Resident Satisfaction 2024

General information

The questionnaire of the 2024 Satisfaction Survey comprised 19 standard questions that were also part of the previous years’ questionnaires; it's therefore possible to make sound comparisons to the answers provided over the years. Apart from the standard questions, additional questions were added in the last couple of years (some of them yes/no questions).

The residents’ participation in the 2024 Satisfaction Survey was slightly lower than the year before. In 2024, altogether 2,750 residents took part; 62 people less than in 2023 (2,812 students giving us feedback). The survey thus provided sound results. As for the last surveys, residents were contacted directly by email and, during the two-week period of the survey, were reminded twice to participate. It was made sure that no one took part in the survey more than once.

All in all, the results of the Satisfaction Survey are very positive, i.e. a well-above-average overall performance was achieved. The worst average resulted in 2.9, which lies below average. The best average resulted in 4.2, which represents a good and above-average performance. The individual results were made up as follows:

1 result between 2.5 and 2.9
4 results between 3.0 and 3.4
13 results between 3.5 and 3.9
1 result between 4.0 and 4.4

Best results

As in previous years, the question Satisfaction concerning the formalities involving the tenancy agreement once again achieved the best result (average 4.2). 1,335 residents provided an answer to this question.

82.70 % were satisfied to very satisfied
13.86 % were averagely satisfied
3.45 % were little satisfied to not satisfied at all

The second-best result (average score 3.9 with 2,405 answers provided) was Satisfaction concerning the feeling of security in the hall of residence. 

71.23 % were satisfied to very satisfied
15.88 % were averagely satisfied
12.89 % were little satisfied to not satisfied at all

The third-best result, with an average of 3.8, was achieved by the questions on Satisfaction concerning the procedures on the day of moving in as well as Satisfaction with the observance of quiet periods in the hall of residence.

Solid performance and future goals

Satisfaction concerning the cleanliness of communally used rooms in shared flats (shared kitchens, shared bathrooms) resulted in an average of 2.9 (2.8 the previous year), with 1,451 residents answering the question. This question once again achieved the worst results in the survey.

35.63 % were satisfied to very satisfied
26.12 % were averagely satisfied
38.25 % were little satisfied to not satisfied at all

The question regarding Satisfaction concerning the dealing with damage reports and subsequent repair works during the tenancy resulted in an average of 3.5. This question was answered by 1,490 residents. In 2023, this question also resulted in an average of 3.5. The consistently good result in this area is positive feedback for us.

58.68 % were satisfied to very satisfied
15.26 % were averagely satisfied
26.05 % were little satisfied to not satisfied at all

In the last question, rated 3.5, comments very frequently criticized the transmission of information and the time involved in handling damage reports. Digital damage reporting via iPack has been used in all our halls of residences since January 2023.

The Accommodation Department has set itself the goal to handle/repair damage that occurs during the tenancy more quickly and efficiently and make it more customer-orientated by means of digital damage reports. This goal was achieved by information provided on the current status of damage repairs by the Studierendenwerk staff to the damage reporters in the information field of the digital damage report. 

Overall result

Overall satisfaction with the services provided by the Accommodation Department achieved an average result of 3.6 and thus hasn't changed since previous year. The question was answered by 2,393 residents and can once again be considered a very positive result.

62.81 % were satisfied to very satisfied
22.77 % were averagely satisfied
14.41 % were little satisfied to not satisfied at all

Most of our survey's participants came from Olydorf (520) and from Studentenstadt (313). In the smaller halls of residence, an average of one-third of the residents took part in the survey.