Surveys

Each survey will have an Actions menu. If the survey is a Smart Survey, the user will have the option to Send and Copy. If the survey is a Draft, users will have the option to Edit and Delete. If the survey is a Custom survey, users will have the option to Send, Edit, Copy, or Delete.

Survey Analytics

When a user enables sentiment surveys to send on the 1-5 clicks, the results for those surveys will be displayed here. A card will display for each number surveys are enabled on. If a user updates or changes the survey set to send for a particular number, the cards will stack so that a user can see the new survey results, as well as the previous survey results. Rotating arrows will display in the top right corner when the cards stack. Clicking on a card works the same as the Analytics tab.

Please note that cards will only display for a number if a survey has been selected for that specific number. If a survey has been sent but no data received, that card will still display. If a user updates an automated campaign and changes a number from “none” to a specific survey, a card will be displayed for that number.

Clicking on a card will show the data collected for that specific number. If a user is using the same survey on multiple campaigns or sending for multiple numbers, they can view all data for that survey on the Analytics tab by clicking on the card for that survey. The search in the top right corner will allow the user to search for the survey by name.

Resident Satisfaction Survey

This is a 9-question survey that gathers feedback on how satisfied residents are with a property. The questions focus on 9 specific categories: Property Safety, Maintenance Process, Leasing Process, Unit Condition, Property Condition, Property Value, Amenities, Staff, and Location. Analytics for this survey can be found on the Analytics page, listed at the bottom. There is also a report specific to this survey found on the Reports page.

Likelihood to Refer Survey

This survey gathers feedback on how likely a resident is to refer this property to someone else. A resident will be asked one question that will allow them to give a 1-5 rating. A text box will be visible to leave additional comments. Analytics for this survey will be located on the Analytics page, listed at the bottom. A report specific to this survey will display on the Reports page. 

Likelihood to Renew (Legacy) Survey

This survey gathers feedback on how likely a resident is to renew their lease with the property. The resident will be asked one question and will allow them to give a 1-10 answer. A text box is visible to allow the resident to leave additional comments. Users will find a report specific to this survey on the Reports page, and analytics will be located on the Analytics page.

Sentiment/Smart Surveys

The following is the verbiage used in our sentiment and smart surveys. Please refer to the descriptions below for each respective survey.

Note: The default message used for email or SMS is only applicable when the survey is being used as a Sentiment Survey with a Review Request. If the Smart Survey is being sent via a campaign that is a Survey type, the message sent in the email or SMS will be the standard message.

Move-in Smart Surveys
What we want to know: overall experience, condition of the unit, staff, convenience.

Description:
This follow-up survey is designed to gather additional feedback from your residents on why they rated their move-in experience the way they did.

Positive Move-In Email:
“Hi {Name}, we are so glad your move-in experience was a good one! We are always seeking to improve the experience and quality of the service we provide. Please take a few seconds to let us know how we can make the move-in experience even better.”

Positive Move-In SMS:
“Hi {Name}, we are so glad move-in day was a good one! Please take a few seconds to let us know how we can make it even better”

Survey Questions:

• The condition of the unit was satisfactory upon move-in. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• The management staff was transparent, helpful, and knowledgeable. (Agreement Scale/Strongly Agree - Strongly Disagree)

• The move-in process was fast and easy. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• Please leave any additional feedback about the move-in day experience (Long answer)

Negative Move-In Email:
“Hi {Name}, we’re sorry to hear your move-in experience wasn’t the absolute best. We are always seeking to improve the experience and quality of the service we provide. Please take a few seconds to let us know how we can improve.”

Negative Move-In SMS:
“Hi {Name}, we’re sorry to hear your move-in experience wasn’t the absolute best. Please take a few seconds to let us know how we can improve.”

Survey Questions:

• Rate the condition of the unit upon move-in. (Sentiment Scale/Terrible - Excellent) 

• Rate how transparent, helpful, and knowledgeable the management staff was. (Sentiment Scale/Terrible - Excellent) 

• The move-in process was fast and easy. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• Please leave any additional feedback about the move-in day experience. (Long answer)
  
  

Move-Out Smart Surveys
What we want to know: overall living experience, overall move out experience, communication leading up to move-out/how clear was communication indicating steps to move out [leaving keys, cleaning, deposit refunds], how likely are you to recommend this property.

Description:
This follow-up survey is designed to gather additional feedback from your residents on why they rated their move-out experience the way they did.

Positive Move-Out Email:
“Hi {Name}, we are so glad your move-out experience was a good one! We loved having you live with us and wish you all the best in your next housing arrangement. Please take a few seconds to let us know how we can make the move-out experience even better.”

Positive Move-Out SMS:
“Hi {Name}, we are so glad move-out day was a good one! Please take a few seconds to let us know how we can make it even better.”

