Resident Satisfaction 2020

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As in the previous years, the questionnaire of the 2020 Satisfaction Survey was made up of 19 standard questions as well as four additional questions (three of which were yes/no questions). The residents’ participation in the 2020 Satisfaction Survey was roughly the same as the year before. In 2020, altogether 2,902 residents took part, 16 people more than in 2019 (2,886 students giving us feedback). The results of the survey are thus quite significant.

The rating scale for the individual questions offers following rating possibilities: 1 = very dissatisfied, 2 = dissatisfied, 3 = good average, solid performance 4 = good, above-average performance, 5 = very satisfied, very good performance. (in the German questionnaire: 1 = sehr unzufrieden, 2 = unzufrieden, 3 = guter Durchschnitt, solide Leistung, 4 = gut ausgeprägte, überdurchschnittliche Leistung, 5 = sehr zufrieden, ausgeprägte Leistung

Some results of the survey

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 3.0 which represents a good average as well as solid performance. The best average resulted in 4.1, which represents a good and above-average performance. The individual results were made up as follows:

0 results between 2.5 and 2.9
3 results between 3.0 and 3.4
14 results between 3.5 and 3.9
2 results between 4.0 and 4.4

“Satisfaction concerning the formalities involving the tenancy agreement” once again achieved the best results (average 4.1). 1,417 residents answered this question – mainly new residents who took part in the survey for the first time.

81.02 % were satisfied to very satisfied
15.38 % were averagely satisfied
3.6 % were little satisfied to not satisfied at all

“Satisfaction concerning the feeling of security in the hall of residence” achieved the second-best result (average 4.0 with 2,484 answers provided).

73.51 % were satisfied to very satisfied
16.26 % were averagely satisfied
10.23 % were little satisfied to not satisfied at all

“Satisfaction concerning the procedures on the day of moving in” achieved the third-best result receiving an average rating of 3.9. 1,422 residents answered this question.

69.77 % were satisfied to very satisfied
16.88 % were averagely satisfied
13.36 % were little satisfied to not satisfied at all

“Satisfaction concerning the cleanliness of communally used rooms in shared flats (shared kitchens, shared bathrooms)” resulted in an average of 3.0, with 1,336 residents questioned. This point once again received the worst results in the survey; however, it still represents solid performance.

39.97 % were satisfied to very satisfied
27.02 % were averagely satisfied
33.01 % were little satisfied to not satisfied at all

The second-worst results both received an average of 3.3 and can thus be appreciated as representing good average. These are “Satisfaction concerning the cleanliness of the hall of residence (communally-used rooms, halls, staircases)” as well as “Satisfaction concerning the dealing with reports on damage and subsequent repair works immediately after moving in”.

“Satisfaction concerning the cleanliness of the hall of residence (communally-used rooms, halls, staircases)” was rated by a total of 2,561 of the residents questioned.

50.45 % were satisfied to very satisfied
22.80 % were averagely satisfied
26.75 % were little satisfied to not satisfied at all

Feedback on “Satisfaction concerning the dealing with reports on damage and subsequent repair works immediately after moving in” was provided by 581 residents.

47.84 % were satisfied to very satisfied
24.27 % were averagely satisfied
27.88 % were little satisfied to not satisfied at all

In 2020, the yes/no question “Have you ever had to report a damage?” was answered “yes” by altogether 1,546 residents and “no” by a total of 985 residents. As compared to the 2019 Survey, in which 1,480 residents answered "yes” and 1,037 answered “no”. This question has been expanded by “Satisfaction concerning the dealing with reports on damage and subsequent repair works during the residency" 1,543 residents gave us feedback on this question, resulting in an average of 3.7.

63.84 % were satisfied to very satisfied
17.76 % were averagely satisfied
18.40 % were little satisfied to not satisfied at all

Future steps 

The already known problem of being dissatisfied regarding the dealing with damage reports, in particular, immediately after moving in has once again become apparent in this survey. 27.88 % of the residents questioned were even little satisfied to not satisfied at all. Receiving an average of 3.3, the performance was rated as rather average. In several comments, the fact was criticized that after the report had been made it had taken very long for it to be dealt with. In some cases, residents made the complaint that despite repeated reports no repair work was carried out. The Accommodation Department has set itself the goal to improve Satisfaction concerning damage reports as well as to ensure that repair works are always carried out rapidly. In order to achieve this goal and to make the process more customer-oriented and comprehensible in future, we are checking whether reporting damages would be possible online via an iPack interface instead of using the paper form. Thus, the damage reports would immediately appear in the system and could be dealt with, kept in view and settled more easily. Furthermore, the staff is to be better trained and made aware of the importance of repair works being carried out rapidly and reliably.

Overall Result

“Overall satisfaction with the services provided by the Accommodation Department” resulted in an average of 3.7. 2,481 residents gave us feedback on this question – i.e. approx. 20 participants more than the year before (2,460); this result can be positively emphasized.

66.67 % were satisfied to very satisfied
21.89 % were averagely satisfied
11.45 % were little satisfied to not satisfied at all

Once again, most of the residents who provided feedback were from the Studentenstadt (658). 480 residents of the Olympic Village Hall of Residence gave us feedback. On average, roughly a fourth of the residents in the smaller halls of residence participated in the survey.

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