GITNUXREPORT 2025

Customer Experience In The Multifamily Industry Statistics

Enhanced customer experience boosts leasing, retention, loyalty significantly in multifamily industry.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

54% of renters are willing to pay more for better customer service

Statistic 2

75% of tenants are more likely to recommend a property where they received excellent customer service

Statistic 3

60% of multifamily management companies plan to invest more in customer experience technology in the next year

Statistic 4

85% of tenants value quick response times to maintenance issues

Statistic 5

78% of renters say that responsive customer service affects their decision to renew lease

Statistic 6

73% of tenants say that personalized communication improves their overall experience

Statistic 7

88% of renters say that 24/7 support availability increases their satisfaction

Statistic 8

90% of millennials prioritize customer experience when choosing a rental property

Statistic 9

79% of property managers plan to implement better customer feedback systems in the next year

Statistic 10

77% of renters say that their overall satisfaction depends on friendly and professional staff

Statistic 11

76% of tenants value transparency in pricing and fees

Statistic 12

72% of tenants are more likely to stay when they receive prompt follow-up after service requests

Statistic 13

83% of renters prefer communities that actively solicit and act on feedback

Statistic 14

66% of property managers plan to increase investments in customer experience over the next year

Statistic 15

91% of tenants say that positive customer interactions impact their overall perception of their community

Statistic 16

55% of tenants are influenced by how management handles complaints and service issues

Statistic 17

84% of tenants say that a proactive approach to customer service reduces complaints and issues

Statistic 18

70% of tenants prefer digital communication for maintenance requests

Statistic 19

55% of tenants have used a mobile app to pay rent or submit maintenance requests

Statistic 20

69% of renters prefer digital leasing processes

Statistic 21

62% of renters would choose a property with a mobile-first website

Statistic 22

52% of tenants would like to see more virtual tours before signing a lease

Statistic 23

66% of tenants want access to digital rent payment and maintenance tracking

Statistic 24

58% of tenants expect instant or same-day responses to inquiries

Statistic 25

83% of renters want seamless digital and physical customer experiences

Statistic 26

70% of tenants report that digital tools help them feel more connected to their community

Statistic 27

64% of renters are more likely to lease a property with a strong online presence

Statistic 28

58% of renters feel better about their community when there is regular and transparent communication from management

Statistic 29

50% of tenants want virtual check-ins for move-in and move-out

Statistic 30

61% of renters would like real-time updates on community events and announcements

Statistic 31

86% of renters are more likely to stay in a community that offers digital amenities like mobile apps and online portals

Statistic 32

77% of tenants prefer paperless lease agreements

Statistic 33

65% of renters feel more engaged with their community through social media platforms

Statistic 34

58% of tenants want an easy-to-navigate online portal for all services

Statistic 35

70% of tenants are more satisfied when they receive personalized communication and offers

Statistic 36

65% of renters consider online reviews important when choosing a property

Statistic 37

74% of tenants are influenced by online reviews and reputation management

Statistic 38

80% of tenants are more likely to renew their lease when they have a positive customer experience

Statistic 39

67% of renters say that convenience influences their rental decisions

Statistic 40

82% of tenants are more loyal to management companies with proactive customer service

Statistic 41

61% of tenants would renew if their community offered tailored amenities based on preferences

Statistic 42

68% of tenants believe that proactive communication about community events enhances their experience

Statistic 43

59% of renters prefer personalized offers or incentives

Statistic 44

85% of property managers report increased tenant retention through improved communication strategies

Statistic 45

89% of tenants say that digital maintenance tracking improves their satisfaction

Statistic 46

68% of renters prefer flexible lease terms that adapt to their changing needs

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Key Highlights

80% of tenants are more likely to renew their lease when they have a positive customer experience
67% of renters say that convenience influences their rental decisions
54% of renters are willing to pay more for better customer service
70% of tenants prefer digital communication for maintenance requests
65% of renters consider online reviews important when choosing a property
75% of tenants are more likely to recommend a property where they received excellent customer service
60% of multifamily management companies plan to invest more in customer experience technology in the next year
85% of tenants value quick response times to maintenance issues
78% of renters say that responsive customer service affects their decision to renew lease
55% of tenants have used a mobile app to pay rent or submit maintenance requests
69% of renters prefer digital leasing processes
73% of tenants say that personalized communication improves their overall experience
62% of renters would choose a property with a mobile-first website

In an industry where 80% of tenants are more likely to renew their lease after a positive experience, the future of multifamily living hinges on delivering exceptional, digital-first customer service that meets today’s renters’ expectations.

