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.
Find out how to improve safety and reduce costs at your property
Our best-in-class emergency phone + monitoring solutions provide peace of mind and are backed by decades of expertiseLearn More
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.
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.
Are you confident with the emergency response across all properties in your portfolio? Can all of your tenants expect the same care? Here we discuss three reasons why not streamlining this process could be a big mistake.
Should you disable your emergency phone during the off-season (pool phone) or can the monitoring cost be based on usage? Here's the information you need to know.
Stay-at-home orders are being lifted and we are looking for the “new normal.” But what does that mean and how does that impact pool season?
To us, our emergency operators are always “essential workers,” but as Kings III has continued to operate as critical infrastructure throughout the COVID-19 stay-at-home orders, they are now officially deemed as essential by the country. Get to know three of our operators a little better and learn more about our emergency dispatch center in this interview.
These tips will help you with the extra steps you need to take to make sure your property is ready to re-enter an evolving business landscape.
With residents home now more than ever, multifamily property managers face a unique set of COVID-19 challenges. Here are some industry-specific tips to keep in mind both during shelter-in-place orders as well as after, when settling into the new normal.
Property managers who rely solely on in-person security likely never expected that a complimentary emergency response system was necessary. Consider the following.
Deemed critical infrastructure, Kings III continues to operate during this unclear and difficult time. Learn more about what that means here.
What do you consider when evaluating on-site pool safety? The Consumer Product Safety Commission reported the most recent state of pool hazards in a recent study-- here's what you need to know.
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.