Every day, some 250,000 people go to work in our properties, and make a difference. As one of Sweden’s largest real estate companies for commercial premises, our premises are where business is conducted, goods and flows are optimized to supply people like you and me with world-class products and services. Our premises are also the workplaces where people grow and develop. At Castellum, we operate through a decentralized organization with a strong local presence in some 20 cities around
Sweden, as well as in Copenhagen and Helsinki. This means that we are genuinely close to our customers, at the same time as we possess breadth and excellence. All this is to tailor the offerings to our customers.
Castellum customers reflect the business world
At Castellum, we have a large contract portfolio consisting of approximately 5,700 commercial contracts. Our customers are found in every industry, and we are represented in many different segments. This means a healthy risk spread as regards geography, type of premises, contract size and tenor. The average lease length for Castellum customers is 4,0 years. Government agencies and departments are one of our largest customer groups, providing a stable and secure income base in the form of customers and longer average lease tenors.
Staying close to the customers — a success factor
Castellum’s organization, with local presence through 20 business areas, provides close relationships to customers and short decision making processes. Castellum employees work close to the market, which means natural access to fresh information about customers’ current and future operations. Customers can thereby be offered premises suited to their needs and benefit from optimal personal service and quick answers.
Castellum employees have a continuous dialogue with customers through personal meetings as well as customer magazines and the website.
As one of the largest real estate owners on local markets, Castellum collaborates with municipalities and local networks — corporate associations, for example — to be an active urban developer that creates attractive work environments for customers.
Satisfied customers generate long-term customer relationships
Positive and long-term customer relations are of crucial importance for growth, and customer surveys are conducted regularly. To evaluate and follow up on our efforts, an external customer survey, the Satisfied Customer Index, is carried out annually. The survey indicates general customer opinion about Castellum as well as how well Castellum performs in the areas of service, business relationships, indoor premises, property condition, environmental questions and information. The survey carried out in 2019 included offices, retail, warehouses and logistics and covered a majority of Castellum’s major customers in all regions. The survey shows continued consistent high marks for Castellum, with a total index of 77 on a scale of 0 to 100. A significant portion of the customers surveyed, 9 out of 10, reply that they are willing to lease from Castellum again and gladly recommend Castellum as a landlord to others.
As seen in the graph below there is a minor downward trend since 2015, but from a very high level, compared to the industry average of 75. The change in customer satisfaction are considered normal movement on a high level. The survey shows general customer perceptions of Castellum, as well as how well Castellum performs in the areas of service-mindedness, business relationships, premises, properties, property service, environment and information. Out of the subcategories surveyed, Castellum returned the highest index in service-mindedness, just as it has over the last few years. The category includes parameters such as personal attention, service and accessibility The customer survey is followed up internally and used as a basis for continued active customer care for even more satisfied tenants. Of those customers surveyed, eight out of ten would choose Castellum again as their landlord. The outcome of the CSI survey serves as an aid for follow-up and a basis for the continual improvement efforts in progress to create even more satisfied customers.