Werstas customer satisfaction was measured for the fifth time last autumn in a customer satisfaction survey conducted by KTI Kiinteistötieto. A total of 71 Werstas mobile, hot-desk, and office customers responded to the survey.
Praise for customer service, value for money, and location
Werstas customer satisfaction score was 4.2 on a scale of 1–5. The figure was identical to last year's survey. Customers were most satisfied with communication and contact, the efficiency of customer service, and the location. Werstas' value for money was also considered good.
– Werstas membership packages include a comprehensive range of services needed in everyday office life. You don't have to worry about practical matters yourself: weekly cleaning is taken care of, the wireless network works, and specialty coffees are included in the package. Daily tasks are quickly handled with lobby services, says Saija Kivikankare, who is responsible for Werstas customer relations.
Werstas customers have always been very satisfied with both their own spaces and the shared spaces and services. All the spaces currently comprising Werstas, with the exception of the Labs section, have been renovated into contemporary, modern shared workspaces, which also contributes to the high level of customer satisfaction.
The attraction of the Science Park is working
A record-breaking 97% of current customers would recommend Werstas' shared spaces. The Net Promoter Score (NPS) for Werstas customers is 68 (63 in 2022), compared to 36 in the KTI benchmark dataset. This figure is calculated by subtracting the percentage of critical respondents from the percentage of active promoters.
Werstas is well known among the people of Turku and is perceived as a modern working environment in an attractive area.
"Customers attract each other."
– Customers have told us they want to come to us because a certain company is also here. So you could say that customers attract each other. The entire Science Park area is also continuing to develop and grow – a grocery store, hotel, fitness centers, and numerous restaurants enhance comfort. Coworking spaces continue to be attractive, and last summer the newest Werstas opened with a Kalevala theme in DataCity, rejoices Saija Kivikankare.
Interaction with customers
Customer wishes highlighted matters related to furniture and services. For example, phone booths were requested in general Werstas areas where they do not yet exist. More standing desks were also requested. All bookable workstations at Werstas are equipped with electric height-adjustable desks, allowing for breaks from sitting. Open feedback also requested more clarity in recycling instructions, which is currently being worked on.
– All feedback has been reviewed, and now we are considering what can be implemented. We are also making responsible choices; for example, Kalevala and Werstas Joki work well together, and moving between them is easy. A multifunction printer is located in Kalevala, while downstairs in Joki, there is a wider selection of meeting rooms.
– Customer comments, such as "the best place locally" and "full-service house," warm the heart, as they reflect Werstas excellently, says Saija Kivikankare with satisfaction.
Responsible operations and changing space requirements
The customer satisfaction survey also asked about the importance of corporate responsibility aspects and satisfaction with the landlord's performance in corporate responsibility matters. 71% of Werstas customers considered the landlord's responsibility activities very important or important, and 82% of customers perceived the landlord's corporate responsibility as very important or important.
“Space requirements can change and become larger or smaller even in a short time, and we have flexible solutions for changing needs.”
Customers were also asked whether their company's space requirements would change over the next two years. For the majority of customers, the space requirement will remain the same or grow to some extent.
– Werstas always strives to meet this challenge, because space requirements can change to become larger or smaller even in a short time, and we have flexible solutions for changing needs, concludes Saija Kivikankare.
More information: Saija Kivikankare
040 563 6964
saija.kivikankare@teknologiakiinteistot.fi