Customer Satisfaction and Service Quality

Our Objectives and Key Performance Indicators

Key performance indicators and target achievement: Vonovia’s target is to increase customer satisfaction by continuously improving its services and products.

The most relevant non-financial performance indicator we use to measure customer satisfaction is the Customer Satisfaction Index (CSI). This key figure is also part of the Sustainability Performance Index (SPI) and therefore one of six fundamental, remuneration-relevant sustainability performance indicators.

Target for 2024:   Our aim for 2024 is to keep customer satisfaction at a consistently high, stable level.

Medium to long-term target (2030-2045): Our target for the medium to long term is also to ensure that customer satisfaction remains at the currently high level.

Management Approach

Customer satisfaction is crucial to Vonovia’s success. This is reflected in the level of comfort our tenants feel in their homes and neighborhoods, and how fair they perceive their treatment by us as a landlord. 

The challenge facing Vonovia lies in achieving high levels of customer satisfaction and service quality against the backdrop of a large residential portfolio, low vacancy rates – and, as a result, strong demand for hones – and a wide variety of customers with a whole range of different concerns. This requires a good deal of accessibility and speed, as well as employees who have been trained accordingly. This is both an opportunity and a risk, as the quality of customer care and services plays a central role. Our experience shows that accessibility, speed, and transparency in service are decisive factors for achieving a high level of customer satisfaction.

Our central, multilingual customer service department acts as the first port of call, whereas our caretakers and craftsmen look after the needs of tenants on location.  This allows us to provide fast, reliable service in response to any concern. We run our own customer service centers in Essen, Dresden, and Berlin. Our employees undergo continuing professional development thanks to a centralized knowledge and training management program. Regular dialog formats ensure performance and quality. The aim is to be able to guarantee the same level of quality for the entire portfolio in Germany. Therefore, our staff of more than 1,100 employees is available to our customers through a variety of channels.

Our customer service department handles a wide range of inquiries concerning everything from day-to-day matters to specific offers of support. We also conduct regular surveys so we can learn about our tenants’ wishes and needs, and use the Customer Satisfaction Index (CSI) as our key performance indicator. The CSI is also used to help determine how much remuneration will be paid to our Management Board and top management team. 

Digitalizing our services is an important step in ensuring greater availability and efficiency. We optimize our processes on an ongoing basis by rolling out additional self-service features such as the “My Vonovia” and “DeuWo Digital” tenant apps. Protecting our tenants’ data and privacy is a top priority for us, as this serves to build greater trust among our tenants and allows us to continuously improve customer satisfaction. Therefore, they also have access to all of our whistleblower and complaint channels.