Direct recommendations from tenants: Tenant satisfaction survey for Swiss Prime Investment Foundation

Successful property management largely depends on tenant satisfaction. This makes it essential for real estate companies to regularly review tenant satisfaction so they can subsequently make suitable adjustments to the catalog of measures they intend to carry out. To support obtaining information about tenant satisfaction, LINK offers residential and commercial tenant surveys. These are full-service tools with established processes and professional expert advice developed in collaboration with Swiss Life Asset Managers, UBS Fund Management (Switzerland) AG and Livit AG Real Estate Management. In February and March 2022, LINK carried out a tenant satisfaction survey for Swiss Prime Site Solutions AG on behalf of the Swiss Prime Investment Foundation. It also developed appropriate measures to improve tenant satisfaction and tracked the effectiveness of these measures.

Full-service survey and management by LINK

Based on various aspects, the tenants provided information about their satisfaction with their apartment, property management and janitor services. The survey also included questions about the tenants’ willingness to recommend the apartment and the property management services; in addition, the tenants were asked to estimate the rental and service charges.

The property management company made initial contact with the tenants by e-mail informing them about the upcoming online survey and announcing that LINK would be sending details so that they could access the survey.  LINK also explained about the incentive offered by its client and distributed this to the winners on conclusion of the survey. This led to a substantial return rate of almost 50%.

Insight into current results and filter options to derive measures

For example, the results of the survey showed which regions in Switzerland should be prioritized to increase satisfaction and which aspects were above and below the benchmark. With regard to the apartments themselves, tenants were very satisfied with the floor plan, the comfort and the features. Tenants were asked to assess the indoor and outdoor areas and, for example, specific seasonal aspects, such as the temperature inside the apartments when the weather was very warm and how dry the air was during the winter months.

Based on the results of the survey, Swiss Prime Site Solutions AG has already initiated various measures in areas such as investment and maintenance. Thanks to the interactive dashboards in the tool, the client has a continuous insight into the latest results of the survey and can filter them intuitively as required. “The dashboard is very intuitive and we can access the results easily, which increases the benefits of the tool,” says Daniel Moser, Head Portfolio Management Swiss Prime Site Solutions AG. The data in the dashboard is also being used intensively with regard to management. Based on the open comments from the tenants (either anonymous or not, depending on the participants’ preference) it is possible to create and manage various measures.

With its sound knowledge of the real estate sector and the expertise gained from many surveys of (commercial) tenant satisfaction, LINK is the ideal full-service partner for real estate owners and property management companies. Would you like to discover which aspects in your processes and contact with your customers could be optimized? Contact us to arrange a meeting where we will explain how we can help you.

An overview of the study

Method: online survey with customers’ addresses

Population: 546 tenants of the Swiss Prime Investment Foundation

Study period: February 14 to March 15, 2022