June 17, 2024

Welcome to People and Properties, the Cohen-Esrey newsletter where we celebrate the successes of our team members and keep you informed about what is happening in the Cohen-Esrey world. If you have something you would like to share or an achievement that you would like to celebrate, please send it to Lee Harris at lharris@cohenesrey.com. If you are on a property, please print and distribute this newsletter to each member of your property team. You can also find People and Properties on KnowledgeNet. Click here to view previous editions.

SPECIAL EDITION
Core Values and NPS

In this special edition, we will shine a spotlight on our core values and their profound impact on the way we strive for excellence. Our core values are at the heart of our operations and a very important component in our daily performance. These values not only guide our daily actions but also directly affect both our NPS and KPI’s.

By understanding how our core values intertwine with KPIs, we can see how integrity fosters trust, commitment ensures outstanding service, customer fulfillment delivers exceptional experiences, team member fulfillment enhances morale and productivity, and community impact creates a positive legacy. These elements collectively drive our NPS and overall performance, reflecting our dedication to excellence

We welcome the following new team members to Cohen-Esrey and the Nexus 5 Group.

AnLisa McClain - Park at Forest Hill, Memphis, TN - Assistant Property Manager
Marleina Brown- Park Edge, Lenexa, KS- Property Manager
Sharita Hayes- Robison Terrace, Texarkana, TX- Property Manager
Arianna Clayborn- Geneva Towers, Cedar Rapids, IA- Resident Services Assistant
Keshaun Bradley- Robison Terrace, Texarkana, TX- Make Ready Technician
Chanda Webb- Champion at Bluegrass, Lexington, KY- Property Manager
Sabrina Yates- Woolworth Estates, Omaha, NE- Property Manager
Johnny Hambrick- Hamptons at Eat Cobb, Marietta, GA- Groundskeeper

Integrity Spotlights

Blair Wells (Sundance Tonganoxie, Property Manager)

"Blair is a great example of integrity. We are so thankful to have her on our team. She will go above and beyond to receive answers even when she doesn't know them. She is great at outsourcing and helping all team members"

"Blair is a great example of integrity. I am so thankful for have her apart of my team. She will ask questions on my behalf and wont stop until she receives the answer. She shows true unity within our team"

Gavin Jones (Sundance Tonganoxie, Maintenance Technician)

"Gavin is a great example of integrity. He makes sure his work is done perfectly and when he is unsure she stops to asks questions. We are so thankful to have him on our team not just at his property but also at sister properties"

Alisha Brooks (Corporate, Regional Manager)

"Always gives 100% to her team amplifying the integrity of Cohen-Esrey. Very grateful to be a part of the CE team!"

Commitment Spotlights

Mike Eaglesson (Nexus 5, Field Technician- Level 2)

"Mike is a superintendent in the Nexus 5 Group Mechanical Division. He shows up everyday with a great attitude, he leads his team well, he is proactive and he communicates extremely well. He is an all-around great team member."

Chasity Green-Rand (Geneva Tower, Property Manager)

"Chasity has done an outstanding job filling in and helping with projects when asked, always having a positive attitude, and just being an all-around team player!"

"Chasity has really stepped up to fulfill duties within the Assistant Manager Role while working as a Leasing Agent. Effective 5/13/2024, Chasity was promoted to Assistant Property Manager of Geneva Towers! Congrats Chasity!!"

"Geneva Towers has been without a manager for a bit and Chasity has been holding everything together in the interim. Chasity is working hard to meet property goals and meeting training requirements! Great job, Chasity!!"

Nancy Lewis (Corporate, Property Accounting Assistant)

"Nancy ALWAYS answer my cries for help. Thank you so much for your patience and always making me feel valued! I told her that I would tell everyone that I know of the value that I hold for her. So, now everyone knows that you ROCK!!!!"

Tiffany Hollie (Greenwood Estates, Assistant Property Manager)

"Tiffany has worked tirelessly to ensure that past due recerts that fell off the voucher have been completed - Greenwood's May 2024 voucher was proof of all her hard work!! Great Job, Tiffany!!"

Customer Fulfillment Spotlights

Tom Hoelting (Nexus 5, Corporate Project Manager)

"Tom is a project manager for the Nexus 5 Group Construction Division. He just finished a project for Mekesson Medical Supplies. He went above and beyond providing a pizza party for the 100 team members, setting us up for the next project with this client. This Client was so thankful for the successful project along with the party. They have been raving about Tom’s Serve Well approach to this project."

