Resident response reaction: customer satisfaction at the nation's largest apartment owner, AIMCO, has reached an all-time high in part because of its in-house online resident survey.

Units, April, 2008 by Bergeron, Paul R. III

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A visit to the basement can turn up just about anything. During one such trip, AIMCO and its Chief Property Operations Officer Jeffrey Adler found an effective method for surveying its residents, improving retention, building loyalty and improving employee morale.

Working out of AIMCO's e-commerce leader Jeff Anderson's basement one weekend about five years ago, the company created a simple, Web-based survey that is sent to residents during multiple touch-points. It measures staff effectiveness during a resident's first visit, move-in and maintenance ...