Professionals – At Your Service
You’ll experience the benefits of having a dynamic team of professionals at your service. Specialists that are fully-committed to helping you gain results from your satisaction survey and feedback programs and to serving you in a referral-worthy manner. Rather than hearing from us only when it’s time to renew a contract, we practice what we preach. Our on-going customer relationship management approach means we are in-touch and care, and you will find us obsessively responsive whenever you have a question or need.
In good times and bad, we’ve got your back.
Our professional team knows full well the challenges you face on a daily basis. Each highly-regarded team member is respected as an industry resident satisfaction expert. Whether engaging an audience at an educational conference, writing blogs, articles, courses on resident retention, or consulting with clients, each member of the leadership team is fully-equipped to help you unlock the doors of communication with all of your relationships (customers, associates, clients/investors and vendors), decipher essential messages, draft actionable plans, and monitor results.
The SatisFacts Research Senior Management Team
Account Management and Client Support
Doug Miller, Founder and President
Doug Miller, founder and president of SatisFacts Research, has had marketing, research and training responsibilities for several thousand apartment communities nationwide since the mid 1980s. Doug is the multifamily industry's leading authority on resident surveys, resident satisfaction research and Resident Relationship Management™, and is frequently published.
Prior to starting his own businesses in 1996, starting in the late 1980's Miller was Director of Marketing for several national and regional property management firms including NMHC Top 50 Forest City Residential. Miller received his B.S.B.A from Washington University (St. Louis) and his M.B.A. from The American University.
Click here for Doug’s Viewpoints Blog
Jeff Proebstle, Vice President of Sales
Jeff Proebstle, VP of Sales for SatisFacts, has been in the sales, sales management and customer service arenas since the early 1990s. Prior to joining SatisFacts, Proebstle held executive-level positions with two major industry service providers, including being Managing Director of MessagePro's national leasing and maintenance call center operation and as Director of Sales for Apartments.com, where he oversaw half of the nation’s operation. Jeff's expertise is in developing tailored feedback programs for clients, with the goal of each program being to provide feedback and guidance needed to help clients improve their bottom line performance. While Jeff’s background, experience and success in helping clients reach their objectives are impressive, what is even more impressive is his passion for providing outstanding service and delivering the support needed to help clients improve resident, investor and associate satisfaction. Proebstle attended Miami University and Barat College, where he majored in Psychology and minored in International Studies.
Jen Piccotti, Vice President – Consulting Services
Jen Piccotti, VP of Consulting Services, heads up client support for SatisFacts, including satisfaction survey action planning, productivity studies, quality assurance, process evaluations, and educational services. Jen has over a decade of resident loyalty and process efficiency experience, and is a multifamily industry veteran since 2000. A noted author and keynote speaker in the multifamily industry, and also named “quality assurance guru of multifamily” by CallSource, she has served as chair of the Service Quality Division for the American Society for Quality (ASQ), and has been MC for their Annual Service Quality Conference for several years running. Previously, Jen was Quality Manager for a privately held property management company in Southern California where she oversaw the quality assurance program, including loyalty programs, work-time studies, process improvement initiatives, QA training, resident surveys and organizational communication. Jen received her undergraduate degree from Boise State, and holds a Master of Science - Quality Assurance from California State University, Dominguez Hills.
Click here to read Jen’s Viewpoints/Blog
Brian Barfield, Regional Sales Director
Brian Barfield, Regional Sales Director, has over a decade of experience in multifamily. Prior to joining SatisFacts, Brian worked for one of the industry’s largest apartment advertising publishers as a Senior Account Executive serving the Atlanta market. After joining the publishing company in 1999, Brian’s focus on relationships and service permitted him to be continually promoted. Initially hired as Multimedia Assistant in the corporate marketing department, he was promoted to Multimedia Specialist, and then Marketing Communications Specialist. Brian was then again promoted, next to Customer Service Representative for the Atlanta market. Based on his performance, he was promoted to Account Executive in 2005, where he won the National Rookie Sales Person of the Year award. His stellar performance led to being named Senior Account Executive; in this position, besides account management responsibilities he also supported new sales and customer service staff training. Brian is an active member of the Atlanta Apartment Association; he also holds the Certified Apartment Supplier/CAS designation from NAA. Prior to entering the industry, Brian served in the U.S. Navy, and earned his BA from Georgia Southern University.
Program Design and Research
Isaac Eskinazi, VP of Operations
Isaac, one of SatisFacts’ original team members, oversees the design, development and rollout of annual satisfaction survey programs, Insite™ touch-point feedback programs, as well as custom research studies. Isaac and the research operations team are experienced in all aspects of research, including survey/program design, recruitment, sample management, data collection methodologies and reporting. Eskinazi graduated in 2004 from Stevenson University (formerly Villa Julie College) with a degree in Computer Information Systems.
Technology and Development
Rob Trainer, Chief Technology Officer
Rob directs the company’s technology team and product development areas and has over twenty years experience in software, database and reporting system development as well as Internet technologies. Trainer is a 1983 graduate of Towson University, where he obtained a degree in Computer Science.