The Key to Better Resident Satisfaction Survey Scores: Experience

Resident satisfaction surveys are about way more than just the score; they’re a window into how your residents truly feel about your community, your service, and your team. While many multifamily operators focus on boosting scores, the real key to sustainable improvement lies deeper than what’s seen on the surface — it’s in the resident experience itself.

By creating a seamless, responsive, and personalized living environment, communities can not only improve resident satisfaction survey results but also increase retention, referrals, and overall reputation. 

In this blog, we’ll break down the difference between satisfaction and experience, share actionable tips for elevating both, and show you how to use your survey data to drive meaningful change!

Jump to a Section

• Resident Satisfaction vs. Resident Experience: What’s the Difference
• 5 Tips To Strengthen Your Resident Satisfaction Survey Scores
• 3 Ways To Focus Your Attention on Data That Drives Results
• 4 Proven Strategies To Improve Service Delivery Quality
• Understanding Next Steps
• What Are You Waiting For?

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Resident Satisfaction vs. Resident Experience: What’s the Difference

To improve resident satisfaction survey scores, it’s essential to understand what’s truly being measured — and why experience plays such a critical role. That starts with distinguishing between resident satisfaction and resident experience.

Resident Satisfaction

Resident satisfaction is a key metric for any property management company. It can be used to track performance, identify areas for improvement, and attract new residents. Many factors contribute to resident satisfaction, but the most important are those key interactions that directly impact the resident experience.

Resident Experience

Resident experience is the sum of all interactions a resident has with your property management company. It includes everything from the initial move-in process to the day-to-day interactions with staff and the property’s overall condition.

Both are important, and both play key roles in keeping renewals up and churn down. Because, as you well know, turning a unit is expensive! Curious about those numbers for your company? 👀 Have a look for yourself using this Resident Turnover Calculator! 

To improve the resident experience and, in turn, strengthen your resident satisfaction survey scores, there are several key aspects to focus on. 

5 Tips To Strengthen Your Resident Satisfaction Survey Scores

However, improving resident satisfaction survey scores isn’t about chasing numbers — it’s about delivering meaningful, consistent experiences that build trust and loyalty. Every interaction a resident has with your team and your property shapes their perception and how they respond in a survey.

The good news? Many of the most impactful improvements are simple, actionable, and within your control. From the move-in experience to day-to-day communication, here are five practical tips to help you boost satisfaction and turn great experiences into better survey results.

1. Get the move-in experience right. The move-in process is one of the most crucial interactions a resident will have with your property management company, so ensure it is smooth and efficient. You accomplish this by being responsive to questions, addressing concerns, and making sure the unit is clean and ready for move-in.
   💡Watch this on-demand webinar to learn more: Move-In Effect: How the ‘Hello’ Impacts the ‘I’ll Stay Longer’” 
2. Respond to resident requests promptly. Residents want to feel like their concerns are being heard and addressed promptly. Ensure you respond to resident emails and phone calls within 24 hours.
3. Communicate regularly with residents. Keep residents informed of upcoming events, maintenance issues, and other important information. You can do this through email, social media, or a resident portal.
4. Keep the property in good condition. Residents want to live in a clean and well-maintained property. Make sure common areas are clean and free of trash and that units are promptly repaired when needed.
5. Go above and beyond for residents. Look for opportunities to exceed your residents’ expectations. You can do this by providing a welcome gift, offering a discount on rent, or simply being friendly and helpful. 

By focusing on these key aspects of the resident experience, you can improve your resident satisfaction survey scores and create a community where residents are happy to live.

3 Ways To Focus Your Attention on Data That Drives Results

Resident satisfaction surveys generate a great deal of valuable data, which begs the question, “But how do you know what to focus on?” The key challenge isn’t just collecting feedback — it’s discerning what information is most important, knowing where to start, and deciding how to act on what truly matters. 

