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Canadian Resident Satisfaction Study

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As the demands of residents of rental properties in Canada continue to evolve, it is imperative that property managers remain familiar with their residents’ needs, expectations, and preferences, as well as industry trends. Companies that focus on the importance of the resident experience are better positioned to drive continuous performance improvement initiatives that increase overall satisfaction, loyalty, and advocacy, as well as to reduce turnover costs.

The Solution

The J.D. Power Canadian Resident Satisfaction StudySM measures key drivers of residents’ satisfaction with their property management company. The study examines the entire experience—from the search for a rental suite to residents’ experiences and interactions with their property management staff to the lease renewal process. Components of the study include an evaluation of the application/move-in process and building and suite quality, as well as an in-depth examination of staff performance.

Study findings may be used to:

  • Measure critical components that drive overall satisfaction among residents of rental properties
  • Identify property management companies’ strengths and weaknesses in comparison to industry benchmarks
  • Align strategic planning and improvement initiatives with residents’ core desires and needs

The Benefits

Study subscription will provide access to the tools needed to gain a comprehensive, in-depth understanding of your performance at the portfolio and property level.

Deliverables include:

  • A comprehensive report for each building to help diagnose property-specific satisfaction / process issues and uncover potential improvement opportunities
  • Access to competitive benchmarks, allowing a comparison of your company’s performance against select competitors, an industry aggregate, market averages and the highest performers
  • A customer comment file that provides direct feedback from your residents
  • An on-site presentation that provides insights into key industry trends and study findings to assist your company in maximizing performance results by prioritizing actions / initiatives and addressing inconsistencies