COVID-19 has impacted all facets of renting, but communication is key to retention. Discover how to best reassure renters and prevent them from leaving because of fear or uncertainty. Backed by data from round one of our COVID-19 National Renter Study

1. Part
2

2. QUICK STATS

3. COVID-19
National
Renter Study
Over 100,000
current renters
Topics:
• Working from home
• Management team’s
performance
• Financial implications
• Renewal intentions
• Renters searching for
new homes
Survey Data:
• Overall results
• By age
• By rent
• By region
FREE to download!

4. Quick
Stats
Is your lease scheduled to expire within the
next 6 months?
56%
Yes
SatisFacts
COVID-19 National Renter Study
Round One

5. Quick
Stats
How likely will you be to renew your lease
when it expires?
26.1%
18.7% 19.3%
35.9%
Very Likely Somewhat Likely I Don't Know Not LikelySatisFacts
COVID-19 National Renter Study
Round One
73.9%

6. Quick
Stats
SatisFacts
COVID-19 National Renter Study
Round One
1 Rent Increase
2 Apartment - Appearance, Condition
3 Neighbors
4 Management Decisions Due to COVID-19
5 Office Staff
6 Community - Overall Quality
7 Can't Afford
8 Value, Found Better Deal
9 Life change - Illness/Medical, Marital Status, Relocating, Graduating
10 Community – Appearance, Cleanliness
11 Safety - Sense of Security
12 Apartment - Pests/Bugs
13 Community - Parking
14 Apartment – Better/newer features
15 Community - Amenities
16 Maintenance Staff
17 Buying Home
18 Lost Job
19 Cell Phone Reception Poor

7. Quick
Stats
1 Rent Increase
2 Office Staff
3 Apartment - Appearance, Condition
4 Neighbors
5 Management Decisions Due to COVID-19
6 Community - Overall Quality
7 Value, Found Better Deal
8 Safety - Sense of Security
9 Community – Appearance, Cleanliness
10 Life change - Illness/Medical, Marital Status, Relocating, Graduating
11 Apartment - Pests/Bugs
12 Can’t Afford
13 Community - Parking
14 Maintenance Staff
15 Community - Amenities
16 Apartment – Better/newer features
17 Buying Home
18 Lost Job
19 Cell Phone Reception Poor
SatisFacts
COVID-19 National Renter Study
Round One

8. Quick
Stats
1 Rent Increase
2 Office Staff
3 Apartment - Appearance, Condition
4 Neighbors
5 Management Decisions Due to COVID-19
6 Community - Overall Quality
7 Value, Found Better Deal
8 Safety - Sense of Security
9 Community – Appearance, Cleanliness
10 Life change - Illness/Medical, Marital Status, Relocating, Graduating
11 Apartment - Pests/Bugs
12 Can’t Afford
13 Community - Parking
14 Maintenance Staff
15 Community - Amenities
16 Apartment – Better/newer features
17 Buying Home
18 Lost Job
19 Cell Phone Reception Poor
SatisFacts
COVID-19 National Renter Study
Round One

9. Financial
Implications
SatisFacts
COVID-19 National Renter Study
Round One
Are you worried about your ability to pay rent next
month?
Yes No
National Average 47.5% 52.5%
“Not Likely” to renew 45.7% 54.3%
Are you concerned about your income being impacted
due to COVID-19 in the near future?
Yes No
National Average 47.6% 52.4%
“Not Likely” to renew 41.5% 58.5%
How has your income
been impacted due to
COVID-19?
25%
Cut
50%
Cut
75%
Cut
100%
Cut
No
Change
National Average 15.2% 12.7% 8.7% 16.7% 46.6%
“Not Likely” to renew 16.4% 10.2% 8.5% 13.4% 51.5%

10. “Not Likely”
Deep Dive
SatisFacts
COVID-19 National Renter Study
Round One
Filter Questions Answer
Selected
How has your income been impacted due to COVID-19? No change
Are you concerned about your income being impacted
due to COVID-19 in the future?
No
Are you worried about your ability to pay rent next month? No
Is your lease scheduled to expire in the next 6 months? Yes
How likely are you to renew your lease when it expires? Not Likely

11. “Not Likely”
Deep Dive
SatisFacts
COVID-19 National Renter Study
Round One
1 Life change - Illness/Medical, Marital Status, Relocating, Graduating
2 Neighbors
3 Apartment - Appearance, Condition
4 Buying Home
5 Office Staff
6 Community - Overall Quality
7 Value, Found Better Deal
8 Safety - Sense of Security
9 Community – Appearance, Cleanliness
10 Community - Parking
11 Rent Increase
12 Apartment - Pests/Bugs
13 Community - Amenities
14 Maintenance Staff
15 Apartment – Better/newer features
16 Management Decisions Due to COVID-19
17 Cell Phone Reception Poor
18 Can't Afford
19 Lost Job

12. On
Alert
SatisFacts
COVID-19 National Renter Study
Round One
Michigan
51%
New York
52%
Texas
40%

13. COMMUNICATION
CONNECTION

14. National
Average
Renters
“very likely”
to renew
Renters
“not likely”
to renew
Amount of communication from
management regarding community
updates/changes due to COVID-19
3.86 4.25 3.32
Frequency of communication from
management regarding community
updates/changes due to COVID-19
3.74 4.14 3.19
The use of social media to keep
residents connected to the
management team
3.20 3.64 2.51
SatisFacts
COVID-19 National Renter Study
Round One
Why it’s
important

15. Tips for
Communication
• Email weekly updates
• Be responsive
• Be clear and detailed
• Share cleaning process and
reopening in detail
• Don’t let residents assume

16. Tips for
Connection
• Responsive to service requests
• Be available when hours listed
• Show empathy & flexibility
• Use video to connect with residents
• Be transparent

17. COVID-19
National
Renter Study
Over 100,000
current renters
Topics:
• Working from home
• Management team’s
performance
• Financial implications
• Renewal intentions
• Renters searching for
new homes
Survey Data:
• Overall results
• By age
• By rent
• By region
FREE to download!

18. KEY TAKEAWAYS

19. Key
Takeaways
• Renters are looking for something stable
in the midst of all the instability
• Demonstrate they can count on you
• Your performance today could determine
a renewal tomorrow
• Think about your moveable middle
• This is your moment
• Go beyond, beyond
• Show residents and prospects what your team is
made of