Three Topics Essential to the Tenant Satisfaction Survey

October 19, 2020 | By: Molly Looman
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Tenant satisfaction surveys are an essential tool for property managers looking to improve their properties. Surveys can reveal gaps in the tenant experience, unknown maintenance challenges, or areas of opportunity. The data gain from these surveys can help property teams improve spaces and stay occupied. 

Here are the three topics that should be addressed in your tenant satisfaction survey. 

Maintenance

Many tenants may have a strong feeling about the maintenance process in their building one way or another. The tenant satisfaction survey is a great place to identify repeating issues or confirm that a system is working well. Asking tenants if they have been satisfied with their maintenance experience is essential.

If the tenant provides constructive criticism and the same issue is seen multiple times, that may be an opportunity for growth and re-evaluation of a certain system’s operations. If the feedback is consistently positive, this may be a great place to ask for a review that can be publicly shared. Make sure to review results with maintenance and building engineering staff so that they can offer insights on the comments and coordinate a plan moving forward. 

Leasing

An anonymous tenant satisfaction survey is a great place to ask tenants what they want to see in the property. Perhaps there have been needs or desires that they have not shared with the property team before but asking directly may provide more results. 

Ask about what amenities might be worth a rent increase or what their dream space might look like. Ask them what their priorities are whether it be environmental, convenience, or price. Asking direct questions that leave space for longer feedback will help property teams identify the long terms needs of the tenant’s in their building.  

People

With so many plates spinning, it can sometimes be difficult for a property manager to keep up with the tenants’ satisfaction with the multitude of staff that works on a property A tenant survey is a great way gain feedback not only on the staff that maintains the property but on the property management team itself. 

Find out if there are issues with response times, efficiency, or even friendliness. There may be a process that could use a review. Overall the purpose of the tenant satisfaction survey can help identify if the management is providing a positive experience and if the level of communication is where it needs to be.

 

Helpful Hints

What you cover in the survey is just as important as how you ask it. Shy away from yes or no questions and phrase questions on a disagree to agree sliding scale. If it is a yes or no question, consider having a text box for longer feedback. 

Remember to keep the length of the survey and the frequency of the survey reasonable so that participants fill it out completely. Consider using incentives like a raffle or a gift card for participants that fill out the survey. The larger the sample size, the more accurate a read a property manager will get on the state of their building. 

 

Sources:

https://www.softwareadvice.com/resources/importance-of-running-tenant-satisfaction-surveys/

https://aquicore.com/blog/get-tenant-feedback-commercial-spaces/

https://www.yardibreeze.com/blog/2019/10/5-tenant-satisfaction-survey-questions-you-should-be-asking/

https://www.rentecdirect.com/blog/tenant-surveys-what-to-ask-and-why/