Exactly how important is the move-in experience to a renter’s likelihood to renew a lease at an apartment community? To answer this question, one Kingsley Associates client surveyed residents across a number of communities at three different points in their leases: at move-in, at the midpoint of the lease, and just prior to lease expiration. The results of the case study depicted below underscore just how critical the move-in process can be.
Is it possible to “save” a resident even after a bad move-in experience? Of course – almost one in five such residents was ultimately satisfied and nearly a third chose to renew. But the task is much easier when life at a renter’s new home starts out on the right foot.