Hankin Apartments
The team at Hankin has always put customer service at the forefront of their business model. The team has earned its reputation for delivering exceptional living experiences thanks to their dedication and consistent efforts to understand and improve through listening to and acting on their resident feedback.
Hankin Apartments has experienced remarkable growth in their reputation and resident satisfaction since partnering with SatisFacts in 2015, ranking as a Top 100 Management Company on ApartmentRatings since 2020 and earning a National Resident Satisfaction Award for 5 consecutive years.
It is such a one-stop shop platform that allows us to see all of our communities in one place and make sure they are getting reviews/feedback. Customer reviews/feedback are vital in today's market and the ApartmentRatings epIQ program has gotten us an incredible increase in resident responses. We want to hear from our residents and this system has allowed us to do so in an organized, simplified way.
Q: What is one eye-opening thing you’ve learned about your resident from using SatisFacts surveys?
We were surprised to see how many residents utilize the survey function. When we first implemented it, we were worried that most residents would opt out, but we couldn't have been more wrong! We have received an incredible amount of responses and we think it is proof that our residents want to be heard. The surveys are a wonderful opportunity for residents to share their experience.
Q: What has been the effect of the epIQ Index on your business?
The epIQ index has done a great job in helping Hankin Apartments build our stellar reputation. We love that ApartmentRatings sends out their top epIQ communities list on a monthly basis because. as I mentioned, customer satisfaction is critically important to us! We are able to ensure that our residents are heard and we love sharing our scores. It has allowed us to show that our residents are the most important part of our business model and without them we wouldn't be where we are today.