Resident Surveys

Insite™ Move-in, Work Order, Pre-Renewal, In-Touch and Unclosed Traffic Online Feedback and Performance Monitoring Programs

A 24/7, 365 Day/Year Customer Service Safety Net to Fill the CRM Void

Ensuring that your properties deliver quality service requires effective communication.  Insite™ offers a non-intrusive and cost-effective 365 day/year customer service/resident satisfaction safety net and monitoring performance system.  Reach out to residents and prospects at critical times: after tours; after interactions with staff; before leases expire.  As lease renewal decisions occur at the unit level and are in the hands of on-site staff, Insite™ is a CRM tool focused on key touchpoints, service delivery and resident satisfaction - to improve resident retention and provide 24/7 performance metric visibility.

• To fill the critical CRM void resulting from inconsistent office staff follow-up at key touchpoints, and to replace time consuming and slow response time in-house resident survey programs, Insite™ provides a customer service safety net to enable quickly and easily identifying and addressing issues:
  
  • Unresolved issues at move-in reduce renewal likelihood by over 25% - reaching out to move-ins to resolve issues is a practice that does not happen consistently, despite being critical to renewal likelihood
  • The #2 issue that negatively impacts renewal likelihood is the office staff not following up on work orders entered as completed - as with move-in follow up, work order follow up does not occur consistently either
  • While pre-renewal “warm calling” is preached in the industry, this also does not occur consistently
  • Likewise, prospect follow up is known to not be consistently conducted as well
    
• Move-in, Work Order Follow Up, Pre-Renewal, In-Touch and Unclosed Prospect modules:
  • At move-In, validate that resident expectations are being met/exceeded
  • After work orders are completed, insure the work met expectations
  • Prior to lease expiration, validate service delivery and identify/address issues impacting renewal likelihood
  • Throughout the year reach out to residents to stay In-Touch and measure their pulse
  • Find out why unclosed prospects have not selected your community…yet
    
• To maintain focus on critical lifecycle steps, and to create internal incentive programs, program includes performance metrics via online reporting
• Instant emails sent to staffs after each survey is completed to enable immediate problem identification and resolution
• Four quarter trend report pushed monthly via email
• Insite+™ survey participation recruitment models (mailed card plus email, or all-green/email only)