Topic: Maintenance follow-up surveys

Does anyone here follow-up with tenants after tenant requested work has been completed in their homes? If so, would you share examples of the questions you ask and what you have found to be the best way to initiate this contact?

We do not have a way through our website to request work orders or to do any kind of survey. I was thinking of cold calls, but don't want to bother them at work.

We use SatisFacts platform. Sends a survey after each service request closed. Any survey that comes back with a 4/5 or lower gets a follow-up. Surveys scoring 5/5 get staff positive reinforcement from managers.

www.satisfacts.com/

David

Please see attached form. I suggest printing out a form similar to this one and stapling to each service request for the maintenance staff to leave behind after completing the work order. Hope this helps!

Here are a few questions you can consider. Keep the follow up surveys as short and concise as possible. Also consider what type of information you want that will be beneficial. Decide on your service metrics and then take the data collection from there.


How would you rate the overall experience with your service request?
How long did it take for your service request to be completed (less than 24hrs) – (24-48 hrs) – (48-72 hrs) – (write in how long __) – (not completed)
How satisfied are you with the quality of work/repair? Poor-good-very good - excellent
How satisfied are you with the professionalism of the technician?
Would you like to provide more feedback by answering a few more questions?
How did you submit your service request?
How do you prefer to submit a service request? Face to face – email – phone, text or other
Did the technician leave their work area clean?
What we can do to improve our service?

Thank you all for chiming in with this!

I like the personal touch of a phone call to follow up. Leaving a message is fine. At least you reached out. You want to make sure the issue has been resolved to their satisfaction.