Turun Teknologiakiinteistöt ranked third best in Finland in a national customer satisfaction survey – the company's most satisfied customers are once again found in ElectroCity.
In the autumn of 2022, Turun Teknologiakiinteistöt participated for the tenth time in the customer satisfaction survey conducted by KTI Kiinteistötieto. The survey examined the satisfaction of commercial real estate tenants with their landlords across 22 real estate investment companies. 148 of the company's customers responded to the Turun Teknologiakiinteistöt section of the survey.
Overall satisfaction rose to an excellent level
Overall customer satisfaction with Turun Teknologiakiinteistöt rose from 3.99 to 4.03 on a scale of 1–5, which was the third-best result in the entire data set. Customers were most satisfied with the rental relationship, giving it a score of 4.13 compared to the benchmark average of 3.95. The company's maintenance services achieved the best result in the comparison at 3.97, while the overall survey average was 3.79. For the premises, the respondents gave Turun Teknologiakiinteistöt a score of 3.96, placing the company just above the benchmark average.
The most satisfied customers of Turun Teknologiakiinteistöt were found in ElectroCity, where the overall satisfaction average was 4.11. Respondents from TriviumCity and PharmaCity also gave high ratings for overall satisfaction, 4.10 and 4.07.
93 percent of respondents would recommend Turun Teknologiakiinteistöt.
– Year after year, the most satisfied customers are found in ElectroCity, which is largely explained by the fact that many of the respondents in ElectroCity operate at Werstas, where services from cleaning to coffee and internet are included in the rent. On the other hand, it is also interesting that customer satisfaction with the premises is not directly related to how new the building is; you can be just as satisfied in a brand-new space as in an older one, explains Annika Pakula, Customer Account Manager at Turun Teknologiakiinteistöt.
The proportion of promoters increased from last year
54 percent of respondents would actively recommend Turun Teknologiakiinteistöt, compared to the benchmark figure of 44 percent. 39 percent of respondents would recommend the company passively. Seven percent of respondents held a critical view of the company.
The Net Promoter Score (NPS), which is the number calculated by subtracting the percentage of critical respondents from the percentage of active promoters, also grew among Turun Teknologiakiinteistöt's respondents from 47 last year to 48. In the benchmark data, the average Net Promoter Score was 34.
– An increase in the recommendation index from an already very high 47 to 48 is of course a great thing! However, there is always room for improvement, and we strive to constantly develop our operations and better meet the needs of our customers. We are also happy to hear feedback outside of the customer satisfaction survey, so please feel free to contact us whenever you feel like it, says Tinet Santalahti, Customer Account Manager at Turun Teknologiakiinteistöt.
Space requirements remain unchanged
The survey also asked for respondents' estimates of how their space needs would change over the next two years. Of Turun Teknologiakiinteistöt's customers, 10 percent estimated that their needs would grow significantly, a quarter believed their needs would grow somewhat, 47 percent saw their needs remaining the same, and 15 percent estimated their space needs would decrease either somewhat or significantly. The figures were almost identical to the 2021 numbers, with only the group whose needs remain the same growing by one percent.
Sustainability issues were emphasized slightly less by Turun Teknologiakiinteistöt's customers than by the respondents in the benchmark data. A third of Turun Teknologiakiinteistöt's respondents considered them very important, 39 percent important, and 17 percent somewhat important, while in the benchmark data, the figures were 38, 39, and 14 percent respectively. On the other hand, Turun Teknologiakiinteistöt's customers were more satisfied with the company's sustainability than the benchmark respondents; as many as 82 percent were satisfied with the company's sustainability activities, whereas 69 percent of the benchmark respondents were satisfied.
– The results of the survey were overall very good. There are always small pain points, which is natural and keeps the mind sharp when there is also room for improvement. It is a great way to start the new year 2023, Pakula and Santalahti conclude.