Residential Real Estate

A consolidated picture of what European tenants think

We have analyzed what tenants across Europe think of the service and management their landlords provide. The report is based on answers from 518,042 tenants across 265 individual tenant satisfaction surveys in 13 countries, where we have compiled the industry’s development, challenges and trends.

Among other things, you will find:

• What drives tenant satisfaction, and which touchpoints move the Service Index most — overall and region by region
• Why contact and the relationship are the decisive factors in keeping tenants, and where follow-through breaks down
• What a one-percentage-point rise in satisfaction is worth, modeled across a 15,000-apartment portfolio
• Differences in service and product experience between private, municipal and cooperative landlords
• How sustainability continues to be a competitive factor
• Industry averages for all five indexes and NPS, with regional benchmarks from Sweden (82.2%) down to Benelux (66.8%)