Customer satisfaction survey: results tenant satisfaction survey
Woonbedrijf considers customer satisfaction very important. To gain insight into how tenants experience our services, we have prepared a survey in collaboration with Citiens. We sent it to all tenants with last May's newsletter. The survey was completed by 25% of the tenants, which of course makes us very happy.
The survey covered the following areas and we would like to briefly explain the results. If you would like to receive the entire report, please request it from the Woonbedrijf at nl
- Housing, living environment and sustainability
Most tenants who completed the questionnaire are satisfied with their home and neighborhood. Both receive a more than satisfactory rating. However, there are also specific things tenants are less satisfied with. For example, 4 out of 10 tenants feel that the insulation of their house is not good enough. About the neighborhood, tenants are least satisfied with noise pollution and garden maintenance. However, many tenants are happy that they feel at home in the neighborhood and that they have good contact with their neighbors.
Many tenants think it is important that Woonbedrijf makes their homes more sustainable. They would especially like to see floor insulation, cavity wall insulation, double glazing / HR++ glass and roof insulation. - Service
Two-thirds of the tenants who completed the questionnaire had contact with the Woonbedrijf in the past few months. Most tenants were satisfied with this contact.
Almost two-thirds said they were (very) satisfied. The contact was mostly by telephone, or because a Woonbedrijf employee stopped by. In addition, two-thirds of the respondents were also positive about how Woonbedrijf keeps them informed. Tenants indicated that they would like to be kept informed by mail, as they are now. - Participation
Four in ten tenants who completed the questionnaire would like to be involved by Woonbedrijf. A quarter of the respondents feel that they are already sufficiently involved by Woonbedrijf. When asked what tenants would like to be involved in, home maintenance and Woonbedrijf's future plans came up the most.
Spearheads
Woonbedrijf is pleased to see that the tenants who completed the questionnaire are generally very satisfied. And we are already working or will be working on the points that scored less well.
For example, Woonbedrijf is working hard to meet the sustainability requirements for housing. We are even ahead of the set targets. A certified consultant manages the energy labels of Woonbedrijf's rental properties. They have investigated how Woonbedrijf can improve the energy efficiency of all homes.
After this, Woonbedrijf got to work. Woonbedrijf started with the houses that are older and less energy efficient.
Woonbedrijf is going to more than meet the sustainability requirements for the homes. This is good news for the residents, as living comfort will increase and energy costs will decrease.
In addition, housing counselors are working to Map garden maintenance in the various neighborhoods and address or provide information to tenants about it.
Furthermore, tenants may experience noise pollution. This can be very annoying. Sometimes this nuisance is unlawful, but not always. On our website Neighborhood Nuisance you can read what to do in case of nuisance.