What do residents really want—and are we listening closely enough? In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Katie Ritter and Jake Hughes from Wide Whale to unpack the insights behind the latest Voice of Resident Report. It’s more than data; it’s a wake-up call for multifamily property operators to tune into what residents are clearly expressing—through reviews, renewals, and real-time feedback.
From speed of service to cleanliness, and the evolving role of management in the resident journey, this conversation challenges conventional thinking. Whether you're in operations, leasing, or customer service, this episode reveals where expectations are shifting—and how you can respond to meet them. Because in today’s market, good communication and fast follow-through aren’t extras—they're essentials.
What’s covered in this episode:
Why are residents becoming more vocal and specific about their expectations?
What the latest data reveals about speed, follow-through, and the resident experience.
The report confirms: cleanliness, communication, and transparency are top factors in resident satisfaction.
How property teams can align efforts to improve satisfaction and reduce non-renewals.
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