Retain

Resident Surveys

Developing Loyal Customers

Would your residents recommend you? Our targeted resident surveys program identifies and prioritizes the actions required to drive a more positive customer experience. Our program is geared toward customer loyalty – understanding the customer and what influences them to renew and/or recommend your community to a friend or family member. Using our partnership with rating and review sites, resident survey results can be leveraged as reviews on your website, blogs, and social media to increase review volume and positive online feedback.

Resident Surveys Tailored to Your Needs

Ellis offers a variety of resident surveys which can be used individually or in combination. Ask us to recommend what would be most helpful for you.

Touch Point Survey

  • Distribute surveys 365 days a year, as triggered by site-level transactions at the five major touch points that have an impact on resident retention
  • Provide data analysis of customer feedback and actionable insight based on your resident’s experience at the community.

Customized Survey

  • Distribute surveys and evaluate additional variables affecting stakeholders (owners/property management firms/employees) and apartment communities
  • Provide data analysis of customer feedback and actionable insight based on your resident’s experience at the community.

Text Analytics/Sentiment Survey

  • Analyze the context for comments shared in each survey
  • Quantify customer emotions by understanding customer sentiment

Apartment Reviews / Social Sharing Survey

  • Leverage mystery shop and resident survey feedback online
  • Showcase customer feedback on social media sites such as Yelp, Google, Apartment Ratings, and Facebook

Show of Success

  • 1,500+ Communities:
    We help more than 1,500 apartment communities every month create loyal customers through their focus on their customer experience.
  • Accountability Tool:
    Our accountability tool measures if, when, and how the onsite teams respond to each resident survey.
  • 87% Response Rate
    87% of our customers respond to resident survey feedback within 6 days (on average) of receiving it.
  • Customer’s Voice:
    We help communities manage their online presence by leverage their customer’s voice.
  • Customer Loyalty:
    We help our clients create customers with the three distinct loyalty characteristics – paying more, staying longer and referring others.

Communicating Survey Results to Drive Action

Would your residents recommend you? Our targeted resident surveys program identifies and prioritizes the actions required to drive a more positive customer experience. Our program is geared toward customer loyalty – understanding the customer and what influences them to renew and/or recommend your community to a friend or family member. Using our partnership with rating and review sites, resident survey results can be leveraged as reviews on your website, blogs, and social media to increase review volume and positive online feedback.

As part of our resident surveys program, results are delivered through:

Push Reporting

  • Individual survey alerts
  • Monthly summary reporting
  • Quarterly/YTD summary reporting
  • Quarterly Ellis Loyalty Benchmark reporting

Real-time dashboard reporting

  • Understanding trends by touch point
  • Prioritizing action items/accountability through color-coding
  • Understanding performance by region, VP, RM, etc.
  • Understanding top and bottom performers
  • Ability to understand if, when, and how onsite teams respond to resident survey feedback
  • Access to historical survey data by resident
  • Access to action planning/training modules
  • Data exportable as PDF and XLS

You should know

The customer experience in the multifamily industry tends to decline over time. Connecting one-on-one with each resident throughout their residency allows you to manage expectations and perceptions by creating trust and relationships. All of these actions contribute to a better and more consistent customer experience, optimizing customer loyalty.