Customer Support
Comprehensive Survey Tools and Trusted Industry Benchmarks
Seamlessly capture actionable data on resident, tenant, employee, and investor perceptions, leveraging the Kingsley Index benchmark.
Turn Insights Into Action
The link between satisfaction and renewals is undeniable, but gathering accurate data for your properties can be challenging. Grace Hill offers comprehensive survey tools and trusted industry benchmarks that are proven to increase property performance and NOI for multifamily and commercial real estate organizations.
Measure Satisfaction
Increase Renewals
Retain Employees
Improve Property Performance
Trusted, Industry-Specific Survey Solutions
- Effectively conduct resident, tenant, employee, and investor surveys.
- Translate survey results into insights and develop a plan
for action. - Compare your results to our Kingsley Index™ industry benchmarks.
- See how your properties stack up against the competition.
Proven Survey Programs Designed to Meet Your Business Needs
Resident Surveys
Reduce turnover with feedback collected from your resident
lifecycle.
Employee Surveys
Increase employee satisfaction
and retention with Annual and Pulse Surveys.
Tenant Surveys
Gain practical insights into the tenant experience on your properties.
Investor Surveys
Move beyond surface-level surveys with rich, unbiased investor interviews.
Critical Insights Delivered to Your Inbox
- Quickly scan survey results for your properties and portfolio, along with key drivers of the data.
- Compare your results to relevant Kingsley Index benchmarks to understand how you stack up to industry peers.
- Support ESG initiatives with our trusted engagement programs and third-party reporting.
Designed To Bridge the Gap Between Surveys and Solutions
Your survey results highlight key growth opportunities, but finding the right vendors to take action can be overwhelming.
Grace Hill’s Survey Partner Program streamlines vendor selection, delivering trusted partners who specialize in solving your toughest property issues. Whether it’s improving operations or enhancing security, our recommendations help you implement real solutions — without the guesswork.
- Eliminate wasted time and budget searching for vendors.
- Gain tailored solution providers based on your survey data.
- Proactively address key concerns to improve tenant and resident satisfaction.
Work with our in-house experts for insights across all asset types.
Multifamily
Office
Industrial
Medical
Retail
"We achieved success from the start implementing Grace Hill Surveys across our 50+ location portfolio. It worked as promised — and from the start. It’s rare in today’s world what’s promised is delivered. The Grace Hill team delivered for us."
Thomas Stanchack
Director of Sustainability at Stoneweg
Survey FAQs
Intelligence+ is a prescriptive analytics solution within Grace Hill’s PerformanceHQ platform that delivers AI-powered insights to help multifamily teams turn resident survey data into clear next steps and trackable action plans. By surfacing trends and offering tailored recommendations, such as targeted training or service improvements, Intelligence+ empowers operators to reduce turnover, boost satisfaction, and improve performance across their portfolio.
Yes, you can tailor your survey questions to meet your organization’s specific needs. The number of custom questions available depends on your package and survey type — resident surveys allow up to 15 questions, while tenant surveys offer up to 20.
However, with our industry experts and proven best practices, many clients find that our standard survey templates are already optimized to deliver the insights they need. This eliminates the need for extensive customization and ensures you gather valuable feedback from your residents, employees, or stakeholders.
Response rates for surveys can vary widely based on your property type and the type of survey conducted. Our experts leverage 35+ years of experience and industry best practices to maximize response rates. We work with you to seamlessly capture the critical data you need and make your survey a success.
Plus, our survey solution offers alerts and real-time feedback in a single dashboard, helping you quickly respond to urgent insights and address issues fast. Leverage our survey tools to maximize engagement including email and text/SMS survey formats, custom templates and branding, and more!
Response Times by Survey Type:
• Office: 51%-56%
• Industrial: 39%-44%
• Retail: 31% -36%
• Medical Office: 64%-69%
• Ongoing Multifamily: 17%-22%
• Employee Engagement: 61%-66%
Grace Hill has been trusted for 35+ years to help real estate organizations seamlessly capture valuable insights and drive actionable feedback. Our proven process ensures your survey launch is smooth and successful. Plus, our team of experts works hand in hand with you to customize your survey content and set up distribution seamlessly. From kickoff to launch, we can typically have your new survey up and running within 45 to 60 days.
