Achieving Resident Satisfaction: The Top 10 Apartment Resident Complaints
Last month, J Turner Research, a leading marketing research firm serving the multifamily industry, released a ranking of the top 10 apartment resident complaints based on an analysis of 10,000 resident satisfaction surveys completed over the past two years at apartment communities nationwide.
According to the analysis, apartment residents are most likely to complain about rental rates more than any other issue. Following rental rates, residents are also most likely to be concerned with on-site customer service from both management and maintenance staffs, an issue mentioned in three of the top five complaints. In order to better achieve resident satisfaction, you’ve got to find out the source of their discontent. Then you and your property management team are better equipped to figure out ways to resolve it.
The Top 10 Apartment Resident Complaints
- Rental rates
- Poor grounds/common area upkeep
- Disorganized staff/lack of communication with staff
- Quality of response to maintenance requests
- Overall customer service of management staff
- Quality of parking/parking availability
- Concerns over security/safety/lighting
- Lack of upgraded amenities
- Pets not on leash/poor pet waste removal
- General lack of preventative maintenance
Achieving Resident Satisfaction
“Apartment residents remain concerned with a broad range of customer satisfaction issues but far and away the immediate opportunity to improve customer service and resident satisfaction levels is by addressing dissatisfaction with on-site staff responses to resident concerns,” said J Turner Research president Joseph Batdorf in a company press release.
“J Turner Research tracked more than 19 different types of complaints as part of our examination of customer service surveys and the results were unequivocal: resident relations with apartment community staff are one of the key focus areas resulting in concerns that ultimately impact community reputation management and online ratings and reviews.”
Resident Satisfaction Requires Getting Creative
Other areas where apartment owners and managers can make an impact on resident satisfaction, according to J Turner Research, are completing outstanding service requests, offering appliance upgrades (especially during the renewal process), and amenity and common-area improvements. Even with budgetary constraints, many apartment communities are getting even more creative to help ensure their residents stay happy, or at least reasonably content. The key, however, is communication. Residents want to be heard. If they know you’re listening, you’ve resolved half of the problem.
What’s on your top 10 list of resident complaints and how do you address them?