Customer Satisfaction
Every year we measure our customers satisfaction to see where we need to improve as a company. Here you can read more about the results from this year’s Voice of Customers survey.
Service Index
The Service Index is based on questions from four areas. They include whether our customers feel we take them seriously, how they perceive the security, how clean and tidy they feel our buildings are, and whether they get the help they need from us when they need it. We can see from our results that our customers feel positive in all four areas.
| Country | 2022 | 2023 | 2024 | 2025 |
|---|---|---|---|---|
| Sweden | 78.3% | 76.9% | 76.5% | 78.6% |
| Finland | 71.3% | 75.4% | 76.4% | 79.1% |
| Norway | 75.7% | 76.5% | 79.1% | 79.4% |
| Denmark | 68.2% | 73.4% | 72.8% | 74.1% |
| Czechia | 70.8% | 71.1% | 72.6% | 77.2% |
| The Netherlands | 63.1% | 65.2% | 62.2% | 67.8% |
| Germany | 63.1% | 58.4% | 51.5% | 53.8% |
| Poland | – | 84.5% | 87.5% | 87.9% |
| UK | – | 75.2% | 78.1% | 72.1% |
| Group Average | 73.7% | 73.6% | 71.3% | 74.8% |
Help when needed
We work hard to make sure that all our customers get the help they need from us when they need it. This measurement is based on whether the issue is fixed within a reasonable timeframe, the quality of the work, how easy it was to report the issue, and how the property caretaker cleaned up after fixing the issue.
| Country | 2022 | 2023 | 2024 | 2025 |
|---|---|---|---|---|
| Sweden | 85.3% | 83.0% | 81.8% | 83.9% |
| Finland | 75.3% | 78.4% | 84.0% | 87.2% |
| Norway | 81.3% | 81.3% | 84.7% | 85.9% |
| Denmark | 69.0% | 75.6% | 77.7% | 80.4% |
| Czechia | 73.8% | 75.5% | 78.0% | 81.9% |
| The Netherlands | 65.2% | 65.7% | 69.3% | 72.8% |
| Germany | 63.4% | 52.2% | 46.8% | 54.1% |
| Poland | – | 86.3% | 89.4% | 90.0% |
| UK | – | 79.3% | 81.5% | 78.2% |
| Group Average | 78.7% | 78.0% | 76.7% | 80.4% |
Taking our customers seriously
We always strive to deliver a high-quality service to all our customers, and taking our customers seriously is at the very core of Friendly Homes. This measurement is based on a range of questions, all centred around the information we provide and the interactions the customer has with Heimstaden employees.
| Country | 2022 | 2023 | 2024 | 2025 |
|---|---|---|---|---|
| Sweden | 84.4% | 82.0% | 80.6% | 82.5% |
| Finland | 68.7% | 74.1% | 75.5% | 82.1% |
| Norway | 83.6% | 84.6% | 85.8% | 87.8% |
| Denmark | 63.9% | 72.9% | 73.9% | 75.7% |
| Czechia | 79.6% | 79.0% | 78.6% | 82.4% |
| The Netherlands | 58.0% | 63.5% | 55.4% | 66.9% |
| Germany | 61.6% | 52.4% | 43.1% | 47.3% |
| Poland | – | 91.4% | 91.4% | 89.5% |
| UK | – | 80.1% | 75.9% | 73.6% |
| Group Average | 78.3% | 77.3% | 73.8% | 78.2% |
Security
Ensuring our customers feel safe and secure in our buildings and their homes is a priority for us. This measurement is based on whether customers feel safe in the shared areas of our buildings, lighting in the building and surrounding area, security of storage areas, and interactions with their neighbours.
| Country | 2022 | 2023 | 2024 | 2025 |
|---|---|---|---|---|
| Sweden | 77.3% | 76.6% | 76.6% | 79.6% |
| Finland | 74.7% | 76.7% | 75.3% | 75.0% |
| Norway | 74.3% | 74.7% | 76.4% | 76.8% |
| Denmark | 76.5% | 79.0% | 77.8% | 77.4% |
| Czechia | 66.3% | 68.0% | 70.9% | 75.8% |
| The Netherlands | 72.4% | 74.1% | 69.5% | 72.1% |
| Germany | 67.1% | 66.1% | 58.7% | 60.3% |
| Poland | – | 90.8% | 90.1% | 91.8% |
| UK | – | 81.1% | 82.1% | 79.0% |
| Group Average | 74.5% | 74.9% | 73.6% | 76.2% |
Satisfaction
We are committed to continually improving the overall satisfaction of our customers living in our homes. This measurement asks directly how satisfied our customers are with Heimstaden as a landlord and gives us a clear insight into the general feeling of our customers in all our markets.
| Country | 2022 | 2023 | 2024 | 2025 |
|---|---|---|---|---|
| Sweden | 87.0% | 81.6% | 80.3% | 82.8% |
| Finland | 88.9% | 90.0% | 85.3% | 87.3% |
| Norway | 80.1% | 81.2% | 86.9% | 87.3% |
| Denmark | 64.8% | 72.1% | 72.4% | 75.1% |
| Czechia | 76.6% | 74.9% | 75.6% | 83.6% |
| The Netherlands | 62.5% | 65.1% | 50.6% | 56.0% |
| Germany | 66.6% | 47.4% | 37.2% | 43.3% |
| Poland | – | 91.7% | 92.8% | 89.3% |
| UK | – | 88.7% | 77.3% | 71.8% |
| Group Average | 79.9% | 76.4% | 71.5% | 77.2% |