Hämeenlinnan Asunnot is a rental housing company owned by the City of Hämeenlinna. Its mission is to provide residents with functional, safe, and pleasant living environments. Understanding and improving the resident experience is a central part of the company’s operations – and this is where Buenno has become a key partner.

From One-Off Surveys to Continuous Resident Feedback

Before implementing Buenno, Hämeenlinnan Asunnot primarily collected resident feedback through one-off annual surveys. The model felt rigid: response rates were low, feedback was momentary, and the resident voice was not truly present in everyday operations.

With Buenno, feedback collection became continuous.

“When feedback is continuous, we are constantly close to our residents. This has been a far more effective approach for us than a single annual survey,” says CEO Tuukka Tuomala.

“This has been a far more effective approach for us than a single annual survey”

Tuukka Tuomala, CEO, Hämeenlinnan Asunnot

Continuous feedback also brings visibility to small, everyday observations – things residents notice but that might otherwise never surface.

Concrete Support for Daily Management and Partner Collaboration

Buenno is widely used across Hämeenlinnan Asunnot’s organization. Weekly reports are reviewed regularly, and results are analyzed on a property-by-property basis, especially from the perspectives of maintenance and cleaning services.

“With feedback, we can quickly identify issues related to maintenance or cleaning and address them in monthly meetings with our service partners,” Tuomala explains.

Feedback has become a concrete tool for monitoring service quality and developing partnerships – not just reactive problem-solving, but proactive steering.

NPS as a Strategic Metric – Also at Board Level

Resident satisfaction, measured through NPS (Net Promoter Score), has become a strategic metric at Hämeenlinnan Asunnot. It is not just an operational KPI, but part of the company’s long-term objectives extending to 2029.

“NPS reflects our operations in a comprehensive way. It is a board-level metric that is reviewed at every board meeting,” says Tuomala.

“Our annual average NPS has increased by 13 points during the first year of using Buenno”

Tuukka Tuomala, CEO, Hämeenlinnan Asunnot

Buenno has helped make the customer experience visible, measurable, and transparently trackable – not only for management, but for the entire organization. Going forward, NPS results will also be made visible in employees’ daily environment, such as shared spaces.

“Our annual average NPS has increased by 13 points during the first year of using Buenno. It’s a good development, as long as we remember this is long-term work rather than a linear curve,” Tuomala adds.

Higher Response Activity and a More Comprehensive View of Residents

One significant change after implementing Buenno has been improved response activity. In addition, the continuous model provides a more realistic picture of who is giving feedback – different age groups, residents moving in or out, and those responding in connection with maintenance visits.

“This gives us a much more diverse and reliable view than a one-off survey,” Tuomala summarizes.

Open-ended responses are an essential part of the whole. They highlight not only development areas, but also a great deal of positive feedback, especially about customer service – feedback that might otherwise go unheard.

A Tool for Continuous Improvement

According to Tuukka Tuomala, Buenno is not just a feedback channel, but above all a way to systematically improve operations.

“If you genuinely want to improve, you need a way to track your own performance. For that purpose, continuous feedback clearly works better than a one-off survey.”

“If you genuinely want to improve, you need a way to track your own performance. For that purpose, continuous feedback clearly works better than a one-off survey.”

Tuukka Tuomala, CEO, Hämeenlinnan Asunnot

Buenno has established its place in Hämeenlinnan Asunnot’s everyday operations – as part of leadership, decision-making, and transparency.