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We made a huge change – customer satisfaction soared
Accessibility, service speed, proactivity, and staff expertise. These are the things for which Retta Isännöinti is most praised.
“Almost everything has been revamped, from processes to tools”, says Linda Koivunen, the development director who has been steering the change from the beginning.
Initially, the focus was on the basics. Practices were streamlined and operational models were clarified. Tools were developed to support teamwork and make operations as transparent as possible. The organization’s management system and the onboarding model for staff were also revamped.
“Now we have a clear way of operating – Retta’s own model”, Koivunen summarizes.
Customer satisfaction is very important to us. That’s why we invest heavily in utilizing customer feedback, providing prompt customer service, and ensuring authorized professional expertise. The board members of the housing companies we manage give us an NPS score of +61*, which is an excellent score in the service business.
We automatically send a customer satisfaction survey after each service event, which gives us comprehensive visibility into our customers, service quality, and people’s performance. An important part of this process is reviewing feedback and correcting deviations. Our NPS score improved significantly during 2023 and the positive trend has continued into 2024.
The internationally used NPS survey assesses the likelihood of recommendation on a scale of 0–10, and the NPS score can range from -100 to +100. The higher the score, the greater the proportion of our customers who recommend our services.
*April 2024
