Sending surveys to tenants is a central part of the work to improve the living environment, increase security, and develop service and treatment. But no matter how well formulated the questions are, the survey is pointless if no one responds. For a tenant survey to be reliable, a high response rate is required, and even more importantly, those who start the survey must also complete it.
Communication before, during, and after distributing the survey plays a decisive role. AktivBo's method is based on more than 30 years of experience with tenant surveys and clearly shows: when tenants are informed in advance about what to expect, why it is important to participate, and how their responses will be used, response rates and completion rates both increase.
AktivBo's Best Tips for Effective Communication
1. Explain the Purpose of the Survey
Briefly describe why you are conducting the survey, for example to improve the fault reporting process, enhance security in the area, raise the service level, or monitor how well maintenance works. Tie the purpose to the tenant's daily life.
2. Create Confidence in Anonymity
Anonymity is valuable in many types of surveys, but not always. If anonymity is used, it is important to clearly state that responses will be treated confidentially and that results will be reported at property, area, or unit level, not in a way that traces back to any single respondent.
3. Be Clear About When and How the Survey is Sent
To maximize response rates and build trust, communicate clearly about how the survey is sent. Inform tenants well in advance about when the survey will be sent (indicate a clear date or time period so tenants know when to expect it), how long the survey is open and when the deadline is, which channels will be used such as email, SMS, tenant portal, or postal mail, and how long it takes to complete. Providing a realistic estimate, for example "takes about five minutes," lowers the threshold for participation.
By being transparent with this information, you increase the likelihood that tenants perceive the survey as serious, relevant, and worth prioritizing. It also helps avoid misunderstandings and raises engagement, which in turn leads to higher response rates and better data quality.
4. Use Multiple Communication Channels
SMS, email, postal mail, tenant portal, or app: the more channels you use to distribute the survey, the better reach you get. This leads to a higher response rate and is especially important if your contact information is of low quality. By combining different channels, you increase the chance that the tenant will actually be reached by the survey.
5. Inform Internally Within the Organization
Do not underestimate the importance of internal anchoring before launching a survey. Everyone who interfaces with tenants should be informed about when the survey is sent, what its purpose is, and which questions will be asked. Tenants often turn to the personnel they interact with most if they have questions about the survey.
When those employees are well-informed, they can answer common questions accurately, increase trust in the survey by showing engagement, remind and encourage participation during their daily interactions with tenants, and contribute to a shared understanding of the survey's purpose throughout the organization. Be clear about how you communicate internally about the survey, whether via staff meetings, internal memos, or email. This is an important part of preparation and increases internal ownership of the subsequent improvement work.
6. Use Plain Language
To reach broadly and get relevant answers, the survey must be easy to understand regardless of a tenant's background, language level, or previous experience. Use plain language: simple, clear, and adapted to the recipient. Avoid technical terms, abbreviations, and internal jargon that may create uncertainty. Write short and clear sentences, use everyday words your audience understands, formulate questions neutrally without value-laden expressions, and maintain a friendly tone that encourages participation.
7. Show That Responses Lead to Change
To build engagement and trust, it is crucial to show tenants that their opinions truly matter. Provide feedback on what has been done based on previous surveys, covering both major initiatives and smaller day-to-day improvements. Concrete examples might include introduced procedures at entry to new premises, improvements to the fault reporting process based on tenant feedback, increased cleaning in communal areas, or clearer information regarding space modifications. Such examples show that you listen, act, and prioritize tenants' needs, which in turn increases willingness to participate in future surveys. A clear follow-up strengthens your image as an engaged and accountable property owner where the tenant perspective is central.
8. Avoid Pressure, Create Curiosity
Use an engaging, positive, and inviting tone in your communication. The focus should be on participation, not demands. When the tenant feels their voice matters and that participation is voluntary but meaningful, both response rate and trust increase.
Why Communication Is Worth the Investment
Investing in clear communication around your tenant survey increases both response rates and completion rates, creates clarity and confidence for tenants, and reaches more people by combining multiple channels. It leads to better and more representative data, strengthens the relationship between property management and tenants, and lays the foundation for correct prioritization in the improvement work.