Mark Denk (Andover Park, Maintenance Technician)

"Mark was great as always. He's very respectful, courteous and very professional. You have a great employee, thank you. Mark demonstrates a great level of customer service at his position of Maintenance Technician at Andover Park! We appreciate him!"

Samantha Jones (Lofts at the Grim, Property Manager)

"Samantha has been coming to help with the front office at Sunset Apartments and I so much appreciate her help and support it has been phenomenal!"

Nicholas Simmons (Andover Park, Assistant Property Manager)

"Andover Parks new APM has been a leasing NINJA since joining the CE team! Nick has not only showcased his hard work towards delinquency, he managed to capture 6 leases in one week. I'm so proud to have Nick on my Andover Park team #Dedication #Q2Star"

Team Member Fulfillment Spotlights

Michele Rollo-Burns (Corporate, Director of Revenue)

"Michele went above and beyond training me last week. Being new it was nice to have someone that I could reach out to at any time for help if needed. I want to send a big thank you for her assistance and support."

"Michele is a WONDER-WOMAN! She has helped me in more ways than one. She is always a smiling face and kind person when questions arise. Thank you, Michele, for every question I bring, always helping me find the solution :) #Teamwork"

Cynthia Cobbins (Justin Place, Property Manager)

"Even though you have been extremely busy at Justin Place, you have been such a tremendous mentor to me, and I really appreciate you pulling me under your wing to be as GREAT as you are! Thank you."

Brent Phillips (Corporate, Maintenance and Safety Director)

"Brent was an exceptional leader, and his professionalism represented the Cohen-Esrey team and its values to perfection. I am looking forward to working with Cohen-Esrey and thank you for the opportunity to work with employees like Brent!"

Anthoni Alexander (Justin Place, Maintenance Technician)

"I just wanted to thank you for always being available to help Alhaven when certain maintenance issues arise. You are so hardworking, and I appreciate when I go to JP you always have a smile on your face having a good time with staff and tenants. TY"

Shlonda Fields (Sunset Apartments, Property Manager)

"Shlonda is a tough cookie but for good reason! She does not let her property's day-to-day issues affect her attitude. The example she leads has shown me areas I can improve to be a better manager for my property and team. Thank you!!"

Community Impact

Community impact is a core value that drives us to build meaningful relationships and give back to our residents and the community. This reflects our dedication to enriching the communities and neighborhoods where we live and work. Here are some examples of events we have sponsored within our communities:

Freedom Place: Father’s Day and Flag Day Celebration

“We’re having a BBQ for all the Fathers while also honoring the flag. Freedom Place is an all-veteran property.” -Jamina Beal, Freedom Place, Property manager

Renaissance Plaza: Meals on Wheels, Veterans Breakfast

“Renaissance Plaza hosts Meals on Wheels, free hot lunches from Monday-Thursday. Residents of both Robison Terrace and Renaissance Plaza are invited. Residents stay for about 2 hours for a hot meal and socializing. About once a month we have bingo during Meals on Wheels. We are always looking for prize donations. Most prizes are only valued at $1 or $2.”
“The Veterans Breakfast is usually monthly. Representatives/Caseworks with VA hold a meeting for all veterans at Renaissance. They provide breakfast, support, and friendship. Usually about 10 veterans attend. Renaissance works closely with the caseworkers to find placements.” -Jennifer Hubbe, Renaissance Plaza, Property Manager

Rankin Mills: Eclipse Watch Party

“All the residents gathered around on the playground and our lawn in the back of the clubhouse, and I provided snacks!” -Alanna Johnson, Rankin Mills, property manager

Century II: Blood Pressure Clinic & Food Pantry Food Distribution

“We have Mercy Home Health Care come in and do free blood pressures for the tenants and is considered health education. The food distributions in bulk that we buy at a lower cost from the Local Food Bank. We hold the bulk distribution once a month and all residents that lives in the building are able to participate. We usually have about half of the building or more, participate.” -Denise Holliday, Century II, Property Manager

Oaks at Rosehill: TRIO Outreach

“Our local College comes out with their mobile bus. They help with Trade School Apps, Financial Aid, GED, Scholarships and Career Planning. They do it at least twice a year”

-Jessica Parker, Oaks at Rosehill, Property Manager

Tiger Island Senior Apartments: Behavioral Health Screenings and Vitals

“This was an all resident event. We invited residents to come to the common area to be screened by a local organization for behavioral health and cardiovascular assessments. This was free to each resident, and they left with a goodie bag if they participated. The organization providing the free screenings was Bayou Bend Health Systems.”

