You distribute a survey to the residents. After several weeks, only a few responses come in—primarily from the most satisfied or the most dissatisfied residents. The remainder? Quiet. Does this sound familiar? 

A lot of multifamily communities continue to use conventional surveys, feedback forms, and resident portals to assess satisfaction. However, these methods frequently leave significant gaps in understanding the daily experiences of residents. What about the residents who don’t participate in surveys and still want to express their opinions? The ones who would share their views if the process were more convenient and timely?

Why surveys fall short:

Traditional surveys and feedback forms have three key limitations:

• They capture only a single moment in time, making it difficult to track evolving concerns.
• They often reflect extreme opinions, primarily from very satisfied or very dissatisfied residents, leaving out the majority with more nuanced feedback.
• They lack real-time insights, meaning property teams only become aware of issues after they escalate.

For instance, a survey might indicate that 85% of residents are happy with maintenance services. However, it won’t reveal that several residents are upset about the long wait times for non-urgent repairs, or that some are reluctant to submit maintenance requests, thinking their minor issues won’t receive attention.  

Surveys give a broad overview—but they don’t capture the day-to-day, candid feedback that impacts the resident experience.

A new approach: 

Communities are increasingly moving toward a continuous and conversational feedback model rather than depending exclusively on scheduled feedback occasions. This method enables residents to express their opinions as they arise, instead of waiting for the next official survey.  

Conversational feedback models offer several advantages:  

• Encourage broader participation, reaching residents who might not take the time to complete a survey.
• Identify ongoing trends, revealing patterns that one-time surveys may miss.
• Enable proactive issue resolution, allowing teams to address concerns before they escalate. 

For example, while a quarterly survey might show overall satisfaction with amenities, immediate feedback could indicate that a gym machine has been malfunctioning for weeks—something that may not have surfaced in formal survey responses, but could still significantly affect the resident experience. 

The best of both worlds: a hybrid approach

Surveys will always have a role in gathering resident feedback, but they are most effective when paired with ongoing dialogue. A hybrid approach helps property teams in a few different ways:

• Reach a wider range of residents, including those who don’t engage with surveys.
• Identify emerging issues early, preventing minor concerns from becoming major problems.
• Foster a culture of open communication, ensuring residents feel heard and valued.

Get the full picture 

If your community relies solely on surveys or static feedback platforms, you may be missing critical insights that impact resident satisfaction and retention.  

The real question is: are your residents only sharing feedback when prompted? Or do they have an easy way to voice concerns as they arise?

Providing more accessible, ongoing feedback opportunities can bridge the gaps that surveys leave behind. Want to explore a better way to engage with residents? Learn more about Kipsu’s multifamily solutions and schedule a conversation with us today.