AktivBo launches international residential benchmarking report: Satisfaction varies widely across European markets

A key finding of the European Tenant Experience Report 2026 is that nine in ten residential tenants are positive about how on-site staff treat them, but the report also shows wide variation across European markets. The report is based on 518,042 responses to tenant satisfaction surveys conducted in 13 countries.

AktivBo, a leading provider of tenant satisfaction surveys and tenant experience solutions for the real estate industry, has released the European Tenant Experience Report 2026 for residential real estate. Because all 265 surveys use the same standardized questions, landlords can compare their results across organizations, regions and forms of ownership.

Strong service encounters but slow fault resolution

Across all markets, the overall picture is positive: 91.2% of tenants are positive about how the property caretaker treated them. Only 71.9% are positive about the action taken as a result of their contact, and 74.2% about getting the issue fixed within a reasonable time. Tenants' own comments in the surveys confirm this picture: of the 1.35 million comments, fault reporting is the most negative topic, with 72% of mentions negative.

The gap lies in the process: cases that stall without an update are where the tenant relationship erodes and turnover builds up.

Large differences across Europe

Sweden is the only region where more tenants would recommend their landlord than warn others off (Net Promoter Score +3). Benelux (–52) and Other Europe (–56) sit at the other end.

Ownership also matters. On the Service Index, which is based on service-related questions, municipal and cooperative landlords score higher than private landlords, a pattern that holds in every region with enough data to compare.

"The market differences come as no surprise to us, as they largely reflect different approaches to tenant satisfaction and service levels. Swedish housing companies have prioritized tenant satisfaction for many years. They see it not merely as a 'soft value' but as a key strategic KPI that has a positive impact on the bottom line," says Jon Svensson, CEO of AktivBo Group.

From benchmark to action

With a comparable benchmark, results translate into clear priorities. AktivBo supports real estate owners and property managers from measurement and target-setting through to implementation, with results tracked continuously in AktivBo Analytics.

The report is available here.

Key figures

• Service Index: 78.3% overall (from 66.8% in Benelux to 82.2% in Sweden)

• Treatment by property caretaker: 91.2% vs. action taken after contact: 71.9%

• Net Promoter Score (NPS): –3 overall, from +3 in Sweden to –56 in Other Europe

• By ownership: municipal 81.7%, cooperative 81.2%, private 74.5%

• 518,042 responses · 265 surveys · 13 countries · 47.8% response rate

About the report: Results show the share of positive answers on a four-point scale; each survey is weighted equally. bout the report: Results show the share of positive answers on a four-point scale, averaged across projects, with each project weighted equally.

Media Contact:

Susanne Wahlström
Chief Marketing Officer
AktivBo Group
+46 70 14 044 76
press@aktivbo.se
 

About AktivBo

AktivBo is a knowledge and platform-based company that empowers real estate companies to improve customer satisfaction and profitability through data-driven insights. AktivBo’s customer surveys provide a solid foundation for analyzing and managing real estate operations. Today, more than 500 real estate companies across more than 20 countries use AktivBo’s solutions to continuously measure, benchmark, and enhance their performance. AktivBo serves clients in markets including the US, Canada, Germany, Sweden, the Netherlands, Denmark, and the UK.