Customer satisfaction with Aalto University campus premises remains high – ACRE’s overall rating increased and NPS strengthened

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.

Spaces and campus earned praise 

Aalto University’s campus premises are viewed as very well-suited to business operations, and the campus location supports tenants’ activities. The majority of respondents intend to renew their lease for the next term. About half of the respondents benefit from collaboration with other campus actors. Participation in campus events as well as research and teaching activities remains fairly modest, although participation in teaching has picked up compared to last year.

Overall satisfaction with campus services is high. Public transport and connections received excellent ratings, while restaurants and cafés as well as daily services were rated good. The most improvement potential was seen in sports services. Open feedback called for more dining options especially in the evenings, clearer wayfinding inside buildings, and more flexible parking including easier guest parking. 

Sustainability is strongly present in tenants’ operations: 61 percent of respondents have organization-specific sustainability targets. While slightly lower than last year, the figure still indicates broad commitment.

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, ACRE will 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.