Seniors, satisfaction, and customer loyalty in the social housing sector

Abstract

Housing satisfaction and customer loyalty among seniors in the social rented housing sector is the subject of this study. A questionnaire survey was performed among about 6000 tenants, half of them being 55+ years of age. Older tenants showed both a higher % of satisfied households (92%), and more loyalty towards their landlord (80%) as compared to younger households that lived satisfactory. Offering sheltered or assistive housing to older tenants would further induce the tenants’ loyalty to their current landlord, a housing association.