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.
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
2022 ELLIES WINNER
Best Supplier -
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
FREE DOWNLOAD >> The Five Key Elements of Property Safety
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.
How is Your Premise Liability Law IQ?
A premises liability lawsuit holds a property owner responsible for any damages arising out of an injury on that person or entity's property. Keeping your property safe is, therefore, your number-one priority. Here's exactly what you need to know.
Kings III of America Announces CEO Transition
Kings III today announced that as part of a thoughtful succession process, Dennis Mason will be stepping down as Chief Executive Officer and transitioning to Senior Advisor. Norm Nelson, who has served as Chief Operating Officer since 2018, will succeed Mr. Mason as CEO.
Apple iPhone Setting Ties Up 911 Call Centers
A recent news story highlights how an iPhone safety feature may be adversely affecting 911 call centers. Here's what property managers should be thinking about when it comes to their own onsite emergencies.
Types of Emergency Phones: Glossary and Resources
If you are looking into information on emergency phones, it’s worth getting some context on all emergency response options at a high level. Here, we’ll attempt to do just that with a ‘types of emergency phones’ glossary where we’ll provide important facts and links to outside resources for ALL types of emergency phones, along with special considerations.
Winter-Proof Your Elevators
When elevators break down or work improperly, especially during inclement weather, we are reminded of their vital importance. Pay attention to the following items, especially in winter weather, to help keep your elevators running safely and smoothly.
Kings III Makes The Dallas Morning News Top 100 Places to Work List Becoming a 3x Winner
We're honored to be recognized by our employees and The Dallas Morning News by making the daily newspaper’s Top 100 Places to Work list for the 3rd year in a row, falling in at 28th in the midsize companies category.
Best Practices for Using Video Surveillance on Your Property
Video surveillance is a common life safety tool for property managers. In fact, the latest elevator safety codes show how it can even be an essential component of emergency response for those with a disability. Here are some best practices to keep in mind when adding video surveillance to your security mix.
Arcline Investment Management to Acquire Kings III of America
Arcline Investment Management ("Arcline"), a growth-oriented private equity firm, today announced the acquisition of Kings III of America ("Kings III"), a leading third-party provider of elevator and pool emergency monitoring solutions in North America, from Rockbridge Growth Equity and Thayer Street Partners.
Saving Labor and Service Costs During Inflation
We simply can’t ignore the elephant in the room: inflation is causing unprecedented rises in prices. Learn how turnkey solutions with maintenance included can be your saving grace as a property manager.