lead generator 2017 - regions

REGIONAL PREFEREN

CES

PART TWO

2017 TODAY’S ONLINE RENTER STUDY

New England (Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, Vermont) 1.6%

Mid-Atlantic (New Jersey, New York, Pennsylvania) 2.1%

South Atlantic (DC, Delaware, Florida, Georgia, Maryland, North Carolina, South Carolina, Virginia, West Virginia) 39.6%

East South Central (Alabama, Kentucky, Mississippi, Tennessee) 1.4%

West South Central (Arkansas, Louisiana, Oklahoma, Texas) 6.9%

East North Central (Illinois, Indiana, Michigan, Ohio, Wisconsin) 13.8%

West North Central (Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, South Dakota) 3.4%

Mountain (Arizona, Colorado, Idaho, Montana, Nevada, New Mexico, Utah, Wyoming) 10.7%

Pacific (Alaska, California, Hawaii, Oregon, Washington) 20.7%

REGIONAL BREAKDOWN

HOW THEY SEARCHEDDid you use a smart phone or tablet to help research during most recent

apartment search for a new apartment?

New England Mid-Atlantic South Atlantic East South Central

West South Central

East North Central

West North Central Mountain Pacific

69.2% 66.7% 63.5% 73.5% 76.9% 67.5% 70.1% 65.8% 72.0%

2017

67.5% 60.1% 26.3%

2015 2011

WHEN THEY SEARCHED


West South Central

East North Central


78.6% 71.4% 82.4% 89.5% 77.5% 83.4% 84.9% 80.5% 77.0%

Did you visit your current apartment community’s website before contacting the community office directly to speak to someone about renting there?

2017

80.8%

WHAT THEY WANT TO SEE(topics scoring 4.00 and above)

Rank New England

Mid-Atlantic

South Atlantic

East South

Central

West South

Central

East North

Central

West North

CentralMountain Pacific

1 Apartment floor plans/design 1 2 2 2 1 2 1 2 3

2 Current availability of apartments 4 1 3 4 4 3 5 5 2

3 Information on the community's apartments, facilities and location 5 4 5 5 5 2 4 5

4 Photographs of the apartments and community 3 5 4 3 3 1 3 3 4

5 Rents and specials 2 3 1 1 2 4 1 1

6 Able to easily communicate with the apartment community staff 5 4

SOURCES USED

New England Mid-Atlantic

South Atlantic

East South Central

West South Central

East North Central


Online apartment listing/shopping website (like Apartments.com, Zillow.com)

70.7% 78.2% 72.3% 71.4% 63.5% 79.9% 77.8% 74.2% 79.9%

Apartment community's (or management company's) website

80.5% 70.9% 74.4% 74.3% 67.4% 70.2% 68.9% 67.0% 65.8%

Driving in neighborhoods I want to live in53.7% 47.3% 61.0% 54.3% 61.8% 45.3% 66.7% 62.7% 56.1%

Search engine (like Google, Yahoo, Bing, City-Data, etc.)

58.5% 43.6% 46.4% 54.3% 54.5% 52.6% 61.1% 48.7% 55.3%

Ratings and reviews website (like ApartmentRatings.com, Yelp)

46.3% 41.8% 50.0% 51.4% 41.0% 41.7% 36.7% 45.9% 43.4%

Referrals (friends, co-workers)58.5% 45.5% 45.1% 25.7% 37.6% 45.3% 41.1% 39.1% 37.3%

Printed apartment guide (like Apartment Finder, For Rent Magazine)

.0% 14.5% 18.4% 25.7% 10.1% 8.1% 22.2% 17.6% 11.9%

Apartment community's (or management company's) social networking page (like Facebook)

12.2% 9.1% 14.5% 20.0% 14.0% 18.7% 17.8% 8.6% 13.2%

Newspaper advertising.0% 5.5% 4.6% 5.7% 2.2% 4.1% 2.2% 2.9% 3.3%

Printed flyer.0% .0% 2.0% 2.9% 1.1% 2.4% 2.2% .7% 1.8%

Yellow pages.0% .0% .6% .0% .6% 1.4% 1.1% .7% .4%

WHAT MATTERS MOST

STAND OUTS

New England – online service requests

East South Central – response time to emails or voice mails

West North Central – perception of quality customer service

1 Viewing the actual apartment I can lease

2 Ability to pay rent online if there is no convenience fee

3 Response time to your emails or voice mails

4 Perception of quality customer service

5 Ability to submit service requests online

6 Ratings/reviews of community available

Impact on rental decision

IMPACT OF FEATURESImpact of community features and amenities

(topics scoring 4.00 and above)

Rank New England

Mid-Atlantic

South Atlantic

East South

Central

West South

Central

East North

Central

West North


1 Laundry (for example in-unit, community laundry room, etc.)

1 1 2 4 3 3 2 2 1

2HVAC (heating, ventilation, and air conditioning)

2 2 1 3 2 1 1 1 3

3Appliances (for example dishwasher, gas range, etc.)

