Onsite Insites by SatisFacts Research 2014 - 3rd Quarter | Page 15

the SatisFacts Index

SatisFacts Index scores based on 2014 client-wide averages

SatisFacts Index: Insite® Work Order
Questions

SI

Prompt response by office staff to calls and/or emails regarding the request
How would you rate the courteousness and professionalism of the maintenance team?
How would you rate the speed to which your maintenance request was handled?
How would you rate the quality of the maintenance work done?
Did the maintenance team clean up before they left your home?
Was your request completed properly by the maintenance team the first time?
Were you notified that there would be a delay in completing the work and advised when the
work was anticipated to be completed?
Do any maintenance problems still exist?

4.32
4.51
4.25
4.31
93%
81%

Overall Satisfaction

4.31

32%
23%

Scoring Key:
Satisfaction Five Point Rating Scale:
Exceptional (4.50+), Superior (4.49-4.00), Average (3.99-3.50), Warning (3.49-3.00), Red Flag (below 3.00)
Likelihood Five Point Rating Scale:
Very Likely (4.00+), Likely (3.99-3.01), Neither Likely nor Unlikely (3.00), Unlikely (2.99-2.00), Not At All Likely (below 2.00)
Percentages:
Figures shown are the percent of respondents responding “Yes”

One of the “perks to living at an apartment community is worry-free maintenance. While the overall satisfaction score for the
Insite® Work Order Survey is at a solid “superior” level, there are some easy tweaks that can be made within your team to
ensure your work order process is running as smoothly as possible. Check out these 5-step process:

Thorough
service
requests –
Details
It’s all in the
details…does everyone
in your office know
how to take a
thorough, detailed
request? Be sure to
ask the “technical”
questions that
maintenance finds
most helpful. Go
beyond “which
bathroom” and “are
there pets in the
apartment

Input into
Property
Management
System
immediately
Outlaw those post-it
notes in your office.
As soon as a request
for service comes in, it
should immediately go
into your property
management system.
No more stockpiling
requests!

Service Team
has necessary
training and
tools
Does the service team
have what they need
to complete your most
common requests?
Trips to the supply
store or waiting for a
part to come in can
mean the difference
between securing or
sabotaging a renewal.

Resident
notified of any
delays
When there is a delay
in work order
completion, whose job
is it to notify the
resident? The easiest
and most effective
method is for
maintenance to tell
the office and then the
office follow up with
the resident. Keep
everyone in the loop!

Follow up
after service
request
completed
To uncover incomplete
service requests and
additional service
needs, having a
callback process for
completed orders is a
great strategy. Set a
goal for callbacks
(100% is the desired)
but how many
residents can you
successfully connect
with to confirm the
work has been done.