How we do it

By conducting a survey; in other words, asking customers what they think and what they find is important. But the work does not stop there.

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.

We have seen too many cases where companies are happy and proud that they sent out a survey with a few questions and then hoped that improvement work would gain momentum by itself. Numbers on a piece of paper solve nothing. People solve problems. Of course it is absolutely essential to carry out a survey to get a picture of what customers/the target group feels, think and wants.

However, one must ensure that something "happens" after the survey is completed. 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 project planning and market research to implementation. AktivBo's process can also be applied to existing and already completed surveys.

Project planning

Research / Survey

Analysis, goals and action plans

Implementation

Project planning

  • Anchored in the steering and working group
  • Project and time management
  • Organizational structure – results breakdown
  • Organization – prepare for the presentation of results and future improvement work

Research / Survey

  • Survey production and/or review of previously completed surveys
  • Determining the survey frequency (e.g. partial, whole or ongoing/continuous data collection)
  • Implementation
  • System Support – application development/loading data into existing systems

Analysis, goals and action plans

  • Results presentation organization (management/steering group + employees)
  • Quantitative and qualitative analysis
  • GAP Analysis: matching of self-image and reality
  • Non-response analysis
  • Anchoring and training: work in a customer driven manner – how to get the most out of the results
  • Management/steering committee workshop: development of goals, goal simulations and priorities
  • Employee workshop: development of action plans and specific measures in the short and long term

Implementation

  • Determination of the reporting structure
  • Realization
  • 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

Surveys

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.

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 Questionnaire - 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

Service index

Service index captures what customers experience in the “moment of truth” in meetings with the company’s employees, products and services. This will measure whether customers feel themselves taken seriously, if conditions are safe and secure, clean and tidy, as well as whether the customers get the corrective service they request.

Produkt index

Product index refers to features of the apartment/premises and property in general, both indoors and out.

Profile

Profile contains brand-related questions, for example such as whether they would consider recommending their landlord.

Attractiveness

The customers’ own collective assessment of the situation, the availability of services and the area’s reputation.

Value for rent

Do the customers/tenants get value for their rent, are the services for customers worth the price?

Trend

Captures how customers perceive developments in the past year.

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.

Collaborations

  • Municipal and private housing and real estate (residential property and commercial premises)
  • State owned companies
  • Regions
  • Tenant-owners associations
  • Architects
  • Construction companies

Type of survey

  • Comprehensive real estate (residential property and commercial premises)
  • Plumbing replacement
  • Reconstruction
  • New developments
  • Moving in/out
  • Mergers and acquisitions
  • Employee
  • Feasibility studies (before new construction)
  • Additional services/household services
  • Brand
  • Waiting list

Index

  • Service index
  • Product index
  • Profile
  • Attractiveness
  • Trend
  • Employee index
  • Branschindex / Industry index
  • NKI/CSI

Data collection/response possibilities

  • Postal/printed questionnaire
  • Digital: email/text message – responsive online questionnaire (cellphone, tablet)
  • Automatic: integration property management system (PMS)
  • Telephone interviews
  • Personal interviews
  • Focus groups

Questionnaire distribution

  • To the entire target audience or parts thereof (e.g. half/one third) at one time
  • Sample/selection
  • Ongoing/continuous (daily, weekly, monthly, quarterly)
  • Combination of zero measurement + ongoing /continuous

Language

  • All inquiries can be offered in the desired language.