Resident Surveys

Insite® Move-in, Work Order, Pre-Renewal, and Unclosed Traffic Feedback and Performance Monitoring Programs...A 24/7, 365 Day/Year Customer Service Safety Net to Fill the CRM Void...And Use the SatisFacts Social Network Integration Platform to Boost and Promote Your Online Reputation!

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.  And our clients validate the impact...in our client satisfaction survey, clients reported turnover rates 17 points below the figure cited by NAA in its Income and Expense Survey!

While our clients experience significant bottom line benefits from reducing turnover and increasing resident retention, they can also leverage their performance thanks to our strategic alliances with Property Solutions, TurnSocial.com, RentAdvisor, RentMineOnline, ApartmentGrade and more...properties can proudly promote their resident satisfaction survey scores online to enhance the community's appeal to prospective renters...driven by the SatisFacts Social Network Integration Platform!

• 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, and Unclosed Prospect modules:
  • Throughout the year reach out to residents to stay in touch and measure their pulse
  • 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
  • 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 a robust online reporting system
• 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)