Instead of trying to tackle everything at once, zero in on the areas that will move the needle most. Here are three practical ways to cut through the noise and focus your efforts on data that drives results:

1. Look for trends. Are there specific areas where residents are consistently expressing dissatisfaction? If so, those are the areas to prioritize.
2. Identify the root cause of problems. Don’t just focus on the symptoms of the problem. Take time to understand the underlying cause so that you can address it effectively.
3. Get feedback from residents. Resident satisfaction survey results are one critical component of the larger picture. In addition, you should review comments from online sites, assess shop scores, and talk directly with your residents at community events to understand the entire resident experience at your community.

By focusing on the most critical areas and getting feedback from residents, you can make targeted improvements that lead to measurable gains in satisfaction. Once you’ve identified what matters most, the next step is to consistently deliver high-quality service in those areas. Let’s explore four proven strategies that can help you do just that.

4 Proven Strategies To Improve Service Delivery Quality

While many factors contribute to resident satisfaction, quality of service delivery remains a key component. You can do several things to improve the quality of service delivery. Below are a few proven strategies:

1. Hire and train qualified staff. The battle for top talent starts long before a prospective employee sits down for an interview. In a recruiting survey by PwC, 49% of job seekers in competitive fields turned down offers after a lousy recruiting experience. Your staff is the front line of your customer service operation. Make sure they are well-trained and equipped to handle resident requests. 
2. Create a culture of customer service. Ensure your staff understands the importance of providing excellent customer service. Create or revise policies around minimum response times and communication standards when questions or maintenance issues cannot be resolved the same day.
3. Empower your staff to make decisions. Don’t make your team jump through hoops to get things done. Give them the authority (and tools) to make sound, on-the-spot decisions.
4. Be responsive to resident requests. Residents want to feel like their concerns are being heard and addressed promptly. Residents can request to be contacted through the survey program.

Consistently delivering high-quality service doesn’t happen by accident — it requires intentional hiring, training, and a supportive culture that empowers staff and prioritizes responsiveness. These strategies lay a strong foundation for enhancing the resident experience and building long-term satisfaction.

With the right people and processes in place, the next step is understanding how to turn insights into action. Let’s take a closer look at how to build on your progress and plan meaningful next steps.

Understanding Next Steps

If you’re serious about improving resident satisfaction, gathering relevant data for decision-making is the first step. Fortunately, KingsleySurveys makes it easy to find and use this critical information! By simply logging in to your customer portal, you can access the following data:

• Monitor Requests for Contact: The Dashboard page shows the number of survey respondents who have requested to be contacted by management. Review open requests by clicking the orange tile, and mark the request as closed after interacting with the resident or prospect.
  
• Question Details: Compare your rating areas to the Kingsley Index and use the red and green shading to identify areas of strength and opportunity. Focus on key rating areas that measure interaction with leasing, maintenance, and management staff.

• Comments Report: Identify strengths and improvement areas based on resident comments.

• Rankings Report: Easily compare communities across your portfolio.

With quality data at your fingertips, you’ll be able to quickly identify the areas that need improvement and develop a plan to address them.

What Are You Waiting For?

Resident satisfaction is key to your property’s success. And with so much at stake, it’s simply not an area that can be overlooked or left to chance. 

A quality resident satisfaction survey system keeps you in tune with your residents’ experience and satisfaction, equipping you with actionable insight and relevant data for tracking performance, identifying areas for improvement, and attracting new residents.

And Grace Hill can help. The KingsleySurveys solution offers comprehensive survey tools and trusted industry benchmarks proven to increase property performance and NOI. More importantly, we know multifamily. Our solutions are designed specifically for multifamily property management companies. We are passionate about this industry, and we have real-world experience that makes an impact for businesses like yours. 

Even better, Grace Hill’s KingsleySurveys Partner Program helps you bridge the gap between your resident satisfaction survey results and finding a solution for your toughest challenges. We make finding solution providers who understand your property’s unique needs easy. 

With Grace Hill, you’ll receive targeted vendor recommendations based on opportunities highlighted in your survey data. This direct access to our trusted partners helps you take immediate action and drive improvements in resident satisfaction.

Ready to get started? Contact Grace Hill today and talk to our survey experts about setting up your resident satisfaction survey program!