This one's for service team members and those who care about service -- or in other words, everyone! We all know that maintenance plays a huge part in your community operations and here are some easy, surefire take-a-ways to improve your existing maintenance strategies!

1. July
2021
All Things Maintenance

2. Matt Johnson
Service Manager
Parc Meridian at Eisenhower Station
Paradigm Management Company
Caleb Peterson
Maintenance Supervisor
Wabash Landing
Sheehan Companies
Josh Kelly
Maintenance Supervisor
The Bradford at Easton
Trilogy Residential Management

3. ApartmentRatings
Communication
Neighbors
“fast”
“no issues”
“worth the price”
“takes forever”
“still having problems”
“not worth the price”

4. Biggest
Asset
#1 Driver of Positive Reviews

5. The Honest
Truth
#1 Complaint Topic

6. Appearance & Condition
of the Apartment Home
Rank Highest scoring factors Rated 4 or 5 Rated 1, 2, or 3 Difference
1 Maintenance staff courteousness and professionalism 4.89 2.34 2.55
2 Speed your service requests are handled 4.84 2.14 2.70
3 Quality of maintenance work done 4.84 2.24 2.60

7. Value for Rent
Rank Highest scoring factors Rated 4 or 5 Rated 1, 2, or 3 Difference
1 Maintenance staff courteousness and professionalism 4.91 2.40 2.51
2 Office staff courteousness, professionalism 4.87 2.37 2.50
3 Quality of maintenance work done 4.86 2.31 2.55

8. Renewal Likelihood
Rank Highest scoring factors Rated 4 or 5 Rated 1, 2, or 3 Difference
1 Maintenance staff courteousness and professionalism 4.80 4.55 0.25
2 Office staff courteousness, professionalism 4.75 4.31 0.45
3 Quality of maintenance work done 4.71 4.34 0.37

9. Would Recommend
Rank Highest scoring factors Rated 4 or 5 Rated 1, 2, or 3 Difference
1 Maintenance staff courteousness and professionalism 4.76 4.05 0.71
2 Office staff courteousness, professionalism 4.68 3.37 1.31
3 Quality of maintenance work done 4.63 3.69 0.95

10. SatisFacts Index
2017 2018 2019 2020 2021
Work Order 4.38 4.40 4.47 4.55 ?

11. Question
SatisfactsInsite ™
Work Order Index
Office staff promptly responded to your call or email regarding
this request
4.53
Maintenance staff courteousness, professionalism 4.72
Speed your service request was handled 4.48
Quality of the maintenance work done 4.54
Did the maintenance staff clean up when they were done? 93%
Was your service request completed properly the first time? 85%
Were you notified when the work would be completed? 35%
Any problems still exist? 18%
Overall Satisfaction 4.57

12. 4.89
4.90
4.77
2021 SatisFacts Index: 4.57

13. First Impressions
John
21% of new move-ins
have something broken

14. First Impressions

15. Key Takeaways

16. • Maintenance strongly influences the resident experience
• Highlight maintenance in online review responses
• Communication with residents is key post-Covid
• Daily huddles allow teams to share successes and
struggles
Key Takeaways