Legend Management Group
Legend is a Washington, DC, metro area-based apartment management group that has served greater Washington’s most discerning residents for nearly three decades.
Since 2007, Legend has been repeatedly recognized us for their commitment to creating great apartments for rent and providing exceptional living experiences for their residents. A few of those accolades include nine consecutive years as a National Resident Satisfaction Company Award winner and three consecutive years as an epIQ top ranked company for exceptional online reputation.
A: Understanding what our customers are experiencing when they come to our communities and live at our communities is extremely important. We need to know what we're doing well, but we also need to know where we're missing the mark on delivering the exceptional customer care that we aim to deliver to all of our customers. Giving them the opportunity to share feedback through the Insite Surveys is extremely important so that they feel valued and to have their voices heard, and then for our company to respond as necessary, whether it's for praising our teams or if there's something that we need to recover from, we know right away that we need to do so.
Q: How does your team utilize SatisFacts Insite Survey feedback to evaluate performance and how has it been useful in decision making processes?
A: We all know that customers are deciding on move-in day if they're going to renew next year based on how their experience went. Our surveys help us see how our teams are performing and celebrate their successes through our scores that we track monthly. We can also see when we're not meeting the mark and see if there's any trends or patterns in what might be happening at a community that require additional training. It's all about knowing if we're meeting customer expectations or not, being able to recover quickly if we're not, and being able to celebrate our teams when they are.
Q: How has the ApartmentRatings and SatisFacts Education team helped your company to achieve your resident satisfaction and online reputation goals?
The ApartmentRatings & SatisFacts education team has been amazing. We have been fortunate enough to have Lia Nichole Smith come to a number of our company meetings to not only speak with our teams and celebrate our successes, but also to help us see where we are a little bit lower than we'd like to be in order to achieve that exceptional score across the portfolio. She shares what she's seeing as trends in the industry, what customers want, what our residents value, and then we are able to turn our focus onto those things to continually achieve high ratings from our residents. I think also the trainings that the education team does monthly and the celebrations of the epIQ scores build excitement and momentum for our teams to continue finding new ways to deliver exceptional experiences.