Resident Survey

Glossary

A resident survey collects feedback on the living experience so teams can improve service, maintenance, communication, and retention.

Definition

A resident survey is a short questionnaire used by multifamily teams to collect feedback about the resident living experience. It can ask about maintenance, communication, amenities, safety, value, overall satisfaction, and renewal intent. Surveys may be sent annually, but they are often more actionable when tied to key moments such as move-in, completed service requests, lease renewal, or move-out.

Example

After a resident’s maintenance request is completed, the property team sends a two-question survey asking the resident to rate the repair experience and explain anything that could have gone better. The operations team reviews low scores weekly to identify recurring issues, such as slow follow-up or incomplete fixes.

Why It Matters?

Resident surveys help operations leaders turn resident experience into usable data. They can reveal service gaps, support benchmarking across communities, and help teams prioritize improvements that affect satisfaction and renewals.

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