Tenant Communication
Three TOPICS ESSENTIAL TO THE TENANT SATISFACTION SURVEY By: Molly Looman, BOMA Georgia Tenant satisfaction surveys are an essential tool for property managers looking to improve their properties. Surveys can reveal gaps in the tenant experience, unknown maintenance challenges, or areas of opportunity. The data gained from these surveys can help property teams improve spaces and stay occupied.
This is also a time to engaged the building engineering staff in the creation and review of a tenant survey. There may be a new system they want feedback on, or they may benefit from hearing about different tenant pain points. This could lead to creative problem solving that could benefit the tenant and the buildings.
Here are the three topics that should be addressed in your tenant satisfaction survey.
This is also the opportunity to ask about the tenant’s experience with the work order system. Whether it is paying rent or requesting maintenance, getting feedback about your tenant portal can either ensure its running smoothly or uncover a system issue. This is an easy way to double-check a system in your building is working as expected.
Maintenance Many tenants may have a strong feeling about the maintenance process in their building one way or another. The tenant satisfaction survey is a great place to identify repeating issues or confirm that a system is working well. Asking tenants if they have been satisfied with their maintenance experience is essential.
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Tenant Experience Guide | October 2021
If the tenant provides constructive criticism and the same issue is seen multiple times, that may be an opportunity for growth and re-evaluation of a certain system’s operations. If the feedback is consistently positive, this may be a great place to ask for a review that can be publicly shared. Make sure to review results with maintenance and building engineering staff so that they can offer insights on the comments and coordinate a plan moving forward.
