At the Management Works, our biggest priority is ensuring that our residents are happy with their homes. We seek to improve wherever we can and foster an environment of open communication with everyone living in a property we manage. One way we facilitate this is by surveying our residents after they move in, after they move out, and following maintenance visits.
Using our online platform, residents can easily give a star rating out of 5 and answer a few questions. This provides a straightforward way to track how our residents feel after each important interaction, while simultaneously allowing us to see where we might improve. By providing an almost effortless way for residents to give feedback, we find they are more likely to respond and offer constructive comments. Property managers read through these surveys and track progress over time. We often reach out to individual residents following the surveys if they were not satisfied with any part of the moving or maintenance work process to ensure we fully understand their concerns.
Example of one resident response to a survey. It is always lovely to hear positive feedback from our residents!
For example, as of November 2020, we see that following moving in, residents answered the question “How likely are you to recommend us to somebody else?” with a 4.63/5 star rating. 97% of surveyed residents said the staff they interacted with were friendly and respectful. Upon moving out, residents gave an average rating of 4.27/5 regarding their satisfaction with the maintenance team, and our maintenance team scored 4.02/5. Following a maintenance work request, residents answered “How satisfied are you with the overall experience?” with an average rating of 4.5/5, with 88.75% of residents agreeing that the work was completed in a timely manner.
It is it imperative to us that our residents feel they can be honest with their property managers, and that managers are responsive and helpful. We have a wonderful team of managers and maintenance technicians who will continue to survey residents to capitalize on any opportunity for improvement.
Example: Data analysis of move-in survey responses.
Data graphics from Appfolio.
