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Retta Management has a clear goal: to become the most desired partner in property management and to provide customers with peace of mind. This goal is pursued by listening and continuously improving. The annual customer survey serves as a crucial guidepost, and the latest results show we’re on the right path.
According to the 2024 customer survey:
Customer satisfaction has significantly increased over the past three years, with a particularly strong rise in the number of promoters.
“We are extremely pleased with the progress. Customers believe we stand out in the market because we have a genuine desire to listen — and I’m confident that our entire staff would agree with that,” says Minna Toiviainen, Business Director at Retta Management.
Retta Management’s financial services support property management through high-quality financial data. The scope of our operations can be compared to that of an accounting firm.
Our financial administration and rent supervision services received excellent ratings:
Our investments in expertise, system development, and customer-focused digital solutions are clearly reflected in the customer experience.
The survey also highlighted an area for improvement:
We are addressing this with our analytical tool Retta Insight, which offers accurate, property-specific data to support decision-making. Our Sustainability Services also utilize real estate data and have achieved significant energy savings for clients. Our Valuation and Consulting Services as well as Project Management Services for construction projects also received excellent feedback in the survey.
“An even more significant benefit of digitalizing our services has been the improvement in tenant satisfaction — renting a home and managing related matters is now easier than ever, regardless of time or place, via our Webshop for rental apartments and OmaRM resident portal,” Toiviainen adds.
Each Retta Management client is assigned a dedicated contact person, responsible for ensuring smooth cooperation and the success of the customer team.
This year, customer relationship management — including the work of account managers and controllers — was evaluated for the first time, and the results were outstanding:
Customers described the service as personal and flexible. At the same time, staff turnover — previously an area of concern — has decreased by over 10% in two years.
At the end of the day, the credit for these excellent customer satisfaction results goes to every professional working at the customer interface, who has done their job well and made cooperation pleasant.
“Behind every satisfied customer is a team working with great spirit. We’ve been investing in staff competence, well-being, and a positive work culture for several years now. This has led to consistently improving employee satisfaction and a greater willingness to recommend Retta as a workplace. We take our work seriously and are proud of what we do. The joy of working together is visible and tangible in our daily operations. A warm thank you and a big hug to our people behind these fantastic results,” says Toiviainen.
Our commitment to well-being and development has also paid off in other ways — Retta was named Finland’s Most Inspiring Workplace 2024 in the large companies category.
The survey was conducted through phone interviews, achieving a record-high response rate of 65%. These conversations offer genuine insights and valuable suggestions for improvement.
“Feedback is extremely valuable to us. It guides our development and strengthens customer relationships. We warmly thank all our customers for taking the time to participate in the survey,” Toiviainen concludes.
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