Customer Support
Multifamily Resident Satisfaction Surveys
Stop reacting to turnover. Start proactively improving your resident experience.
Improve Performance With Data-Driven Insights
The future of resident feedback is here. Resident Surveys in PerformanceHQ is the next evolution of the industry-leading KingsleySurveys, which is now fully integrated into our award-winning platform. Gain a unified view of your resident journey, with AI-powered tools that transform insights into action, boost satisfaction, and drive performance across your portfolio.
PerformanceHQ streamlines your survey process and compares your results to the Kingsley Index™, the real estate industry’s most comprehensive performance benchmarking database. Plus, you can earn a Kingsley Excellence Award when your overall resident satisfaction outperforms the index — helping you stand out from the competition and attract new residents.
Unify Your Data
Combine survey results with your other performance data, including Training and Mystery Shopping, in a single, centralized dashboard.
Establish Your Baseline
Compare your performance against the industry's most comprehensive benchmark to know exactly where you stand and where to improve.
Take Action
Get AI-powered insights and tailored recommendations that help your teams focus on what matters most and follow through.
One Platform, One Login
Access the tools you need to improve performance through one seamless experience in PerformanceHQ.
Streamlined Workflow & User Experience
We’ve overhauled the survey process to save your team time and ensure quality feedback.
- Faster Deployment: Intuitive workflows and pre-built templates cut deployment time from weeks to days, accelerating your time-to-value!
- Live Survey Previews: See exactly what your residents will see with real-time previews of surveys, ensuring an on-brand, professional experience every time.
- Multi-Language Support: Expand accessibility with survey Language Translation, featuring full support for more than 30 languages.
- Faster Follow-Ups: Receive automatic alerts for "contact me" requests so you can quickly connect with residents who need attention.
Your Complete Resident Feedback Solution
Capture a full 360-degree view of resident sentiment with a comprehensive suite of surveys, all tracked in one place.
Detailed Analytics and Actionable Recommendations In PerformanceHQ
Stop manually sifting through reports. Our built-in analytic tools translate complex data into clear recommendations and trackable Action Plans.
Integrated Analytics Dashboards
Say goodbye to siloed data. Our unified Analytics Dashboard provides a dynamic, visual view of all your performance data —from surveys, training, and mystery shopping — all in one intuitive interface.
- AI Sentiment Analysis: AI analyzes all free-form comments, providing a sentiment score and a visual word cloud to show what's driving satisfaction or dissatisfaction.
- At-a-Glance Survey Trends: Quickly track key metrics like open and response rates and completion rates.
- Cross-Performance Metrics: Understand the impact of training compliance and mystery shop scores on survey results.
Intelligence+: AI-Powered Recommendations
This powerful tool delivers AI-powered insights with tailored recommendations that address performance gaps and highlight success.
- AI-Summarized Insights: Critical trends and gaps are automatically surfaced and prioritized for you.
- Tailored Next Steps: Get suggestions, like targeted training or service improvements, to proactively address concerns and reduce turnover.
- Survey Comment Recommendations: Powered by Gracie, Grace Hill’s AI assistant, you’ll receive insights directly from survey comments, organized into 13 predefined categories.
"Intelligence+ saves me 40 hours per month in survey analysis. Now we can execute a plan quicker, allowing us to really have a better effect on resident satisfaction and retention.”
Welton McCrary
Director of Property Management
Perennial Properties
Action Plans Drive Accountability
Insights only matter if they lead to action. Action Plans in PerformanceHQ ensure timely follow-through of specific tasks that drive resident satisfaction.
- Trackable Tasks: Create and assign tailored tasks for each community based on their specific feedback.
- Seamless Integration: Action Plans in Intelligence+ are automatically pre-filled with Grace Hill’s recommended next steps.
- Drive Success: Quickly assign tasks, set deadlines, and track progress — all within PerformanceHQ.
"The Gracie AI summary on the recommendations is a game-changer; it gives us clear, actionable guidance so we can confidently make improvements that boost resident satisfaction and performance across our portfolio."
Sara Perry
Director of Brand, Marketing & Customer Experience at HILLS Properties
"Intelligence+ gave us a clear, data-backed view of resident priorities, showing we needed to improve amenities at a specific community. We leveraged that insight to successfully justify and get a $100,000 capital improvements project approved."
Welton McCrary
Director Of Property Management at Perennial Properties
“Grace Hill has helped us with our engagement surveys for several years, and helps us continuously improve on our processes and reporting. They are a wonderful team to work with and make what feels like a daunting task so easy.”