3 4 3 2 4 2 3 3 2

4 Interior features (for example walk in closets, hardwood floors, etc.)

4 3 4 1 1 4 5 4 4

5Parking (for example garage, assigned spot, etc.)

5 5 5 5 5 4 5 5

6 Exterior features (for example balcony, patio, etc.) 6 6 6 5 6 6 6

SIGHT UNSEEN

Did you rent your current apartment without visiting the community prior to renting it?


West South Central

East North Central


7.1% 8.9% 13.3% 10.5% 11.2% 13.9% 14.0% 11.7% 13.0%

2017 2015

12.7% 10.7%

Overall Results

PREFERED METHOD OF CONTACTRank New

EnglandMid-

AtlanticSouth

AtlanticEast

South Central

West South

Central

East North

Central

West North


1 Email 88.4% 83.9% 88.0% 73.0% 87.7% 91.7% 87.1% 83.1% 89.3%

2 Cell Phone 79.1% 73.2% 73.4% 78.4% 74.9% 73.3% 73.1% 74.5% 71.9%

3 Text Message 46.5% 51.8% 46.8% 37.8% 62.6% 49.9% 52.7% 56.2% 49.8%

4 In-Person 18.6% 21.4% 26.8% 21.6% 25.1% 18.7% 18.3% 27.6% 29.2%

5 Home Phone 2.3% 10.7% 12.6% 2.7% 4.3% 7.7% 7.5% 5.9% 9.1%

6 Website/Property Portal 7.0% 7.1% 9.9% 10.8% 12.3% 8.8% 11.8% 6.2% 9.4%

7 Mail 2.3% 5.4% 9.1% 5.4% 7.0% 6.7% 8.6% 6.9% 10.0%

8 Work Phone 2.3% 8.9% 5.7% .0% 3.7% 3.7% 3.2% 2.1% 2.3%

9 Chat (LiveChat, Skype, FaceTime, etc.) .0% 1.8% 2.9% 10.8% 6.4% 1.6% .0% 2.4% 2.5%

10 Social Networking Sites (Facebook, Twitter, etc.) .0% .0% 2.2% 2.7% 4.8% 2.1% .0% 3.1% 3.4%

Rank New England

Mid-Atlantic

South Atlantic

East South Central

West South

CentralEast North

CentralWest North


1 Pay rent 90.7% 87.5% 80.9% 73.0% 83.3% 86.7% 81.7% 80.5% 82.9%

2 Submit service requests 81.4% 66.1% 75.7% 73.0% 78.0% 79.5% 73.1% 71.1% 74.1%

3Communicate with the community staff

41.9% 39.3% 48.2% 43.2% 50.5% 43.7% 47.3% 46.3% 49.2%

4 News/updates about the apartment community from the community staff

55.8% 50.0% 42.4% 45.9% 43.5% 42.4% 45.2% 37.3% 44.2%

5 Schedule of community social events and activities 41.9% 33.9% 31.3% 35.1% 29.6% 33.1% 31.2% 25.4% 29.0%

6 Provide or read ratings/reviews of your experience at the community

23.3% 17.9% 22.8% 45.9% 20.4% 20.5% 15.1% 18.5% 20.1%

7 View or post "classifieds" 27.9% 16.1% 16.3% 16.2% 16.7% 18.7% 20.4% 15.3% 20.8%

8 Communicate with residents 18.6% 12.5% 14.3% 18.9% 13.4% 11.2% 8.6% 11.1% 17.1%

9 Would not use the community's website .0% .0% 6.0% 10.8% 5.9% 3.7% 8.6% 7.7% 6.4%

COMMUNITY PORTAL

IMPACT ON RENEWALS

Rank

New England

Mid-Atlantic

South Atlantic

East South

Central

West South

Central

East North

Central

West North


1 Value received for the rent that you pay 1 1 1 1 1 1 1 1 1

2 Sense of safety and security at the community 5 3 2 2 2 3 3 2 2

3 Quality of the maintenance services provided 3 2 3 3 3 4 5 3 3

4 Appearance and condition of my apartment 2 5 4 6 4 2 4 4 4

5 Quality of customer service provided by the office staff 6 6 5 5 5 5 2 5 5

6 Appearance and condition of the apartment community (buildings, grounds, landscaping) 4 4 6 4 6 6 6 6 6

(topics scoring 4.00 and above)

KEY TAKE-A-WAYS

CUSTOMIZE VALUEZMOT

UPCOMING SESSION

Part Three

March 16th

Social Media Matters

THANKS FOR ATTENDING!

lead generator 2017 - regions

Real Estate