Asking tenants what they really think

Most operators only hear what was wrong when a tenant gives notice. In Doory you set up a pop-up survey that members see after logging in, with an NPS score and room for an open answer. The manager sees the scores and the answers.

Why an email with a survey link doesn't work

Because hardly anyone opens it. In practice, a survey by email gets a handful of responses, usually from the people who already had a complaint. That gives you a skewed picture and too few answers to dare draw any conclusion.

Why a pop-up after logging in does work

Because you ask the question at a moment when someone is already in the portal anyway. One question, a score, and the option to type something alongside it. That takes ten seconds. It gets you enough answers to see differences between floors, between companies and between months.

What to do with an NPS, and what not to do

The score itself is not the goal. The figure is useful if you track it over time and have what people wrote alongside it. If the score drops in a building after a renovation, you know about it, and the open answers tell you why. That is the part you can use.

Don't take the figure too literally. A survey in a building with ten tenants gives you an indication, not statistics. Use it to start a conversation, not to prove a conclusion.

Where the answers end up

With the manager, with the scores and the open answers together. For a recurring pattern, for example five complaints about the temperature on one floor, that is a concrete action. For an individual complaint, it is a reason to call that tenant before they raise it themselves.

When to use it

Not continuously. A survey that is always there gets clicked away. Switch it on a few times a year, or around a moment where you want to know how something went down: a renovation, a new caterer, a changed cleaning schedule.