Resident Satisfaction 2018

As in the last two years, the questionnaire was made up of 15 questions. For the third time, we evaluated four additional questions (three of which were yes-no questions), so that we now also have comparative values from 2018.

Thus, the questions are comparable to those of the previous year. Compared to the previous year (4,139 residents gave us feedback), roughly 1,500 residents fewer took part in the survey, i.e. 2,701 residents. Despite the low participation, the results of the survey are quite significant. As with the last surveys, the residents were contacted directly by email and, during the two-week survey, were reminded twice to participate. Amongst other things, this procedure makes sure that no one takes part twice. As in the previous surveys, there were both positive and negative comments; the negative ones, however, predominated. Some of them are in part similar to last year’s survey.

Unfortunately, the problem of a lack of cleanliness in the halls of residence that are jointly used has again been reported in this survey. More specifically, the cleanliness of both jointly used rooms in shared flats and partly of the halls of residence themselves was complained about repeatedly, representing the worst results of the survey (average: 3.0 and 3.2 - last year: 2.9 and 3.3) As you can see, the average values have improved compared to the previous year. Necessary cleaning services have been taken care of. So, since 01.06.2017, cleaning work is being done regularly by an external cleaning company. This, however, is only meant to support the residents to a certain extent, so that they still remain responsible themselves for the cleanliness of their rented rooms. Furthermore, the residents have to make sure that no items are left lying about (eg (dirty) pots and pans, dishes etc.) that would prevent the cleaning company from doing their work properly. As there were some initial difficulties regarding the cleaning company, the Accommodation Department has set themselves the goal to further optimize the cleaning services to the satisfaction of their residents. Several residents commented on the sometimes unfriendly tone of some of the personnel. Thus, we are arranging staff training concerning this matter, which is repeated on a regular basis.

Nevertheless, the overall results are very positive. In other words,we were able to achieve exceedingly good overall results. The worst average score was 3.0 - which still represents a sound result. The best average score was 4.1, representing a good and over-average result. This is how the results were distributed:

0 results between 2.5 and 2.9
4 results between 3.0 and 3.4
13 results between 3.5 and 3.9
2 results between 4.0 and 4.4

The two best results were the formalities involving the tenancy agreement as well as the feeling of security in the halls of residence, both achieving an average score of 4.1.

The best result (average score 4.1) was achieved by Satisfaction concerning the formalities involving the tenancy agreement (only 1,312 residents answered this question  – mostly new residents taking part in the survey for the first time).

78.5% were satisfied to very satisfied (in total “green”), 17.5% were averagely satisfied (yellow) and 4.0% were little satisfied to not satisfied at all (red).

The second-best result (average score 4.1 with 2,278 answers provided) was Satisfaction concerning the feeling of security in the hall of residence.

78.7 % were satisfied to very satisfied (in total “green”), 13.9 % were averagely satisfied (yellow) and 7.4 % were little satisfied to not satisfied at all (red).

Just as last year, Satisfaction concerning communal life in the hall of residence achieved the third-best result and had an average score of 3.9. 2,273 residents answered this question.

68.9 % were satisfied to very satisfied (in total “green”), 22.0 % were averagely satisfied (yellow) and 9.1 % were little satisfied to not satisfied at all (red).

Satisfaction concerning the cleanliness of jointly used rooms in shared flat (shared kitchens, shared bathrooms) was rated with 3.0 (i.e. average) by the residents (1,176). Last year’s score was 2.9 – thus, a slight improvement, but fewer people gave feedback. However, this question repeatedly got the worst rating in the survey.

37.9 % were satisfied to very satisfied (in total “green”), 26.3% were averagely satisfied (yellow) and 35.8 % were little satisfied to not satisfied at all (red).

Satisfaction concerning the cleanliness of the hall of residence (communal rooms, halls, staircases) achieved the second-worst result with an average score of 3.2 (last year 3.3). Roughly 1,300 residents fewer answered this question (2,324).

45.9 % were satisfied to very satisfied (in total “green”), 24.9 % were averagely satisfied (yellow) and 29.2 % were little satisfied to not satisfied at all (red).

These two points regarding the cleanliness will be further followed up on so that the situation hopefully improves.

One of the four new questions affects satisfaction concerning the dealing with reports on damage and the repair works during the residency. The question was preceded by the yes-no question: “Have you ever had to report any damage?”. In 2018, 1,404 residents answered this question with yes, and 1,005 answered with no. All in all, 1,351 residents answered the question concerning the satisfaction. In 2017, 2,357 residents answered this question with yes, and 1,427 answered with no.

67.3 % were satisfied to very satisfied (in total “green”), 15.0 % were averagely satisfied (yellow) and 17.7 % were little satisfied to not satisfied at all (red).

Overall conclusion:

Overall satisfaction concerning the services of the Accommodation Department achieved an average score of 3.8 (2,273 residents giving feedback) – roughly 1,300 residents fewer compared to the year before (3,598) – and again shows a positive result. Overall satisfaction has, however, dropped slightly compared to last year (by 3.7%).

68.2 % were satisfied to very satisfied (in total “green”)
20.9 % were averagely satisfied (yellow)
10.9 % were little satisfied to not satisfied at all (red)

Again, most of the residents who gave us feedback were from the Studentenstadt (609). Like last year, again 474 residents from the Olympic Village took part in the survey. The participation rate of residents from other (larger) halls of residence (over 400 residents) like Stiftsbogen and Anges-/Adelheidstraße was again rather poor. Approximately a fourth of these residents took part in the survey.

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