Resident Experience Score
84/ 100
+3 points from 81
Summit Property Management
Resident experience at a glance
824 occupied units and 86 completed resident surveys across four properties.
Rolling 90 days through June 30
Renewal Intent
78%
+4 points from 74%
Probably or definitely renew among valid responses
Residents At Risk
7
Follow-Up Needed
5
Issue reported or contact requested
Surveys Completed
86
Rolling 90 days
Rolling 90-day score
+6 since January
Resident Experience Trend
Experience drivers
What shapes the score
Staff Professionalism92
+2
Property Condition87
+1
Maintenance Quality84
+4
Communication78
-1
Maintenance Response74
-3
Primary opportunityMaintenance Response
Repair quality remains positive, but response time declined during the past 90 days.
Property comparison
Performance across the portfolio
| Property | Experience Score | Renewal Intent | Follow-Up | Status |
|---|---|---|---|---|
| Cedar Ridge228 units | 91 | 88% | 0 | Strong |
| Willow Creek214 units | 86 | 82% | 1 | Stable |
| River Park246 units | 81 | 75% | 1 | Watch |
| Oak Terrace224 units | 74 | 61% | 3 |
Management priority queue
3 actionsWhat to fix next
No management priorities are currently queued for this property.
Service recovery
Flagged resident status
7Flagged
5Contacted
3Resolved
4Still Open
Property comparison
Find where experience differs
Compare resident sentiment, renewal intent, and follow-up demand by property.
88% renewal intent / 0 follow-ups
82% renewal intent / 1 follow-up
75% renewal intent / 1 follow-up
61% renewal intent / 3 follow-ups
Property requiring attention
Priority reviewOak Terrace
17 ptsbelow portfolio renewal intent
Three residents require follow-up. Two reported unresolved maintenance or communication concerns.
Primary concerns
Maintenance response time14 mentions
Office communication9 mentions
Parking7 mentions
Repeat maintenance requests4 mentions
Closed-loop feedback
Turn resident warnings into documented action
Route serious concerns to an owner, track management contact, record the resolution, and verify the outcome with the resident.
Early warning system for resident churn
01FlaggedSurvey trigger
02RoutedOwner assigned
03ContactedResident reached
04ResolvedAction recorded
05VerifiedResident confirms
Priority case queue
4 openResident issues requiring action
No cases match the current property, priority, and search filters.
Urgent service recovery
Routed
Oak Terrace / Unit 214
Case REC-2406-014IssueRepeated unresolved bathroom leak
SentimentHighly negative
Renewal intentDefinitely Not
Assigned ownerAlex Moreno / Regional Manager
“Someone has looked at the bathroom leak twice, but it still isn’t fixed. I’m tired of calling about it.”
Recommended next actionDispatch a senior technician, confirm the repair, and follow up with the resident within 48 hours.
Survey response flaggedJune 18 / 10:42 AM
Sent to regional managerJune 18 / 10:44 AM
Resident contact pendingDue June 19 / 5:00 PM
Outcome reporting
Rolling reportNext month’s service-recovery report
7Serious issues identified
5Residents contacted
3Issues resolved
4Outstanding
Management can see not only what residents reported, but which interventions were completed, which remain open, and where risk continues to accumulate.
Feedback themes
What residents are telling you
Aggregate recurring concerns and the parts of the experience residents value most.
Common negative themes
39 mentionsWhere friction is building
Maintenance Response14
Office Communication9
Parking7
Noise5
Repeat Repairs4
Common positive themes
71 mentionsWhat residents appreciate
Friendly Staff24
Maintenance Professionalism18
Property Cleanliness16
Location13
Renewal-risk signals
Directional evidenceIssues associated with lower renewal intent
| Resident-reported issue | Residents mentioning | Likely to renew | Difference from portfolio | Management response |
|---|---|---|---|---|
| Unresolved maintenance | 9 | 44% | -34 pts | Clear unresolved backlog |
| Communication delays | 7 | 57% | -21 pts | Set response-time standard |
| Parking concerns | 6 | 67% | -11 pts | Publish property-specific plan |
| No unresolved issue | 41 | 90% | +12 pts | Maintain service consistency |
These sample associations show where management should investigate first. They do not establish that an issue caused a resident’s renewal decision.
Recent open-ended feedback
Comments in residents’ own words
Six-month view
Track whether experience is improving
Use repeated monthly pulses to distinguish movement from one-time noise.
Resident Experience Score
January through June
PortfolioTarget
Survey operations
Survey Activity
Monitor sampling, contact, completion, and interview performance.
Outreach funnel
From sample to completed survey
207Contact attempts
108Residents contacted
86Completed surveys
The 80% completion rate among contacted residents indicates the short format is working as intended.
Monthly Pulse v1.0
Resident Experience Survey
Interactive preview / target duration 3-4 minutes