2025年居住体验管理现状分析报告（英）

Table ofcontents. Introduction and survey summaryAbout this survey and demographicsSurvey findings: Retention goals & renewalsSurvey findings: Resident expectations & needsSurvey findings: Resident engagementModern strategies to improve the resident experience030609182838 Resident insights revealretention opportunities In today’s multifamily market, the importance of resident retention has never been greater, particularly as the chatter ofeconomic uncertainty intensifies. As multifamily companies scramble to find ways to make their dollars stretch further,reducing resident turnover is not just a strategy - it’s a necessity. Yet, in a market flooded with options, the difference between a resident staying or leaving is often a matter of the quality oftheir experience, not the amenities or in-unit features. That means the pressure is on for multifamily professionals to deliver anexperience that goes beyond basic expectations. The Resident Experience Management Reportdives into the critical insights that can help you foster long-term residentsatisfaction and reduce turnover. Through a combination of in-depth surveys, we explore both the perspectives of multifamilyprofessionals, and the preferences of renters themselves. We’ll examine how property managers view their goals, challenges,and current approaches to resident retention - and how those often miss the mark with what residents actually value. We’ll dive into the following key findings that came to light in our renterand multifamily surveys: Retention goals & renewals •Property managers remain optimistic about retention, despitemissed targets•Retention goals more than 70% have soared since 2021•Retention goals are achievable if undecided renters choose to renew•The move-in experience plays a crucial role in lease renewals•Affordability, poor maintenance, and security concerns are drivingnon-renewals, but property managers think otherwise Resident expectations & needs •Property managers grapple with understanding resident needs•Renters are steadily increasing their expectations•Expectations have increased the most around on-site customerservice and digital self-service tools•Property managers overestimate renter expectations•Renters double down on essentials, deprioritizing amenities Resident engagement •Renters overwhelmingly prefer automation and digitization forapartment tasks•As rent increases, so does the preference for automated services•Mobile community app usage is growing in response to renters’preference for digital tools•Companies are slowly offering rewards programs, but the majority ofrenters remain untapped In addition to more commentary and insights on these findings, thisreport provides strategies that apartment operators can use to betterunderstand their renters. Because when apartment operators are in tunewith what their renters value, they can create a living experience thatmeets renters’ needs and ultimately improve resident retention. Modern strategies to improve the residentexperience •Optimize the move-in process•Prioritize property maintenance workflows & community cleanliness•Leverage resident data to personalize the experience About this survey Zego’sResident Experience Management Reportshares insights from two separate surveys - one of multifamily renters, and,the other, a survey of multifamily property managers. We partnered with SA Marketing Insights to perform these surveys, bothof which took place in early 2025. Property Manager Sample Composition: Retention goals & renewals Retaining existing residents is crucial for multifamily property managers, yet achieving renewal targets is a persistentchallenge. This section explores the latest trends around retention goals, factors driving move-outs, and how the residentexperience impacts lease renewals. These findings will help you benchmark your own renewal rates and identify opportunitiesto enhance the resident experience and maximize lease renewals. Property managers remain optimistic about retention, despite missed targets High resident retention rates are often a result of giving your renters an exceptional living experience. This is whyThe ResidentExperience Management Reporttracks not only retention rates, but retention goals as well. This year, the average retention rate falls slightly below the industry benchmark of 63% set by property managers. But despitenot meeting their goals, many are optimistic about the future. When asked to predict how retention rates will change in thenext year, 70% said that it would increase. A mere 2% foresee a decline, while 28% think it will remain unchanged. Retention goals more than 70% have soared since 2021 What’s most striking about retention goals is the surge of companies who are setting the bar drastically higher for themselves.In the past 2 years, the number of companies aiming to retain 70% or more of their residents has substantially risen. Between2021 and 2025, the percentage of multifamily property manageme