-Heather Giroir, Tiger Island, Property Manager

Feed Your Brain and Your Belly

By: Connie Riley, Senior Regional Vice-President, (2020)

Have you heard about our inaugural Maintenance Breakfast? Let us fill you in!

As many of our team members have been discussing ways to provide training and show appreciation for our hardworking maintenance teams, a group of us decided to take action.

Here's what we did:

We kicked things off with our "Feed Your Brain and Your Belly" Maintenance Appreciation Breakfast! This event was hosted at one of our local properties, Andover Park in Kansas City, Missouri on June 4th.

We rolled out the red carpet for our maintenance stars, serving them breakfast while encouraging interaction among team members. But we didn't stop there. We introduced a fun game that was a big hit, fostering camaraderie and allowing our maintenance team to connect with each other and get to know team members they may not have been familiar with before—a fantastic way to enhance team member fulfillment!

During breakfast, we collected all their name badges and entered them into a drawing to win some exciting prizes, including $25 Home Depot Gift Cards, $50 Door Dash Gift Cards, and four two-hour breaks without using PTO.

Our Regional Managers, along with other team members, shared some insightful analytics with the group, highlighting the outstanding work of our maintenance teams—ranging from the number of work orders completed in Q1 to those who have admirably managed properties solo while recruiting new team members, and NPS.

We had the pleasure of hosting 17 maintenance team members from 11 local properties, including groundskeepers, make-ready specialists, leads, and all positions in between! Andover Park, Brighton Creek, Perry 81, The Maxwell, Justin Place, Alhaven, Northwoods, Eileen’s Place, Jefferson on the Lake, Park Edge, and Carlyle!

Delon Mitchell, Francisco Gonzalez, Jim Kirby, Ryan Simmons, Phillip Smith, AJ Johnson, Cruz Ybarra, Alejandro Torres, Anthoni Alexander, Randen Woods, George Andreu, Nicolas Hernandez, Tracy Williams, Frederick Williams, Patrick Williams, Jesus Arredondo, and Andre Smith were in attendance.

Team members also were given a drawstring bag provided by Nexus 5. The bag consisted of a key chain, scraper tool, 11 in 1 screwdriver set (they loved this), and a pair of gloves.

As the event wrapped up, we asked attendees to complete a brief survey.

Here is what the survey asked and the results:

Rank the following training topics with your first, most important to least. (Plumbing, electrical, appliances, HVAC, Other (Please specify)

Results: #1 HVAC - #2 Appliance - #3 Plumbing - #4 Electrical Other - Carpentry

Would you want to attend a similar event like this in the future? Yes/No

Overwhelming and every response was – YES!

Please share any additional feedback in the space below.

The survey also yielded positive feedback, with comments such as "Thank you for the recognition" and "This was a great event; it was very fun!"

In summary, the "Maintenance Appreciation Breakfast" was a tremendous success for everyone involved—both attendees and hosts alike. We're committed to regularly organizing events like this to continue supporting and celebrating our maintenance teams. We also look forward to bringing this initiative to your area soon. Our appreciation for them knows no bounds, as we recognize their invaluable contributions each and every day.

Thank you to Connie Riley, Senior Regional Vice-President, (2020), Cassie Colston, Senior RM & Asst VP, (2004), James Huss, Regional Manager Market-Rate Properties, (2013), Amanda Zepeda, Regional Manager Market-Rate Properties, (2023), Brent Phillips, Maintenance and Safety Director, (2021), Marilee Scheid, Director of Learning and Development, (2019), Richard Williams, Renovation Director, (2020) Kristina Viera, Regional Vice President, (2017) Angie Bocquin, Regional Manager, (2024) and Morgan Gassert, Marketing and AD Specialist (2022) for their involvement in this event!

The Big Picture

By: Mark Fletcher, Chief Technology Officer, (2008)

Start with our Why:

For Cohen-Esrey, our "Why" is clear: "We empower people to thrive." This core belief is the foundation upon which all our actions are built. It defines our mission and sets the stage for everything we do, from strategic planning to daily interactions with residents and colleagues.

Our Core Values:

It is upon our “Why” that all our core values are founded. Fun Fact: the Core Values were developed by a cross functional group of Cohen-Esrey team members in 2013 including PMs, Accountants, RMs, Pam, and others who met over the course of 6 months. Those core values were then presented to CE leadership and unanimously adopted.

