What Makes a Survey Work? A Look Into AktivBo’s Proven Methodology

At AktivBo, surveys are not just a box-ticking exercise – they’re the cornerstone of understanding and improving tenant experiences across the real estate industry. Our approach goes beyond generic survey templates or occasional questionnaires. Instead, we focus on giving every tenant a voice, generating meaningful dialogue, and turning feedback into results you can see.

AktivBo’s survey methodology is rooted in the “democratic principle” – every tenant has an opportunity to be heard. Achieving a high response rate is more than a numbers game; it proves engagement not only from tenants but across the entire organization. Staff know that the feedback truly reflects their properties, offering them clear, reliable input from those who matter most. The key isn’t just to send out surveys or to do so frequently – it’s about asking the right questions, reaching tenants in the right way, and presenting results in a format the whole organization can use.

Unlike generic survey tools, AktivBo’s method has been refined through decades of collaboration with real estate and housing companies. Every detail, from how we formulate questions to the structure of the surveys and the design of the answer scales, serves one goal: to deliver the most relevant, actionable insights for our clients.

The Right Questions, in the Right Way

It’s not enough to avoid leading or biased questions. What matters most is ensuring tenants relate to the questions being asked. Sometimes, that means prioritizing questions that are more meaningful to the tenant than to the property owner because engagement starts with relevance. Even simple “comfort questions” can play a vital role in encouraging tenants to participate fully. Our experience shows that these details are key to unlocking genuine, representative feedback.

Why Our Response Rates Stand Out

AktivBo consistently achieves significantly higher response rates than others in the real estate industry – the 2023 average was 61.4%*. That’s no accident. Below, we highlight just a few of the strategies that make the difference.

Customer Communication

Tenant surveys aren’t about selling more – they’re about empowering people to shape the places they live and work. We partner with clients to communicate the value of every survey, explaining why the feedback matters and what it’s used for. By closing the loop – thanking participants, sharing results, and updating tenants with planned improvements – we continually strengthen engagement and trust.

Survey Design

A clean, user-friendly survey is a must, but real impact lies in thoughtful design. Rather than front-loading the landlord’s priorities, we carefully introduce surveys so tenants feel at ease and ready to share honest feedback. Even hard-to-improve issues like layout or furnishing questions are crucial, because tenants care about them most. This structure delivers higher participation and genuine responses.

Question Formulation

Crafting clear, neutral, and concise questions might seem straightforward, but it’s an area where even experienced companies stumble. Thoughtful wording makes all the difference, ensuring tenants can quickly grasp and respond to each question.

Response Scales

Depending on the survey’s purpose, we use a range of response scales: CSAT, NPS, 5-point, and 10-point options. However, our proprietary ordinal 4+2 scale underpins our methodology and is proven to deliver the best response rates. Importantly, it removes the “middle option,” so tenants need to actively select "no opinion," "don’t know," or "prefer not to answer." This subtle change prompts more considered responses and results in richer, more actionable feedback—including a higher rate of written, open-ended comments.

Free-Text Feedback

Open-ended comments are central to our method, enabling tenants to elaborate, justify, or explain their answers in their own words. Roughly 80% of respondents make use of this option. These responses help interpret numerical data, validate survey quality, and highlight areas for real improvement. They’re also invaluable for clients looking to understand not just “what,” but “why” tenants feel the way they do.

Embracing the power of AI, we’re now able to rapidly analyze these free-text responses at scale. Advanced algorithms extract core themes and even provide suggested actions, complete with time and cost estimates—directly from tenants’ feedback. By tapping into tenants’ own words, we generate the clearest picture of priorities and actionable change.

To ensure everyone in an organization can safely use these insights, our “clear text reading” service anonymizes personal data, minimizing risk while maximizing impact for improvement initiatives.

Response Channels

We make it as easy as possible for tenants to respond – offering an array of channels, from web portals and SMS to mailed surveys and in-person interviews. Each client can choose the mix that best suits their tenants. We also work closely with real estate partners to integrate surveys within resident and property management apps, further increasing participation.

Effective Reminders and Timing

With over thirty years in the industry, we know exactly when and how to reach out to tenants. We’ve learned that setting deadlines for responses can actually decrease participation, and that incentive schemes or lotteries aren’t as effective as you might expect when it comes to home or workplace-related surveys.

Discover how our approach sets us apart here.

*2023 Customer ScoreCard Residential for Sweden