By Amy Alexander

Published Dec 3, 2024

Updated Dec 3, 2024

In today’s competitive multifamily housing market, resident satisfaction begins with the move-in experience. A smooth move-in sets the tone for a positive relationship between residents and management, building the foundation for a strong community. Jefferson Apartment Group (JAG) has recognized the importance of this and actively integrates streamlined processes and technology to ensure that residents feel welcomed and cared for from day one.

The connection between move-in and retention

Research shows that a positive move-in experience correlates with long-term resident satisfaction. According to KingsleySurveys, 79% of residents who are satisfied at move-in remain satisfied at renewal, and 59% of those satisfied at move-in are more likely to renew their lease. Lindsay Rule, a training and marketing specialist at JAG, shared how JAG’s approach to move-ins centers on providing exceptional service.

“When everything runs smoothly on move-in day, residents start their experience with confidence,” said Lindsey. JAG leverages Updater Pro | Onboarding, move management technology, to create an organized, seamless move-in process, reducing friction and ensuring that every detail is accounted for. This attention to detail reassures new residents that their needs are being met and that they are moving into a community that values their comfort.

The role of communication

Effective communication is a key component of the move-in process. Linsey explained how JAG’s team prioritizes keeping residents informed throughout their journey, from the moment they sign their lease to the day they pick up their keys. “So we’ve really become more of a digital and interactive and better communication as well with our teams”, says Lindsay “for everybody able to see what everyone else is doing really at all times.” This proactive approach eliminates uncertainty and reduces stress, which is especially important given that 68% of renters believe having an in-person tour or orientation on move-in day is essential, according to a 2023 KingleySurveys.

By offering clear and consistent communication, JAG ensures that residents feel connected to the community before they even step through the door. This strengthens the relationship between management and residents, fostering trust and creating an environment where people feel comfortable reaching out for help or advice.

Building trust through technology

While personal interactions are crucial, technology also plays a significant role in creating a positive move-in experience. JAG uses Updater to track each resident’s progress with their move-in tasks, ensuring nothing is overlooked and the entire leasing team has easy access to the most up-to-date information. This transparency and accessibility give residents peace of mind that their move is being handled with care.

By reducing administrative friction, technology allows the on-site team to spend more time engaging with residents and building a sense of community. This is crucial, as 83% of renters say that the onsite team influences their decision to renew their lease, according to a 2023 KingsleySurvey. When residents see that management is both efficient and caring, they are more likely to feel like they belong in the community. “As far as the that [move-in] checklist that we used to do where it was just okay,” explains Lindsay “ Now we can see everything in one spot without having to go to a file or inbox.” which in turn, helps her and her team stay in touch with residents with ease.

Building a sense of community begins the moment a resident moves in. By focusing on communication and leveraging technology, JAG has successfully created a move-in process that not only eases the stress of moving but fosters long-term resident satisfaction. As property management companies look to create strong, lasting communities, investing in a seamless move-in experience is a crucial step toward success.

Amy Alexander

A Seattle transplant, Amy is passionate about B2B marketing, having led go-to-market strategies for both Fortune 500 companies and startups. Outside of work, Amy enjoys an active PNW lifestyle which includes kayaking and skiing. She’s also a proud mom to her son, who is currently attending Oregon State University, go Beavs!