What is Resident Experience Management?
“Resident Experience Management is the manner in which all resident touchpoints can be improved in order to deliver remarkable community living experiences. It goes beyond the feel-good aspects of a community to encompass how renters interact with staff and conduct apartment-related tasks like paying rent, granting access to visitors, and reserving amenities.”
Why did we conduct this research?
This is the multifamily industry's first report on Resident Experience Management. “Resident experience” has gone from being a buzzword in the multifamily industry to a significant area of focus for apartment operators. But multifamily companies have differing ideas on what it means, and how to deliver living experiences that retain residents. Because there are so many differing opinions on what comprises an ideal resident experience, we partnered with a third-party research firm to survey multifamily professionals about the topic.
This report analyzes those findings and offers recommendations for providing a stand out resident experience. It will be updated annually, to provide timely analysis and narrative around the impact of resident experience management on resident acquisition and retention.