These Core Values are the principles that guide our behaviors and decision-making processes including Integrity, Commitment, Customer Fulfillment, Team Member Fulfillment, and Community Impact. Three of these values are People Values and two are Character Values. Our People Values highlight the kinds of folks that we want to empower. Our Character values highlight the principles of action that drive that empowerment.

Our Strategy:

Our Strategy is built upon our “Why” and our Core Values. Our strategy outlines WHAT we will do to achieve our “Why”. Our strategy is reflected in our KPIs.

These KPIs are not just metrics; they are a testament to our dedication to our "Why." Each indicator measures success not only in financial terms. Consider how our KPIs touch and empower people:

Our Tactics:

Our Tactics tell us HOW we will get the job done. The “How” is the job of every team at Cohen-Esrey including property teams and corporate teams, working together to impact each other, our customers, and our community for good. The OASYS outlines the Cohen-Esrey WAY with details on HOW to get the job done. When teams plan together, hold each other accountable, monitor our progress, and deliver on our promises, then miracles happen.

Our Results:

What are the results we are aiming for? The exact item we started out with: Empowering people to thrive. We can’t do that if our properties don’t perform. We can’t do that if our new developments don’t stay on budget and schedule. We can’t do that if we don’t focus on our team members, our customers, and our community. We definitely cannot do that unless we act in integrity and keep our commitments.

The best part of our Big Picture is how it is perfectly centered on PEOPLE. Our “Why” is all about people. Our Core Values are all about people. Our Strategy and KPIs are all about people. Our Tactics are all about teams of people working together.

Empowering people to thrive, is more than a guiding principle; it permeates every aspect of our operations. This holistic approach fosters thriving communities where both residents and team members are supported, valued, and empowered.

Let’s uphold these values. Let’s integrate our "Why" into everything we do. Yes, we will be met with challenges and road blocks. We will encounter negativity and barriers. We will have some pretty bad days. But, we will also see miracles happen all around us. We will turn properties around. We will build amazing places for people to live. We will create lasting friendships. We will knit neighbors and neighborhoods together. We will empower people to thrive.

How NPS is Calculated

By: Karen Crouch, Director of Customer Fulfillment, (2019)

In today’s competitive market, customers are the key to staying ahead, and in business. The Net Promoter Score (NPS) goes beyond metrics, offering deep insight into customer loyalty and fulfillment. By leveraging NPS, properties can transform feedback into actionable strategies, turning the most challenging circumstances into wins. Rediscover below how NPS works and the resources available within CE.

NPS at a Glance:

Promoters (9 or 10): These residents are highly satisfied and eager to continue their relationship with us.
- Strategy: Cultivate this segment by enhancing experiences and products that sustain their loyalty.
Passives/Neutrals (7 or 8): These residents are indifferent and susceptible to switching to competitors if we do not improve our offerings.
- Strategy: Engage this segment by increasing touchpoints, enhancing services, soliciting feedback, and developing strategies for targeted improvements.

Detractors (0 to 6): These residents are dissatisfied and are signaling for help with their issues.
- Strategy: Prioritize addressing this segment's concerns promptly. Ensure issue resolution is swift and follow up to confirm their satisfaction and demonstrate that their concerns are taken seriously.
Calculation: NPS is determined by subtracting the percentage of Detractors from the percentage of Promoters. In other words, the more fulfilled residents the higher the score.
- Scoring:
- -100 to -1: Indicates urgent need for operational strategy improvements to enhance resident satisfaction.
- 0 to 30: Considered "Good."
- 31 to 70: Considered "Excellent."
- 70 to 100: Considered "Exceptional."

How NPS Works within Cohen-Esrey:

Survey Timing: Surveys are ideally distributed at the three and nine-month marks of a resident's move-in or renewal.
Distribution Algorithm: Ensures surveys are evenly distributed each quarter to optimize team incentive potential related to NPS.
Survey Delivery: Surveys are dispatched every Monday from the survey@cecommunities.com email address. If the survey is not answered within 2 weeks of distribution, it will be sent one additional time to the resident.
Response Responsibility: Property teams must respond to each survey in a genuine and meaningful manner. Never ask the resident to reach out to you for a reply, they have already fulfilled their commitment.
Follow-Up for Low Scores: If a resident scores the property an 8 or below, property teams should reach out to understand the cause and address the concerns raised in their response.
Leaderboard Status: Achieving leaderboard status requires meeting the following criteria:
- Score of 0.01 or higher.
- 20 surveys in the 12-month queue.
- 90% property team response rate to surveys.
- 50% or more resident emails in OneSite.
- 5% or more resident survey completion rate.

