What Have We Improved On In The Last Six Months?
In our last survey these were the aspects that required improvements. Consistency of deep cleaning and more events were two things that stood out to us. Here is how we tackled some of them:
Consistency of Deep Cleaning
In our last semi-annual survey we received feedback that the consistency of deep cleaning was lacking. We have implemented a deep cleaning schedule and have brought this up with our cleaning staff. We’ll be sharing reminders to inform housemates and the cleaning staff which area has been scheduled for the week. Furthermore, more frequent home inspections have been scheduled to make sure all the homes are equipped with enough kitchen utensils and that they are in great condition!
More Events
We anticipate that we will be receiving this feedback for most of our semi-annual surveys. Our members love the Casa Mia Coliving events so it is understandable that they want more of them! We have a number of events on rotation and have increased the number of other events that we host. More on that in the next section. You can find out more about our current events, here!
We hear you!
Overall we received great feedback regarding the cleaning services. There were a few comments that suggested an improvement for the deep cleaning schedule. There were also a couple of members that had highlighted housemate issues as a area of concern. Lastly, our members would love us to host more Casa Mia Coliving events. Read on to find out how we will improve on these fronts!
Change of Business Model
We recently observed a notable decrease in our Net Promoter Score (NPS), which dropped to 2.7% from 24% in August 2023. This shift is attributed to a significant change in our pricing model designed to offer to our prospect the ability to make an informed purchase decision when they are shopping for a room. Our previous all-inclusive model did not allow that, as most of our competitors in Singapore do not offer an all-inclusive price. You can read more about that here!
While our NPS has declined singificantly, it is important to highlight that we have seen improvements in various other areas. We are committed to transparency and believe that every transition involves its challenges. We hope that this drop is temporary, and as our members get more and more familiar with the new pricing model, we will see our NPS raise back to the level which we used to enjoy. We appreciate your understanding and support as we navigate this transition period and strive to enhance our service for everyone.
Enhanced Cleaning Standards
We’re thrilled to report that overall feedback regarding our cleaning services has shown notable improvement since our last survey. With the help of our community team we have also hired more inhouse cleaners allowing for more ease and organisation regarding cleaning schedules and improved communication. We understand the importance of maintaining a pristine living environment, and we're committed to upholding the high standards we promise.
To ensure our cleaning process meets these standards, we’ve partnered with Simply Good earlier in the year who supply environmentally friendly and sustainable cleaning tools. In addition, we are investing in new equipment, including extendable feather dusters for fans, to enhance our cleaning capabilities. Furthermore, we’re introducing a new system with magnets to indicate the areas of the house scheduled for deep cleaning each week. This initiative aims to keep our coliving members well-informed and ensure transparency in the cleaning schedule.
Addressing Housemate Concerns
We’ve also heard feedback about housemate-related issues. It’s clear that there is a desire for more involvement from our team in these matters. While we strive to foster a harmonious living environment through our thoughtful selection process, we recognize that not all housemate relationships will be seamless - and that is to be expected!
We encourage open communication among housemates to resolve issues independently, as this fosters a more respectful and cooperative community. That being said, if any situation escalates and breaches our community guidelines, we will step in to address it. Our goal is to support a positive living experience for everyone, while empowering our members to manage their own housemate interactions. At Casa Mia Coliving we take proactive decisions to ensure that our community is composed of welcoming and friendly coliving members and housemates. We do not hesitate to help members transition out of our community if we do not feel that we are the right fit for them.
Exciting New Events and Partnerships
We’re delighted to announce that we are expanding our event offerings to bring even more value and engagement to our community. Stay tuned for a diverse range of upcoming events designed to enrich your coliving experience. You can find a list of our upcoming events here!
Additionally, we’re excited to welcome three new partners to our collaboration list:
- Oo La Lab: Discover unique and creative experiences that blend art and community.
- The Ice Bath Club: Explore the benefits of ice baths and wellness practices for your physical and mental well-being.
- Work Buddy: Enhance your productivity and work-life balance with tailored support and resources.
This was feedback that we also received in our last semi-annual survey and we’re not surprised. We’ve been hosting big events in the last couple of months (our biggest First Friday to date was this month!) so we are happy to hear that our members want more of these!
We will also be introducing more regular events such as tennis tournaments, neighborhood get-togethers and other seasonal events, like the mooncake making class coming up this month!
Other General Feedback
Here is some other general feedback we received - very proud of our team, keep up the good work!
- Customer service is really easy to get a hold off. The rooms are really good value, flatmates are nice. I really love this company. Keep doing what you’re doing!
- I like staying here and the community built around it! Feels like home now :)
- High security, easy booking, good and fast communication
- Nice community and no surprises when you arrive at your apartment, it looks exactly like the photos. The events are really appreciated to get to know other foreigners and exchange with them on our lives here in Singapore. The different teams (sales and butler) are really fast to answer our questions.
- I've had some of the best flatmates ever at casa mia, I can only recommend it to people I know.
Thank YOU!
We deeply appreciate any feedback and support we receive. Our mission remains to create a welcoming and supportive environment for young professionals moving to Singapore - we’ve been doing this for a little over five years now. We recently celebrated our five year anniversary (read more about it here) and are amazed at the flourishing community we have created! Thank you for being a part of our community and to those that have been giving us feedback - thank you for helping us make Casa Mia a better place to live!
Stay tuned for more updates and feel free to reach out with any thoughts or suggestions.
Here’s to an amazing rest of the year!
