Quick Answers to Common Questions
Below are some frequently asked questions. Click on the question to see the answer. Have more questions? We'd love to hear from you and promise a quick response. Submit a question.
Q: Is there a size limit for a building?
A: We target buildings of at least 50 apartments, but have no upper limit per building. If your building is smaller than 50 units and you’re interested in our program, please contact us to see what is possible.
Q: I manage more than one building. Can I use this program for multiple buildings?
A: Yes. Many owners prefer to use us in multiple buildings to increase the administrative efficiency when working with us. Also, by using us in multiple buildings, you will have a common format for comparing and trending the results.
Q: Do you recommend only doing the annual survey?
A: The survey package should depend on your needs. The event-based surveys provide more immediate and continuous feedback so that managers can address issues quickly and positively impact satisfaction and retention. However, the annual survey is our most detailed assessment of a building’s resident satisfaction on a huge number of issues, so managers like the value of a “deep-dive” assessment. Some buildings send out our annual survey two or three times a year for more timely feedback.
Q: Do you recommend only doing the event-based surveys?
A: We help you assess the best package for your building. The event-based surveys provide more immediate and continuous feedback so that managers can address issues quickly and positively impact satisfaction and retention. However, the annual survey is our most detailed assessment of a building’s resident satisfaction on a huge number of issues, so managers like the value of a “deep-dive” assessment. Some buildings send out our annual survey two or three times a year for more timely feedback.
Q: Do you have a survey that I can send to all of my residents more than once a year? Why or why not?
A: Even though our most comprehensive survey is called the "annual survey," it can be sent to residents more than once a year. Some of our properties send the annual survey two or three times a year, so they can stay current with residents and compare changes.
Q: How does the award program work?
A: When a building scores in the top 20 percent of overall customer satisfaction, based on its own merits and not compared to any other building, the building receives our “ResidentRated Top Resident Satisfaction” award. We will provide you with the award and let you use this designation at no additional cost on printed and electronic formats, whether they be email signatures or on letterhead. We also sell award plaques, window clings and other award pieces if you qualify for the award.
Q: How do you determine pricing?
A: Our pricing is based on the package you select (see the package sections under both Multi-Family and Senior Satisfaction Surveys) and the number of housing units in your building. Our pricing is straightforward. Unlike some competitors, we don’t up-charge, insist on a minimum charge or assess a one-time set up charge. Please call us for pricing.
Q: How long have you been in the rating business?
A: ResidentRated is a relatively new resident satisfaction program, but we were established by one of the oldest, and certainly the largest independent customer satisfaction rating company in the United States. This company, Five Star Professional, has been ranking real estate, mortgage, financial services and other professionals based on customer satisfaction (and other measures) since 2001.
Q: How are you different from the competition?
A: ResidentRated differs from other resident satisfaction survey programs in many ways. We are both more flexible and lower-priced. Some competitors charge for (or may not allow) customized questions. We offer 3 per building on the annual survey, at no additional cost. Some competitors only do email surveys. We do email and mail surveys, so that we can accommodate residents (or family members) who do not use computers. Some competitors have minimum set-up charges. We do not. Some competitors have set schedules for their annual surveys. We are flexible based on your preference for the best time in market. Some competitors charge for their award program. We do not. Some competitor surveys are either too short (not measuring enough of the resident’s experience) or too long (asking far too detailed questions). Our surveys are comprehensive, but not so long that residents won’t take the time to complete them.
Q: What response rates can I expect?
A: Response rates depend on several factors: the trust of residents that management will act on results, the age of residents (older residents tend to have higher response rates), the length of the survey, the type of survey, and the delivery method of the survey. Our highest response rates are for our annual survey, where we ask management to send out additional reminders for residents to complete the survey. Response rates typically range from 40% to 90%.
Q: What if I don’t want to survey a particular resident?
A: We encourage you to survey all residents to gain a fair picture of resident satisfaction. However, there may be circumstances where you do not want to survey particular residents. This is your resident satisfaction survey program, and you make the ultimate decision on who is surveyed.
Q: What if I want to send a specific survey to one particular resident?
A: Our goal is to send these surveys to any resident you think should get them.
Q: Is there a limit of the number of residents I can send surveys to?
A: We typically survey one person per unit. If you want to survey multiple people in any given unit, we can make that adjustment.
Q: What sort of benchmarking will I see?
A: ResidentRated will provide you with two types of benchmarking information. The first measures how you compare year-over-year in the same building, or between your buildings. The second is a comparison between your satisfaction survey scores and the scores of all other similar buildings in your metropolitan area.
Q: Can my team members access the dashboard too?
A: Yes, you can assign other members of your team to have access to the ResidentRated survey dashboard, which is available on your ResidentRated portal. You can add or remove members of your team at any time.
Q: How do you survey memory care residents? (Senior housing)
A: Each memory care resident usually has a family member designated as a primary contact for interacting with the building management. We send our surveys to that family member, who answers on behalf of the memory care resident.
Q: Can you survey senior housing residents’ families?
A: We depend on the senior housing manager to identify if a resident is able to complete the survey, or if the survey should be completed by a family member, or both. We also ask if the resident or family member prefers email communication or a letter with a survey that is completed on paper and returned to us. This information is captured when we collect resident information during the account set up.
Q: Do you survey nursing home residents?
A: Yes, we survey nursing home residents or their guardians on the topic of resident satisfaction. We also survey transitional care residents or their families. ResidentRated does not provide documentation requested by Centers for Medicare & Medicaid Services, which have stringent reporting requirements and survey protocols.
Q: How do we know if we are interpreting the survey results correctly?
A: ResidentRated consultants are available to present survey findings to your management team, and to share best-practices and process improvements related to the survey results to better resident experiences in your building.