02/05/2023
Another six months are by which means another round of survey results is in! This is our fifth semi-annual survey and it is still a great tool for us to help improve our service. Our Net Promoter Score today is 22%. While this is a great NPS overall, this round of surveys gave us more feedback and potential improvements to look into.
These insights are vital not only for our members in order to provide them with the opportunity to share feedback but also for us to improve our services. It has been great to see how many members take the time to share their thoughts with us. With the feedback we receive, we make it our top priority to improve. For example, in the last semi-annual survey (August 2022) we received feedback on the housemate selection process and events, and over the last six months, we have been able to improve on these aspects. For a more recent update from August 2023, check out our latest semi-annual survey here!
Six months ago, our members highlighted that they felt there could be improvements to be made when it comes to the housemate selection process. At this point, we had just launched our pre-selection questionnaire, a tool designed by an intern from the National University of Singapore alongside guidance from a faculty member. This tool was created to improve the process of selecting and matching members to our coliving homes. More information about that can be found here. In this survey, we still found that a number of members wanted to be more involved in the housemate selection process. They suggested that they could hold an interview for new members. As great as this would be, it is not very feasible on a scale of 300+ rooms. The implementation of the questionnaire is in place to make sure that all members joining Casa Mia are an excellent fit for the community and are all open to the concept of coliving.
Events continue to be our member’s favorites and we don’t blame them! During our last semi-annual survey we said we would always make sure to have at least three sets of events planned per month. We continue to do so and have even added a few more!
Lastly, we want to actively encourage our existing members to utilize our private Facebook group. The Casa Mia Members’ Facebook group can also be used to share tips or recommendations for things such as nearby coffee shops, the best bars around town, or any cool events that are coming up. With over half of the Casa Mia community in this Facebook group, we look forward to seeing members interact and share their experiences.
From the survey that we just closed end of February 2023, we learned response time on maintenance issues and consistency of cleaning service are areas for further improvement. Both quality of new home launches and rental prices were also commented on by our members.
As part of our Easy Living solution, we are here to help with any issues that our members have while living at Casa Mia Coliving. To improve our response time:
All our homes come with weekly cleaning included in our rates. This includes communal areas (such as the dining room, kitchen, and living room) as well as the members’ bedrooms (for no additional charge). Of course, if you don’t want your room cleaned or no linens to be changed, you can always opt-out. We received feedback that our members wanted a more consistent cleaning service regarding the cleaning staff and cleaning quality.
While there is still room to improve on this, with the recent improvements in the labor market in Singapore, we are confident that we can continue to further improve our cleaning services.
Another aspect we need to improve is the quality of our new home launches to make sure they are in great condition when our members move in. Over the last couple of months, we have had an influx of new homes (thanks to our home acquisition team). This meant that the Operations team had a lot of tight deadlines to meet and subsequently, a few apartments were launched in average condition. We want our members to feel at home when they join Casa Mia. By introducing a more thorough checklist and home inspections we strive to improve our home launches so that the homes are perfect for our members to move in!
Increased rent was also among the feedback we received from our members. Of course, this is understandable and none of our members are going to be ecstatic about increased rent. A few things to note:
Overall, 82% of our members would recommend Casa Mia Coliving to their friends and family. This is great to hear :)
We also asked our members for any other general feedback and suggestions that have either helped make their stay great or how it could be even better. Here are some of the comments:
You can also find some more feedback in our Google reviews!
As mentioned before, these surveys are integral for us to understand how our coliving members are enjoying their time at Casa Mia. The results always spur creative chats with the team behind Casa Mia and help us come up with creative ideas and smart solutions to improve and make this the best coliving experience for our members. We look forward to improving and moving onwards and upwards. Check out our semi-annual survey results from August 2023, here!
Hi, I’m Flo, the Marketing Comms and Event manager at Casa Mia Coliving. Apart from organising the best events and making sure our social media is following the latest trends, I enjoy cooking, hiking, beach-ing and skiing (still waiting for a ski dome in Singapore).