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

  1. Rental rates
  2. Poor grounds/common area upkeep
  3. Disorganized staff/lack of communication with staff
  4. Quality of response to maintenance requests
  5. Overall customer service of management staff
  6. Quality of parking/parking availability
  7. Concerns over security/safety/lighting
  8. Lack of upgraded amenities
  9. Pets not on leash/poor pet waste removal
  10. 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?

 

 


Contributor, Property Management Insider

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Michael Cunningham is Content Marketing Manager at ProofHQ, and the former Managing Editor of PropertyManagementInsider.com. He worked as a social media manager for RealPage, Inc., a provider of on-demand software solutions that integrate and streamline single-family and a wide variety of multifamily rental property management business functions. He is responsible for promoting the company through various media channels, including editorial, print and online advertising, and social media. Michael received his education at Indiana University where he majored in English.

3 responses to “Achieving Resident Satisfaction: The Top 10 Apartment Resident Complaints”

  1. CA says:

    How about inconsiderate neighbors who constantly stomp on their floor with no regard that it’s your ceiling!

  2. Marla says:

    My biggest complaint are the noisy neighbors upstairs. Stomping, door slamming , noise til late at night. A letter from management didn’t help. I shouldn’t have to move because of these noisy people. There should be more action taken by management.

  3. Jessica Because says:

    I get a complaint of my kid running down the hallway, yet no one reports the college kids music at 3 am.

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