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NPS with AktivBo – More Than Just a Number

NPS with AktivBo – More Than Just a Number

Measuring tenant loyalty using the Net Promoter Score (NPS) is powerful – but only if the data is used correctly. At AktivBo, we combine NPS with our industry-specific analysis platform and methodology to transform insights into real improvements for both residential and commercial properties.

What is NPS – and what does it mean in real estate?

Net Promoter Score (NPS) measures how likely your tenants are to recommend your property or property management to others. The standard question is: “How likely are you to recommend us to a friend or colleague?” Tenants respond on a scale of 0–10:

•    Promoters (9–10): Loyal and satisfied tenants
•    Passives (7–8): Generally satisfied, but not enthusiastic
•    Detractors (0–6): Dissatisfied or critical tenants

NPS is calculated as:
% Promoters – % Detractors

Segment your NPS by property, region, and tenant type

A single average score won’t tell you where to focus your efforts. With AktivBo Analytics, you can:

•    Break down NPS by property or building
•    Compare different regions or neighborhoods
•    Segment results by tenant type

This reveals where tenant loyalty is strong – and where there’s room for improvement.

Analyze trends over time

A one-time measurement offers limited value. Use the ”Curves” feature in AktivBo Analytics to:

•    Visualize how NPS, index scores, or individual questions change over time
•    Track trends daily, monthly, or annually
•    Determine whether a dip is temporary or part of a longer-term decline

Understanding trends helps you prioritize actions more effectively.

Combine NPS with other indexes and questions

To fully understand why your NPS score looks the way it does, it’s essential to analyze other parts of the survey. AktivBo uses tailored questions and indexes developed specifically for the real estate industry – created in close collaboration with property companies across the country. This ensures relevant, comparable, and actionable insights based on what your tenants truly think.

Examples of key indexes:
•    Service Index – Tenants’ experience with service and customer care
•    Product Index – Overall impression of the apartment and property condition
•    Safety Index – How safe tenants feel in and around their homes
•    Clean and Tidy – Perception of cleanliness and general maintenance

A low NPS doesn't necessarily mean everything is going wrong – it’s often tied to one or two specific areas. By combining NPS with AktivBo’s industry-specific indexes, you can pinpoint where improvements are needed and focus your efforts where they’ll have the greatest impact.

Analyze open-text responses

Product News Update Sept 2025 - Top img DE-1

Open comments often provide the richest insights in tenant surveys. AktivBo Analytics includes AI-powered text analysis, allowing you to:

•    Identify recurring themes 
•    Automatically categorize large volumes of text
•    Spot patterns that would otherwise take hours to detect

This gives you a deeper understanding of your tenants’ real experiences – and the reasons behind them.

Summary – How to use NPS effectively with AktivBo

•    NPS provides insight into tenant loyalty – but must be understood in context
•    Segment results by property, region, and tenant type for greater clarity
•    Monitor changes over time
•    Combine with other indexes to identify the causes
•    Apply AI-driven text analysis to unlock deeper insights from open comments

Want to turn NPS into a real improvement tool?

Contact us at AktivBo to help you transform tenant feedback into smarter decisions and better results.

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