Being a property manager, have you ever asked yourself what causes renters to leave? Well, without having to ask previous tenants directly or having them write you a bad review, there has to be a way to figure out what went wrong.
Well, let’s give thanks to J Turner Research, which is a marketing research firm serving the multifamily industry. They have surveyed 10,000 U.S. apartment residents about what makes them satisfied and unsatisfied. They have made their results public for all property managers to see.
Here are the top 10 results:
- Rental rates
- Poor grounds / common area upkeep
- Disorganized staff / lack of communication with staff
- Quality of response to maintenance requests
- Overall customer service of management staff
- Quality of parking / parking availability
- Concerns over security / safety / lighting
- Lack of upgraded amenities
- Pets not on leash / poor pet waste removal
- General lack of preventative maintenance
According to the surveys, the number one reason for leaving a rental is the rental rates. In fact, residents mentioned the cost of rent more than twice as often as concerns about pet waste, which has been a big source of dissatisfaction in the past. Surprisingly, noisy neighbors or loud common areas did not make the top ten. However, rental pricing was nearly three times more likely to be a problem for tenants than the noise.
Other than rental prices, residents are most often unsatisfied with the staff and staff ability to keep a clean and tidy area. It is very important for the units and apartments to look clean on the outside as well.
So, even though there are a lot of different complaints from residents that are worth looking at, it seems that the best opportunity to improve the levels of satisfaction would be to resolve any issues with the on site staff’s response to any concerns. And, because the relationships between staff and residents may be advertised online or in ratings, this is a key focus to make a priority.
I hope you enjoy!