Resident Satisfaction 2022Read out
The questionnaire of the 2022 Satisfaction Survey was made up of 19 standard questions which were already part of the previous years’ questionnaires; it is therefore possible to make sound comparisons to the answers provided over the years. Apart from the standard questions, additional questions were asked during the last couple of years (some of them yes/no questions).
The residents’ participation in the 2022 Satisfaction Survey was slightly less compared to the year before. In 2022, altogether 2,456 residents took part, 23 people less than in 2021 (2,479 students giving us feedback). The results of the survey are nevertheless quite significant. As with the last surveys, the residents were contacted directly by email and, during the two-week period of the survey, were reminded twice to participate. It was made sure that no one took part in the survey more than once.
All in all, the results of the Satisfaction Survey are very positive, i.e. a well-above-average overall performance was achieved. The worst average resulted in 3.0 which represents a good average as well as solid performance. The best average resulted in 4.0, which represents a good and above-average performance. The individual results were made up as follows:
0 results between 2.5 and 2.9
6 results between 3.0 and 3.4
12 results between 3.5 and 3.9
1 result between 4.0 and 4.4
As in previous years, the question Satisfaction concerning the formalities involving the tenancy agreement once again achieved the best result (average 4.0). 1,180 residents provided an answer to this question.
76.86 % were satisfied to very satisfied
17.63 % were averagely satisfied
5.51 % were little satisfied to not satisfied at all
The second-best result (average score 3.9 with 2,064 answers provided) was Satisfaction concerning the feeling of security in the hall of residence.
71.27 % were satisfied to very satisfied
16.67 % were averagely satisfied
12.07 % were little satisfied to not satisfied at all
The third-best result, with an average of 3.8, was achieved by the questions regarding Satisfaction living together in shared flats as well as Satisfaction with the observance of quiet periods in the halls of residence.
Solid performance and future goals
Satisfaction concerning the cleanliness of communally used rooms in shared flats (shared kitchens, shared bathrooms) resulted in an average of 3.0 (3.1 the previous year), with 1,300 residents answering the question. This question once again achieved the worst result in the survey; however, an average of 3.0 still represents solid performance and can be considered a good average.
36.77 % were satisfied to very satisfied
25.38 % were averagely satisfied
37.84 % were little satisfied to not satisfied at all
The question regarding Satisfaction concerning the dealing with damage reports and subsequent repair works immediately after moving in resulted in an average of 3.3. This question was answered by 1,266 residents. In 2021, this figure stood at 3.5
54.03 % were satisfied to very satisfied
16.43 % were averagely satisfied
29.54 % were little satisfied to not satisfied at all
In the last question, rated 3.3, comments very frequently criticized the transmission of information and the time frame for reporting damage. The Accommodation Department set itself the goal of improving satisfaction in this area and providing faster, more efficient and customer-oriented processing/removal of claims for its tenants. This goal has already been achieved with the introduction of the new digital claims reporting system via iPack at the end of 2022. The user-friendly and paperless processing via the web interface has been introduced to all the halls of residence and has been used by tenants since January 2023.
Overall satisfaction with the services provided by the Accommodation Department achieved an average result of 3.6, 0.1 better than in the previous year (3.5 in 2021). An answer was provided by 2,053 residents and can once again be considered a very positive result.
60.11 % were satisfied to very satisfied
23.67 % were averagely satisfied
16.22 % were little satisfied to not satisfied at all
Most of our survey's participants came from the Olydorf (458) and the Studentenstadt (288). In the smaller halls of residence, an average of one-third of the residents took part in the survey.