{"id":14613,"date":"2016-01-25T05:00:11","date_gmt":"2016-01-25T13:00:11","guid":{"rendered":"http:\/\/www.yardi.com\/blog\/?p=14613"},"modified":"2020-12-24T03:45:15","modified_gmt":"2020-12-24T11:45:15","slug":"net-promoter-scores","status":"publish","type":"post","link":"https:\/\/www.yardi.com\/blog\/net-promoter-scores\/","title":{"rendered":"Net Promoter Scores"},"content":{"rendered":"

Let\u2019s start with an easy concept that can be hard to swallow:<\/p>\n

The customer\u2019s perception is YOUR reality.\"RC-NetProScores_012016\"<\/a><\/p>\n

You might think that your customer service and amenities are great, but it doesn\u2019t really matter<\/em> unless your residents think so too<\/em>.<\/p>\n

If, on the other hand, they think your properties are not so great or even awful, that\u2019s what everyone else\u2014friends, family, social media circles, review site audiences\u2014will think too.<\/p>\n

Yikes!<\/p>\n

So how can you know what your residents are thinking? You\u2019re not a mind reader, after all! Relax, we have a solution. Enter Net Promoter Score\u00ae (NPS) resident surveys the quick and easy way to keep your finger on the pulse of customer sentiment.<\/p>\n

You can absolutely send these surveys out to residents yourself every time you want to take the temperature of a community. But to save you and your staff time, NPS surveys are integrated with (and can be automated by) RentCafe\u00ae<\/a> as part of a total property marketing solution for multifamily operators.<\/p>\n

What are NPS surveys?<\/strong><\/p>\n

NPS is an industry-wide standard that scores responses to a single question to identify promoters, passives, and detractors at each property. Your residents just have to answer one easy question for you to get valuable feedback.<\/p>\n

Extensive research has shown that your NPS acts as a leading indicator of growth. If your organization\u2019s NPS is higher than those of your competitors, you will likely outperform the market.<\/p>\n

\"NPSgraphic\"<\/a><\/p>\n

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How do they work?<\/strong><\/p>\n

Using RentCafe, surveys are automatically emailed to your residents based on a completed event, like a move in or move out. The email contains a single question with the option to select 0 \u2013 10 based on how satisfied the recipient is with their experience.<\/p>\n

Who sees the results?<\/strong><\/p>\n

The results can be viewed in RentCafe Site Manager and are not public. You can view individual responses from your residents and compare results across properties.<\/p>\n

What do you do next?<\/strong><\/p>\n

The companies who use NPS well use it as part of a full marketing and operational strategy. Every NPS you receive becomes an action item. Each response should trigger a follow up email or other action. As a company, you might choose to:<\/p>\n