Werstas customer satisfaction was measured for the fifth time last autumn in a customer satisfaction benchmarking survey conducted by KTI Kiinteistötieto. A total of 71 Werstas mobile, desk, and office clients responded to the survey.
Praise for customer service, value for money, and location
The overall satisfaction of Werstas clients was 4.2 on a scale of 1–5. The figure was exactly the same in last year's comparison. Clients were most satisfied with communication and contact, the smoothness of customer service, and the location. Werstas' value for money was also considered effective.
– Werstas membership packages include a comprehensive range of services needed in everyday office life. You don't have to worry about practical matters yourself: weekly cleaning is taken care of, the wireless network works, and specialty coffees are included in the package. Daily tasks are quickly handled with lobby services, says Saija Kivikankare, who is responsible for Werstas customer accounts.
Werstas clients have always been very satisfied with their own and communal spaces and services. All spaces currently comprising Werstas, with the exception of the Labs section, have been renovated into modern, communal workspaces, which also contributes to the high level of customer satisfaction.
The attraction of the Science Park is working
A record 97% of current clients would recommend Werstas' communal spaces. The net promoter score (NPS) of Werstas clients is 68 (2022: 63), while the corresponding figure in KTI's benchmark data is 36. This benchmark figure is obtained by subtracting the percentage of critical respondents from the percentage of active promoters.
Werstas is well known among the people of Turku, and it is perceived as a modern working environment in an attractive area.
“Clients attract each other.”
– Clients have told us they want to come here because a certain company is also here. So you could say that clients attract each other. The entire Science Park area is also developing and growing – the grocery store, hotel, fitness centers, and numerous restaurants enhance comfort. Coworking spaces continue to attract people, and last summer, the newest Werstas opened with a Kalevala theme in DataCity, rejoices Saija Kivikankare.
Interaction with clients
Clients' wishes highlighted issues related to furniture and services. For example, phone booths were requested for those common Werstas areas that do not have them yet. More standing workstations were also requested. All bookable workstations at Werstas are equipped with electric desks that can be raised, allowing for breaks from sitting. The open feedback also requested more clarity in recycling instructions, which is currently being worked on.
– All feedback has been reviewed, and now we are considering what is possible to implement. We are also making responsible choices; for example, Kalevala and Werstas Joki work well together, and moving between them is easy. A multifunction device is located in Kalevala, while downstairs in Joki, there is more variety in meeting rooms.
– Client comments like “the best place locally” and “full-service house” warm the heart, as these reflect Werstas excellently, says Saija Kivikankare with satisfaction.
Responsible operations and changing space needs
The customer satisfaction survey also asked about the importance of corporate responsibility perspectives and satisfaction with the landlord's activities in corporate responsibility matters. 71% of Werstas clients considered the landlord's responsibility activities very important or important, and 82% of clients felt the landlord's corporate responsibility was very important or important.
“Space requirements can increase or decrease even in a short time, and we have flexible solutions for changing needs.”
Clients were also asked if their company's space needs would change over the next two years. For most clients, the space need will remain the same or increase slightly.
– Werstas always strives to respond to this challenge, because space needs can change to become larger or smaller in a short time, and we have flexible solutions for changing needs, concludes Saija Kivikankare.
Further information: Saija Kivikankare
040 563 6964
saija.kivikankare@teknologiakiinteistot.fi