Resident Surveys

Increase resident satisfaction and build brand loyalty

Resident Surveys

Kingsley Associates’ resident survey programs can help you identify what matters most to your residents. Our response rates are the highest in the industry, and we make it easy for residents to respond with our user-friendly web surveys that are easily accessible via computers, tablets, and mobile devices.

Our programs provide the relevant data and analysis necessary to help your firm:

Resident survey and resident retention graphic

In addition to our comprehensive resident survey solutions, we offer additional components such as:

  • Online reputation management
  • Action planning
  • Focused multi-level reporting (e.g., regional and portfolio levels)

Ongoing Resident Surveys

Measuring and benchmarking satisfaction throughout the resident lifecycle is a vital step in optimizing retention. Kingsley Associates’ Comprehensive Ongoing Resident Evaluation (CORE) program is designed to evaluate the perceptions of residents and prospects by gauging areas such as:

  • Overall satisfaction as a resident or prospect
  • Perceptions of community features
  • Satisfaction with management, leasing, and maintenance service levels
  • Evaluation of the leasing, move-in, and/or move-out processes
  • Current needs and priorities of residents
  • Renewal intent
  • Likelihood of community recommendation

Kingsley CORE clients have the ability to select from the following resident surveys: prospect survey, move-in survey, sampling survey, work order survey, pre-renewal survey, post-renewal survey, and move-out survey.

Ongoing resident surveys to increase resident satisfaction graphic

Detailed Reporting

Throughout the survey program, the Kingsley Portal provides clients with access to real time response rates and survey results. At the conclusion of the survey, we provide detailed reports and analysis identifying each of the following items:

  • Key Performance Indicator (KPI) dashboards summarizing performance in the areas most directly influencing resident satisfaction and retention
  • Action planning sections identifying areas that are driving resident satisfaction
  • Verbatim comments from residents related to their experiences that enable follow-up opportunities for community managers to improve the assets for which they are responsible
  • Question-by-question comparisons of the results to the Kingsley IndexSM competitive benchmark

Annual Resident Surveys

Kingsley Associates’ annual resident survey programs offer tools to improve resident satisfaction and portfolio performance. Our annual resident survey program measures service delivery, leasing processes, and community operations to indicate clear roadmaps for increased resident satisfaction and loyalty. Kingsley Associates’ annual resident survey program can help you:

  • Increase portfolio occupancy
  • Increase resident satisfaction
  • Decrease resident turnover
  • Enhance competitive positioning
  • Standardize personnel and service performance
  • Improve marketing and leasing efforts
  • Prioritize capital expenditures and improvement areas

Detailed Reporting

Throughout the survey program, the Kingsley Portal provides clients with access to real time response rates and survey results. At the conclusion of the survey, we provide detailed reports and analysis identifying each of the following items:

  • Key Performance Indicator (KPI) dashboards summarizing performance in the areas most directly influencing resident satisfaction and retention
  • Action planning sections identifying areas that are driving resident satisfaction
  • Verbatim comments from residents related to their experiences that enable follow-up opportunities for community managers to improve the assets for which they are responsible
  • Question-by-question comparisons of the results to the Kingsley IndexSM competitive benchmark

Smaller Portfolios

Want to assess a single community or a small portfolio?

Assessing the Customer Experience (ACE) is a satisfaction survey program designed specifically to accommodate single assets and smaller portfolios at a cost-effective price point. The ACE program is available for participation in each quarter throughout the year.

Student Housing

Kingsley Associates recognizes the unique nature of student housing communities and customizes our programs accordingly. To help ensure your student housing investment is meeting market standards, Kingsley Associates offers specialized surveys to help you stay on top of student housing needs. Our student housing surveys will help you identify what amenities and services matter most, allowing you to maximize returns on your assets.

Our student housing surveys will enable you to:

  • Improve student satisfaction and retention
  • Identify key action areas
  • Develop and monitor quality improvement initiatives
  • Prioritize resource allocation

Detailed Reporting

Throughout the survey program, the Kingsley Portal provides clients with access to real time response rates and survey results. At the conclusion of the survey, we provide detailed reports and analysis identifying each of the following items:

  • Key Performance Indicator (KPI) dashboards summarizing performance in the areas most directly influencing resident satisfaction and retention
  • Action planning sections identifying areas that are driving resident satisfaction
  • Verbatim comments from residents related to their experiences that enable follow-up opportunities for community managers to improve the assets for which they are responsible
  • Question-by-question comparisons of the results to the Kingsley IndexSM competitive benchmark

Senior Housing

Achieving a competitive advantage in today’s assisted living industry requires a thorough understanding of customer priorities and a superior community experience. Independent living, assisted living, and skilled nursing communities require specific survey strategies to accurately measure resident needs and satisfaction levels.

Our customized senior housing survey programs enable clients to objectively measure resident and family member feedback, providing a focused and actionable snapshot of customer satisfaction. Kingsley Associates’ senior housing survey can help you:

  • Improve resident satisfaction and retention
  • Enhance quality of care
  • Evaluate service providers and personnel
  • Monitor and advance quality improvement initiatives
  • Prioritize resource allocation

Detailed Reporting

Throughout the survey program, the Kingsley Portal provides clients with access to real time response rates and survey results. At the conclusion of the survey, we provide detailed reports and analysis identifying each of the following items:

  • Key Performance Indicator (KPI) dashboards summarizing performance in the areas most directly influencing resident satisfaction and retention
  • Action planning sections identifying areas that are driving resident satisfaction
  • Verbatim comments from residents related to their experiences that enable follow-up opportunities for community managers to improve the assets for which they are responsible
  • Question-by-question comparisons of the results to the Kingsley IndexSM competitive benchmark

Online Reputation Management

Our business is built on the premise that customer feedback is beneficial for everyone involved: better information leads to improved product quality and service delivery. For apartment searchers, it can also lead to a more educated rental decision.

Today’s consumer marketplace offers no shortage of readily accessible user feedback. Web-based technology and business / social networking applications have made it easier than ever to share feedback on experiences. In addition to our comprehensive resident solutions, Kingsley Associates provides customized online reputation management tools to feed survey data to social media and apartment review websites, including the following:

Kingsley Associates online reputation management modules

Kingsley Associates’ white paper published in collaboration with Apartment Guide (Highly Recommended: The Influence and Impact of Online Ratings and Reviews on Apartment Searcherscollected data on all aspects of ratings and reviews as it pertains to a customer’s search for a new apartment. The study examined conversion influence, the posting of online ratings and reviews, and the propensity for apartment seekers to rely on ratings and reviews during future apartment searches.

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