"At Summit Properties, we have polled our residents yearly for over 20 years. Having a sound resident feedback program has allowed us to maximize resident satisfaction and our properties' performance. Switching to SatisFacts, and having them build a customized appraisal program, has provided us with many benefits over our past written survey programs. Their program is non-intrusive to our corporate and property staffs, which has been a problem in the past. We found that with participation so high, we no longer needed to hold parties and offer incentives to try and increase responses. The rollout was infinitely easier and we had our final reports in our hands in just 30 days, a third of the time that past programs took. Their statistically valid methodologies and support really mattered because it meant we could finally have confidence that the results were representative. Lastly, SatisFacts provided much more than just research...their summary reporting, consulting and planning support made it easy for all levels of our organization to create sound, actionable plans."

Randall M. Ell
President
Summit Management Company

SatisFacts
is a proud member of:
NAA
NAA

Resident Satisfaction Surveys and Services

Service Listing:
Annual Resident Satisfaction Surveys – The Planning Tool
Insite™ Move-In, Work Order and Pre-Renewal Web-Based Feedback Loops
Due Diligence/Acquisition/Takeover Resident Satisfaction Property Surveys
Special Projects, Feasibility/Preference Surveys
Resident Relationship Management Services™: Consulting and Training
Consulting Services Group - And Our All-New Work-Time Analysis Program

Annual Resident Satisfaction Surveys – The Planning Tool

Take the Guesswork Out of Resident Retention™ by using the feedback from resident surveys as the foundation for developing sound management action plans. Resident survey results help to ensure that plans focus on the real issues impacting resident satisfaction, resident retention and turnover. The “Annual” is our most comprehensive and powerful resident survey and reporting package.

Multiple recruitment modes and data collection methodologies.

  • Random telephone surveys.
  • Web surveys.
  • Written surveys.

Build a program to meet your budget and preferences, and maximize inferential power and statistical validity.

  • Accurate, statistically validated feedback on issues impacting satisfaction and resident retention is critical, since the survey findings help drive the development of sound Resident Relationship Management™ plans and the decision making process.
  • Annual resident satisfaction surveys have multiple valuable uses.
    • Evaluation Tool
    • Guide Property Action Plans – Take the Guesswork Out of Resident Retention
    • Benchmarking
    • Integrate into Incentive Programs
    • Property Due Diligence Support and Takeover Plans
    • Advertise Award Winning Resident Satisfaction Scores to Prospects
    • Capital Improvement Decisions
  • Statistical validity issues with traditional single-mode, staff distributed written surveys.
    • Non-random; not representative; staff controls who receives surveys.
    • Validity issues are significant as findings are the foundation for plans.
    • SatisFacts reduces sampling bias by controlling recruitment (eliminates on-site staffs from selecting recipients).
  • Random telephone surveys provide inferential power and minimize the threats to statistical validity.
    • Methodology of choice for all national public opinion surveys.
    • Random sampling is the basis of probability statistics/sampling; best defense vs. statistical validity threats.
    • 80+% resident participation rate; sampling goal delivers a cross section of opinions, including the “silent majority.”
    • Inferential power at all levels.
    • State-of-the-art call center with 200+ work stations and multi-lingual surveyor capabilities.
    • Resident contact information collection processes and support services.
  • Web surveys based on a mixed-mode sample recruitment model.
    • Unique recruitment program expands coverage, reduces validity threats.
    • Provides superior statistical validity and inferential power vs. traditional hand delivered surveys.
  • Written survey program addresses traditional weaknesses.
    • Unique recruitment program increases response and eliminates property staff involvement with sample selection.
    • Unique data collection program enhances response likelihood and feedback.

Insite™ Move-In, Work Order and Pre-Renewal Web-Based Feedback Loops

Insite Move-In Insite Work Order Insite Pre-Renewal
While Annual resident satisfaction surveys serve the purpose of providing a sound foundation for developing focused management action plans, our “touch point” services create a 24/7 customer feedback loop and serves as a powerful customer service safety net. This low cost program can replace your slow, costly and time consuming program of pre-stamped, pre-addressed leave-behind cards. Instantaneous email and online reporting gives you immediate feedback...and the chance to quickly follow up with resident issues.

A 24/7 Customer Service and Resident Feedback Safety Net
Insite ™ Helps Improve Service Delivery

Start or Replace Your Existing In-House Program
From Only $299/Property/Module/Year
(Two Modules from $399, Three Modules from $499)

  • Move-in, Work Order, Pre-Renewal and Unclosed Traffic services
  • Recapture residents with an economic benefit that far outweighs the cost
  • Replace your costly, time consuming, in-house program with a non-intrusive solution
  • At move-in, validate that expectations promised are being delivered
  • After work orders are completed, insure the work meets expectations
  • Prior to lease expiration, validate service delivery and identify/address issues impacting renewal likelihood
  • Insite™ and Insite+™ participation recruitment models
  • Websurveys are easy for residents to complete
  • Instant email reporting of survey results and resident contact info
  • Web-based realtime reporting
  • Recognized SatisFacts and ResidentSurveys.com brand names

Due Diligence/Acquisition/Takeover Resident Satisfaction Property Surveys 

Financial statements, interviewing the staff, and inspections typically do not reveal critical issues that impact performance potential: how well the staff performs their job; takeover priorities; budgeting issues; and the issues that are most important to residents, and thus lease renewals. Reports are delivered in approximately two weeks.

Special Projects, Feasibility/Preference Surveys

SatisFacts can develop surveys for any need, such as: feature, amenity, and/or services preferences; technology needs; service and related program evaluations.

Resident Relationship Management Services™: Consulting and Training

Consulting services include resident retention-related management plan recommendations, action plan development, and Quality Circle/Change Management support. Plus a wide variety of seminars are offered, focusing on the findings from our large national resident satisfaction survey database and the implications they have on property management, resident retention and Resident Relationship Management™.

Consulting Services Group - And Our All-New Work-Time Analysis Program

A wide variety of operational and technology related services are available: Work-Time Analysis, Operational Audits, Ancillary Income, Technology Integration, Process/Change Management.