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Prospect and Resident Survey Program Initiated at 44 Communities
HOUSTON, December 2, 2009 – J Turner Research, a leading marketing research firm exclusively serving the multifamily industry, today announces a new engagement with Forest City Residential Management, Inc. (Forest City), a top 25 multifamily owner according to the National Multi-Housing Council. In the past Forest City conducted annual resident satisfaction surveys, however the sheer volume of information made it difficult and time consuming for their team to effectively analyze the data. As a result, J Turner was retained to conduct and evaluate weekly prospect and monthly resident satisfaction surveys at 44 of the company’s communities across the country.
“Forest City should be commended for their dedication to customer service measurement and we are honored to implement and maintain an ongoing survey program for the organization,” said Joseph Batdorf, president of J Turner Research. “Our, real-time surveys deliver consistent intelligence from residents and prospects, enabling Forest City executives and onsite team to customize and execute action plans for each community participating in the program.”
The company owns and/or manages residential rental properties in 21 states and the District of Columbia representing more than 35,900 units in 124 urban and suburban communities, along with approximately 12,000 units at eight military communities. As part of this engagement, Forest City is currently rolling out the survey program at market rate, affordable, luxury and urban properties totaling 12,486 units. The data collected by J Turner will be seamlessly integrated into the company’s property management software platform providing easy to understand, real-time updates at both the corporate and site levels.
“In order to meet our commitment to the company’s motto, ‘Exceptional Service is Our Standard,’ it is imperative to measure satisfaction levels regularly and use that information to provide the best living experience possible,” said Krissy Novotny, senior marketing manager for Forest City Residential Management, Inc. “Utilizing J Turner’s monthly survey data enables us to take the pulse of our residents and prospects, to institute operational changes to exceed expectations. These attributes are instrumental in Forest City’s goal to create and maintain a community that is a home for our residents, not just a place to live.”
The data collected from current and prospective residents will also be used to assess staff performance at each community. After benchmarking employee performance, an incentive program will be used to encourage employees to meet established goals for leasing, retention and overall customer service. The feedback gathered from the surveys will be used to reward high achieving staff members as well as to create appropriate training and support programs for those in need of improvement.
If you would like to schedule an interview with an executive from J Turner Research or Forest City Residential Management, Inc. please contact Don Canfield at (303) 682-3942 or don@linnelltaylor.com. To learn more about the company’s prospect and resident survey programs visit www.jturnerresearch.com.
About J Turner Research:
Based in Houston, J Turner Research specializes in developing and executing innovative and affordable research services for the multifamily industry. The company utilizes e-mail based surveys to accurately measure perceptions of prospective residents, current residents and employees to help owners understand how to optimize operational and marketing efficiencies. For more information, please call (713)954-4840 or visit www.jturnerresearch.com.