With the focus on 2021 being the customer experience, we have deployed several customer surveys to gather feedback from customers throughout their life cycle with Rent Ready.
First 30 Days
After the customer is successful launched and officially in 'Stage 6', we do a check-in with the customer in week 4/30 days. This check-in is triggered by an automatic alert to Heather Scott who will call and collect information - this information will be documented on the Timeline for that account.
90 Day Transition
After 'Stage 6' (first 60 days of a relationship), we'll do a non-verbal check-in with customers to check their satisfaction thus far. This emailed survey will go current accounts once their days active is 90 days and be sent to both the property and maintenance manager associated to the property. Questions:
1) How would you rate your experience with Rent Ready so far overall? (1 being terrible and 10 being great)
2) How has the quality of services been? (1 being terrible and 10 being great)
3) How is your relationship with your PSM? (1 being terrible and 10 being great)
4) Would you refer Rent Ready to industry contacts?
5) Any feedback you'd like to share with Rent Ready?
On a quarterly basis, we will checkin with customers to see how their relationship is going with their contacts at Rent Ready as well as the quality of work they are receiving. Questions include:
1) How would you rate the quality of services that have been performed onsite overall? (1 being terrible and 10 being great)
2) How would you rate your working relationship with your Partner Success Manager? (1 being terrible and 10 being great)
3) Any feedback you’d like to share with Rent Ready?