From Signals to Action, Without Leaving PerformanceHQ

And this page is broken down into a few sections, but where I want you to focus your attention is the critical insights area of the page. So we all dedicate time, resources to collecting resident feedback. We send out surveys. We read comments. We track scores. But I do want you to ask yourself, how often does that massive volume of feedback truly translate into to tangible, concrete improvements? And too often, it really doesn't. And the core problem is impactful insights like these that Jay's showing on the screen, they're often buried in thousands of data points and, even more, thousands of unstructured survey comments. So you're practically sitting on a gold mine of information, but it's hidden or out of reach. So it could literally be a Herculean effort to manually translate raw survey responses into meaningful, actionable insights. And without a clear data driven view, you're kinda simply guess which areas to prioritize for improvement. That wastes time. That wastes energy, and it also makes it difficult to get buy in needed to take action. So what we're looking at here is is this is our commitment to moving beyond just, like, reporting the news in that we're shining a flashing light on what's critical and what actions you could take to boost performance. So we call this here our critical insights carousel, and this displays a number of insight cards that are prioritized by criticality. That's really key. So you could scroll left or right with the most critical items being at the beginning of the carousel. So those may be insights regarding safety, security, management communication, renewal intentions. The point is to direct your attention to what matters most right when you open this page, without the need for running a report or asking a question. This is served up to you automatically, but it doesn't stop at what the problem is. It recommends how you could fix it. So as you could see, we have a location here that is experiencing significant concerns about safety and security, citing issues with lighting, crime break in stuff, emphasizing the need for improved security measures. It also gives you the context that this is based on, what, twenty seven respondent comments. So that's so now you know that is a statistically relevant theme. But, again, we don't just tell you what the problem is. We also provide these list of recommendations that could easily be incorporated into an action plan as tasks that can be assigned out and tracked. So we're really addressing that feedback to action gap to ensure that the results that you're getting are actually the rubber hits the road, and action is taken on those results. But we're gonna take a look at action plans in a second. But let's say you wanted to view insights for a specific location. You could also easily leverage filters here at the top of the page to do just that. Here we are. Yeah. We're gonna take a look at Ocean Club. So one thing you'll notice is the overview just updated to summarize just what is critical for Ocean Club. And one insight here that's really catching my attention is that service related issue at move in. You may ask, why did that catch my attention? Well, I'll tell you why. Yeah. Let's open that up. There you go. Did you know that forty one percent that that residents are forty one percent more likely to be satisfied compared to those who experience a maintenance issue within the first thirty days of move in? Moreover, most controllable churn decisions form within the first ninety days of a tenancy, making move in probably the most underutilized lever operators have. In fact, according to NAA, a standard two hundred and twenty five unit building at forty percent turnover rate cost the property over a hundred and sixty thousand dollars annually. And reduce reducing turnover by just one unit per month can save an operator more than twenty thousand dollars per year. So that's why insights like this are so critical and why it's equally important to implement mitigation strategies to ensure a better move in experience. It's essentially your second chance to make a good first impression, if you will. And in this case, Intelligence Plus, it provides a number of recommendations that can easily be incorporated into an action plan for implementation and tracking, and that's what we're gonna take a look at next. Awesome. Hey, David. Before we look at that, there is a lot of noise in this industry. Right? And I think somebody had put in the chat, like, we gonna pull it, then by the time we pull it, like, there's already something else. Right? There's just a lot of noise. Can you talk to us a little bit, like, when you were designing this, how do these things, like, the critical insights, not just become another noise within their day to day? I mean, that that that's certainly a fair concern, especially with multifamily industry. And, honestly, preventing the what I would call alert fatigue is was one of our top priorities when building this, and we and we do that really in three ways. One, signal based thresholds. Right? So an insight isn't triggered by random blips. Every card is driven by a distinct performance signal that's tied to a clear, verifiable piece of evidence or multiple pieces of evidence. Two, context and prioritization that so I just kinda mentioned this. But instead of burying you in raw notifications, the UI is is categorizing these insights by criticality, so you instantly know what needs immediate focus versus what's running smoothly. And then lastly, we have role based relevance. So users, when they come to this page, they only see insights for the specific properties properties or regions that they manage. So regional manager isn't coming in here and getting spammed with data outside of their scope. So the bottom line is when you look at a card, you instantly get the why. And if it ever feels like clutter, then we got it wrong. That's a bar that we set for ourselves. Awesome. Alright. David, can you again, I know you talked about how sometimes these things just go in a folder. Right? Can you talk about how we close that loop a little bit? Yeah. So I said earlier that, you know, a a a gets read. It goes in a folder, and, hopefully, that just doesn't, you know, never get looked at again. But what Intelligence Plus did when and and we're talking about that service related issue at move in card that we were just taking a look at, this triggered in June. And, you know, within the platform, you could assign training to address that the same day. But what was also done at the same time is this action plan was created around this issue, And the recommendations that we provided were promoted to being task that you could assign out to team members and employees within your organization, you know, the boots on the ground that could actually affect change. And now you, being the plan owner, you could track these tasks to fruition. And each one of these tasks tying back to resolving the underlying issue that Intelligence Plus identified in the first place. Yeah. David, I love that. And so little quick story time for those on the call to kinda put in a real life example of what we've heard from one of our clients, and this wasn't around a survey related issue. But they found out from their survey feedback, this operator did, that they really residents were really struggling with the product itself, that it needed some renovation. They were able to surface through Intelligence Plus that theme, if you will. As a result, they got a hundred thousand dollar renovation approved by the ownership, and it has already drastically changed the NOI for that customer. And that was in the budget. Right? Like, that's how they justified it in the budget. So as we kinda transition into that budget, that's what I would challenge you all to think about. Right? As you don't want a line item in the budget that says, well, we think this is gonna move the needle. The better answer is I have specific properties. I have specific findings. I have specific themes and recommendations to move the needle. Right? One of the things David and I talked about in the critical insight cards here, actually, some of them are gonna tie with training recommendations. And I remember I was like, hey, David. Why don't we do that for everything? And, David, I think you said to me, like, hey. If every recommendation was just a training recommendation, then we just built a better LMS. We didn't buy a holistic you know, build a holistic tool. So for me, that was really important.