Angela Stavropoulos
HRIS Director at AIR Communities
"Through listening to our residents we’ve improved the living experience for a whole lot of individuals and families who rent from us, and made our communities more valuable. Maintaining a good community reputation through quality service to your residents improves NOI through reduced loss-to-lease, lower total vacancy loss, and avoiding unnecessary turn costs. Applying conservative assumptions, the improvement in NPS over time is likely generating an additional $50-60 million in value for our investors.”
Thomas Stanchak
Director of Sustainability at Stoneweg
“Customized survey questions have provided us with feedback that we can take action, identified training opportunities, and areas to celebrate wins, all at the click of a button.”
Kimberly Leriger
Regional Director of Operations at QuadReal
“Grace Hill Surveys add a direct line of communication with our residents, applicants, and prospects and opens conversations we may never have had without them receiving the survey. This helps improve resident retention and brings additional value to our customer service strategy.”
Dominic Raffinello
Corporate Operations Manager at Latitude Property Management & Real Estate Services
"Grace Hill Surveys give us real-time feedback on important milestones of the prospect and resident journey, including tours, move-ins, maintenance requests, and the move-out process."
Patricia DeGasperis
Regional Director of Operations at QuadReal
See how Resident Surveys in PerformanceHQ transform feedback into results.
Trusted surveys and industry-leading benchmarks, now in a single platform with all Grace Hill solutions.
Explore the enhanced survey features in PerformanceHQ by clicking each option below.
Intelligence+
Intelligence+
Intelligence+ eliminates the guesswork by surfacing critical AI-summarized insights and turning them into tailored, actionable recommendations. Instead of sifting through spreadsheets or reports, users can quickly see where performance is falling short, what’s working well, and how to make measurable progress.
Action Plans
Action Plans
Action Plans make it easy to assign tasks to the right people, set due dates, and track progress in one centralized view. Users can create Action Plans directly from any insight card. Tasks are automatically pre-filled with Grace Hill’s recommended next steps, saving time and keeping everyone aligned.
Text/SMS Surveys
Text/SMS Surveys
Your residents’ preferences vary, and so should your survey options! Our timely surveys can be sent via email and text/SMS messages to align with how your residents like to communicate.
Data Transfers
Customization
Customization and Previews
Ensure an on-brand and professional resident experience by adding your company or property logo to any survey. Customize survey questions to suit your needs while using the consistent rating scales provided. This new survey feature allows users to view exactly what residents will see, preventing errors and guaranteeing a consistent and polished look every time.
Survey Translations
Survey Translations
Ensure surveys are accessible and user-friendly for a global audience. With more than 30 languages included, this feature supports individuals with varied language needs while creating a more inclusive experience.
Resident Satisfaction Survey FAQs
Benchmark Against the Best with the Kingsley Index™
Compare your results to the Kingsley Index™ and earn recognition for outstanding performance –
helping you stand out from the competition.
The Kingsley Index
Trusted Industry Benchmarking
- Gain a realistic assessment of resident, tenant, and employee satisfaction.
- Receive an unbiased perspective of portfolio performance compared to your competitors.
- Customize your Kingsley Index for strategic benchmarks of similar properties.
- Compare yourself to accurate benchmarks by property type, asset class, and geography.
Kingsley Excellence Awards
Stand out from your competition.
Each year, we recognize individual properties and companies that outperform the Kingsley Index benchmark for overall satisfaction and highlight their achievement with the Kingsley Excellence Award. Start your program today to see where your properties rank!
See how Perennial Properties used Grace Hill’s PerformanceHQ and Intelligence+ to turn resident feedback into action and boost performance.
Get more actionable feedback from your residents with Surveys.
Request a personalized demo today.
More Resident Retention Tools and Insights
Bite-Sized Breakthroughs Video Series
Why Multifamily Leaders Love PerformanceHQ
7 Critical Factors of Successful Resident and Tenant Satisfaction Surveys
Employee Surveys
Use employee engagement surveys to understand what matters most to your team and foster a culture where employees feel valued. By measuring what’s working—and what’s not—you can make proactive changes that boost loyalty, increase productivity, and strengthen your bottom line.
Tenant Surveys
Capture feedback on the tenant experience and drive portfolio performance with the CRE industry’s most trusted tenant survey program. Effectively address gaps, prioritize capital expenditures, highlight your competitive advantages, and reduce turnover costs.
Investor Surveys
Turn feedback into action with unbiased insight into the investor experience. Leverage our powerful survey tool and trusted industry benchmarks to gain a more accurate perception study.