Mosaic World
Tenant portal and app contribute positively to customer satisfaction
Jelle Kanselaar
Manager of Customer Relations - Mosaic World
"We have continued to promote the use of the app among our residents, and with success! In our annual tenant satisfaction survey, we see that 82% now use our tenant portal, and a large portion of that is through the app."
Can you introduce yourself and tell us what you do?
My name is Jelle Kanselaar and I have been working at Mosaic World as Manager Customer Relations for almost 2 years now. In my daily work I am ultimately responsible for several customer contact teams within our organization. These teams have ongoing customer contact, with house seekers and tenants. This contact and the associated work is very diverse and ranges from communicating with house hunters through our website to planning a key transfer, resolving repair requests, giving notice of a lease or just processing a termination.
During the implementation of the Tenant Portal and Tenant App, I was project leader of this process on our side. In my role, I now ensure that all processes are clear, the occupancy rate of our portfolio is as high as possible and that we continue to optimize processes continuously. Zig's products help with this and in this way have also contributed to innovation within our organization.
Why did you start using the app for tenants and what is the added value for residents?
We started offering the app so that our residents always have instant access to their rent issues. It is very nice that as a resident you can see your landlord's messages on your mobile, pay the rent directly via the app, ask questions or submit a repair request very easily. Moreover, the added value of the app for the residents is that we can share complex-specific information with it. This makes the app very relevant for the users.
What were the expectations of using the app?
Our expectations were high, especially given our target audience, which consists mainly of (international) students and starters. In the beginning, we saw that not everyone used the app, one reason being that a user first had to activate his account through the website. As a result, not everyone installed the app. We continued to promote the use of the app among our residents, and with success! In our annual tenant satisfaction survey, we see that 82% are now using our tenant portal, and a large part of them through the app. The previous year this was only 73%, so we are really seeing an upward trend. In addition, the tenant portal is rated at 7.2, compared to 6.8 the year before. We will continue to tweak and improve the provision of information to hopefully score a 7.5 next year.
How was the adoption of the app among residents?
We did not actively solicit feedback on the adoption of the app itself in our tenant satisfaction survey. In the beginning, we noticed that the activation link for the tenant portal was not always sent at the right time, which naturally affected adoption. After some adjustments in our processes, this is now sent at the right time, so almost every tenant activates his or her portal account. In all other communications to our tenants, such as newsletters and updates, we constantly refer to the tenant portal and app. After all, we see it as our primary communication channel with our tenants, and hope our tenants see it that way.
Tenant portal and app contribute positively to customer satisfaction
What do residents use the app for?
From the reports of app usage, the following items emerge in the top 5 most used features:
- Contract Information
- Contact form
- My posts
- Repair Requests
- Payment specifications
It clearly shows us that our residents are really using the app for what it is meant for; quickly and easily finding relevant information, contacting us in case of questions or repair requests, and paying bills.
Are you seeing a positive effect in customer satisfaction through the use of the app?
We see in the results of our tenant satisfaction survey that the tenant portal, and thus the app, contribute positively to customer satisfaction. Besides a satisfied resident, it is important to us that we also have a clear channel to share information and thus work more transparently. We see this, for example, in the decrease in incoming telephone calls while the number of tenants has not decreased.
What does the future look like?
In the coming period we want to focus on the community to connect our tenants even more. We have already set up this functionality and the community managers can get started with this. Optimizing and expanding the complex-specific information is also still on our wish list. By now we have the basics in order, there is a lot of information in the portal and our residents know how to find their way to the right information. In 2024 we want to develop the app and the tenant portal even further and use them more broadly. This is going to improve our services even more!
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