Ellis Resident Surveys are loyalty-focused, as opposed to many other survey providers who measure customer satisfaction scores. Ellis' philosophy, based on Net Promoter theory, is that customer loyalty is the ultimate measure of customer relationship success and loyalty is built through the customer experience onsite teams consistently provide. Loyal, rather than merely satisfied, customers will pay more, stay longer, and refer friends and family.
Ellis congratulates the 99 properties below for earning the 2017 Ellis Customer Experience Best in Class Award for Resident Surveys based on their outstanding Customer Experience performance. These properties not only achieved an average loyalty score of 90% but they responded to 95% of the resident surveys received, compared to 83% response rates in 2016 and 78% in 2015. These properties also responded to residents within an average of 3.75 days, more than 2.5 days faster than other properties. By responding to the resident more frequently and faster, Best In Class properties found themselves building trust and relationships with their residents resulting in a 16% higher likelihood to renew than their peers.
Ellis also recognizes the following companies whose properties earned this prestigious award for 2017:
Affinity Property Management | Carlisle Property Management | CWS Apartment Homes | Fore Property Company | Guardian Management, LLC | JMG Realty | Landmark Communities | Lincoln Property Company | LMC, a Lennar Company | Lincoln Property Company | Mack Urban Communities | Manco Abbott | MG Properties Group | Olympus Property | Pinnacle | Provence Real Estate | R&V Management | Simpson Property Group | Steadfast Management | TM Realty
To be eligible to compete for the 2017 Ellis Customer Experience Best in Class Award for Resident Surveys, the property must have been on the Ellis Resident Surveys Program for the last 9 months and have 20 or more completed surveys.
2017 Ellis Customer Experience Best in Class Award Properties
(Listed by Management Company Alphabetical Order)
Best In Class Winners - Four Years
Marquis at Bellaire Ranch - CWS Apartment Homes, LLC
Marquis of Carmel Valley - CWS Apartment Homes, LLC
The Fairmont at Willow Creek - CWS Apartment Homes, LLC
Best In Class Winners - Three Years
Marquis at Stonegate - CWS Apartment Homes, LLC
Marquis on Edwards Mill - CWS Apartment Homes, LLC
Gramercy Square at Ayrsley - Simpson Property Group
The Matisse - Simpson Property Group
Best In Class Winners - Two Years
Heron Pond - Carlisle Property Management (CPM)
Marquis at Ladera Vista - CWS Apartment Homes, LLC
Marquis at Stonebriar - CWS Apartment Homes, LLC
The Marquis of State Thomas - CWS Apartment Homes, LLC
Brook View Apartments - Lincoln Property Company
Decatur Crossing - Lincoln Property Company
Highgrove - Lincoln Property Company
Inman Park - Lincoln Property Company
Lincoln Galleria - Lincoln Property Company
Lincoln Medical Center - Lincoln Property Company
Millennium Westshore - Lincoln Property Company
The Haven at Cranberry Woods - Lincoln Property Company
The Lodge at Spring Shadows - Lincoln Property Company
The Residences at Seven Gables - Lincoln Property Company
The Residences at Willow Ridge - Lincoln Property Company
The Retreat at Seven Bridges - Lincoln Property Company
Tidewater at Salisbury - Lincoln Property Company
Villas of Greenville - Pinnacle (PRMC)
Westminster - Pinnacle (PRMC)
Marshall Park Apartments and Town Homes - Simpson Property Group
San Carlos - Simpson Property Group
Silos South End - Simpson Property Group
Victory Flats at Elmonica Station - Simpson Property Group
BR Rosemont Olmos Park - Steadfast Management
Spring Creek of Edmond - Steadfast Management
Best In Class Winners - One Year
Courtside - Affinity Property Management
Parkwood - Affinity Property Management
Morris Court II - Carlisle Property Management (CPM)
The Beacon - Carlisle Property Management (CPM)
Anthem on 12th - CWS Apartment Homes, LLC
Marq 211 - CWS Apartment Homes, LLC
Marq West Seattle - CWS Apartment Homes, LLC
Marquis at Tanglewood - CWS Apartment Homes, LLC
Water Marq - CWS Apartment Homes, LLC
Frontier Ridge - Fore Property Company
Settlers Place - Fore Property Company
Suzann Plaza - Guardian Management, LLC
Addison Court - JMG Realty, Inc.
Pointe North Apartments - Landmark Communities
Saucon View Apartments - Landmark Communities
STRATA Flats - Landmark Communities
The Meadows - Landmark Communities
5225 Maple Avenue - Lincoln Property Company
7 Riverway - Lincoln Property Company
BIT Holdings Sixty-Five Inc. - Lincoln Property Company
Carmel Canyon - Lincoln Property Company
Casa Lago Peninsula - Lincoln Property Company
Haven at Atwater - Lincoln Property Company
Hyde Park at Lake Wyndemere - Lincoln Property Company
Legacy at Crown Meadows - Lincoln Property Company
Masonvale - Lincoln Property Company
Metro Marina Bay - Lincoln Property Company
Montclair Residences at Bay St Station - Lincoln Property Company
Morgan's Bluff - Lincoln Property Company
Oak Terrace - Lincoln Property Company
Queens Gate I - Lincoln Property Company
Siena Park - Lincoln Property Company
SkyHouse Main - Lincoln Property Company
Station 40 - Lincoln Property Company
The Fountains at Memorial City - Lincoln Property Company
The Ranch at Sienna Plantation - Lincoln Property Company
Treetops at ChesterHollow - Lincoln Property Company
Victoria Place - Lincoln Property Company
Wellington Place - Lincoln Property Company
Aria at Millenia - LMC, a Lennar Company
Frontera at Pioneer Meadows - LMC, a Lennar Company
Onyx - LMC, a Lennar Company
WREN - Mack Urban Communities
Cotswolds Court - Manco Abbott
Fountains at Alluvial, The - Manco Abbott
Parks Grove - Manco Abbott
The Grove - Manco Abbott
The Shires - Manco Abbott
Villas at Westgate, The - Manco Abbott
Pacific Place - MG Properties Group
Cactus Forty-2 - Olympus Property
Legends at White Oak - Olympus Property
Olympus Midtown - Olympus Property
Wimberly at Deerwood - Olympus Property
Banyan Senior Apartments - Pinnacle (PRMC)
Olive Grove Apartments - Pinnacle (PRMC)
City Place - Provence Real Estate, LLC
Central Park - R & V Management Corporation
14W Apartments - Simpson Property Group
Addison at Kramer Station - Simpson Property Group
The Encore SouthPark - Simpson Property Group
The Reserve at Tysons Corner - Simpson Property Group
Deep Deuce - Steadfast Management
Estancia - Steadfast Management
Hilliard Summit - Steadfast Management
Shalimar at Davie - TM Realty Services
Ellis congratulates the 2017 Ellis Customer Experience Best in Class Award Winners for Resident Surveys.
About Ellis
Since 1984, Ellis, Partners in Management Solutions has specialized in helping the multifamily industry achieve their business goals by optimizing the customer experience at key touch points from initial visit to move-out through our Apartment Mystery Shops, Resident Surveys, and Training solutions. Our integrated program, including our partner Edge2Learn, provides real time, multi-level reporting to help you understand and manage customer feedback and improve resident retention. Additional information on Ellis Partners in Management Solutions can be found on our website.
Contact
Lisa Ford
***@epmsonline.com
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