Survey result: Satisfaction with the premises of the Aalto University campus have remained good

In April 2024, ACRE carried out a customer satisfaction survey for Aalto University's facility tenants in a combination of telephone interviews and an email survey, which received a total of 61 responses. ACRE's total score remained at the previous year's level, and more than half of the respondents would also recommend the premises offered by ACRE to other facility customers. 

The NPS (net promoter score) of the referral survey has been calculated by subtracting the share of the references from the percentage of reviewers. ACRE's NPS in the customer satisfaction survey was 43, which is at the top level in the comparison database of Innolink Oy, who carried out the survey. The NPS figure has placed from the previous year's peak to the average level of the B-to-B industry.
 
Satu Kankaala, Head of Business Development and Sustainability at ACRE, says the customer satisfaction survey provides a very up-to-date snapshot of the partnership between ACRE and tenants:

"We are developing the Aalto University campus in a versatile way for the needs of all users. The campus has undergone, among other things, a major parking reform during the past year, which has caused changes to the previous practice of some of our tenants. We work closely with customers and partners to make our campus an attractive location for a variety of businesses and communities.” 

Collaboration and customer service garnered praise

The positive customer experience of ACRE’s tenants has been significantly influenced by the experience of good cooperation and the quality of customer service. In the responses, special praise was given to the response speed of ACRE's customer service, the functioning lobby service, and marketing and event implementations.   

According to the responses, waste management, which was highlighted in the previous year's customer satisfaction survey, has improved during the past year. ACRE has developed guidance on the waste management operations, and this is clearly visible in the positive results. 

The majority of ACRE facility tenants use their facilities on a daily basis and predict that space requirements will remain the same. Respondents hope that ACRE will further maintain and develop its expertise in identifying customer needs, both as the need for space increases and decreases.

Aalto University Otaniemi Campus sees its startup ecosystem evolve 

During the past year, the startup hub A Grid has mapped the development of campus-wide cooperation through the EU-funded Resourceful Sharing (JAVIST) project. There have been several workshops and user tours that support a sense of community in A Grid, as well as exploring the potential of shared spaces. A Grid's facility tenants are mainly startup entrepreneurs, who, according to the responses to the customer satisfaction survey, are looking for networking and new learning opportunities in the events. The survey showed that startup entrepreneurs would like to see more extensive and diverse cooperation with Aalto University, stakeholders and the entire campus ecosystem.

“We want to enable startups to expand their networking from cafeteria chats to the entire campus. To promote cooperation assigned startup ecosystem coordinator has been appointed, whose task is to connect the startup operators on campus and the Aalto University’s network,” says Satu Kankaala. 

ACRE regularly organises events for facility tenants in A Grid together with the Aalto Startup Center and other actors in the ecosystem.  

For more information about the Aalto University Campus and Real Estate’s customer satisfaction survey, please contact Satu Kankaala, Head of Business Development and Sustainability at ACRE, satu.kankaala@aalto.fi

 
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