The Old Way: Send residents clunky 15 page surveys every 6 months that very few residents actually complete. > Miss out on important issues because of infrequency of the surveys > Spend hours reading through responses to glean insights.
The New Way with Flamingo’s Pulse Surveys & AI Sentiment Analysis: Flamingo sends 1 question surveys to residents at EVERY single point along their resident journey.
NOTE: To send custom surveys, How to Send Custom Surveys or Manual Surveys
Why we built it: You've probably been in a situation where a resident decides to move out and enters the reason why is something dissatisfactory having happened many months earlier and your team had no idea. Pulse surveys ensure you are always on top resident satisfaction and aren't waiting months to catch issue.
Here is How to Manage Your Resident Survey Program Using Flamingo
Step 1: Set up your survey settings: (we encourage you to keep the default Flamingo settings)
- Navigate to Dashboard.GetFlamingo.Com > Analytics > Select a survey - e.g. Happiness Survey > Survey Settings.
- On the survey settings page, you can edit the following things. Note that we don't recommend changing the default settings as Flamingo as carefully researched the best settings.
- Sending Settings - when the survey is sent
- Reminders - if a reminder is sent 24 hours later if the resident hasn't completed the survey.
- Survey Question Text: the text used in the survey that the resident sees.
- Tokens: you can use tokens to personize the surveys including with things like the resident's name. E.g. if you add the token "Resident First Name", then the survey text will include the resident's first name where you added it.
- Rating System Visual: you can select the visuals used for the survey.
- Stars: the rating system used here is a 1 to 5 star rating system.
- Smiley Faces: the rating system used here are smiley faces.
- Likelihood: only use this for the likeliness to renew survey. Do NOT use this for any other surveys.
- Rating System Text: you can edit the shown under each visual.
- How Come? Text: there is an optional field where residents can provide more details about the rating selection that they made. This texts allows you to select the question.
- Available Surveys: below are all the surveys sent and the cadence.
- Tour*: after a tour
- Move-In: 10 days after move-in
- Renewal Intent Survey: 1st of the each month
- Happiness Survey: 15th of each month
- Resident App: sent 2 months after their account confirmation
- Net Promotor Score (NPS): sent 9 months after lease start date
- Reason for Renewal: sent after a resident renews their lease
- Resident Event Survey: after every resident event
- Maintenance Ticket: after every maintenance request
- Office Ticket: after admin request is completed
- Move-Out: 10 days after move-out
- Custom Surveys: sent whenever you want
Step 2: Surveys are automatically sent to residents: The surveys pop up on the app including a push notification or residents get an email. Residents can respond or simply dismiss them. The surveys take less than a second to complete.
Step 3: Staff is automatically notified of responses requiring immediate response - by default, these are when a resident gives a response of 1/5 or 2/5.
Step 4: Any negative survey (less than 3/5) is automatically converted to a ticket that is then assigned to customer service staff to address.
Step 5: Assigned staff member can respond to the issue directly from Flamingo's ticketing system. Staff can message back and forth with resident until the issue is resolved and close.
Step 6: Better customer service leads to better online reviews, resident satisfaction, and resident retention.
*The team needs to upload the tour list for Yardi and RealPage