What do tenants want from their landlord? In short: a landlord who is easy to reach and replies quickly, fault reports that get fixed and are visible, clear information, premises in a location that makes staff want to come in, flexibility when needs change, and sustainability that can be shown in numbers. Tenant expectations have risen, but they are less about new technology than many assume. Below we go through what the surveys actually say and what you as a property owner can do to keep tenants satisfied.
How tenant expectations and satisfaction are measured
The most established survey in Sweden is Fastighetsbarometern, which CFI Group and Fastighetsägarna (the Swedish property owners' association) have run since 1997. It measures how commercial tenants in offices, retail and warehouses experience their landlord and summarises the result in a Customer Satisfaction Index (NKI) on a scale up to 100.
Some results from recent years:
- Satisfaction is at a record high. In 2025, commercial tenants gave their landlords the highest satisfaction score to date. Hufvudstaden scored 89 in the office category for large companies.
- The industry average is around 79. That was reported with the 2024 results, where the best companies were almost ten points higher. The gap between the best and the average shows there is a lot to gain.
- Contact drives satisfaction. The top companies score highly on contact person, fault reporting and information, and the 2025 winners pointed to accessibility, presence and long-term personal relationships as the explanation.
From the occupier side, CBRE's European Office Occupier Sentiment Survey 2025 adds to the picture: 94 percent want premises near public transport, 60 percent name sustainability as an important factor in renewal decisions, and the biggest challenge in getting staff back to the office is creating a vibrant, engaging office atmosphere (53 percent).
1. A contact person who answers
The most common reason for dissatisfaction is not the premises but the communication. Tenants want to know whom to call and get an answer within a reasonable time. It sounds obvious, but in a growing portfolio with few property managers it is easy to lose.
What to do: Give every tenant a named contact person, set an internal response time (for example one working day) and track it. Digital channels help, but only if someone actually monitors them.
2. Fault reporting that works and is visible
When something breaks, tenants want to report it easily, get a confirmation and see when it will be fixed. Transparency often matters more than speed: a case that takes a week but where the tenant knows why feels better than one that takes three days with no information.
What to do: Use a case system where tenants can follow status and get a notification when the case is closed. Measure lead time per case type and see which faults recur.
3. Clear information
Planned outages, renovations, changed opening hours and new waste rules: tenants want to know in good time and in a way that reaches their employees, not just the person responsible for the lease.
What to do: Choose one channel for information and stick to it. Send fewer, clearer messages rather than many unclear ones.
4. Premises that help the tenant bring people to the office
For many tenants, the office is now a tool for attracting staff. CBRE's survey shows that 54 percent of companies want employees in the office at least three days a week, but only 42 percent achieve it. That drives demand for central locations, good meeting rooms, on-site services and adaptable premises. Fastighetsägarna's Sverigebarometer 2026 confirms the same shift: tenants move to better premises, and vacancies rise in weaker locations.
What to do: Listen to what the tenant is trying to achieve, not just how many square metres they need. Shared spaces, bookable meeting rooms and layout adjustments can be the difference between renewal and relocation. The factors tenants weigh when choosing premises are covered in our article on letting office space.
5. Flexibility when needs change
Hybrid work makes it harder for companies to know how much space they will need in three years. In CBRE's survey, 55 percent expect to reduce their office footprint in the medium term, and the share of flexible space in portfolios is expected to grow. Tenants therefore value the option to grow or shrink within the same property, shorter terms for part of the space and access to flexible solutions.
What to do: Have a plan for how a tenant can expand or contract within your portfolio before the question comes up. A tenant who can move internally is a tenant who stays. The differences between lease types are explained in our comparison of flexible and traditional offices.
6. Sustainability you can show
Larger tenants report their own climate impact and need data on energy use, waste and certifications for their premises. Saying the building is "sustainable" is not enough; they want numbers.
What to do: Share the energy performance certificate, certification and consumption data per unit, and offer green leases where both parties commit to measures. More on certifications and green leases in the article on sustainable offices and green buildings.
Satisfied tenants and the vacancy rate go together
A tenant who renews is almost always cheaper than a new one. Every move means empty months, fit-out costs, broker fees or marketing, and often discounts to fill the space again. That is why tenant satisfaction is not a soft issue but one of the most important factors in reducing your vacancy rate.
Expectations start before the lease is signed
A tenant's view of you as a landlord is formed while they are still looking for premises. Quick replies to enquiries, accurate information about the space and a smooth viewing set the tone for the whole relationship. At the same time, searching for premises takes companies a lot of time, and many enquiries reaching a landlord are too broad to lead anywhere.
That is the part Shace helps with. Companies describe what they need, and you as a property owner receive qualified enquiries that match your vacant premises. The premises can be published directly from your own system via API, so the information is always up to date.
Frequently asked questions
What do tenants want from their landlord?
Above all a landlord who is easy to reach and replies quickly, fault reporting that works with feedback, and clear information. For office tenants, location, the ability to adapt the premises and sustainability data also weigh heavily.
How do you measure tenant satisfaction?
The most common method in Sweden is the Customer Satisfaction Index (NKI) through Fastighetsbarometern, run annually by CFI Group and Fastighetsägarna. Many property owners add their own short surveys after closed cases and conversations around lease renewal.
What is a good NKI score for a property owner?
The industry average for commercial tenants in Fastighetsbarometern has been around 79 on a 100-point scale, and the best companies reach around 88 to 89. A score above the average and a positive trend is a reasonable target.
How do you keep tenants satisfied?
Start with the basics: a named contact person, a response time you keep, a case system where tenants see status, and regular information. Then ask tenants what they want to achieve with their premises and plan how they can grow or shrink within your portfolio.
Want enquiries from tenants who already know what they are looking for? Learn more about Shace for landlords.