Our customer service survey revealed that entrepreneurs are delighted with the warm service

Early in the year, we conducted an extensive survey of our customers, which gave us direct feedback, helping us to identify sensible areas for improvement. Customers found Boffice's customer service to be friendly and customer-oriented. The premises were perceived to be affordable and well located, and the overall experience was flexible, easy and simple.

We received a large number of responses from our customers (response rate 43%), which shows that they are active and interested in our service experience. Measuring and tracking what is key to the customer experience by enabling a happy smile for the customer. Based on this valuable feedback, we have been working over the spring to implement requests and address suggestions for improvement.

In the table below, it is easy to see our main areas for improvement and the entities that have received the roses. We took an in-depth look at the development of information, the optimisation of basic services and the differences between the various sites, and analysed the successes of our customer service.

Customer ratings (on a scale of 1-5).

Average rating of willingness to recommend 8,8

Heini Sandén, who is responsible for customer satisfaction at Boffice, says that the basic pillars of Boffice's office hotel were thoroughly weighed in the survey:

"We received a lot of positive feedback, especially in terms of customer service, for which we are very grateful. It's great that our customers have found our service to be responsive, warm and friendly!" Boffice's customer service and responsiveness (average score 4.4 out of 5) was a happy signal to our team that we are on the right track. We did it the best of all the service areas.

"As a basic office concept, it's absolutely brilliant." (Client, Hakaniemi)

"Everything has worked really smoothly, as agreed and in a professional manner." (Customer, Kallio)

"The best thing is flexibility and customer-oriented staff." (Customer, Kallio)

"The customer service is quick to respond and you've always been able to reach someone quickly. Things have been responded to." (Customer, Hakaniemi)

The suggestions for improvements received will be taken into account in stages during the spring. Since February, we have increased the frequency of office checks, for example, so that we are informed earlier of any problems or shortcomings. In March, we launched a pilot of a new business portal, which we hope will make it easier to manage and find office information in the future."

(Scale 1-10)

The word is always free!

The feedback shows that the overall experience of Boffice's concept and service is good (average 4.2 out of 5). The average rating for willingness to recommend was 8.8/10.

 "Smooth and friendly service. If something doesn't work, it's quickly sorted out." (Customer, Kallio)

"Flexible and friendly attitude." (Customer, Kamppi)

Agile support for customers

The improvement actions to be taken during the spring are related to the wishes collected from the feedback, in particular to improve the comfort of public spaces (average 3.8/5) and information and guidance. We welcome feedback on an ongoing basis, which means that you can contact us whenever you feel like it.

We listen to your wishes and respond to your needs

We are committed to listening to our customers and taking their opinions into account in our work. We are constantly developing our services according to the wishes and needs we receive.

Flexibility and transparency

We continuously strive to improve our operations and provide flexible and transparent services to our customers. This means open communication, clear instructions and a fast response to customer feedback.

"For an independent entrepreneur, the freedom to create your own space is important, as is the fact that there is no official on site to manage and control the space." (Customer, Etu-Töölö)

"At Boffice, we have an agile, warm team that is focused on the customer experience. We have not outsourced our customer service and we are easy to contact, with no complicated pathways. Updating a contract, changing premises or making other changes to the service you've ordered is also easy. 

Our aim is that the entrepreneur gets a workroom or office in one of our office hotels at a transparent and cost-effective price, with everything included in the rent. Boffice stands for basic office, and we want to offer it with an excellent customer experience," sums up Sandén.