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.
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It’s vital for property managers to know how tenants are feeling about their on-site experience to help ensure lease renewal. Some of the largest companies in the world — Uber, Facebook, and Airbnb — can at least partially attribute their success to listening to their customers. The name of their success game: loyalty. Using in-depth and easy-to-use surveys help these companies detect problems, issues, and opportunities for growth. The common denominator among these operations is that they take customer satisfaction extremely seriously — and so should you.
Here, we delve into how customer surveys make these companies successful by building loyalty and trust.
Read our blog post on how to create the most effective customer service survey.
Uber’s customer satisfaction survey is performed in real time, and conducted personally between you and the driver. The feedback is instant. The driver knows right away how satisfying the passenger’s experience was, complete with star rating, comments and now the ability to tip directly on the app. Uber alo asks for feedback on specific aspects of the ride such as friendly conversation, safe driving, etc. Of course, the driver gets to rate the rider as well. This goes on the riders’ permanent records, for future Uber drivers to consider when picking them up. They may know ahead of time that riders don’t want casual conversation or loud music which is now included in pre-ride prompts as well as profile settings.
Uber employees themselves also have a chance to rate the rideshare company directly, and the truth may hurt a little bit. Uber tries to understand and know its employees job satisfaction every six months. According to a leaked survey that was published by Business Insider, only 40 percent of the respondents felt that their compensation was “fair.”
However, 63 percent of Uber workers reported that they believed the company acts in a “socially responsible way.” Good news, considering that Uber had a rough ride within the last few years: a confrontation with New York City taxi drivers and sexual harassment allegations directed at the company CEO.
Still the King of Social Media (no matter what the kids say), Facebook is hard at work in an attempt to regain user trust after a number of security incidents and government hearings on how the social media platform advertises, markets, and generally does business. Now more than ever, Facebook is looking everywhere it can for improvement in customer satisfaction and transparency.
More and more often now, you’ll see satisfaction surveys in your feed, in the form of a question (either open-ended or multiple choice, or both). Facebook and its advertisers want to know if you are interested in what they are selling, and if you would like to offer up more personal information for them to use, or improvements that they can make.
Once guests complete their Airbnb experience, the company wants to know about their experience. This is not unusual in the travel industry, but Airbnb provides a three-minute survey that strives to help them offer better service and better accommodations. The questions, similar to Uber and Facebook, are multiple choice, along with open-ended questions to allow more detailed customer feedback.
Airbnb is all about giving their customers the space they need to enjoy their vacation, and the space they need to give feedback. This strategy has increased the number of bookings by 25 percent, just with their referral program alone.
In 2017, 55 percent of Airbnb users were “very satisfied” with their experience, according to Statista. SharesPost’s Second Annual Alternative Accommodations Consumer Survey reports that 81 percent of respondents who used Airbnb reported they were either “extremely satisfied” or “very satisfied.”
Improve tenant satisfaction with a high-quality emergency communications program
Here at Kings III, we also utilize tenant satisfaction surveys via the widely used Net Promoter Score Survey. Our scores consistently average in the high 70’s and 80’s. These are exceptional scores of which we are very proud. We’re talking close to Apple territory here and far ahead of typical security industry numbers.
Be proactive and work toward tenant satisfaction before the surveys get distributed. Address your tenants’ safety concerns with a Kings III Emergency Communications system, which gives them the power to get fast help when needed. Our highly trained and certified operators will be informed immediately of any danger, accident, threat, or other emergency and get tenants the help they need. No dropped calls or missed signals, some things a cell phone user might have to worry about. All the while, as the property manager, you will reduce your risk and liability exposure via features such as our call recording.
In addition, Kings III staff are trained in providing pre-arrival medical instructions in the event of a health emergency or accident, reinforcing your tenants’ feeling of security until help arrives. This could make a great deal of difference in tenant satisfaction survey results.
Click here to find out more about how Kings III Emergency Services can contribute to tenant satisfaction, transparency, and property value.