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Ultimate focus group - Part 3 - Renters and Renewals
Part
3
Part
1
RECORDING AVAILABLE!
Part
2
RECORDING AVAILABLE!
Things to
note:
30 minutes
Follow-up email - recording & slides
Questions and chat - always open!
Upcoming sessions
Sponsor
SHOUT
OUT!
OUR BIG IDEA
When
deciding
to renew
Is price the most
important factor
for you?
CONVERSATIONS
What we
learned
• Price is important but not the
most important
• Experience outweighs price
• Renters take everything into
consideration
At move-in
Did you get a
bonus or special
discount?
Bonus or
special at
move-in 73%
NO
At renewal
Did you expect a
bonus or discount
for renewing your
lease?
Expect a
bonus at
renewal 9%
YES
2019 Online Renter Study
When deciding about renewing your lease, what impact does/will each of the following have on your
decision?
Total
1 Value received for the rent that you pay 4.73
2 Quality of the maintenance services provided 4.68
3 Sense of safety and security at the community 4.62
4 Quality of customer service provided by the office staff 4.58
5 Appearance and condition of my apartment 4.57
• Apartment appearance and condition
• Quality of customer service
• Quality of maintenance
• Sense of safety and security
• Value for rent paid
Choose your 3 most important
VALUE
MAINTENANCE
SAFETY
CONVERSATIONS
What we
learned
• Management team is available
• Home and amenities are in
working order
• Repairs are handled quickly
and correctly on the first visit
• Gates/locks in working order
Sense of
community
What does “sense
of community”
mean to you?
How does the
apartment
management
team effect
SOC?
CONVERSATIONS
What we
learned
• SOC is about belonging
• Warm, friendly atmosphere
• Management team knows the
residents
Why not
renew
Why would you
decide not to
renew?
CONVERSATIONS
What we
learned
• Maintenance: Work orders not
being completed on-time
• Customer service: Management
is unresponsive, lack of
communication
• Loyalty: Residents want to be
valued
KEY TAKEAWAYS
Key
takeaways
 Service and experience outweighs
price
 Magic combo:
value+maintenance+safety/security
 Renewal concessions are not
expected
 Breakdown in service will impact
the decision to renew

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