On January 19, 2011, Kingsley Associates’ John Falco moderated an expert panel discussion about resident retention at the National Multi Housing Council (NMHC)’s Annual Meeting. Represented on the panel were some of the industry’s best and brightest, including:
- Steve Hallsey, President/CEO of AMLI Residential Management
- Leo Horey, EVP – Operations at AvalonBay Communities, Inc.
- Maitri Johnson, EVP Property Services at Riverstone Residential
- Bobby Page, COO of Apartment Life and President/CIO of JPI
In a lively, rollicking discussion in front of a standing-room-only crowd, the panelists opined on everything from the cost of losing residents to the reasons they leave, as well as management’s potential role in providing service, creating a strong sense of community and protecting online reputation. Here are a few photos from the roundtable session.
Read more… …
Tags: John Falco, multifamily, NMHC, online reputation management, resident retention, resident satisfaction, resident survey
Each quarter, Kingsley Associates examines trends in office tenant perceptions across the U.S. With the end of Q4, we are able to look at some longer-term trends as well. One of those things that “everybody knows” intuitively is that building owners and managers have been increasingly focused on customer satisfaction and retention since the financial crisis of 2008. And, in fact, the Kingsley IndexSM bears this out.
Below is a chart displaying the annual trend in overall office tenant satisfaction since 2006. The “% satisfied” is the proportion of tenants offering a rating of 4 (“good”) or 5 (“excellent”).
This trend is not merely the result of an improving environment; rather, it is directly linked to the efforts of property managers to provide stronger customer service. Read more… …
Tags: office building, property management, real estate industry trends, tenant retention, tenant satisfaction, tenant survey
