BLOG CATEGORIES

Create The Most Effective Tenant Satisfaction Survey

Create The Most Effective Tenant Satisfaction Survey

Tenant satisfaction surveys are key to making smart and skilled business decisions that make sense for your property. They give you the valuable opportunity to gain more in-depth insight from your consumers. Here are some tips for doing them well.

Property managers are involved in an ongoing business relationship with their tenants, so regular feedback is a vital part of improving the tenant experience. Tenant satisfaction surveys help to get into the heads of tenants and learn of important issues that may need more attention. At the end of the day, we’re all people and people like to be heard. Even better when feedback is put into action.

Here are a few ways to assure that your tenant satisfaction surveys are most effective:

Ask for honest feedback.

Sometimes the truth hurts (especially when you’re being trolled online), but in many cases, the truth helps you offer a better product and service. Obviously, you want to know how tenants feel about your property and onsite staff, but be sure to drill down and ask specific questions, not general ones. This should encourage more direct answers and honest feedback. Examples of specific questions can include:

  • What do you believe could be improved in property entrances?
  • What do you view as a specific weakness of this building? A specific weakness of management?
  • How about strengths of the property? Management strengths?
  • What repairs would you like to see?
  • What renovations do you think are necessary on the property?
  • Requests for specific feedback — rather than general stream-of-consciousness musings — may encourage them to let down their guard.

Guarantee anonymity.

If tenants know their responses are anonymous, they may be more candid in their feedback. Make it clear to them that the survey is anonymous so that there is no doubt in their minds. There are many online survey tools that can make this happen; two of the most popular are Survey Monkey and Survey Planet.

FREE DOWNLOAD >> The Five Key Elements of Property Safety

Avoid “yes or no” questions.

“Do you feel safe entering the building after dark?” may be the question you want to ask, but the answer may not be specific enough for you to make improvements. An answer of “no” to that question will not give you enough information to initiate change, unless you work on assumptions. Design your questions for open-ended answers. Example: “How do you feel when entering the building after dark? And what improvements to that experience would you suggest?” Also, if a tenant thinks the rent is too high, an open-ended question may help you get to the bottom of why tenants feel that way. You may also ask what amenities tenants think would warrant a rent increase.

Work toward the most responses

The larger the data set, the more credible and robust the feedback. Encourage responses by offering gift cards from local businesses, especially local restaurants. If possible, a rental discount is an offer they can’t refuse.

Develop a thick skin.

Don’t throw in the towel if you hear any — or especially overwhelming — negative feedback. Think of it as an opportunity to improve tenant experience. Remember too that satisfaction surveys are proof that you care about what tenants think and that you are open to listening and making improvements. Tell them their survey is not just some empty gesture or business admin obligation, but a real attempt at finding out how tenants feel and how life on the property can be made better. The comments and answers may even improve with your next survey as a result.

Ask questions that get to the heart of the matter.

Focus on problems and issues that seem to be the most prevalent. Your tenants will appreciate your doing so. Some examples can include:

  • How could our leasing process be improved?
  • How can we best make you aware of our safety features?
  • If a maintenance or repair request was not handled in a timely manner, how long did you have to wait and how was the situation addressed by management?
  • In what ways can we communicate better with you in the future?
  • In what ways can we be more proactive in improving your satisfaction?

Be proactive before the survey gets circulated: improve your property with meaningful property inspections. Click here to read more.

Safety is a necessity and questions relevant to how safe tenants feel should always be on your survey. In fact, a survey recently conducted by Kingsley Associates showed that among the 670,000 renters surveyed, property security fell into the top six renewal decision factors. Proactive property managers take notice of safety concerns and seek out improvements to help their tenants feel safer. Our emergency response service is focused on exactly that – providing an amenity that contributes to property safety and empowers your tenants to summon help when they need it most – during an emergency. Our service helps improve tenant experience in a less than desirable situation while also helping you to mitigate risk and liability exposure. What’s more is we keep your on-site staff informed of what’s transpiring so that you can take action as you wish for damage control.

At Kings III, our focus is on service to all people (your tenants, employees and visitors) in less than desirable circumstances, as safety is a large component of tenant satisfaction. See more about our services here.

The Five Key Elements of Property Safety

KEEP LEARNING

Elevator Video & Text Communication for 2019 ASME Code Update

Recent changes to the ASME code will change how entrapped passenger communicate with emergency personnel. What does that mean for property managers and those who are responding to the emergency calls?

Life Safety Considerations When Renting to Seniors

Renting to a more seasoned crowd  sometimes comes with a separate set of issues and concerns that you may not face with younger tenants. Here's our tips.

Will Your VoIP System Come Through For You In An Emergency?

When it comes to emergency communication, modern marvels like cell phones and Voice Over Internet Protocol (VoIP) may not be your most practical option. Here, we raise some awareness to the limitations of utilizing VoIP for emergency calls made from your property.

New York Approves Elevator Safety Act

Governor Andrew Cuomo has approved the Elevator Safety Act, which raises the standard for New York's elevator mechanics. Here's what you need to know.

What To Consider When Hiring Security Guards For Your Property

When it comes to your property’s life safety and security, the ultimate goal is to show your tenants that protection and prevention are your top concerns. Consider a security guard as part of a well-planned mix with emergency communications technology.

WFAA Points Out Elevator Safety Concerns in Texas

Recent news in Texas highlights why elevator safety requires more than passing an elevator inspection. What can you do to protect your property and tenants?

Recent News Reveals Elevator Rides Turned Tragic. What Can We Do?

This blog post references a recent event that was by all accounts a tragedy, but we're not here to scare you or point fingers. We simply want to raise awareness that elevator accidents can occur anywhere. What can you do to improve the situation?

How To Make Good Use of Vacant or Derelict Space

Vacant spaces: not ideal, but something property managers must deal with. When not attended to properly, they can become a safety hazard, but by taking the right actions, not only can you make those area safer, you can even use them to your advantage.

Learn From The Three Best Consumer Satisfaction Surveys

Customer satisfaction is a priority that is not unique to the property management industry. Here, we'll take a look at how property managers can improve tenant experience using examples of the best customer satisfaction surveys across all industries.

Kings III makes it easy as a single point-of-contact for all your emergency response needs. With expertise in line connectivity, compliance codes, equipment maintenance and safety protocol, we offer the total package.