Ellis Announces Winners of 2020 Ellis Customer Experience Best in Class Award for Resident Surveys
Irving, TX. February 8, 2021. Ellis Partners in Management Solutions is proud to announce the winners of the 2020 Ellis Customer Experience Best in Class Award for Resident Surveys, an award that recognizes the highest community performers on the Ellis Survey Program. Since beginning this award seven years ago in 2014, Ellis has surveyed residents of more than 1 million apartment homes. This prestigious award is presented to the top 10% of communities based on results of resident surveys conducted across five touch points – lead conversion, move-in, maintenance, pre-renewal, and move-out.
Ellis Resident Surveys are loyalty-focused, as opposed to many other survey providers who measure customer satisfaction scores. Ellis’ philosophy, based on Net Promoter theory, is that customer loyalty is the ultimate measure of customer relationship success and loyalty is built through the customer experience onsite teams consistently provide. Loyal, rather than merely satisfied, customers will pay more, stay longer, and refer friends and family.
2020 proved to be a challenging year with the pandemic and restrictions affecting amenities, services, and office and maintenance duties. Ellis congratulates the hard work and dedication of the onsite teams for the 145 properties below who earned the 2020 Ellis Customer Experience Best in Class Award based on their outstanding Customer Experience performance. These properties not only achieved the highest loyalty scores from resident surveys with an average of 92%, but they also responded to the resident an average of 95% of the time once their survey was completed. These properties also responded to residents within an average of 4.8 days, more than 1.2 days faster than other properties. By responding to the resident more frequently and quickly, Best in Class properties conveyed their commitment of building trust and relationship with their residents, and thereby, resulting in a 16% higher likelihood to renew than their peers.
Ellis also recognizes the following companies whose properties earned this prestigious award for 2020:
Affinity Property Management | Block Multifamily Group, LLC | Capstone Real Estate | Cathcart Property Management | CLMS Management | Cushman & Wakefield | Evolve Management Group | Fore Property Company | Friedman Realty Group | GDC Properties | Ghertner & Company | Guardian Management, LLC | JMG Realty | Landmark Communities | Laramar Group | Lincoln Property Company | LMC, a Lennar Company | Longboat Enterprises | Mack Property Management | Manco Abbott | MG Properties Group | Olympus Property | Prime Companies | Provence Real Estate | R&V Management | Russo Development | Simpson Property Group | Sparrow Partners | Starpoint Properties | Steadfast REIT | Sunrise Management | Sunrise Management & Consulting | TM Realty | Tribridge Residential |United Financial Group | Woodmont Properties | Zaremba Management Company
To be eligible to compete for the 2020 Ellis Customer Experience Best in Class Award for Resident Surveys, the property must be on the Ellis Resident Survey Program for at least nine months in 2020 and have 20 or more completed surveys.
2020 Ellis Customer Experience Best in Class Award Properties
(Listed by Management Company in Alphabetical Order)
| Name of Community | Management Company |
| Desertbrook | Affinity Property Management |
| Scotsboro | Affinity Property Management |
| The Grand | Block Multifamily Group, LLC |
| Trinity Bell Gardens | Block Multifamily Group, LLC |
| The Woods at Johnson Mill | Block Multifamily Group, LLC |
| The Equitable Building | Block Multifamily Group, LLC |
| Homestead at Mormon Hill | Capstone Real Estate |
| City View at the Park | Capstone Real Estate |
| Cypress Gardens Apartments | Capstone Real Estate |
| Ivy Point Cypress | Capstone Real Estate |
| Oaks 55 | Capstone Real Estate |
| The Reserve at Stone Port I | Cathcart Property Management |
| Carriage Hill I | Cathcart Property Management |
| Carriage Hill II | Cathcart Property Management |
| The Reserve at Daleville | Cathcart Property Management |
| Dominion Square | CLMS Management |
| Montabella | CLMS Management |
| Parkview Apartments | Cushman & Wakefield |
| Bella Terra | Cushman & Wakefield |
| Sequoia Grove Apartments | Cushman & Wakefield |
| Sofi Berryessa | Cushman & Wakefield |
| Summer House (CT) | Cushman & Wakefield |
| 811 East Downtown | Evolve Management Group |
| Evolve at Stones Bay | Evolve Management Group |
| Villanova | Fore Property Company |
| Settlers Place | Fore Property Company |
| Frontier Ridge | Fore Property Company |
| Audubon Arms | Friedman Realty Group |
| 597 Westport | GDC Properties, Inc. |
| Americana Apartments | Ghertner & Company |
| Terrace at Mount Scott | Guardian Management |
| Highland Square | Guardian Management |
| Cypress Point | Guardian Management |
| Discovery Point | Guardian Management |
| Villas on Sixth Apartment Homes | Guardian Management |
| Belmont Dairy Apts | Guardian Management |
| Axletree | Guardian Management |
| Merlo Station I | Guardian Management |
| Miracles Central | Guardian Management |
| Sunpointe | Guardian Management |
| Suzann Plaza | Guardian Management |
| Windsor Square | Guardian Management |
| Canterbury Square | JMG Realty |
| Pointe North Apartments | Landmark Communities |
| The Meadows | Landmark Communities |
