Society Customers
Customers obimo attaches great importance to high M customer satisfaction. The company conducts regular customer surveys.
High product quality
obimo’s customers include private and commercial tenants of inM vestment properties, private purchasers of development projects, institutional investors and other interested parties. They are regularly asked, among other things, about the quality of the properties, service quality and customer care (surveys alternate between tenants of commercial properties one year and tenants of residential properties the next). Mobimo outsources its customer satisfaction surveys to an independent external partner. The feedback received from survey participants is very positive, particularly in relation to the key criteria of cooperation, information flow and contactability.
Customer survey commercial properties German-speaking Switzerland 20191 % Cooperation
92
Information flow
92
Availability
95
¢ Fairly good to very good 1 The
last survey (commercial tenants) took place in 2019. A survey of residential tenants was not conducted in 2020 due to the coronavirus crisis.
ou can read more about Mobimo’s support measures for its Y customers during the coronavirus pandemic on page 30.
Personal contact plays a key role in customer care at M obimo: Mobimo employees make regular visits to commercial tenants (offices, commercial space, retail, hotels). In the case of development properties, customers are integrated into the process from the outset. The quality of implementation is also checked here through the customer surveys conducted after official certification, after the internal fixtures and fittings are selected, three months after transfer of possession and around two years after handover.
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Mobimo Sustainability Report 2020
Product quality is mainly measured by compiling and evaluating defects. Another indicator is the vacancy rate. A defect rate is recorded for every development property realised and has been very low for many years. The vacancy rate was 5.5% at the end of 2020. The Development, Realisation and Property Management departments are responsible for quality management, customer satisfaction and customer health and safety. Development properties
Health and safety checks are carried out on products and services at all stages of the process (purchase, development, construction, moving in, operation and waste disposal). In addition to the standard requirements laid down by the federal government, cantons, Suva, SIA, police, fire service, etc., measures also comply with internal regulations. Accessibility and high-quality outside space design are also taken into account. Health considerations in respect of residential space are recognised through quality labels such as “Gutes Innenraumklima” (good indoor climate) certification. Depending on the property in question, feng shui or electrobiology may also be employed. Investment properties
The quality of the offers also plays a decisive role for tenants of investment properties. The surveys show that commercial tenants of office, commercial, retail and hotel space particularly appreciate Mobimo properties for their space, central locations and connections. Mobimo of course ensures that its properties conform to the requirements and standards laid down by the federal government, the cantons and organisations such as the SIA and Suva. During 2020, Mobimo engaged in intensive and constructive dialogue with its commercial tenants in the catering, hotel and retail sectors, which were affected by the government coronavirus measures. The company defined tailored support measures worth a total of CHF 6.5 million. obimo also views the duration of customer relationships as eviM dence of a generally high level of satisfaction and of good product quality. Mobimo has long-term customer relationships (average: 11.4 years) with its five biggest tenants (19.8% of rental income).