Quarterly Incentive Payouts: Follow the same criteria, except only 5 surveys are required instead of 20.
Reports Tab in NPS: Offers various insights to help teams analyze successes, identify potential improvements, and maintain administrative transparency:
- Comment Log: Filters all resident comments received in a quarterly snapshot.
- Email Validity: Audits resident emails for accuracy and completeness.
- Individual Responses: Displays all surveys collected over the past 12 months.
- Invite History: Tracks which residents have received and responded to surveys.
- Performance – Prospect: Provides a snapshot of prospect-level leasing perceptions.
- Performance – Resident: Compiles operational perceptions to help teams assess and create strategies for leveraging successes and addressing lower-scoring areas.
- Quarterly Analysis: Details requirement analysis, weekly survey response analysis, score trends, and a repository of all quarterly surveys.
- Trends: Shows NPS trends over the past 12 months to identify shifts in overall scores.

Bi-Weekly Team Meetings: Teams should meet bi-weekly to review NPS scores, celebrate successes, and devise plans to address resident concerns.

With just a click, you can access valuable insights into your residents' preferences, property successes, and areas needing improvement. Focusing on NPS empowers properties to enhance resident retention and achieve sustainable success.

How to Achieve Excellent Results

By: Connie Riley, Senior Regional Vice-President, (2020)

Let’s delve into Net Promoter Score (NPS).

Regularly scrutinizing and analyzing the Market Portfolio’s NPS has revealed that our top-performing properties share certain practices that contribute to their success.

Currently, the Market Portfolio boasts 47% of properties on the Leaderboard, with half of them maintaining this position for 12 consecutive months. So, what's their secret? Let’s delve into some of the revealing practices that have yielded proven results.

The most common factor, when sitting down with our Property Managers, revolves around fostering a true sense of teamwork.

• Every day is treated as an owner/visit day – meaning we should always be prepared. Our residents deserve nothing less.

• Holding team meetings regularly, be it weekly or daily, to ensure alignment with daily goals.

• Committing to each other as a team, regardless of the task or request. Find team members that truly care and are passionate about what they do and how they can contribute.

• Some PMs personally call every resident after completion of work orders, providing that personal touch. If not the PM, any team member can do this, with the proper coaching.

• Checking in with residents to ensure satisfaction with completed work orders and asking if there is any additional need.

• Over-communicating – whether it's conveying positive news or communicating delays, information is power and reduces resident frustration.

• Following up with residents one week after move-in to ensure they're settled and comfortable, welcoming them once again.

• Escorting residents to their new homes instead of simply handing them keys.

• Demonstrating a sense of pride and commitment by engaging in unexpected tasks around the property, such as weeding, planting flowers, or cleaning glass doors.

• Avoiding over-promising and under-delivering.

Use your resources if you are stuck! Karen Crouch – Director of Customer Fulfillment is (in my opinion) the expert on how to improve not just NPS but the customer experience. Have you ever talked with her…. her passion – WOW!

In essence, the journey to achieving top NPS performance begins with the initial contact followed through the entire journey and resident experience – how we answer the phone, greet residents, and make them feel welcome. It’s about being present, attentive, and responsive, addressing concerns with a smile, and maintaining clean curb appeal.

Early in my property management career, I learned and continue to emphasize that simple tasks like picking up trash, cleaning curbs, and ensuring readiness for the day don’t cost much; they're a reflection of effort, commitment, pride, and love for what we do. Residents notice these efforts, reinforcing the notion that "It Starts With You" – it's all about people.

How to Achieve Excellent Results (Affordable)

By: Kristina Viera, Regional Vice-President

How are NPS performing properties able to produce such excellent results?

Your approach to improving NPS (Net Promoter Score) at Properties that have increased or maintained a high NPS score is commendable! Let's break down why these strategies can lead to excellent results:

1. Cultivating Positive Emotions: Fostering an environment of joy and gratitude among residents is key. When residents feel appreciated and respected, they are more likely to have positive experiences and provide higher NPS scores.

2. Prioritizing Resident Needs: By placing residents' needs first, you demonstrate a commitment to their satisfaction and well-being, which can significantly impact their perception of the property.

3. Effective Communication and Follow-up: Regular communication with residents, whether it's through phone calls, emails, or in-person interactions, helps build rapport and trust. Following up on service requests and ensuring their satisfaction reinforces the idea that their feedback is valued.

