Resident referrals are essential to a thriving community. Learn the top 5 drivers for likeliness to recommend and what our panelists have done to keep resident confidence at an all time high!

1. May
2021
GET MORE RESIDENT REFERRALS!

2. The top 5
drivers for
perception of
value
Recording Available!
2021
Sense of community
Apartment appearance and condition
Social Media
Community Events
(#6 in 2020)
Neighbors

3. The top 5
drivers for
renewal
likelihood
Recording Available!
Renewal Drivers
Perception of value
Sense of community
Would recommend
Apartment appearance and condition
Neighbors

4. SatisFacts Index, YTD
Insite Pre-Renewal Survey
YES
77%
Would you
recommend your
community to a
friend/family
member?

5. 95%
96%
100%
2020 National Average: 77%

6. 2013 2014 2015 2016 2017 2018 2019 2020 2021
The overall level of
service
The overall level
of service
The overall level
of service
The overall level
of service
Perception of
Value
(#6 in 2016)
Perception of
value
Perception of
value
Perception of
value
Perception of
value
The office staff,
overall
Quality of
maintenance
Quality of
maintenance
Apartment
appearance and
condition
(#7 in 2015)
Apartment
appearance and
condition
Office staff
responsiveness
dependability
Office staff
responsiveness,
dependability
Office staff
responsiveness
dependability
Office staff
courteousness
professionalism
Community
appearance and
condition
The office staff,
overall
The office staff,
overall
Sense of
Community
(#8 in 2015)
Sense of
Community
Sense of
Community
Office staff
availability to hear
your requests,
concerns
Office staff
courteousness
professionalism
Office staff
responsiveness
dependability
Sense of
Community
Community
appearance and
condition
Community
appearance and
condition
Neighbors
Office staff
responsiveness
dependability
Office staff
availability to hear
your requests,
concerns
(#12 in 2017)
Sense of
Community
Office staff
availability to hear
your requests
concerns
Sense of
Community
Apartment
appearance and
condition
Apartment
appearance and
condition
Apartment
appearance and
condition
Office staff
responsiveness
dependability
(#8 in 2015)
Neighbors
Office staff
courteousness
professionalism
(#7 in 2017)
Office staff
courteousness
professionalism
Sense of
Community
Office staff
availability to hear
your requests
concerns
Would Recommend

7. Mia Lopez
The Elms at Oakton
Property Manager
Legend Management Group
The Elms at Oakton
SatisFacts Index
2020 Annual Survey
Courteous and
professional 4.61 4.50
Responsive and
dependable 4.69 4.38
Office available
to hear concerns 4.71 4.39
Office performance

8. Office
performance
(at move-in)
SatisFacts
Index 2020
4.65
Insite Move-In
5.00
Juan Erazo
AXIS Wellington Green
Property Manager
The Bainbridge Companies

9. Office
performance
(service request)
SatisFacts
Index 2020
4.50
Insite Work
Order
5.00
Katie Ellis
Southline Residences
Community Manager
Embrey Development

10. Office
performance
(service request)
SatisFacts
Index YTD
4.56
Insite Work
Order
4.94
Juan Erazo
AXIS Wellington Green
Property Manager
The Bainbridge Companies

11. Would
recommend
100%
Katie Ellis
Southline Residences
Community Manager
Embrey Development

12. Value Drivers Renewal Drivers Recommend Drivers
Sense of community Perception of value Perception of value
Apartment appearance and condition Sense of community
Office staff courteousness
professionalism
Social Media Would recommend Office staff responsiveness dependability
Community Events Apartment appearance and condition Sense of Community
Neighbors Neighbors
Office staff availability to hear your
requests concerns

13. Sense of
community
SatisFacts
Index 2020
3.92
Annual Survey
4.32
Mia Lopez
The Elms at Oakton
Property Manager
Legend Management Group

14. Value Drivers Renewal Drivers Recommend Drivers
Sense of community Perception of value Perception of value
Apartment appearance and condition Sense of community
Office staff courteousness
professionalism
Social Media Would recommend Office staff responsiveness dependability
Community Events Apartment appearance and condition Sense of Community
Neighbors Neighbors
Office staff availability to hear your
requests concerns
How does living here
make me feel?
Should I keep paying
for this experience?
Am I confident in the
level of service?

15. celebrated comfortable connected confident cared for
Perception of value
celebrated + comfortable + connected
Renewal likelihood
comfortable + connected + confident
Would recommend
connected + confident + cared for

16. Key Takeaways

17. • Referrals are driven by service, not money
• Sense of community is common thread
• The 5 “C’s” of resident satisfaction
• When the crowd agrees, the renter believes
Key Takeaways