The Tenant’s Voice – a Strategic Asset in a Partly New Reality

In a time when the real estate industry faces growing demands for transparency, sustainability, and economic efficiency, the question of tenant satisfaction has become business critical. Net operating income, vacancy rates, and financing are increasingly affected by how real estate companies are perceived by their tenants — for both residential and commercial real estate.

For professional real estate companies, it is no longer a question of whether to work with structured tenant feedback — but how. Against this backdrop, AktivBo has, over the past 30 years, developed a unique method for measuring and acting on tenant feedback. Our approach has led to our services being requested in more than 20 countries, including the USA, the United Kingdom, Germany, the Netherlands, Sweden, Denmark, Finland, Australia, and Brazil.

Measurement that drives change — and results

Real estate companies around the world face similar challenges:

• How can they build long-term trust with tenants?
• How can they strengthen relationships at key touchpoints, such as move-in, fault reports, or tenant customization and renovations?
• How can they ensure their investments deliver the right impact — both socially and economically?

As demands from tenants and investors continue to rise, systematic feedback becomes a crucial foundation for prioritization and action. By measuring experience throughout the entire customer journey — and translating insights into tangible improvements — real estate companies can not only strengthen their brand, but also influence key metrics such as vacancy rates, operating costs, and property value.

ESG and GRESB: Measurable sustainability that affects capital

A key factor behind our international growth is the connection between tenant satisfaction and sustainability reporting. AktivBo is now an official GRESB Solution Provider, meaning our surveys, tools, and processes are designed to support up to six points within the GRESB framework, for example:

• TC2.1–2.2: Measurement and programs to increase tenant satisfaction
• TC5.1–5.2: Tenant health and well-being
• DSE4 & DSE5.2: Community impact and engagement
• RM3.1: Social risk management

It’s not just about “reporting correctly,” but about generating real results that make a difference — both in the properties themselves and in the annual report. Many of our clients use GRESB to improve financing conditions, reduce capital costs, and attract ESG-focused investors. In short, measurement contributes to tangible financial ROI.

Local presence — global knowledge

Our international growth is driven by a clear purpose: improving quality for tenants through data-driven decisions. Whether it’s a healthcare property in Toronto, offices in London, or residences in Berlin, the need is the same: relevant feedback, in real time, that leads to meaningful change.

This is exactly where AktivBo makes a difference. By combining industry-specific benchmarking, AI-driven insights, and locally adapted tools, we help our clients do the right thing, at the right place, at the right time — regardless of country or property segment.