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Multifamily living has become increasingly popular over the years, with more and more people choosing apartment living over homeownership. In fact, according to the National Multifamily Housing Council, there are approximately 39 million Americans who live in apartments.
With the growing demand for multifamily living, property managers must prioritize the resident experience to ensure their properties remain competitive. One effective way to do this is using the Voice of the Customer (VOC) to inform decision-making.
The Voice of the Customer is a powerful tool that allows property managers to collect customer feedback and gain insights into the resident experience. Using VOC, property managers can identify areas of improvement, make informed decisions, and ultimately enhance the overall resident experience.
One of the most significant advantages of using the VOC is that it enables property managers to identify specific pain points that residents may be experiencing. For example, property managers can use this feedback to implement noise-reducing measures if residents consistently complain about noise levels. By addressing these concerns, property managers can create a more comfortable living environment for their residents.
Moreover, using the VOC can also help property managers make informed decisions about amenities and services. Property managers can allocate resources and make informed decisions about future investments by gathering feedback on the amenities and services that residents enjoy and use the most. This ensures that residents are happy with the amenities and services provided and helps property managers make the most of their budget.
In addition to improving the resident experience, using the VOC can positively impact the bottom line. Property managers can reduce resident turnover and increase satisfaction by addressing specific pain points and enhancing the overall resident experience.
This, in turn, can lead to positive reviews and word-of-mouth referrals, which can ultimately help attract new residents.