Customer Service and Support

54% of renters are willing to pay more for better customer service
75% of tenants are more likely to recommend a property where they received excellent customer service
60% of multifamily management companies plan to invest more in customer experience technology in the next year
85% of tenants value quick response times to maintenance issues
78% of renters say that responsive customer service affects their decision to renew lease
73% of tenants say that personalized communication improves their overall experience
88% of renters say that 24/7 support availability increases their satisfaction
90% of millennials prioritize customer experience when choosing a rental property
79% of property managers plan to implement better customer feedback systems in the next year
77% of renters say that their overall satisfaction depends on friendly and professional staff
76% of tenants value transparency in pricing and fees
72% of tenants are more likely to stay when they receive prompt follow-up after service requests
83% of renters prefer communities that actively solicit and act on feedback
66% of property managers plan to increase investments in customer experience over the next year
91% of tenants say that positive customer interactions impact their overall perception of their community
55% of tenants are influenced by how management handles complaints and service issues
84% of tenants say that a proactive approach to customer service reduces complaints and issues

Customer Service and Support Interpretation

With 88% of renters craving 24/7 support and 90% of millennials weighing customer experience heavily in their decision-making, multifamily property managers who invest in personalized, responsive service and proactive communication are not just enhancing tenant satisfaction—they're turning tenants into vocal ambassadors and securing lease renewals in a fiercely competitive market.

Digital Engagement and Communication

70% of tenants prefer digital communication for maintenance requests
55% of tenants have used a mobile app to pay rent or submit maintenance requests
69% of renters prefer digital leasing processes
62% of renters would choose a property with a mobile-first website
52% of tenants would like to see more virtual tours before signing a lease
66% of tenants want access to digital rent payment and maintenance tracking
58% of tenants expect instant or same-day responses to inquiries
83% of renters want seamless digital and physical customer experiences
70% of tenants report that digital tools help them feel more connected to their community
64% of renters are more likely to lease a property with a strong online presence
58% of renters feel better about their community when there is regular and transparent communication from management
50% of tenants want virtual check-ins for move-in and move-out
61% of renters would like real-time updates on community events and announcements
86% of renters are more likely to stay in a community that offers digital amenities like mobile apps and online portals
77% of tenants prefer paperless lease agreements
65% of renters feel more engaged with their community through social media platforms
58% of tenants want an easy-to-navigate online portal for all services
70% of tenants are more satisfied when they receive personalized communication and offers

Digital Engagement and Communication Interpretation

In an era where digital dominates, multifamily tenants’ overwhelming preference for seamless online experiences—from virtual tours to instant maintenance updates—suggests that leasing agents and property managers ignoring this technological tide risk not only losing tenants but also their competitive edge in creating vibrant, connected communities.

Online Reviews and Community Reputation

65% of renters consider online reviews important when choosing a property
74% of tenants are influenced by online reviews and reputation management

Online Reviews and Community Reputation Interpretation

With 65% of renters placing importance on online reviews and 74% influenced by reputation management, the multifamily industry must recognize that in the digital age, a property's online reputation isn't just a reflection—it's a cornerstone of tenant acquisition.

Tenant Retention and Loyalty

80% of tenants are more likely to renew their lease when they have a positive customer experience
67% of renters say that convenience influences their rental decisions
82% of tenants are more loyal to management companies with proactive customer service
61% of tenants would renew if their community offered tailored amenities based on preferences
68% of tenants believe that proactive communication about community events enhances their experience
59% of renters prefer personalized offers or incentives
85% of property managers report increased tenant retention through improved communication strategies
89% of tenants say that digital maintenance tracking improves their satisfaction
68% of renters prefer flexible lease terms that adapt to their changing needs

Tenant Retention and Loyalty Interpretation

In the multifamily industry, boosting tenant loyalty hinges on personalized, proactive, and convenient experiences—because happy renters are not just more likely to stay, they’re also more likely to spread the word.