When it comes to property management, keeping tenants happy is just as important as maintaining units filled. One of the simplest ways to check how tenants truly feel about your property and services is by using the Net Promoter Score (NPS).
NPS is a quick survey that asks tenants one powerful question:
“On a scale of 0 to 10, how likely are you to recommend living here to a friend or colleague?”
This single question gives you a clear picture of tenant satisfaction and loyalty.
Why NPS Works
Simple and fast: Tenants can respond in seconds, making them more likely to participate.
Clear insights: A high score means tenants are happy and likely to stay, while lower scores highlight areas that need attention.
Actionable feedback: Following up with a short “Why did you give that score?” question helps uncover specific issues or strengths.
Real-case Scenario: NPS in Action
Imagine this:
After a recent building-wide plumbing repair, the property manager’s assistant sends out an NPS survey.
Anna, a tenant, scores it a 9. She adds a note saying she appreciated how quickly the maintenance team responded and gave her updates. She’s a Promoter, and more likely to renew her lease.
John gives a 7. He was satisfied but mentioned the hallway was left messy after repairs. He’s a Passive—happy but not deeply loyal.
Lisa scores a 4. She explains that her request wasn’t handled for three days. She’s a Detractor, at risk of moving out unless action is taken.
By looking at these scores, the assistant knows what’s working (fast communication), what needs small fixes (cleanliness), and what requires urgent attention (delayed service).
Understanding the Scores
Promoters (9–10): Tenants who love living in your property. They are loyal and often recommend the place to others.
Passives (7–8): Tenants who are generally satisfied but could easily leave if they find a better option.
Detractors (0–6): Unhappy tenants. They might share negative experiences and are at risk of moving out.
How Property Manager Assistants Can Use NPS
Collect Responses Regularly: Send the survey every few months or after major events like maintenance projects or community activities.
Look for Patterns: Keep track of recurring issues. For example, if several tenants mention slow response times for maintenance, it shows a clear area for improvement.
Follow Up Personally: If a tenant gives a low score, check in with them. A quick call or note shows that their feedback matters and builds trust.
Celebrate Wins: Share positive feedback with your team and use it as encouragement. Recognizing what works well is just as important as fixing what does not.
Why NPS Matters for Tenant Loyalty
When tenants feel heard and see improvements based on their feedback, they are more likely to renew their leases and even recommend your property to others. For property manager assistants, using NPS is not just about collecting numbers—it’s about creating better communication, improving service, and making tenants feel valued.
The bottom line
NPS is a simple but powerful tool that helps you measure tenant loyalty and take meaningful steps to improve their experience.