Resident Satisfaction 2023

General information

The questionnaire of the 2023 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 2023 Satisfaction Survey was higher than in the previous year. In 2023, altogether 2,812 residents took part, 356 people more than in 2022 (2,456 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 2,8 and is below the average range. The best average resulted in 4.1, which represents a good and above-average performance. The individual results were made up as follows:

1   results between 2.5 and 2.9
4   results between 3.0 and 3.4
13 results between 3.5 and 3.9
1   result between 4.0 and 4.4

Best results

As in previous years, the question Satisfaction concerning the formalities involving the tenancy agreement once again achieved the best result (average 4.1). 1,426 residents provided an answer to this question.

80.02 % were satisfied to very satisfied
15.78 % were averagely satisfied
4.2 % were little satisfied to not satisfied at all

The second-best result (average score 3.9 with 2,347 answers provided) was Satisfaction concerning the feeling of security in the hall of residence.

71.12 % were satisfied to very satisfied
15.72 % were averagely satisfied
13.16 % were little satisfied to not satisfied at all

The third-best result, with an average of 3.8, was achieved by the questions on Satisfaction with the procedure on the day of moving in 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 2.8 (3.0 the previous year), with 1,386 residents answering the question. This question once again achieved the worst result in the survey.

31.67 % were satisfied to very satisfied
27.93 % were averagely satisfied
40.40 % were little satisfied to not satisfied at all

The question regarding Satisfaction concerning the dealing with damage reports and subsequent repair works during the residential period resulted in an average of 3.5. This question was answered by 1,266 residents. In 2022, this figure stood at 3.3. The improvement in this area should be emphasized positively.

56.80 % were satisfied to very satisfied
16.28 % were averagely satisfied
26.92 % were little satisfied to not satisfied at all

In the last question, rated 3.5, comments very frequently criticized the transmission of information and the time frame for reporting damage. This goal has already been achieved with the introduction of the new digital claims reporting system via iPack. 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. The average score of 3.5 in 2023 represents a good performance.

The Accommodation Department set itself the goal of improving the availability of the administration and service desk by telephone. This goal has already been achieved by expanding the telephone number range and adding a contact list to the homepage so that the relevant colleagues can be called directly.

Overall result

Overall satisfaction with the services provided by the Accommodation Department achieved an average result of 3.6, which is the same as the previous year. An answer was provided by 2,342 residents and can once again be considered a very positive result.

60.03 % were satisfied to very satisfied
24.00 % were averagely satisfied
15.97 % were little satisfied to not satisfied at all

Most of our survey's participants came from the Olydorf (540) and the Studentenstadt (350). In the smaller halls of residence, an average of one-third of the residents took part in the survey.