Unlocking a 
Better Resident Experience

Resident retention is driven by a combination of factors, including great customer service, mobile communication tools, flexible lease terms, and easy-to-use, end-to-end digital tools that provide frictionless self-service opportunities.

Resident satisfaction with overall property management communication plays a key role in whether or not a renter will renew their lease. Property managers can also increase resident satisfaction with offerings such as flexible lease terms, security deposit alternatives, and easy-to-use and on-demand digital tools that provide a frictionless experience across areas such as online applications, maintenance requests, rent payments, and lease renewals.

Mobile communication tools allow for instant updates to individuals, groups, or the entire community. Automated messaging via text or email makes it easier for residents to quickly know what is going on during any given situation, from maintenance issue updates to rent reminders or property announcements.

Expectations vary from property to property. Understanding your communities' unique expectations and needs allows you to cater your service to what matters most — creating a community of satisfied residents that positively advocate for you and refer others to your business.

Moving is a big job that involves many tasks, so it is important to help make the process as smooth as possible for new residents. There's a lot happening during move-in, so any clarity or guidance from the property manager goes a long way. Digital checklists and guided support provide that help without adding any work for your team.

86% of renters say online rent payments are important.* In addition to increasing renter satisfaction, online rent payment tools also ease the burden of time, effort, and manual tasks for property management teams. When looking to turn residents into advocates, each potential opportunity for satisfaction matters.

Maintenance issues are a critical point of interaction between residents and property managers. Residents who are satisfied with maintenance are 71% more likely to plan to renew.* Automated maintenance tools can ensure repair or replacement issues are quickly handled with standardized 24/7 processes and that the right vendors are dispatched.

Digital experiences that allow residents to complete tasks on demand — from rent payment to maintenance requests to lease renewal — are table stakes for your property management business. If your teams are doing everything manually, you're unnecessarily burdening staff while not offering the standard tech-driven services that residents now expect.

A fundamental goal of any property management business is to sustain happy, responsible residents who minimize costly turnover. Using a combination of discounts, incentives, amenities, flexible lease terms, and automated digital renewal tools can make residents feel like they are a valued and long-term part of your community.