Tenant satisfaction is changing: Digital tools are revolutionizing rentals!

Tenant satisfaction is changing: Digital tools are revolutionizing rentals!

Tenant satisfaction has become increasingly important in the housing industry in recent years. The fluctuation rate used to be the benchmark for measuring tenant satisfaction. But with increasing digitalization, landlords are now increasingly relying on digital tools such as tenant apps to collect opinions and moods. According to a report by Haufe, landlords are increasingly using specialized companies or their own digital options to survey their tenants, which is having a lasting impact on the industry.

Michael Neitzel from Neitzel Consultants highlights that there is a noticeable increase in customer surveys in the housing industry, although the euphoria in the industry remains limited. Landlords can be divided into two categories: the courageous actors who dare to produce unadulterated results, and the fearful ones who often stick to preconceived measures. According to surveys, “courageous landlords,” on the other hand, show that they are willing to implement real changes, which in turn has an impact on tenant satisfaction.

Survey methods and strategies

The methods for surveying tenants are varied. They range from classic on-site surveys to digital self-surveys. There is a clear trend towards written surveys with online participation, even if telephone surveys are still preferred. It can be seen that tenant satisfaction depends less on customer service and is more influenced by the quality of living and the living environment. Basic factors such as how we deal with garbage and the social situation in the house play a central role.

Another important aspect is that modernizations are usually financially expensive and often difficult to implement. The “apartment” product has a higher priority than housing with additional services. Landlords are therefore required to carefully analyze their tenant structure and make appropriate improvements to the living environment in order to increase satisfaction.

Advice and recommendations for action

In order to increase tenant satisfaction, it is advisable to identify quick wins, i.e. improvement measures that can be implemented at short notice. When landlords commission survey companies, they should pay attention to a sound methodological concept in order to obtain reliable data for the further development of their services. Regular, larger surveys every two to three years are recommended.

The Alp Institute adds that the success of housing companies is closely linked to the satisfaction of tenants. Knowledge about satisfaction is crucial for retaining tenants and for the further development of the housing stock. The information gained from this about moving plans and the remaining strengths and weaknesses can also enable targeted improvements to the offer. The evaluation and presentation level can be individually adapted to the needs of the housing company.

The services provided by specialized companies include, among other things, the conception of questionnaires, various types of surveys such as written, telephone or online surveys as well as the derivation of concrete recommendations for action and optimization options.

Overall, it can be seen that the digital transformation in the housing industry is gaining momentum. Companies willing to use these tools can hope to improve tenant satisfaction in the future. They are increasingly relying on digital customer portals that are available around the clock, even though many are still at the beginning of this development. The trend is clear: in the future, tenant satisfaction will be even more central to corporate strategies.

For more information on trends in tenant satisfaction see Haufe and Alp Institute.