Everyone Loves a Winner
We Recognize and Promote Excellence...Clients See Turnover Drop and Their Online Reputation Grow!
The ability to promote being an award winning property or portfolio sure has concrete competitive advantages. Prospective residents want to live at a community where a culture of responsiveness and commitment to superior service delivery is more than just a tagline - and what better way to prove it than showing how your residents rate your performance in your resident survey and feedback programs! Given the importance of a company's online reputation - what a better way to enhance it than promoting being an award winning service provider! And potential clients and investors certainly see the value in working with an owner and/or management company that has proven its superior performance.
Four categories of resident satisfaction awards:
- Superior and Exceptional Resident Satisfaction Property Awards (annual survey program)
- Superior and Exceptional Resident Satisfaction Company Awards (annual surveys and Insite®)
- National Property Resident Satisfaction Awards (annual survey program)
- National Company Resident Satisfaction Awards (annual surveys and Insite®)
Office displays and digital resident satisfaction awards for marketing communications:
- On company website and property portals
- In ILS listings and print ads
- In property and corporate collateral
- In resident and employee e-letters
SatisFacts Research is thrilled to announce its national resident satisfaction award winners. Putting these awards in context, SatisFacts works with 150 companies and nearly a million apartment homes nationally. Earning this is not a random accomplishment – it’s based on perceptions by a client’s residents that the company’s leadership and team members are really focused on the best practices that impact satisfaction and retention!
Doug Miller, founder and president of SatisFacts, adds, “Our experience working with nearly a million units annually means that when we see award winning scores – it validates that a company and their team go well beyond talking about great service, not just ‘talking the talk’ but also ‘walking the walk.’ Our clients understand the win-win that comes from delivering superior service: residents win because their satisfaction grows, and they reward the community by renewing their lease; these positive perceptions ultimately positively impact the company and properties’ online reputation; and, ownership wins by minimizing turnover, avoiding the $3,900 cost associated with every move-out, and also reaping the marketing benefits of having a great online reputation.”
As Miller has shared in the past, “Quality assurance has always been an area of great passion, focus and attention for our clients, and as it relates to resident feedback, our clients invest time and resources in measuring their performance – understanding the value of opening up the doors of communication with residents due to its impact on bottom line performance. Even more impressive than this customer service delivery focus is a never-ending desire to improve. Our clients are clearly driven to make improving service delivery an on-going process.”
While focusing on “customer” satisfaction always has a positive impact, today’s marketplace demands an even greater focus on retaining residents and protecting NOI. Jen Piccotti, SatisFacts’ SVP of Education and Consulting Services, comments, “Our clients have seen the benefit of a greater focus on not just satisfaction but also measuring it in dollars and cents. First year clients often see turnover drop by up to six points, and our seasoned clients’ average turnover is seventeen points below the rates reported in the NAA Annual Income and Expense Report. In addition, improved satisfaction has also reduced resident resistance to rent increases. Due to the extremely high cost of turnover, this attention to retention is having a powerful impact on portfolio NOI and asset values.”
2011 National Award Winners:
Annual Survey Program Awards
· Highest Portfolio Score:
o Quintus Corporation
· Award Winners - Top Five Companies (combined winners from four portfolio size categories):
o Allen and Rocks; Blue Ridge; Churchill Residential; Corcoran Jennison Management; Dominium; Draper and Kramer; Dunes Residential; EPMI, A Bayside Company; ETI Multifamily; H G Fenton; Habitat; Legend Management; Picerne Military Housing; Quintus Corporation; Reside Living; Shea Properties; The Community Builders; Towne Properties; Trammell Crow Residential; Trinity Property Consultants
· Exceptional Portfolio Score
o None in 2011
· Superior Portfolio Score
o Allen and Rocks; Blue Ridge; Carter Haston; Churchill Residential; Continental Realty; Corcoran Jennison Management; Dominium; Draper and Kramer; Dunes Residential; EPMI, A Bayside Company; ETI Multifamily; H G Fenton; Habitat; Humphrey; Legend Management; Pacific Living; Picerne Military Housing; Polinger Shannon & Luchs; Quintus Corporation; Reside Living; Shea Properties; The Breeden Company; The Community Builders; Thompson Michie; Towne Properties; Trammell Crow Residential
Insite® 365 Day/Year Resident Feedback Programs
· Exceptional Portfolio Score
o Fogelman; Legend; RenaissancePG
· Superior Portfolio Score
o Advenir; A.J. Dwoskin; Apartment Trust of America; BH Management; Echelon; Fairfield; First Communities; Great Lakes Management; Greystar; Habitat; IMT Residential; MAC Property Management; MSC; Pacific Living; PCMG; Pegasus; RAM; Reside; Riverstone; Shea; Steven Scott; Thayer; Winn Military; Winn Residential; WRIT
2010 National Award Winners:
Annual Survey Program Awards
· Highest Portfolio Score:
o H G Fenton and Ellis Trick Multifamily (tie)
· Award Winners - Top Five Companies (combined winners from four portfolio size categories):
o AF Evans; Allen and Rocks; Apartment Trust of America; Blue Ridge; Churchill Residential; Dominium; Dunes Residential; Ellis Trick Multifamily; Greystar; H G Fenton; Humphrey; Legend Management; Picerne Military Housing; Quintus Corporation; RedPeak Properties; Reside Living; Shea Properties; Steven Scott Management; Towne Properties; Trammell Crow Residential
· Exceptional Portfolio Score
o None in 2010
· Superior Portfolio Score
o AF Evans; AJ Dwoskin; Allen and Rocks; Blue Ridge; Capstone Companies; Churchill Residential; Corcoran Jennison Management; Dominium; Dunes Residential; ETI Multifamily; Greystar; H G Fenton; Humphrey; Legend Management; Pacific Living; Pegasus Residential; Pennrose; Picerne Military Housing; Quintus Corporation; RedPeak Properties; Reside Living; Shea Properties; Steven Scott Management; Thayer Properties; The Breeden Company; The Community Builders; Towne Properties; Trammell Crow Residential
Insite® 365 Day/Year Resident Feedback Programs
· Exceptional Portfolio Score
o Fogelman
· Superior Portfolio Score
o A.J. Dwoskin; Bell Partners; BH Management; Carmel; Crosland; Greystar; Legend; Apartment Trust of America; RenaissancePG; Reside; Shea; Thompson Michie; Winn Military; Winn Residential; ZOM Residential Services
2009 National Award Winners:
· Allen and Rocks; AF Evans; AJ Dwoskin; Allen and Rocks; Blue Ridge; Churchill Residential; Corcoran Jennison; Greystar; H G Fenton; Legend; Picerne Military Housing; Quintus; RedPeak Properties; RenaissancePG; Shea Properties; Thayer Properties; The Breeden Company; Towne Properties