A process to "make it happen"
To achieve lasting improvements one must work continuously to do the right things in the right places. One must take into consideration the views and preferences of business management and work according to clear goals and action plans. We call this a customer-driven approach.
It is absolutely essential to carry out a survey to get a picture of what customers/the target group feels, think and wants. Equally important is to make sure that the improvements actually happen as the survey results come in. The companies and organizations we work with have different desires and the support they require in their improvement work varies.
Some want us to help in all stages while some have structured their own process. This is less important to us. Our goal is satisfied customers.
Below is a selection of the constituent elements of our work that we know produce results. From planning and realization to analysis and implementation. Depending on arrangement and survey type, one or several of the elements below is incorporated. All steps in the following project phases are done in close cooperation with the housing / real estate company. AktivBo's process can also be applied to existing and already completed surveys.
- Anchoring in working/steering group
- Organization and allocation of responsibility (working/steering group)
- Review of previously completed customer surveys
- Project plan and time schedule
- Organizational structure, desired coding/analytical breakdown of results
- Technical set-up – integration API
- Questionnaire design
- Customer communication
- Selection/Organizational structure; mailshot distribution planning
- Organization – prepare for results presentation and upcoming improvement work
- Planning training activities
- Survey preparation and/or review of previous surveys
- Determination of survey frequency (e.g. parts, whole or continuous data collection)
- List/address processing, respondents
- Survey/data collection: digital (SMS/email), postal/delivery if any
- Reminder management (bounce rate/returns management)
- Ongoing support/response rate
- Continuous processing of data/responses
- Ongoing/continuous presentation of results in analysis tool
- Digitally reported free-form text responses with full searchability
- Anchoring and training
Analysis and reporting
- Quantitative and qualitative analysis
- Best Practice
- GAP analysis (matching of self-image/reality)
- Sentiment analysis
- Loss analysis
- Results presentation organization (management/steering group + employees)
- Anchoring and training – working with a customer-driven approach
- Management/steering group: goals, goal simulations and priorities
- Organization/employees: action plans and concrete actions in the short and long term
- Written reports (PPT)
- Recommendations for continuity of improvement work
- Determination of the reporting structure
- Follow-up of action plans and specific measures: at the company level, district level and property level
- Coaching of the administrative organization
- Communication and feedback of results and action planning to customer
- Continuous follow-up
Basis for performance management
Successful housing and real estate companies which manage apartments and commercial premises, see themselves to a great extent also as service companies. That is, they have moved the focus from the buildings to the customers who live or work in them. The real estate companies that really manage to have many satisfied tenants have also discovered that it is profitable to take care of their clients.
Everyone is a winner when people feel comfortable and feel good, whether at home or at work. In order to achieve a high level of customer satisfaction one must create a good customer dialog. A good start is therefore to listen to customers' views and desires. Using surveys you can capture what is most important to customers in a structured way and then act upon the answers.
Customer journey mapping
Many of the housing and real estate companies we work with have defined their own customer journey. The aim is to identify and visualize the various stages and points of contact a tenant goes through during their complete housing experience. AktivBo currently supports a large number of housing companies in mapping customer journeys. By continuously gauging the tenants’ “touchpoints” with the landlord’s various departments and processes, it is possible to improve each part of the customer journey on an ongoing basis and thereby raise overall customer satisfaction in both the short- and long-term.
Integration – automated measurements
The continuous and ongoing surveys are often activity-based. This necessitates an integration between the systems of AktivBo and the housing/real estate company. The integration is realized with the support of AktivBo’s API and enables “trigger-based” questionnaire distribution – for instance, in the follow-up of a fault report.
When the responsible caretaker or contractor has completed a task in an apartment, the event is registered in the system of the real estate company. Via integration, a questionnaire is automatically sent out to the tenant, who can then detail their experience and quality of the work performed. The same applies for customer service calls or moving-in and -out processes.
AktivBo currently supports many companies in following up their customer journey (above) via integrated measurements. Digital and automated via integration.
A survey method that drives improvements
The foundation of our measurement method is to provide a basis for improvement. Not only to provide a measure of customer satisfaction. This means that our way of asking questions and presenting the answers is based upon everyone being able to trust and understand the results. To achieve momentum in the improvement work, measures and actions must make a direct impact and be visible in the results. If an employee is rewarded for having succeeded in improving customer satisfaction on an important issue, it stimulates further work with other issues where a potential for improvement is identified.
High response rate
With a high response rate the result can be broken down to all required levels to ensure that the correct action is taken in the right place. This also provides management staff and employees with a clear result for their properties – and they can be confident that “their” tenants/clients are represented and have contributed.
Standard Questionnaires - enabling benchmarking
Whatever the project we find out what you want answers to. We adapt and tailor the surveys for this purpose. For a number of specific areas, we have had many years of research and worked with industry to develop standard questions, which also form the basis for comparisons internally, between companies and within the industry as a whole.
Based on the fact that a significant proportion of Sweden’s housing and real estate companies continuously measure and compare themselves with our support, we can provide accurate comparisons in a number of different areas based on the standard questions. For example, for overall property management, new construction, renovation, and others. Of course there is always the option to add your own custom questions and desired background variables.
If you wish to run comparisons with other industries, we can also supply other metrics. For example, CSI/NKI
Free-form text answer - the customer's own words
In our surveys, we provide plenty of space for tenants/customers to express their wishes in their own words. The free-form text answers to open questions often contain the customer’s motivation for the check marks in the boxes. Quite simply they describe what they are comfortable with and what they want to have improved. This constitutes a significant improvement basis. We report the free-form text answers to the open questions according to the desired classification. For example at the company, area and the property levels.
Results breakdown by organizational structure
Upon entry, all data are assembled by project and company. We then link the tenants’ responses to the questionnaire to the desired level (division) such as for example company/organization, city, area, building, street address and with the desired background variables. AktivBo has no level restriction on encoding, and can therefore report accurately on the desired levels and background variables.