| Saucon View Apartments | Landmark Communities |
| Brookfield Apartments | Landmark Communities |
| The Preserve at Great Pond | Laramar Group |
| Metro Marina Bay | Lincoln Property Company |
| Eastbridge Apartments -L | Lincoln Property Company |
| West Brook -AB | Lincoln Property Company |
| Marquee at Belle Meade | Lincoln Property Company |
| Balsam Place -AAB | Lincoln Property Company |
| Hancock Square at Arlington Station -Y | Lincoln Property Company |
| Lumiere -AY | Lincoln Property Company |
| The McCarthy -AB | Lincoln Property Company |
| The Strand -L | Lincoln Property Company |
| Treetops at ChesterHollow -Y | Lincoln Property Company |
| Waterford Court Apartments -AB | Lincoln Property Company |
| Masonvale | Lincoln Property Company |
| Lincoln Medical Center -AB | Lincoln Property Company |
| Siena Park -Y | Lincoln Property Company |
| The Encore on 7th -Y | Lincoln Property Company |
| The Retreat at Seven Bridges -L | Lincoln Property Company |
| The Residences at Seven Gables | Lincoln Property Company |
| Decatur Crossing -Y | Lincoln Property Company |
| Inman Park -L | Lincoln Property Company |
| The Fountains at Memorial City -Y | Lincoln Property Company |
| The Residences at Willow Ridge -AB | Lincoln Property Company |
| 180 North Jefferson -Y | Lincoln Property Company |
| Ansley Forest | Lincoln Property Company |
| Aspire Roxbury -Y | Lincoln Property Company |
| Cityfront Place -Y | Lincoln Property Company |
| Cole Apartments -L | Lincoln Property Company |
| Courtyards at Estero | Lincoln Property Company |
| Flats at Five Mile Creek -A | Lincoln Property Company |
| Hawthorne Commons -L | Lincoln Property Company |
| Highlands at Westwood -AB | Lincoln Property Company |
| JeffJack Apartments -AB | Lincoln Property Company |
| Mondial River West -L | Lincoln Property Company |
| Munroe Place | Lincoln Property Company |
| Nubia Square Apartments -A | Lincoln Property Company |
| Parkside by Lincoln Property Company -AAB | Lincoln Property Company |
| Skyhouse Frisco Station | Lincoln Property Company |
| Solis at Ballast Point -AB | Lincoln Property Company |
| The Harbour at Westshore | Lincoln Property Company |
| The Jordan | Lincoln Property Company |
| The Wyeth -AAB | Lincoln Property Company |
| White Rock Lake Apartment Villas -Y | Lincoln Property Company |
| Marlowe | LMC, a Lennar Company |
| CitySide Apartments | Longboat Enterprises |
| Kavela Apartments | Mack Property Management |
| Preserve at Champions Gate | Mack Property Management |
| The Gates at Fig Garden | Manco Abbott |
| Lakeside | Manco Abbott |
| The Shires | Manco Abbott |
| The Grove | Manco Abbott |
| The Fountains at Alluvial | Manco Abbott |
| Marbella | Manco Abbott |
| Park Ridge | Manco Abbott |
| NewBerry Square | MG Properties Group |
| Manzanita Gate | MG Properties Group |
| Haven at Charbonneau | MG Properties Group |
| Seasons at Murray Crossing | Mountain States Property Management |
| Elevation Chandler | Olympus Property |
| Olympus Northpoint | Olympus Property |
| Olympus Team Ranch | Olympus Property |
| The Hamlet at Saratoga I | Prime Companies |
| City Place | Provence Real Estate |
| Central Park | R & V Management |
| Vermella Crossing | Russo Development |
| Cadence Cool Springs Apartments | Simpson Property Group |
| The Encore SouthPark | Simpson Property Group |
| San Carlos | Simpson Property Group |
| Gramercy Square at Ayrsley | Simpson Property Group |
| Mera Vintage Park | Sparrow Partners |
| Solea Alamo Ranch | Sparrow Partners |
| Solea Cedar Park | Sparrow Partners |
| Solea Copperfield | Sparrow Partners |
| Solea Keller | Sparrow Partners |
| Metropolitan Place | StarPoint Properties |
| Sycamore Terrace | Steadfast REIT |
| Town and Country | Sunrise Management |
| Solaris on University | Sunrise Management |
| Van Allen Apartments | Sunrise Management & Consulting |
| Shalimar at Davie | TM Realty Services |
| Newnan Lofts | TriBridge Residential |
| 12 South | TriBridge Residential |
| 401 Oberlin | TriBridge Residential |
| One305 Central | TriBridge Residential |
| Venue | TriBridge Residential |
| Paragon Place at the Community of Bishops Bay | United Financial Group, Inc |
| Woodmont Ridge | Woodmont Properties |
| Woodmont Parc at Roxbury | Woodmont Properties |
| Pleasant Hills | Zaremba Management Company |
| Brighton Chase | Zaremba Management Company |
| Chateau Perry | Zaremba Management Company |
| Bridlewood | Zaremba Management Company |
| Winfield Commons | Zaremba Management Company |
| Linden House | Zaremba Management Company |
| Castlewood | Zaremba Management Company |
| Hamilton House | Zaremba Management Company |
| Mannington Place | Zaremba Management Company |
| Stonebrooke Village Apartments | Zaremba Management Company |
| Woodbury Commons | Zaremba Management Company |
About Ellis
Since 1984, Ellis, Partners in Management Solutions has specialized in helping the multifamily industry achieve their business goals by optimizing the customer experience at key touch points from initial visit to move-out through our Apartment Mystery Shops, Resident Surveys, and Training solutions. Our integrated program, including our e-learning partner Edge2Learn, provides real time, multi-level reporting to help you understand and manage customer feedback and improve resident retention. Please contact us for more information on our Resident Surveys program or other services.
MEDIA CONTACT: Lisa Ford | lford@epmsstaging.wpengine.com | 888-988-3767