Resident Experience: What it is and How to Improve it 

One of the main challenges when it comes to residing in a space is the experience that the place can offer. Whether it’s a neighborhood or a private property, many attributes and factors can influence how an inhabitant experiences their day-to-day life in the property and the surrounding environment.

Property owners and managers must consider these factors if they wish to continue attracting new tenants or improving the experience of their residents.

Below, we will explore this concept further and share some simple tips for improving this crucial aspect of your properties.

Introduction to Resident Experience

The concept of resident experience has gained popularity in the real estate industry due to the growing demand and competition within the industry. Despite playing an important role, few make real efforts to understand and improve this aspect.

What is Resident Experience?

Resident Experience refers to the perception that individuals, whether property owners or renters, have of the place they inhabit. This experience goes beyond a property’s physical attributes and includes human, operational, and environmental factors.

The analysis and improvement of Resident Experience focus on creating a positive and fulfilling living environment for residents. It typically covers all essential aspects included in a “Resident Journey,” ranging from when a potential tenant considers a property to the day they move out. Every interaction and touchpoint contributes to their overall experience and day-to-day life on the property.

Importance of Resident Experience in Real Estate

Offering a good resident experience has become a powerful differentiator in a competitive market. It not only attracts prospective tenants but also fosters loyalty among existing ones.

Satisfied residents are more likely to renew their leases, recommend the property to others, and become promoters of your services and properties. Remember that in this highly competitive industry, there is no promotion more powerful than word of mouth and a solid reputation to back it up.

Check out QuestionPro CX to learn how reduce tenant turnover and exceed their expectations.

How can property managers enhance Resident Experience?

As explained at the beginning of this article, a good resident experience goes beyond offering a beautiful property with good decoration. It encompasses a wide range of aspects that together ensure that residents or property owners have a great day-to-day experience.

Below are some of the most important and brief tips for controlling each and improving your clients’ experience.

Location and Accessibility

The location of a property plays a pivotal role in shaping the resident experience. Easy access to transportation, shopping centers, schools, and healthcare facilities enhances residents’ convenience and quality of life.

Communicating these factors correctly to interested parties is vital to managing expectations. You would be surprised to know that many problems and inconveniences arise not because these aspects are not the best but because of false promises or misconceptions that tenants have before acquiring or renting a property.

Property Management

Effective property management is essential for delivering a seamless resident experience. Responsive maintenance services, timely communication, and proactive problem-solving contribute to resident satisfaction and retention.

Make sure to always have the proper channels for your residents to express their discomfort or needs.

Amenities and Facilities

Modern amenities and well-maintained facilities contribute to a superior resident experience. From fitness centers and swimming pools to co-working spaces and pet-friendly areas, amenities add value and enhance residents’ overall lifestyles.

If you have no idea what amenities to offer, your tenants themselves can be an incredible source of information. After all, they are the ones who will enjoy them and have the real needs.

Community Engagement

Building a sense of community and promoting social connections and belongingness among residents is one of the best ways to ensure a great resident experience.

Community events, social gatherings, and volunteer opportunities are great pretexts for building relationships in the community and among your residents.

Tips & Strategies for Enhancing Resident Experience

There are many options for improving residents’ experience. It’s always important to put yourself in your tenants’ shoes and consider their needs. Here are some tips and strategies that can be the initial step on your journey to providing them with incredible experiences.

Regular Feedback Channels

Seeking feedback from residents through surveys and suggestion boxes demonstrates a commitment to continuous improvement. The use of appropriate technology plays an important role in this.

If you are looking for a tool that provides all the functions to start listening to your tenants, we suggest you take a look at our specialized resident experience management tool: QuestionPro CX.

Thanks to its multiple functions, you can address concerns and implement suggestions that can improve resident satisfaction.

Evaluate each touchpoint your residents have with their environment to ensure satisfaction in every aspect of their experience.

Community Events and Activities

Organizing regular events and activities strengthens the sense of community and fosters positive relationships among residents. From holiday celebrations to fitness classes and cultural festivals, diverse programming caters to different interests and demographics, and actively promoting residents’ interaction with the community is a great way to foster a pleasant resident experience.

Maintenance and Upkeep

Prioritizing maintenance and upkeep ensures that the property remains in optimal condition. Promptly addressing maintenance requests and conducting routine inspections prevent issues from escalating and enhance resident comfort and safety.

Using an efficient system where customers can raise tickets and track their requests is essential to eliminate uncertainty and meet your tenants’ needs.

Conclusion

Although Resident Experience is a somewhat novel concept, it is enormously relevant to the residential property management and the real estate industry.

This concept constantly evolves and improves, incorporating predictive analytics, artificial intelligence, sustainability initiatives, and experiential design to ensure a great experience.

With QuestionPro CX you can leverage on all 3 core components of the CX ecosystem:

• CX & VoC data measurement and analytics live tracking: Turn all your CX and VoC decisions data-driven and tailor an unlimited amount of dashboards with +20 widgets to pick from and export reports ready to present to the C-suite.
• All-the-loops ticket feedback systems: Close the loop and automate flagging red to prioritize detractors feedback and put your data into action.
• Customer Journey Orchestration: What are the moments of truth that are delighting or making your tenants unsatisfied? Easily visualize what are the key touchpoints in your tenant’s journey from awareness all the way to the advocacy stage.
• 1-2-3 migration: If you already have a Customer Experience Management platform, we’re ready to make the migration frictionless and seamless, end to end.

Aiming to enhance your decisions data-driven based? Our CX experts are ready to team up with you at every step of the process.