SatisFacts Resident Satisfaction Awards Program Resident Satisfaction Awards Program | 页面 3

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Doug Miller, founder and president of SatisFacts, says, “Everyone wins when
there is a passion for delivering world-class service. Residents reward with their
renewals. Reduced turnover grows NOI. And dramatic marketing advantages
can be realized leveraging scores and awards to boost a property and company’s
online reputation. When resident expectations are being met and exceeded, then
SatisFacts helps you leverage this by using award logos in advertising and
marketing programs, posting scores online via our relationships with TurnSocial
and PropertySolutions, and being able to seamlessly integrate ratings directly into
property pages on ApartmentRatings.com via the powerful Verified Resident
Program.”

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While focusing on “customer” satisfaction always has a positive impact, a
challenging marketplace demands an even greater focus on retaining residents
and protecting NOI. Jen Piccotti, SatisFacts’ SVP of Education and Consulting,
comments, “Our clients see 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 seventeen
points below the rates reported in the NAA Annual Income and Expense Report. In
addition, improved satisfaction also reduces 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.”