A common challenge for multifamily operators stemming from a competitive rental market, influx of technology, and high level of turnover, is creating an engaging resident experience that supports resident stability and retention.
Despite having well-managed properties and a solid operational structure, the growing pressure of managing resident expectations with a digitally empowered consumer base in a highly competitive market can lead to occupancy and retention goals not being met. This pressure leads to employee burn-out and high turnover rates, further impacting resident satisfaction and retention.
A few specific hurdles include:
- Low sense of community stemming from a lack of consistent resident engagement and high employee turnover
- Minimal knowledge of resident satisfaction which impacts retention due to either a lack of communication touchpoints throughout the resident journey or lack of understanding feedback data
- Pressure to adopt deceptive review solicitation practices to offset poor visibility or a few negative online reviews, even when those reviews are in the minority
A SatisFacts Customer Story
Pillar Properties is a family-owned and operated property developer based in Seattle, WA, with over 2,000 units managed. Pillar Properties operates with a firm commitment to integrity and resident care, recognizing the need for a smart, efficient, and scalable way to reflect their values and performance in the digital landscape—and to convert that into tangible business outcomes like higher retention and reduced vacancy.
Partnership With SatisFacts & ApartmentRatings
Through our survey and reputation solution, Pillar has been able to successfully:
- Identify and address recurring resident concerns before they become major issues.
- Replace reactive reputation management with proactive engagement strategies.
- Build authentic digital trust, eliminating the need for deceptive review solicitation practices.
- Strengthen community-building through direct resident feedback loops and visibility into sentiment trends.
More importantly, residents report a higher sense of belonging and transparency. Resident feedback frequently notes timely communication, responsiveness, and the value of being heard. These insights reinforce Pillar’s commitment to providing not just housing—but a genuine home.
Key features of this partnership include:
- Resident Survey Program Integration
Pillar utilizes our resident survey touchpoints at prospect tour, move-in, work order, and renewal, capturing real-time data on satisfaction, concerns, and suggestions. These insights are tracked against both internal performance benchmarks and national benchmarks, enabling property managers to take proactive steps to improve satisfaction and engagement. - Reputation Intelligence Dashboard
Our platform aggregates resident reviews and social media mentions into a single dashboard, allowing Pillar teams to monitor, analyze, and respond to feedback across all channels—Google, Yelp, ApartmentRatings, and others—without relying on filtered or misleading practices that can have a negative impact on renter perception. - Action Planning & Team Performance
The Pillar team receives biannual performance reports and access to educational resources, including playbooks for closing feedback loops, training sessions, and interactive action plans. Positive reviews and exceptional survey responses are used to highlight high-performing team members and celebrate success. Conversely, constructive feedback is used to guide training opportunities and operational improvements to better serve residents. - Recognition & Accountability Framework
Pillar includes monthly and quarterly recognition programs based on measurable KPIs, highlighting top maintenance and operations performers and recognizing properties with perfect feedback scores. Additionally, communities are eligible to receive bonuses for achieving target internal feedback scores and receive shout-outs during team performance meetings. This type of recognition reinforces a culture of continuous improvement using a positive, supportive, and transparent approach.
Results and Impact: Pillar Properties Survey Performance
- Resident Satisfaction Scores: 4.76
- Avg Maintenance Technician Rating: 4.89
- Avg Leasing Agent Rating: 4.86
Exceptional scores across all touchpoints reflect strong resident sentiment and service consistency. The satisfaction score is 5% higher than the national industry benchmark, which compares over 3 million units nationally.
Results and Impact: Pillar Properties Operations Performance
- Resident Retention Rate: 64% (Industry Average: 54%)
- Average Occupancy Rate: 94.52%
- Dollars Saved: 21% savings in turnover costs as a result of increased retention
Results and Impact: Pillar Properties Reputation
- Online Reputation Score: 98% A+ epIQ Top Rated year-over-year.
Lessons Learned: Pillar’s Tips for Operators
- Involve onsite teams in the reputation management strategy. All of them!
- Turn negatives into positives! Bad reviews are opportunities for teams to showcase how they overcome bad feedback. Bad surveys are an opportunity to find flaws in day-to-day operations or ways to go above and beyond to turn around a resident’s experience.
- Set defined goals on resident sentiment and reputation management and keep them front and center on a minimum monthly basis. Use these as opportunities to celebrate regular wins.
- Have teams create Quarterly Action Plans and demonstrate their progress. Consider bonusing teams that have the best resident satisfaction.
By partnering with a data-driven solution that offers full visibility into the resident journey, Pillar Properties is not only boosting retention and occupancy—they’re setting a new standard for how multifamily communities can improve resident perception and experience through trust, transparency, and technology.
Case Study Data Sources Include: SatisFacts Research and Diana Norbury, Senior Vice President of Pillar Properties
