easy tool for conducting individual surveys. We had an onboarding with AktivBo at the start and were completely independent in its use afterward," says Clarissa Drygala, Process and Quality Management Officer.

The questionnaire included around 20 questions that meravis created themselves, trying to understand which documents the tenants want to access online and which features particularly appeal to them. At the end of the questionnaire, participants who were not yet users could also be directed to the portal's login page via a link.

meravis decided to combine questions with a 4-point rating scale and single- or multiple-choice options. Once the survey design was completed, it was sent via SMS and email to the tenants. 

"For me, customer service is important and can only be improved by listening to the tenants and applying smart tools that help us understand them in a better way." continues Clarissa Drygala.

After the tenants completed the survey, meravis began analyzing all the responses in AktivBo Analytics, where all results were collected anonymously.

"We received more than 600 responses from the survey, mostly from tenants who want additional features and constructively share their thoughts on customer service. That's what we will now focus on," concludes Clarissa Drygala.

Clarissa’s Tips & Tricks:

• A combination of multiple question types contains a wealth of information and provides a clearer picture.
• Plan good communication in advance – both for feedback and for actions.
• Ensure that you incorporate tenant wishes and feedback.
• Plan additional surveys in advance.
• Always remember: Feedback & communication are the most important components!