Woonbedrijf: New Technology Makes Resident Experience Visible
Woonbedrijf works every day to ensure that residents can live comfortably and peacefully in their homes and neighborhoods. To achieve this, Woonbedrijf made resident experience a key element of their corporate plan and sought a tool to systematically assess it.
Listening to All Residents
Forum developed an innovative experience study, shifting the focus from traditional surveys to active listening. With open, associative questions, the experiences of all residents were mapped out, and the stories were analyzed to produce concrete decision-making information for each neighborhood and complex.
Forum introduced the Net Emotion Value as a KPI, allowing Woonbedrijf to integrate hard data and resident experience into their decision-making process. Resident stories now play a crucial role in making decisions that are more aligned with what residents truly need.
Thanks to this innovative method, Woonbedrijf has a powerful tool to quantify resident needs and use this information for targeted improvements in their neighborhoods.
“Together, we are learning what this experience research can mean for our residents. What I appreciate is the equality in discussions, the professionalism in advice, and the thinking in possibilities. You are not afraid to suggest and explore new options. Forum opens up a world of new possibilities.”
