Taking Action Based on our Tenant Satisfaction Survey

At Citycon, we undertake a yearly tenant satisfaction survey covering all of our shopping centres in Finland, Sweden, Norway and Estonia. The aim of the survey is to identify tenant opinions to develop our business at both the strategic and operational level. The survey covers a wide area of topics, ranging from how to ensure and increase footfall, to the service-mindedness of Citycon personnel and property maintenance, to our sustainability profile. In 2018, we sent the survey to over 3,000 of our tenants and achieved a response rate of 42%. We are happy to see that 82% of our tenants are satisfied with their centre.

As satisfied tenants are at the very core of our business and an integral part of our sustainability strategy, and in order to maximise engagement based on the results, we have implemented various measures to act on the lessons learned from our tenant survey. Once the results are ready, each cluster team and each shopping centre team sit down and go through the results. We also arrange tenant meetings, where we present and discuss the results with our tenants and communicate the results through our tenant portal for the ones that do not attend the meetings. As a result, concrete action points to increase the tenant satisfaction are set forth for each shopping centre.

Of course, we have internal prizes for the cluster that has the highest response rate. In addition, the shopping centre team that has the best satisfaction score is awarded at our annual Citycon Awards.

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