Waypoint Residential is a vertically-integrated developer, owner and operator of apartment properties with over $6 Billion in total capitalization and over 34K units nationwide.
Like many apartment operators and managers, Waypoint used J Turner for reputation management and resident surveys. But Waypoint Residential ran into the challenge faced by many apartment operators: too many single point solutions, too many logins, off-brand resident experience, low survey completion rates, and lack of real-time visibility into resident issues.
Challenges Faced by Waypoint Residential
→ Too Many Point Solutions & Too Many Logins for Staff
Single-point solutions like J Turner meant that Waypoint Residential needed additional tools as part of their resident experience stack. This meant high cost paying for various solutions, frustrated onsite teams having to login to many multiple systems, and confused residents getting inundated with emails from different companies.
→ Off Brand Resident Experience
Because J Turner surveys are sent to residents via an email from J Turner, this created an off-brand experience for residents who are not familiar with J Turner.
→ Low Completion Rates
Because J Tuner emails are from a company not familiar to residents, many residents ignored survey request emails. And because of the length of J Turner surveys, most residents abandoned them before completion.
→ Lack of Real-Time Visibility into Resident Issues and Satisfaction
Because J Turner surveys are long and infrequent, the Waypoint team lacked real-time visibility into resident issues and feedback, leading to missed opportunities to address issues before they turned into negative online reviews or non-renewal.
Solutions
Waypoint switched from J Turner surveys as part of their implementation of an all-in-one resident engagement and experience brand platform.
→ All-in-one resident engagement and experience brand platform
Switching to Flamingo meant Waypoint benefits from an all-in-one resident engagement and experience brand platform that includes resident surveys, reputation management, resident engagement & experience app, review generation, digital move-in automation, resident events, resident rewards, resident onboarding automation, service amenities like house cleaning, digital resident guide, resident ticketing, AI assistance and dozens of other solutions to help improve retention, increase revenue, and improve resident satisfaction.
→ Improved Survey Completion Rates
Because Flamingo’s platform is fully portfolio or property branded, everything residents see, including the resident app is on-brand. This means high completion rates of the resident surveys.
→ Connection to Resident Rewards
The other reason for the high completion rate of the surveys is because residents are rewarded with discounts or gift cards for every survey they complete.
→ Real-Time Visibility into Resident Issues and Satisfaction
Flamingo’s surveys are pulse surveys and are quick for residents to complete. Because of quickness of the surveys and the tie-in with resident rewards, we can survey residents more frequently at every milestone, giving the Waypoint Residential team real time visibility into resident issues and satisfaction.
Key Outcomes
- On-Brand Resident Experience
- Less logins for onsite teams
- Faster response times to resident issues
- Improved resident satisfaction and retention
- Savings from no longer paying for multiple point solutions
