Research result: Customer satisfaction with Aalto University campus premises remains high

Published: 18.6.2025

Aalto University Campus & Real Estate (ACRE) assesses the satisfaction of its facility tenants annually through a customer satisfaction survey. According to the results of the latest survey, satisfaction with ACRE’s premises has remained at a high level. Customers were particularly pleased with customer service, cooperation, as well as the facilities and their location.

Aalto University Campus & Real Estate maintains, develops, and leases Aalto University’s office, commercial, and production spaces in Otaniemi (Espoo), Töölö (Helsinki), and Metsähovi (Kirkkonummi).

In April–May 2025, ACRE conducted a customer satisfaction survey for Aalto University’s facility tenants using a combination of telephone interviews and an email questionnaire, achieving a response rate of 30%. ACRE's overall score remained at the previous year's level, and more than half of the respondents would recommend ACRE’s premises to other business customers.

The NPS (net promoter score) of the referral survey has been calculated by subtracting the percentage of detractors from the percentage of promoters. Overall, ACRE's NPS in the customer satisfaction survey was 44, which is at the average level for the B-to-B sector. At the startup hub A Grid, the NPS was an impressive 58 this year, highlighting the satisfaction of growth entrepreneurs with ACRE's services and facilities.

Jenna Isokuortti, Head of Leasing and Customer Experience at ACRE, is pleased with the survey results:

“Versatile facilities, understanding customer needs, and close collaboration with service providers are key to developing customer satisfaction. We’re happy with the positive results, but we also recognize important areas for improvement in the feedback, which we will address together with our customers and partners.”

Customer service and campus received praise

A major contributor to the positive customer experience reported by ACRE’s facility tenants was the high quality of cooperation and customer service. Responses especially praised the functionality of lobby services, overall smooth collaboration, and the safety and security of the facilities. Most respondents intend to renew their lease agreements for the next term.

According to the survey, ACRE’s facilities suit the respondents’ business needs well, and location on the Aalto University campus is seen as beneficial for business operations. Respondents were very satisfied with the campus’s transport connections, public transit, and restaurant and café services. The overall rating of the Aalto University campus area improved compared to the previous year.

As an area for improvement, respondents hope ACRE will continue to enhance its understanding of customer needs. Additionally, they highlighted the need to develop ACRE’s digital applications and services to be more intuitive and responsive to today’s changing needs.

Startup entrepreneurs eager for collaboration

In recent years, startup hub A Grid has mapped the development of campus-wide cooperation through the EU-funded Resourceful Sharing (JAVIST) project. A Grid has hosted community-building workshops and user tours and explored the potential of shared-use spaces. A Grid’s tenants are primarily startup entrepreneurs, over half of whom reported using the building’s existing shared-use spaces. Some respondents expressed a desire for more shared workshop spaces and equipment for tenants.

Although tenant cooperation within A Grid has been strong, the community sees opportunities to further enhance networking, for example through events and workshops. The survey revealed that startup entrepreneurs hope for broader networking and collaboration—among themselves, with Aalto University, with stakeholders, and with the entire campus ecosystem.

“Over the past year, we’ve piloted new event and collaboration concepts aimed at connecting campus startup actors with Aalto University's network. We will continue this development work and the facilitation of connections also in the future,” says Jenna Isokuortti.

ACRE regularly organizes various events for its customers at A Grid together with Aalto Startup Center and other ecosystem partners.

For more information about the Aalto University Campus & Real Estate customer satisfaction survey, please contact Jenna Isokuortti, Head of Leasing and Customer Experience, jenna.isokuortti@aalto.fi.

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