Tenant satisfaction survey: 7 steps from start to action

As Vesteda highlights in their case study (NL): a satisfied tenant is a satisfied landlord. Understanding how tenants feel about their living situation and the service they receive is therefore essential. A well-designed tenant satisfaction survey helps collect valuable insights and identify pain points. In this blog, we discuss the key steps to conducting a successful tenant survey and effectively using the results.

1. Preparation: inform all stakeholders

Good preparation is crucial for a successful survey. Inform all relevant parties — tenants, your own staff, and any other stakeholders. If you work with property managers, make sure they are involved as well. Clearly explain why the survey is conducted, its goals, and how the results will be used. Transparency increases engagement and cooperation, leading to more valuable feedback.

2. Create relevant questions

An effective questionnaire is focused and relevant. Ask questions that reflect tenants’ experiences and cover aspects of their living situation and your services. Avoid unnecessary questions, and keep them clear and concise. Use scales to quantify responses, but also allow space for open feedback.

3. Ensure a neat layout

A well-structured and attractive questionnaire makes it easier to complete. Organize sections logically, use appropriate visuals or backgrounds, and make sure the survey works on all devices — desktop, tablet, and smartphone.

4. Reminders and thank-you emails

Tenants may get busy and forget about the survey. Send reminders to emphasize that their feedback is important. After completion, send a thank-you email to show appreciation for their participation.

5. Analyze and implement results

Once data is collected, analyze it to identify trends, patterns, and key insights. This helps discover strengths and pinpoint areas that need improvement.

6. Integrate insights into the organization

Results should not go unused. Share findings with tenants and stakeholders and create action plans to address issues and strengthen positive aspects. Engagement is key, so start this process soon after the survey.

7. Inform tenants about improvements

Tenants want to see that their feedback matters. Communicate clearly about the actions being taken, the improvements identified, and how services or the living environment will be enhanced. Showing commitment and action makes tenants feel heard and valued.

We’re happy to share more about our experiences with tenant surveys. You can also read our client case studies to see how others approach this.