Learn how to narrow the gap between what residents experience during their first tour or move-in day vs. the end of their lease term. The goal, effortless renewal decisions!

1. Resident Connections and
Retention
Part Three

2. Jen
Piccotti
Lia
Nichole
Smith

3. #insiteslive

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Be willing to be the mediator
and help resolve conflict. Hold
lease violators accountable.

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Why not “very likely” to
renew?
#3 - NEIGHBORS
What can be done to improve
the community?
#8 – BETTER RESIDENTS
2015 SatisFacts Index, Annual Survey

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2015 SatsiFacts Index, Insite Surveys
Preventive maintenance and
checking in on residents to ensure
all is well in their home goes a long
way in ensuring they’ll stay. Just
because you haven’t heard from
them doesn’t mean that there are
no issues.

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2015 SatsiFacts Index, Insite Surveys
“Is it worth it?” This is the question
residents are asking themselves at
renewal. How are you responding?

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Value Driver Definition
1. Sense of
community
The level of connection the resident feels with the management team. VIP treatment;
management is looking out for the resident’s best interests.
2. Apartment
appearance and
condition
The apartment home looks good and functions as it should. Residents have full access
to everything they pay for and repairs are made in a timely manner and of high
quality.
3. Building exterior
appearance and
condition
Residents like where they live; sense of pride. The community overall is well kept on a
consistent basis.
4. Safety and security The management team is doing their part to minimize safety concerns for the
residents. Security features throughout the community are in working order.
5. Office: responsive
and dependable
Residents do not have to wait extended periods for the management team to respond
to their concerns. Office is available during posted hours and residents are able to
communicate with the office after hours for emergencies.
Source: Statistical Analysis By SatisFacts and Chih-Lun (Alan) Yen,
Ph.D., Ball State University; July 2013

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If the Community needs to contact you, what is your preferred method(s) of contact? 2015
Email 65.4%
Cell Phone 56.3%
Home Phone 20.7%
How would you prefer to communicate with your apartment community staff? 2015
Cell Phone 64.3%
Email 64.2%
In Person 56.2%
2015 SatisFacts Index, Annual Survey

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What time of day would you prefer
to be able to communicate with the
office staff? 2014
5PM - 7PM 45.4%
2PM - 5PM 35.5%
9AM - 12PM 37.1%
12PM - 2PM 27.3%
7AM - 9AM 19.3%
24/7 16.2%
7PM - 9PM 13.1%
• After hours procedures
• On call personnel
• Seasonal changes
• Office late night
• Resident awareness
2015 SatisFacts Index, Annual Survey

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Every resident interaction has the
potential to ensure or sabotage your
renewal efforts.

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How residents feel about the apartment
appearance/condition and perception of value should
not fluctuate so dramatically. Consistency in
processes and making sure residents can see exactly
where their money is going is key.

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Make it easy for residents to get in contact with
you – recognize their preferences and
communicate with them accordingly whenever
possible. It’s not a one size fits all.

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HOW TO FIND AND RETAIN TRUE TALENT
New Series!

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OCTOBER
The Devil Wears Prada
Creating Culture Through Leadership
NOVEMBER
9 to 5
Hours That Work For Staff and
Residents
DECEMBER
The Intern
How to Win Over Your New Hires