The students have once again chosen AF Bostäder as Sweden’s best landlord in the category for larger student housing companies. The number of points in the Customer Satisfaction Index (NKI) is higher than ever and even surpasses the winners among the smaller student housing companies. The key to the good results is a strategic view of the customer satisfaction index that in the long term ensures the focus is always on the customer.
“Naturally, we are very pleased when we win, perhaps not because of the competition itself but because it gives us answers about what we are doing right for our customers,” says Henrik Krantz, CEO of AF Bostäder. “We use the customer satisfaction survey as a strategic platform to achieve actual and requested improvements, so that we can continue to be competitive and attractive in the long term.”
To ensure that the NKI information is of high quality, AF Bostäder makes sure the survey is relevant, that there is a high response rate, that customers receive rapid feedback to confirm their views are being heard, and that the results lead to concrete improvements.
“A few years ago, we switched from annual measurements to ongoing surveys conducted ten times per year,” says Henrik Krantz. “The new model, called Nöjd Studbo Live, lets every one of our tenants express their views on everything from their own housing to services, cleaning, property management, security and sustainability. The survey is based on three overall questions: How satisfied are you with AF Bostäder’s operations as a whole? How well do the operations live up to your expectations? And how close or far away from ideal do you deem AF Bostäder’s operations to be?”
“Due to systematic efforts, we achieved a response frequency of as much as 65%, compared with the normal level of around 30%,” says Henrik Krantz. “We regularly issue reminders about the questionnaire on notice boards and social media, and there is a chance to win a rent-free month in each round of the questionnaire. However, the fact that our customers know that we are listening is at least as important as the response frequency. That’s why we are very thorough about communicating how we follow up the results, and the initiatives and improvements that follow from the customer’s answers – in matters large and small. In addition, we respond to all the comments for which a customer has stated their name. The comments are allocated directly to those in the organisation best suited to provide an answer, and within a few days the customers have received personal feedback, regardless of the matter in question.”
In 2025, AF Bostäder was once again best in Sweden among large student housing companies. The combined NKI result was 80 out of 100, with a net promoter score of 76 out of 100. In response to the question “How satisfied are you overall?” 94% of the customers awarded four or five points. This year, the points were even higher than for sector colleagues in smaller companies.
“The key to the good results is the intensive customer focus in all our processes and that our staff work actively according to set goals on individual issues, such as the customer experience of bathrooms, outdoor environments, laundry rooms, events, interaction and services. The continuous surveys give us current and relevant key performance indicators that the board, management and area managers follow up every month, and which form the basis for continued improvements and our long-term aspiration to be Sweden’s best student housing company,” says Henrik Krantz.
Latest update June 12, 2026