Surveys after moving in, when leaving and each year
SmartMy asks each tenant how it went a week after they move in, the day after they leave and once a year. A Poor or Fair answer gives the property manager a to-do to call them.
PLANSFrom Growth
The problem it solves
- You hear about an unhappy tenant only when they hand in their notice.
- Nobody remembers to ask leavers why they went.
- Feedback sits in emails and is never counted by property.
How it works
- Every day SmartMy looks for tenants who moved in seven days ago, left yesterday, or reached another year in their lease.
- It makes a short survey for each and sends the tenant a message with a link to a private page.
- The tenant gives a rating from Poor to Excellent, says whether they would recommend you, what is not working, and any other comment.
- A rating of Poor or Fair gives the property manager of the building a to-do to follow up.
- In Lease > Operations > Tenants > Tenant Surveys you read the answers, tick Followed Up after you call, and see ratings by kind in the pivot.
- A survey not answered within 30 days expires.
Everything it does
When surveys go out
- After Moving In: seven days after the tenant moved in
- When Leaving: the day after the tenant moved out
- Yearly: on each anniversary of a running lease's start
- At most one move-in and one leaving survey per lease, and one yearly survey in 300 days
The survey page
- A private link with no login; it opens only for that survey
- Rating: Poor, Fair, Good, Very Good, Excellent
- Would recommend us: Yes, Maybe, No
- What is not working, and other comments
- It can be answered once; then it is closed
Following up
- Poor or Fair: a to-do for the property's manager, or else the lease's salesperson
- Filters: Answered, Unhappy, To Follow Up; group by kind or rating
- Pivot of ratings by kind of survey
- Followed Up tick on each survey
Status
- To Send, Sent, Answered, Expired (30 days after sending)
Who uses it
TenantAnswers the short survey from the link.
Property managerCalls unhappy tenants and ticks Followed Up.
Lease ManagerReads the ratings by kind and property in the pivot.
Where you use it
- Web: Lease > Operations > Tenants > Tenant Surveys
- Survey page: a link in the message, on any phone or browser, no login
- Not in the SmartMy Lease app as a screen: the tenant opens the link from the message
What you control
Settings
- No settings: the timing (7 days, the day after leaving, yearly) and the 30-day expiry are fixed
- The wording of the message is a notification template you can change
Notifications
- How Are We Doing?: to the tenant with the link, by email and in the app, sent when the survey is made
- Each person can switch off a channel, such as email, for themselves; in-app notices always arrive
Questions
Can I change the questions?
No. The survey has a fixed set: a rating, would you recommend us, what is not working and comments. That keeps answers comparable across buildings.Can I send a survey by hand?
Surveys are made by the daily run. A survey still waiting to be sent can be sent with Send.What happens with a bad rating?
Poor or Fair gives the property manager a to-do to follow up. Tick Followed Up once you have called.Do short-stay guests get it too?
The run looks at every rental of a unit, so a guest whose stay matches the timing can get the move-in or leaving survey.Which plan has it?
Growth and above.Related features
TENANTSNotices with proof of sending, read receipts and emergenciesWrite a notice to one tenant or to every tenant of a building from your own templates. SmartMy records when it went, how it was served, the proof, and who has read it.TENANTSTenant pages on the webTenants sign in on any browser to see their lease, what is billed when, the deposit, their bills, requests, notices and cheques. They give notice to vacate and answer a renewal offer there too.REPORTS AND AIMaintenance, vendor and leasing funnel reportsSee where repair money goes by property and kind of work, and which repairs ran late. See what each vendor did and cost, and how enquiries turn into leases.ACROSS SMARTMY LEASENotificationsTenants, guests, members, owners and vendors hear about bills, payments, cheques, checks, notices, repairs and lease dates, and your team hears what needs them. Email and the in-app inbox work with no set-up; a few rental events can also go by WhatsApp or SMS.CHECKS, DEPOSITS AND REPAIRSRepair requests with service levels and work ordersTenants report repairs with photos from their page or the app. Each request gets a category and urgency, and respond-by and fix-by times from your service levels. It also gets work orders to vendors, a recharge to the tenant when they pay, and the tenant's rating.
See your buildings on it.
Tell us how many properties and units you have, whether you let your own or manage for owners, and how rent is paid today. We will set up your portfolio with you on SmartMy Lease.