Yes! With Surveys in PerformanceHQ, you can receive custom email alerts or log in to our secure portal to see all response results in real time. Be the first to see time-sensitive results with dynamic push reporting capabilities and respond immediately. That way, you can resolve concerns before it’s too late.
Our standard survey duration is 3-5 weeks but will vary based on survey type and property size. However, we understand that every property and organization is unique. Our industry experts can work with you to customize a survey program that aligns with your specific needs and goals.
Grace Hill’s Pulse Surveys are designed to help you keep your “finger on the pulse” of employee and resident sentiment throughout the year. These targeted, one-question surveys follow up on any topic from the Annual Survey to see how sentiment has changed.
For example, if your annual survey indicates employees do not feel valued for their work contributions, you could launch a company-wide recognition program and then follow up with a Pulse Survey to see how your efforts affect sentiment in this area. Pulse Surveys offer ongoing insights that help you narrow in on what truly drives satisfaction and retention. Learn more.
Quickly collect specific feedback on time-sensitive topics, new amenity offerings, or community events with Ad Hoc Surveys. These flexible surveys empower you to make informed decisions that directly impact resident satisfaction and engagement, without waiting for your next scheduled survey.
Grace Hill's Surveys in PerformanceHQ includes robust tools to measure NPS, a key metric for understanding customer satisfaction. Our comprehensive survey engagement program helps you gain a clearer picture of resident sentiment and uncover areas for service improvement. Plus, our intuitive platform includes an interactive dashboard to benchmark your performance so you can make investments that translate to increased satisfaction.
The Kingsley Index is the most comprehensive performance benchmarking database specific to the real estate industry, comprising survey results from 7.3 million residents and 2.2 billion square feet of commercial space.
These awards recognize multifamily and commercial properties that achieved outstanding performance in resident/tenant satisfaction based on survey data collected in the previous year. Learn More
The Kingsley Excellence Awards is a listing of the top properties in the multifamily rental space. The Kingsley Excellence Elite 5 goes further to recognize the five top-performing multifamily companies across Grace Hill’s three main client tiers:
Tier 1 - More than 30k units
Tier 2 - 10k to 30k units
Tier 3 - Less than 10k units
Our award tiers are designed to recognize a broad range of companies that demonstrate exceptional performance. Because the number of participating companies changes each year, the number of customers in each tier also varies. To maintain the integrity and confidentiality of the award process, we don’t disclose the exact number or identities of companies within each tier (except for naming the Elite 5). This helps ensure a fair evaluation based on industry standards rather than direct comparisons among clients.
Benchmark Against the Best with the Kingsley Index™
Compare your results to the Kingsley Index™ and earn recognition for outstanding performance –
helping you stand out from the competition.
The Kingsley Index
Trusted Industry Benchmarking
- Gain a realistic assessment of resident, tenant, and employee satisfaction.
- Receive an unbiased perspective of portfolio performance compared to your competitors.
- Customize your Kingsley Index for strategic benchmarks of similar properties.
- Compare yourself to accurate benchmarks by property type, asset class, and geography.
Kingsley Excellence Awards
Stand out from your competition.
Each year, we recognize individual properties and companies that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Start your program today to see where your properties rank!
Find out how Surveys can help you improve overall portfolio performance.
Request a personalized demo today!
More Survey Tools and Insights
7 Critical Factors of Successful Resident and Tenant Satisfaction Surveys
DIY vs. Third-Party Surveys: How To Know What’s Best for CRE & Multifamily
2025 CRE Emerging Trends Report
Learn More About Grace Hill’s Full Suite of Solutions
Training
The leading learning management system in multifamily.
Policies
Industry-specific policies that empower your team and reduce risk.
Mystery Shopping
Get unbiased evaluations with programs that fit your needs.
Reputation Management
Seamlessly manage your online reputation and drive prospects to your communities.
Credentials & CECs
Attract top talent by investing in employee education and career development.