Posted on 06/05/2015

By Lora Mays, Product Marketing Manager

One unresolved negative experience can be difficult to come back from – in fact, it takes 12 positive experiences to make up for that one negative experience. Even more startling is the fact that you don’t always hear from those that are dissatisfied – only 4 percent of unhappy customers will actually voice their complaints.

Often times, this stems from not having an easy-to-access avenue to submit their thoughts. When it comes to managing properties, you know that tenant satisfaction drives success now and in the future. Leveraging surveys can help you understand tenant satisfaction, giving you an opportunity to address issues before they become crises for your organization.

With an automated facility and maintenance management solution, surveys can be used in several different ways. Among the most popular, tenant satisfaction surveys can auto-send to requestors to gauge the response time and quality of work for a particular work order. The tenant has the opportunity to rate the technician or vendor who completed the repairs, as well as provide feedback on the quality of work.

In addition, using surveys on a regular basis can gather baseline data about tenant satisfaction. Rather than tying these surveys to a particular issue, they can be used to gauge the overall happiness for the property. For instance, tenants can be asked a series of broad questions, including:

  • What can be improved upon within the building, whether in your space or the common area?
  • How quickly are work orders responded to (on a 1-5 scale, with 5 being extremely fast)?
  • Would you refer this property to another business?

The answers to these questions can indicate areas for improvement, such as improving work order time to completion, to improve tenant satisfaction. The data can also be leveraged for other efforts, like attracting new tenants to the building, when you can say things like, "98 percent of tenants would refer this property to another business!"

Technology like automated surveys can transform how you do business with your tenants to ensure their satisfaction with your provided services.

Interested in learning more about how surveys would work for your property? Contact us to learn more.