“With the new method, we will continuously ask all our customers questions. Because we can customise the questions, we’ll be able to ensure direct effects on Fabege’s improvement work. We will receive a more concise analysis of how we operate, based on the customer’s perspective, and implement changes in areas where improvements are needed. We will also be able to continue as usual in areas that are functioning satisfactorily,” says Urban Sjöland, Fabege’s Director of Properties.
The customer dialogue will start in the spring in cooperation with an external partner and replaces customer satisfaction surveys used in the past. All customers will be contacted, but not at the same time.
“When we receive the replies, it’s important that we have time to review all preferences, demands and ideas, and then decide what measures should be implemented and how. Our questions, therefore, will be sent to one group of customers at a time.”
The questions to existing local customers will focus on everything from opinions regarding our service and the quality demands customers place on our properties to impressions of their neighbouring environments.
As for new customers, such as those who have recently experienced construction projects designed to get new premises ready for occupancy, other questions will be more interesting. How did the reconstruction project proceed in cooperation with Fabege? Was communication satisfactory? Were expectations met?
“It’s important, of course, to bear in mind that all preferences and wishes are not included in Fabege’s areas of operation. If a customer wants better public transport service, for example, that’s not something that Fabege can provide. We can take part and exercise some influence, however, and naturally do everything we can through efforts to initiate cooperation with the community and other cooperation partners, for example,” says Urban Sjöland.
The most important aim of the customer dialogue is always to ensure that results benefit our customers. By constantly asking, listening, implementing changes and getting back to the customers, Fabege will become an even better landlord and service provider.
“We want to make everyday life better and simpler for our customers. Our goal with the new method of conducting a dialogue with customers is to generate better basic information for use in our continued improvement work. And, ultimately, more satisfied customers.”