Survey Questions:

• How likely are you to recommend our property? (1 - not likely at all. 10 - very likely) (NPS Scale/1-10) 

• The management staff was transparent, helpful, and knowledgeable during my residency. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• The move-out process was smooth and convenient. (Agreement Scale/Strongly Agree - Strongly Disagree)

• Leading up to move-out day, communication was clear. (renewal options, returning of keys or other items, unit cleanliness, deposit refund, etc.) (Agreement Scale/Strongly Agree - Strongly Disagree)
  
  

Negative Move-Out Email:
“Hi {Name}, we’re sorry to hear your move-out experience wasn’t the absolute best. We are always seeking to improve the experience and quality of the service we provide. Please take a few seconds to let us know how we can improve.”

Negative Move-Out SMS:
“Hi {Name}, we’re sorry to hear your move-out experience wasn’t the absolute best. Please take a few seconds to let us know how we can improve.”

Survey Questions:

• Rate your overall experience living at our property. (Sentiment Scale/Terrible - Excellent)

• The management staff was transparent, helpful, and knowledgeable during my residency. (Agreement Scale/Strongly Agree - Strongly Disagree)

• The move-out process was smooth and convenient. (Agreement Scale/Strongly Agree - Strongly Disagree)

• Leading up to move-out day, communication was clear. (renewal options, returning of keys or other items, unit cleanliness, deposit refund, etc.) (Agreement Scale/Strongly Agree - Strongly Disagree).
  
  

Maintenance Smart Surveys
What we want to know: speed of completion, quality of work, communication regarding the work order [did they schedule a time/and show up at the scheduled time], how could the maintenance process be improved, professionalism of maint rep, comfort/were you there during the maintenance or did it happen while you were gone?

Description:
This follow-up survey is designed to gather additional feedback from your residents on why they rated your maintenance request completion the way they did.

Positive Maintenance Email:
“Hi {Name}, We are happy to have completed your recent maintenance request to your satisfaction! We are always seeking to improve the quality of the service we provide, and would appreciate it if you would take a brief moment to complete this survey, to help us better serve you.”

Positive Maintenance SMS:
“Hi {Name}, Please take a brief moment to complete this survey regarding the completion of your recent maintenance request.”

Survey Questions:

• The work order was completed in a timely manner. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• The work order was completed to my satisfaction. (Agreement Scale/Strongly Agree - Strongly Disagree)

• Did the maintenance team reach out to schedule a time to complete the work order? (Yes/No) - If yes: Did they arrive within the specified timeframe? (Multiple Choice - Yes/No/N/A) 

• Were you present while the work order was completed? (Yes/No) 

• If yes: How would you rate the professionalism of the maintenance technician? (appearance, communication etc…) (Sentiment Scale/Terrible - Excellent) 

• Please rate the level of communication received during the work order process (Sentiment Scale/Terrible - Excellent)

• How could the maintenance process be improved? (Long answer)
  
  

Negative Maintenance Email:
“Hi {Name}, We are sorry to hear your recent maintenance request wasn’t complete to your satisfaction. We are always seeking to improve the quality of the service we provide, and would appreciate it if you would take a brief moment to complete this survey, to help us better serve you.”

Negative Maintenance SMS:
“Hi {Name}, we’re sorry to hear your maintenance experience wasn’t the absolute best. Please take a few seconds to let us know how we can improve.”

Survey Questions:

• The work order was completed in a timely manner. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• The work order was completed to my satisfaction. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• Did the maintenance team reach out to schedule a time to complete the work order? (Yes/No)

• If yes: Did they arrive within the specified timeframe? (Multiple Choice - Yes/No/N/A)

• Were you present while the work order was completed? (Yes/No) 

• If yes: How would you rate the professionalism of the maintenance technician? (appearance, communication etc…) (Sentiment Scale/Terrible - Excellent) 

• Please rate the level of communication received during the work order process (Sentiment Scale/Terrible - Excellent) 

• How could the maintenance process be improved? (Long answer)
  
  
  

Tour Smart Surveys
What we want to know: timeliness/promptness, engagement/interactions, questions [were all questions answered], specificity/transparency [ie pricing], likelihood to live here, rating the tour path/property presentation **not sending review requests. Feedback request only**

Description:
This follow-up survey is designed to gather additional feedback from your residents on why they rated your tour the way they did.

Positive Tour Email:
“Hi {Name}, we are so glad your tour at {property} was a good one! We loved getting to meet with you and hope it was worth your time! Please take a few seconds to let us know how we can make the next one even better.”

Positive Tour SMS:
“Hi {Name}, we are so glad your tour was a good one! Please take a few seconds to let us know how we can make our tours even better.”

