on July 6, 2026
Property Management Articles The financial health of a property management company runs through resident experience. That’s been true for years, but the 2026 data puts harder numbers behind it than ever: 39% of renters plan to move in the next 12 months, up from 35% in 2025. In a market with rising vacancy and renters holding more leverage, retention is the cheapest occupancy strategy you have.
AppFolio’s “2026 Renter Preferences Report” surveyed 3,002 US renters on what drives satisfaction, renewals, and recommendations. Below are the takeaways that matter most for your operation. To read the report in full, you can find it here.
Maintenance Is Still the #1 Driver of Satisfaction
Of every factor AppFolio measured, maintenance moves the needle most. Among residents satisfied with maintenance, 91% are satisfied with their property manager overall. Among residents unsatisfied with maintenance, that number drops to 63%.
The renewal math follows. According to the report, residents satisfied with maintenance are 81% more likely to plan to renew their lease, 36% less likely to be planning a move in the next 12 months, and 3x more likely to recommend their property management company.
Speed is the dividing line. 79% of satisfied residents report maintenance issues resolved within a few days or less, while 53% of residents who are unsatisfied with maintenance report waiting weeks or longer. The report also found that maintenance is the most common topic in both positive and negative online reviews, so every slow work order is a reputation risk, not just a churn risk.
Handling maintenance quickly, transparently, and on the first trip leads to fewer move-outs and more referrals. If any part of your maintenance operation isn’t performing, Lula can help. Find out how Lula makes PM businesses more efficient and profitable.
Communication with Renters
Communication is nearly as influential as maintenance. Residents satisfied with their property manager’s communication are 45% more likely to plan to renew, 27% less likely to be planning a move, and 3x more likely to recommend their property manager (85% vs. 28% of unsatisfied residents).
Channel preferences depend on urgency. 66% of residents want a phone call in an emergency, but for non-emergencies they shift to email (51%) and text (43%). Operators who force every interaction through one channel are creating friction their residents notice.
One newer finding worth attention: residents with access to an AI concierge report 86% satisfaction with their property manager’s communication, compared to 77% among those without automated assistance. