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VAV: rising customer satisfaction

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Living in VAV

VAV is committed to customer satisfaction in the long term

Improving customer satisfaction is a key part of our strategy. Our aim is to ensure that our housing-related services run smoothly and make everyday life more comfortable. We continuously measure customer satisfaction and, based on the results, set clear targets for both ourselves and our partners.

Over recent years, we have worked diligently to improve our customer experience and services. Comprehensive development of customer satisfaction is a key part of VAV’s strategy. It has a positive impact on the entire housing journey, from applying for a rental property through to living there and moving out. This development work has long been reflected in year-on-year improvements in customer satisfaction. Satisfaction is improving across all areas, from maintenance and property management to customer service and lettings.

“Among other things, we have introduced a 24-hour customer service helpline and have decentralised key management so that our offices are located closer to residential properties. Through these concrete changes, we have been able to ensure that residents receive a fast and reliable service,” says VAV’s Head of Customer Relations Lasse Käck 

Property management and maintenance services have also been developed to be even more customer-focused. The revised resource-based contracts for maintenance staff ensure that staff now work exclusively on VAV’s properties. This has improved the quality of service and increased residents’ confidence that maintenance issues will be dealt with professionally and on time.

Lasse Käck vav.fi
Lasse Käck, Head of Customer Relations at the VAV Group

Revamped digital services make it easier to carry out business

One of the most important recent steps in improving customer satisfaction is the revamp of the residents’ digital service OmaVAV , for which a procurement decision was recently made. As a result of the revamp, key housing services – such as fault reports, maintenance requests and notices – will in future be available in a mobile-friendly format all in one place, making it even easier to use the service.

“The revamp of OmaVAV is a major undertaking for us and, at the same time, an investment in the future. We want residents to be involved in the service journey right from the moment they sign their tenancy agreement. When information flows smoothly and services are easily accessible, everyday life runs more smoothly and satisfaction increases,” says Käck.

Feedback is a valuable tool for development

Resident feedback is a useful tool for development, and it is collected regularly through surveys conducted at the time of moving in, during tenancy and when moving out, amongst other things. The quality of telephone customer service and response times are also monitored continuously. In addition, key partners have their own customer satisfaction metrics and incentive schemes in place, which encourage them to exceed set targets.

Feedback is also actively utilised in individual customer interactions. When a resident submits open feedback or a fault report, VAV’s customer service team contacts them personally to thank them for their feedback. This ensures that every resident feels they are being listened to.

“We are truly grateful for all feedback, as it is our most important tool for developing our service,” sums up Käck.

One of the most important recent steps in improving customer satisfaction has been the revamp of OMAVAV, the digital service for residents.

Lasse Käck, Head of Customer Relations at the VAV Group