Haso is a company owned by the City of Helsinki that builds and maintains cost and quality competitive housing in the City of Helsinki. Haso has over 11 000 residents and manages over 6 500 apartments in 118 properties.

One of the key elements of Haso’s strategy is to have the most satisfied tenants. This is why they started exploring new options for monitoring resident satisfaction in early 2023.

“We had previously monitored the resident experience with very traditional surveys, where we selected 1000 recipients and then received around 300 responses. However, the results were always delayed and we wanted to look for a more modern system. Our hope was to be able to track satisfaction in more real time and also tie it to other encounters, such as move-ins and move-outs,” says Katja Remes, Customer Relations Manager at Haso.

Ease of use and deployment were the deciding factors

During early 2023, Haso conducted a comprehensive mapping exercise of different tools and options for a more modern monitoring of the resident experience. They chose Buenno because of the ease of use and usability of the overall service.

“We looked at a lot of different options, but we decided on Buenno because of the ease and simplicity of the overall solution. The system does not require separate training for implementation and everyone can easily find the essentials in the results,” Katja says.

“We chose Buenno because of the ease and simplicity of the overall solution”

Katja Remes, Customer Relations Manager, Haso

Before the cooperation started, the only question mark was how easy the implementation would actually be, but the main expectation was what the new system would enable us to do.

“There is always the question of how easy it will be to implement such new systems. But rather than having preconceptions, we had positive expectations about how we could better serve our customers with the new tool. We were confident throughout the implementation and it was easy to complete on time”, Katja describes the mood at the beginning of the collaboration.

Many positive suprises

Haso uses Buenno to measure in real time the overall resident experience and the satisfaction of residents who have moved in and out. The surveys have now been in use for about a year and Haso has been positively surprised by many things.

“It has been amazing to see that the response rates are over 50% month after month”

Katja Remes, Customer Relations Manager, Haso

“We have been really surprised by the high response rates. It’s been amazing to see that month on month they are over 50%. People are getting so many enquiries from so many places these days that we didn’t expect such high percentages. I’ve also been particularly pleased that the survey rolls itself all the time and doesn’t require any action on our part. The real-time report is always available and the results portal is really easy to use,” Katja says.

Buenno is an active monitoring tool at operational and strategic level

The most satisfied tenants are at the heart of Haso’s strategy. This means that Buenno is used to the benefit of all levels of the organisation.

“Buenno has been a really big help in reporting. We are able to monitor satisfaction in real time at both operational and strategic levels. At the operational level, we have received feedback directly from the residents and have been able to quickly react to any errors and correct them.”

“Buenno has helped us to bring real-time information on where we are in terms of the resident experience to the board and management meetings”

Katja Remes, Customer Relations Manager, Haso

“Buenno is an active monitoring tool also at the management team and board level. Buenno has helped us to bring real-time information on where we are in this respect to the meetings of the management team and the board. Previously this was not possible” Katja describes.

The Buenno tool is therefore actively used throughout the entire Hasso organisation. In addition to the technical ease of use, Haso has been pleased with the collaboration and the rest of the Buenno service.

“The overall smoothness of cooperation is the number one issue. I’ve really appreciated the fact that Buenno always responds very quickly. It’s really great not to have to think about it yourself, but to be able to trust that an answer will come and a solution will be found,” Katja says.