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Tenant satisfaction remains strong and continues to improve in Retta Management’s commercial property accounts. The latest survey showed an overall satisfaction score of nearly 4.0 (3.96) on a scale of 1 to 5 —approximately one-tenth higher than the previous year and closely aligned with KTI’s national average of 3.97. This positive trend is the result of dedicated work and presence at the properties.
Tenant satisfaction surveys are conducted every 1–2 years in commercial properties managed by Retta, in collaboration with our clients. The surveys assess tenants’ satisfaction with the premises, the tenancy relationship, and maintenance services, while also identifying operational strengths and areas for development using customized questions.
Overall satisfaction increasing, also records broken
Tenant satisfaction in Retta Management’s commercial properties improved across all accounts compared to previous survey results. Satisfaction scores across different areas (premises, tenancy relationship, and maintenance services) improved compared to earlier measurements and were at or above the average levels in KTI’s benchmark data. Active promoters gave top scores for smooth operations, flexibility, reliability, and excellent service.
Each year, the survey includes tailored questions to assess Retta’s performance. The latest results in these areas were exceptionally strong, showing significant improvement. Record-breaking scores were also achieved at the portfolio level: one client’s tenants gave the highest ratings in the history of that portfolio according to KTI data. The same portfolio was the second-best improver in overall satisfaction across the entire KTI benchmark.
“The tenant satisfaction results are very encouraging and show that we are heading in the right direction, even though there is always room for improvement. We are continuously investing in tenant satisfaction — it’s one of the cornerstones of Retta Management’s strategy,” says Immo Suutarinen, Head of Commercial Property Services at Retta Management.
Give Time, Gain Time
Typically, tenants value good location, flexibility, and adaptability of the premises. Communication was also highlighted as a key driver of satisfaction. Tenants want to be able to easily reach the landlord’s representative and feel that they genuinely care.
At Retta, significant efforts have been made to improve tenant satisfaction in commercial properties, with a particular focus on being present and available to tenants in the field.
“We’ve made a systematic effort to allocate time to individual properties and to be visible on-site. Interestingly, by investing more time in tenant interactions, it actually frees up time for other aspects of client work,” explains Suutarinen.
The tenant satisfaction surveys were conducted primarily in autumn 2024. The results regarding overall satisfaction are comparable across all surveys. KTI’s national benchmark data included feedback from nearly 2,800 commercial property tenants.
More Information
Immo SuutarinenDirector, Commercial Property ServicesRetta Managementimmo.suutarinen(a)rettamanagement.fi+358 400 518 868
Read more about Retta’s Property Management Services for Commercial Properties
