Hemsö develops how it measures and follows up the customer experience

Hemsö regularly conducts customer surveys to understand how customers experience their collaboration with us and to identify areas for improvement. This year’s results show a Customer Satisfaction Index (NKI) of 80 and a Net Promoter Score (NPS) of 28. NKI reflects customers’ overall experience of Hemsö, while NPS measures how likely customers are to recommend Hemsö.

A new baseline

Ahead of this year’s survey, Hemsö updated the methodology and appointed a new survey partner. The questionnaire was simplified and revised, and parts of the rating scale were changed. The aim is to make the survey easier for customers to complete while creating better conditions for analysis and follow-up.

These changes mean that the 2026 survey serves as a new baseline. The results are therefore not directly comparable with those of previous customer surveys.

“The customer survey is an important tool for us, but what matters most is how we act on the feedback we receive. By listening, following up and maintaining a close dialogue, we can continue to develop both our properties and the way we work together with our customers,” says Ulrika Haglert, Head of Property Management at Hemsö.

Customer feedback points the way forward

One clear strength is the relationship between customers and their contacts at Hemsö. Customers rate this collaboration very positively, and it also has a significant impact on their willingness to recommend Hemsö. Maintaining and further developing these close relationships and personal interactions will therefore remain an important focus.

At the same time, the survey shows opportunities to make the customer experience simpler and more seamless. Straightforward processes and good accessibility are important to the overall customer experience and are areas where we see potential for further improvement. Customers are also asking for clear and regular information and a more proactive approach. These are important insights that we will take forward in our continued development work.

The results and customer comments will now be analysed further and translated into concrete actions. Beyond measuring the customer experience, the aim of the survey is to help us continuously improve our customer dialogue and strengthen our collaboration with our customers.

Customer responses also support Maskrosbarn

For every completed survey, Hemsö donates SEK 50 to Maskrosbarn, an organisation working to improve the lives of children and young people facing difficult circumstances at home.

The survey and results presented above relate to Hemsö’s Swedish operations. Hemsö conducts separate customer surveys in Finland and Germany.