The only time you might need to survey more frequently is to conduct a follow-up survey on a property that received a poor score and has been working to improve. Responding to Results After completing your surveys and tabulating and analyzing results, you are ready to take action on aspects of management performance that need improvement. Begin by developing a priority list of tenant concerns and areas in which performance does not meet best practices. Set specific goals for each area, and assign these goals to designated groups of employees. Set deadlines for achieving goals, and most importantly, tie these goals to employees' performance evaluations.
Letters provide an excellent way to reconnect with tenants who are disgruntled.
If a problem cannot be resolved immediately, notify tenants of when results can be achieved. If a problem cannot be fixed, let tenants know why. This response is far better than giving tenants the feeling that they are being ignored. A perception that management is concerned about the situation will go a long way to building long-lasting tenant retention. Most importantly, do not be defensive in evaluating tenant responses.