Aalto University Campus & Real Estate (ACRE) measures its facility tenants’ satisfaction annually through a customer satisfaction survey. According to the latest results, satisfaction with ACRE’s premises has improved from last year, and tenants are especially pleased with lobby services, cooperation, and customer service.
ACRE maintains, develops, and leases Aalto University’s office, retail, and production facilities in Otaniemi (Espoo), Töölö (Helsinki), and Metsähovi (Kirkkonummi).
In April–May 2026, ACRE conducted a customer satisfaction survey among Aalto University’s facility tenants as a combination of telephone interviews and an online questionnaire. The goal was to assess tenant satisfaction with both the premises and ACRE’s activities as a service provider. The response rate was 35%, and the respondent profile reflects well the tenant mix across different sites.
ACRE’s overall rating improved and NPS strengthened
The study confirms that tenants’ experience of Aalto University’s campus premises and of ACRE as a service provider remains strong. The Net Promoter Score (NPS) rose from 44 last year to 48, indicating higher willingness to recommend ACRE’s premises. At the A Grid startup hub, NPS is particularly strong (56).
In open-ended responses, tenants cited a functioning ecosystem, good value for money, and everyday smoothness as reasons to recommend; they also highlighted the importance of the community and the practicality of the premises.
Overall ratings also indicate positive development: ACRE’s rating on a five-point scale increased to 4.2 (2025: 4.0), and the campus area maintained a strong rating of 4.3. Respondents especially praised lobby services, smooth cooperation, customer service quality, staff accessibility, and safety/security.
Startup entrepreneurs satisfied with facilities and community
At A Grid, satisfaction is consistently high, with particularly strong ratings for common areas and the support provided by the community.
Compared to other groups, A Grid tenants find the premises better suited to their needs and have been more active in participating in teaching. At the same time, 60 percent of A Grid companies have collaborated with other organizations in the building. Open-ended feedback praised lobby and customer services, meeting facilities, and community-building efforts.
Areas for development mentioned in open feedback included more events and more effective event communications, additional phone booths, more intuitive informal meeting points, improved bicycle parking, and clearer wayfinding.
Action plans will be created based on the survey responses
Based on the feedback, ACRE will focus development on practical themes. Some of the topics raised are already being addressed in ongoing projects. New feedback items will be reviewed, and measures to address them will be planned for the coming months and years.
Key focus areas will include improving the user experience of digital services such as the Extranet, as well as enhancing tenant communications and guidance. At A Grid, the plan is to strengthen the sense of community by developing formats that support networking and by improving, among other things, wayfinding.
ACRE’s Head of Leasing and Customer Experience, Jenna Isokuortti, is pleased with the results of the customer satisfaction survey:
“We warmly thank all respondents for the constructive feedback. It guides our work and helps us target development where it most improves tenants’ everyday life. We will continue implementing measures together with our tenants and service partners and will report on progress through ACRE’s channels.”
For more information about the Aalto University Campus & Real Estate customer satisfaction survey, please contact Jenna Isokuortti, Head of Leasing and Customer Experience, jenna.isokuortti@aalto.fi.