TYS sent out a customer satisfaction survey in April 2018. There were 1 745 answers, with the answer rate being 28.7%. The scale used in the survey was 1–5, with 1 being the weakest score and 5 the best. The survey link was sent to residents by email. Gift cards worth 50 euro were raffled to 10 winners, who have been personally notified.
Grades received by customer services were slightly higher on all areas, and the overall grade for customer services was also somewhat better at 4.05 (3.99 in 2017). Open feedback emphasized how friendly, understanding and professional TYS’ customer service is. Negatives mainly included the occasional inconsistencies in the quality of service, and how questions may be answered by multiple people at once. The latter issue will be looked into by TYS in order to make practices and answers given to customers more uniform.
The average grade for customer service at the office was 4.21. Overall, respondents did not have many complaints. The main target of critique was long waiting times during move-in days. Customers were fairly satisfied with the office’s business hours. The most common request was to have the office be open for longer on a regular basis, not only on move-in days. The possibility will be looked at during the coming autumn.
The phone service received a grade of 3.79, while the email/text message service’s was 3.96. Both improved a bit on the previous year. The phone service was criticized especially for slow call-backs. Feedback regarding the email service was mostly related to delays in answering. Both issues have already been given attention, and according to our customer promise, we will try to handle matters at the latest during the following day from receiving notice of them.
All areas of resident communications received slightly higher or similar grades as in 2017. The biggest improvement was the resident newsletter, whose new average rating was 4.01 (3.83 in 2017). The resident newsletter system has been renewed. Their appearance was said to be clear, and the content informative.
The grade for the TYS.fi website was 3.81, which is slightly higher than in 2017. Navigating the website was considered difficult, and information hard to find on it. Residents wished for more information on how internal transfers work in practice, as well as better visibility for the link for signing in to the residents’ pages. The answers also called for more pictures of buildings and apartments. TYS is commencing a redesign of its website. Feedback from the customer survey will be utilized as a guideline in renewing the site.
Feedback regarding resident communication also called for maps of buildings, which can currently be found on the residents’ pages.
Real estate communications
The majority of respondents (80.1% / 77.2% in 2017) felt they had received enough information about repair work performed in their building or apartment, and well in advance (45.0% / 37.6% in 2017). Open feedback often mentioned problems that came up in informing about condition inspections that were performed last year. Another problem was communication regarding defect notifications made based on the inspections. The delay between the inspection and repairs was long, and the repair visits were not always notified of in advance. When the problem was identified during last autumn as processing of defect notifications became congested, TYS made changes to its practices regarding defect notifications related to the condition inspections. Residents were also notified of the repair dates in advance.
Nearly 98% of respondents had used the Tampuuri residents’ pages (95.9% in 2017). Like last year, the pages were mainly used to reserve sauna bookings, parking spots and warehouses (73.8%) and to submit defect notifications (69.6%). The residents’ pages’ usability received a rating of 3.68, which is a slight improvement from last year.
The residents’ pages were generally considered informative and the services sufficient. Some respondents had ran into problems when trying to log in using certain web browsers. The issue is under investigation. The appearance and the entire menu structure of the residents’ pages have gone under redesign, and the new version is sure to address these challenges as well.
Respondents also commented that signing into TYSBooking requires too many clicks. The issue has been reacted to already in spring 2017, and the sign-in link was moved to the residents’ pages‘ front page. However, informing about the change has apparently not reached everyone, meaning we will continue to inform about the matter.
Apartment upkeep and maintenance
Respondents were asked to evaluate their own apartment’s condition on a scale of 1–5, with 5 being excellent. The average grade was 3.92 (3.89 in 2017), with 72.7% of respondents having chosen a score of 4 or 5 (70.6% in 2017).
Like last year, residents were satisfied with responses to defect notifications, with the average grade being 4.16 (4.15 in 2017). Open feedback mainly praised fast processing of defect notifications and the maintenance staff’s friendliness. Comments about the defect notification form mentioned that it does not work with all web browsers or mobile devices.
The portion of respondents who have opted for a home insurance once again increased from previous years. This year 73.9% of respondents had taken out a home insurance (72.6% in 2017).
The condition and maintenance of outdoor areas were given a rating similar to last year’s (3.66 / 3.67 in 2017). Likewise, waste management also received a similar grade as before (3.84 / 3.88 in 2017). However, open feedback featured repeating comments of litter on the yards, filled-up trash bins and items left at the waste collection points. In regards to winter upkeep, the varying quality of snow-ploughing and sanding was criticized. Many also requested sand to be removed faster in spring.
The recycling numbers of separately collected waste components remained similar to last year. Respondents reported to have recycled more organic waste (54.8% / 50.2% in 2017) and plastic (29.7% / 19.8% in 2017) than last year. Most buildings received collection bins for plastic only in spring 2018, meaning that plastic recycling is still a new thing.
Parking spot reservations and their invoicing began using the eParking system at the beginning of the year in the western student village, Nummenranta, Ikituuri and the Student houses. Parking control is free for TYS. The system was found to be functional (3.60), with residents of the Student houses being the most satisfied with it (4.21).
Rent and invoicing
Respondents considered TYS’ apartment pricing more affordable than last year. The average grade was 3.77 on a scale of 1 (expensive) to 5 (affordable) (3.55 in 2017). The level of rents was found affordable especially since rent includes water, electricity and internet. There was some negative feedback about the level of rents in family apartments. It was considered to be close to the general market level, but respondents thought the quality of apartments did not match the pricing. The average grades from building to building were more even than before, and there were no clear differences between buildings.
Around half of the respondents (47.1%) considered themselves aware of resident’ committees and what their duties include. However, only 17.6% of respondents had participated in activities organized by a residents’ committee.
Sufficiency of the residents’ committees’ informing was given an average rating of 3.21 (3.03 in 2017). Residents’ committees have been informed of ideas and development suggestions regarding resident activities.
TYS’ general evaluation
Residents were asked about their opinion on the condition and quality of TYS’ apartments in comparison to other apartment offerings in Turku. TYS received an average rating of 3.86 (3.79 in 2017). There were not many building-specific differences in this regard. The average grade from residents of Haliskylä, Henrikki, Ikituuri, Iltakajo and the Student houses was higher than 4.
TYS received an overall rating of 4.07 from respondents (4.02 in 2017), with 98.2% of respondents being willing to recommend TYS’ apartments to their friends (97.3 in 2017). Once again, there was not much difference between buildings regarding this rating.
Common development suggestions included a more transparent apartment queue system. In addition, many respondents wanted to see improvements to the quality and coziness of apartments, as well as the construction of one-bedroom apartments.
Big thanks to all respondents!