4. Proactive Approach: Proactively reaching out to residents after service requests not only ensures their satisfaction but also provides an opportunity to address any concerns before they escalate. Informing residents about the upcoming survey and explaining its purpose shows transparency and encourages participation.

5. Utilizing Technology: Leveraging tools like calendar reminders and email tracking helps ensure that surveys are being sent and followed up on in a timely manner. Verifying email addresses and providing clear instructions on how to complete the survey can improve response rates.

6. Continuous Improvement: By actively seeking feedback and suggestions for property improvements, you demonstrate a commitment to excellence and a willingness to adapt to residents' needs.

7. Above and Beyond: Brent Phillips meets with property teams and they come up with a list of five things that they get the most calls for. They then take that list and begin their "above and beyond" inspections. This consists of a visual inspection of the five items discussed. If it's an easy fix, they'll get it taken care of right away, if it's a more time consuming fix, they will touch base with the resident and let them know they will create a new ticket for that issue. This proactive approach helps maintenance teams stay on top of things before they get bad or before residents realize there is a problem.

Overall, your proactive approach to enhancing NPS scores demonstrates a strong dedication to resident satisfaction and continuous improvement. Keep up the excellent work!

How to Respond to Resident Survey’s

By: Noelle Wilson, RealPage/Customer Fulfillment Specialist, (2022)

Net Promoter Score (NPS) surveys are a popular tool for gauging customer satisfaction and loyalty. A simple yet powerful metric, they offer valuable insight into resident sentiments, highlighting both strengths and areas for improvement, and helping us understand how our residents perceive us and why. Responding to NPS surveys is essential, as it demonstrates a commitment to listening to our residents, valuing their feedback, and taking actionable steps to address their concerns or suggestions. This responsiveness can foster stronger relationships with our residents, improve brand reputation, and ultimately drive business growth.

A skillfully managed survey response can effectively address concerns, offer solutions, demonstrate a commitment to improvement, and ensure that residents feel heard, fostering a sense of trust between residents and the property team, and potentially converting passives and detractors into promoters. Common methods for responding to surveys and reviews include Starbuck’s LATTE (Listen, Acknowledge, Thank, Take action, Encourage), Marriott’s LEARN (Listen, Empathize, Apologize, React/Respond, Notify/Now), and the HEART method (Hear, Empathize, Apologize, Respond, Take action), used by The Broadmoor, a triple five-star resort in Colorado Springs.

Here are some best practices for responding your residents’ NPS surveys:

ALWAYS:

Respond promptly.
Thank residents for their feedback, showing appreciation for their time and input.
Personalize your responses based on individual scores and comments.
Maintain a personal, professional, sincere and empathetic tone.

PROMOTERS (9-10):

Express gratitude for taking the time to complete the survey.
Acknowledge compliments or positive feedback.
Inquire if there are further ways to enhance their experience.
Encourage leaving positive reviews on platforms like Google or Facebook.

PASSIVE (7-8):

While passives may seem neutral, it’s possible that they are not motivated enough to let us know their concerns or let us know how wonderful we’ve been doing. Following up can provide more opportunity for feedback.
Express gratitude for taking the time to complete the survey.
If no feedback is provided, express gratitude and express interest in further dialogue.
If feedback is given, address both positive and negative points, and offering next steps for improvement.
Reach out to resident to follow up. Do not ask them to follow up if they cite an issue. They have done their part and now it is the property team’s responsibility to communicate and get action behind the issue.

DETRACTORS (6 and under):

Express gratitude for taking the time to complete the survey.
Empathize with their concerns, acknowledge any problems, and address any misunderstandings that may have occurred.
Ask probing questions to understand the root causes of the issues.
Apologize sincerely, even if unsure of fault, to convey empathy.
Outline plans to address their concerns and follow through accordingly.
Reach out to resident to follow up. Do not ask them to follow up if they cite an issue. They have done their part and now it is the property team’s responsibility to communicate and get action behind the issue.

NPS Leaderboards

The three NPS Leaderboards have been updated as of June 14, 2024. In the 50-Units or Less category Rankin Mills (Boonville, MO) holds the lead with the highest score of +86.67. In the Properties 51 to 120-Units category, Justin Place (Kansas City, MO) is in first place with an NPS of +92.59. And in the Properties of More than 120-Units category, The Boulevard (Springfield, IL), continues its first place standing with an NPS of +98.44. There are 21 properties on Leaderboards. and there are now only two properties on Leaderboards with an NPS of +90 or higher. They include Justin Place and The Boulevard. The overall NPS has dropped to +13, and the Nexus 5 Group continues to hold steady at +88.