Balder

A home is a big part of one’s everyday life and so it is important that everything works. Despite good local knowledge, customer feedback is extremely important, as it helps us to see things that we ourselves may not see. If we do not measure and follow up on what our tenants think, we can not act on it and get better. I would say that it is very important for the real estate industry to work with feedback and data.

Caroline Gård, Customer Relationship Coordinator at Balder

In Netigate’s platform, Balder works daily with different types of surveys to map how satisfied customers are and to capture their needs. In the tool, they can create surveys that are used centrally for the entire company, and in this way work uniformly with customer feedback to make sure that they are as satisfied as possible. They do, among other things, recurring surveys, ad hoc surveys and surveys for new production projects. Recurring surveys help Balder compare results over time and area. When it comes to ad hoc, for example, there may be an order from a manager who wants to measure customer satisfaction immediately after a case has been resolved to see if it has yielded results.

Customer surveys give Balder an increased understanding of what is important to the tenants and how they can drive the company’s improvement work. The feedback gives Balder important insights, particularly free text answers which allow tenants to give qualitative feedback and suggestions for improvement.

Balder is also able to track answers and comments in real time, which makes it easy and efficient to act on critical issues and problems as soon as possible. After surveys are completed, Balder also compiles the results and sets up action plans based on data and feedback from customers. The result is thus used as a valuable basis for decision making in the organisation, with the aim of offering housing, premises and areas with high level of well-being and security.