We are thrilled to announce that we are a SatisFacts (www.SatisFacts.com) 2010 national resident satisfaction award winner.  Putting these awards into context, SatisFacts works with well in excess of 100 companies nationally.  Achieving a Superior or Exceptional award says that our team members are focused on the actionable best practices that impact satisfaction and retention…and our residents are validating that point!

Doug Miller, Founder and President of SatisFacts, adds, “Having worked with millions of units over the years, we know that award winning scores accurately validate when a company and team go beyond talking about great resident service and satisfaction – but where they in fact ‘walk the walk.’”  “Besides the significant impact that superior service delivery has on resident retention, and reducing costly and controllable turnover,” Miller continues, “clients with Superior and Exceptional overall scores can proudly promote a significant marketing advantage – being able to tell prospective residents that an independent third party research company reports that residents rate their performance as superior.  We like to say it this way – promoting a property or company winning an award in ads is like being able to say, ‘Forget what our ad says…look at how fantastic our residents think we are.’”

 “Quality assurance has always been an area of great passion, focus and attention for our clients,” adds Miller, “and as it relates to resident satisfaction surveys, our clients put their money where their mouth is, investing time and resources in measuring their performance – understanding the value of opening up the doors of communication with residents due to its impact on bottom line performance.  Even more impressive than this customer service delivery focus is a never-ending desire to improve.  Our clients are clearly driven to make improving service delivery an on-going process.”

 While focusing on “customer” satisfaction always has a positive impact, today’s marketplace demands an even greater focus on retaining residents and protecting NOI.  Jen Piccotti, SatisFacts’ VP of Consulting Services, comments, “Our clients have seen the benefit of a greater focus on not just satisfaction but also measuring it in dollars and cents.  First year clients often see turnover drop by up to six points, and our seasoned clients’ average turnover is nearly ten points below the rates reported in the NAA Annual Income and Expense Report.  In addition, improved satisfaction has also reduced resident resistance to rent increases.  Due to the extremely high cost of turnover, this attention to retention is having a powerful impact on portfolio NOI and asset values.”