Tech & Customer Experience in Multifamily
This session offers a look at applying customer experience and customer satisfaction research tools to tech in the multifamily rental space. We’ll look at questions like:
- What does the customer lifecycle with tech look like for residents from online shopping to tech aided tours to initial apartment and shared space connections and activation to tech operation and community apps? How do we make it cool and seamless and comfortable? How do we measure our performance?
- How can we measure tech contributions to net promoter scores and customer ratings? How do we get specific comments and sell points on expressed in ratings?
- How do we understand the relative importance of tech in ratings and NPS vs. other unit and community features to keep tech in perspective?