Verdict of Population: Services have become much better

In recent years, the residents of the port city have noticed the quality growth of the service quality of apartment buildings with « My Housing ». This is evidenced not only by the company’s operational data, but also the consistent improving satisfaction of the population, recorded by the international evaluation methodology. According to customer surveys, the company’s services have improved by 73 percent over two years.

Customers notice changes

According to Julija Gedminienė, the director of the Group of My Housing Group in Klaipeda, this is not the result of consistent and systematic work.

« Every day we rely not on assumptions but on real customer assessment. Measurements allow us to understand exactly where we improve the processes, where we still have to grow. In the case of Klaipeda, this is a good example of how constant attention to the population’s experience gives tangible results, » said J. Gedminienė.

One of the most valued areas of the population is the emergency service. In Klaipeda, these services NPS (even promoter score) and CSAT (Customer Satism Satisform Score) have been significantly increasing for two consecutive years. Customer survey data show that the company’s emergency services services are valued at 43 % this year. better than in 2023.

It is important for the customer not only to receive an answer quickly, but also how that answer is provided.

Residents note that the crews of the emergency service respond quickly, keep the terms and ensure high quality of work. Their evaluations usually emphasize promptness, polite communication and a clear process of solving the problem.

Currently, the average arrival of the emergency service to the object is 56 minutes.

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Helpfulness, empathy and clarity

Growing satisfaction is also recorded in customer counseling. In 2024 Klaipeda increased positive reviews on the quality of consultation. NPS and CSAT indicators indicate that residents appreciate the helpfulness of the consultants, the ability to listen and provide clear, understandable answers.

« It is important for the client not only to get an answer quickly, but also how the answer is. The true quality indicator is whether it feels heard and understood when the answer is received, so the quality of consultation is becoming an increasingly significant factor in confidence that helps solve many customers’ issues already during the first call, » noted Gedminiene.

Everyday work – faster and better

The change in maintenance and small repairs is also indicated by a noticeable change. According to the company, the speed of the work in Klaipeda has improved by an average of 70 percent over the last two years. Residents are much more favorable than previously appreciated the quality of windows, doors, internal structures and preventive maintenance.

The company’s efforts to provide high quality housing maintenance services are not only noted by existing but also new customers. In the last 12 months alone, more than 10 new apartment buildings of the port city have joined my housing, which the company has started to provide comprehensive care services.

Every customer is important

My Housing will continue to improve their activities consistently so that Klaipeda residents get not only high quality but also the best services in the city.

« We are convinced that only consistent work and sincere focus on the client create long -term value. Therefore, we will continue to monitor every point of contact with the resident, improve processes, delve deeper into feedback and invest in quality. We want each of our clients to feel important, heard and Providers, but also part of the community, who are creating a more comfortable, safer and more enjoyable living environment, ”said J. Gedminienė, Director of My Housing Group in Klaipeda.