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Property Management – Northridge – How to Use a Resident Survey

NORTHRIDGE PROPERTY MANAGEMENT

How to Use a Resident Survey to Improve Your Properties

It’s safe to say that property managers are constantly in search of ways to improve their properties. While some are obvious, others may not be quite so apparent. For instance, do you really know what your residents think of your clubhouse? Are they happy with property staff? Is staff response to complaints prompt or nonexistent? If you’d like to know more about what how your tenants really feel consider a survey.

Resident surveys are a great way to find out what your tenants are really thinking. It’s inexpensive, convenient to distribute, and the answers are honest (as long as the survey is anonymous). But all surveys create two potential issues: what kind of questions should you ask in order to get the most out of the survey results, and how do you convince your target market – your tenants, to complete it?

Here are some suggestions you may find useful:

Keep it short. Most people don’t mind filling out a survey, as long as it’s not three pages long. Anything longer and most people will either quit filling it out or simply not start in the first place.
Consider what method you will use to deliver the survey, but remember to make it as simple as possible for tenants to respond.
Provide an incentive to respond if possible. While you’ll want to keep some survey responses confidential, a survey on clubhouse improvements or amenities does not have to be.
Eliminate ‘yes/no’ answers on the survey. If your tenant says ‘yes’ they would recommend the property, or ‘no’ they wouldn’t isn’t nearly as important as knowing why or why not.
Choose a few areas you wish to include on the survey and stick to those. For instance, it you’re thinking about upgrading the clubhouse, ask what tenants like about the existing clubhouse – then list some potential new features you are considering and measure the responses.
Same thing goes with staff. If you’re concerned about staff response to tenant complaints or interaction with tenants, ask tenants about it on the survey. Questions about the level of courtesy tenants feel they receive or if their concerns are always handled promptly can help to point out problem areas that you may not be aware of.

Perhaps the most important thing to remember is that it’s pointless to send out a survey just for the sake of sending out a survey. Study the tenant responses, look for patterns, and start immediately to address those concerns.

Posted by Mary Girsch-Bock

Since 1946 the Carnahan name has had a reputation for honest and ethical Real Estate Property Management services in the San Fernando Valley, Santa Clarita Valley, Burbank/Glendale, Los Angeles, Westside and Conejo Valley areas.

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