Survey Questions:

• Based on the tour alone (not considering price or availability) how likely are you to live at this property? (1 - not likely at all. 10 - very likely) (NPS Scale/1-10) 

• The management staff was friendly, transparent, and helpful during the tour. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• The management staff tried to understand my housing needs and addressed those needs during the tour. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• The tour path was clean, free of trash/clutter, and represented the property well. (Yes/No) 

• I left the tour having all my questions answered, and thought the management staff did a good job showing me around. (Yes/No)
  
  

Negative Tour Email:
“Hi {Name}, we’re sorry to hear your tour at {property} wasn’t the absolute best. We are always seeking to improve the experience and quality of the tours we provide. Please take a few seconds to let us know how we can improve.”

Negative Tour SMS:
“Hi {Name}, we’re sorry to hear your recent tour wasn’t the absolute best. Please take a few seconds to let us know how we can improve.”

Survey Questions:

• Based on the tour alone (not considering price or availability) how likely are you to live at this property? (1 - not likely at all. 10 - very likely) (NPS Scale/1-10) 

• The management staff was friendly, transparent, and helpful during the tour. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• The management staff tried to understand my housing needs and addressed those needs during the tour. (Agreement Scale/Strongly Agree - Strongly Disagree) 

• The tour path was clean, free of trash/clutter, and represented the property well. (Yes/No) 

• I left the tour having all my questions answered, and thought the management staff did a good job showing me around. (Yes/No)
  
  

Expiring Lease Smart Survey (likelihood to renew)
What we want to know: is this resident likely to renew? What encourages them or discourages them to renew? 

Description:
This survey is designed to get a pulse on how likely your residents are to renew, and to help you project your renewal rate as well as renewal pricing. By default, this survey will send 75 days prior to lease expiration, but users can alter how many days before (45, 75, 105 days)

Lease Expiring Email:
“As you approach the end of your lease term here at {property}, we would really appreciate it if you would take a few seconds to provide feedback on your experience so far. Your responses help us to improve the property and better serve you in the future.”

Lease Expiring SMS:
“Your lease expiration date is coming up! Please take a few seconds to provide feedback on your experience here so far.”

Questions:

• How likely are you to renew at the end of your lease term? (1 - not likely at all. 10 - very likely) (NPS Scale)

• Which of the following factors impact your decision to renew? (Multiple select) 

• Rent Price

• Amenities

• Location 

• Management Team 

• Quality of Apartment Home 

• Variety of Floor Plans 

• Parking 

• Safety 

• What aspects of the property do you enjoy/utilize the most? (Pool, clubhouse, gym, location, etc…) (Short Answer) 

• What, if any, amenities do you wish the property had that it does not currently have? (Short Answer)

Anonymous Surveys

Users now have the option to make a survey anonymous. This is done by toggling the switch found on the Setup step of Campaigns. This option only displays when the campaign type is Survey. When toggled on users will not be able to see the customer/resident name, email address, and phone number.

Any survey can be marked as anonymous. This includes both custom and Smart Surveys. If a user has an automated campaign that is type Survey, they can switch on/off the anonymous feature at any time. Because of this, a single survey can be sent both anonymously and non-anonymously.

When a user turns on the anonymous feature, Opiniion will automatically update the default text in the email. The Subject line will include “Anonymous Survey” and the message will inform the customer/resident that this is an anonymous survey. Both of these can be edited by the user.

Above shows the updated text for SMS. It will inform the user that the survey is anonymous. This message can be edited by the user.

When a customer/resident opens an anonymous survey, they will see the above message informing them their personal information will be kept private. This works for both SMS and Email, as well as all three types of surveys (standard, auto-focus, intelligent chat). Clicking “Proceed” will display the survey questions.

Customer/resident names and emails will be replaced by “Anonymous” in the Survey Analytics. Users will not be able to click on the profile icon, but they will be able to click the View All Answers button to see the Survey Summary. 

The Survey Summary will show all the answers from a single customer/resident as well as the analytics for all responses from everyone who took that survey If the survey has been marked as Anonymous the report will not display their name at the top. For anonymous survey summaries, the title will show with “Anonymous Customer’s Survey Summary” or “Anonymous Resident’s Survey Summary” 

If a user sends a Smart Survey that also has a report on the Reports page, Opiniion will replace the Resident’s name with “Anonymous” and the user will not be able to click the profile icon. Additionally it will say “Anonymous” when exporting this report.

In the Campaign Analytics, users are not able to click on the Opens and Clicks on the Email tab, nor the Clicks on the SMS tab when the anonymous feature has been enabled. This is to prevent a user from being able to identify a customer/resident. Additionally, there will be no report in the Customer/Resident log when they open the survey. 

Once the anonymous feature has been enabled on a campaign that is automated, the feature can not be turned back off.