Customer Experience

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CUSTOMER RETENTION

We are proud that homeowners in our manufactured home communities choose to stay with us an average of ten years. Many customers of our RV resorts and campgrounds return year after year to make memories, often with generations of family members. In fact, more than a third of our RV sites are reserved by annual customers who return to their RVs or park models seasonally or throughout the year to enjoy all that our resorts and campgrounds have to offer. Our Thousand Trails members are a highly engaged and growing network of campers more than 100,000 strong.

We recognize that our customers’ pets are part of their family, and we welcome them as part of ours. We’re proud to offer dog parks at more than 120 communities, RV resorts and campgrounds across our portfolio, with others planned for the future. Many properties even extend the fun to pets when planning their events and activities. For example, in 2019 Bay Indies in Venice, FL hosted a Halloween pet parade where 40 dogs and one cat strutted through the community to show off their adorable pet costumes. The event raised money for a no-kill animal center in Sarasota.

PETS WELCOME

CUSTOMER SERVICE

The satisfaction of our customers is very important to us and our operations team members regularly meet with residents to ensure we maintain these relationships. Our property managers hold regular office hours and regional managers visit each property on a regular basis and are available to meet with residents in group or individual settings. Residents receive contact information for after-hours emergency issues as well as phone numbers for the regional office and corporate customer service line to ensure they can raise issues beyond their community manager should they feel the need to do so.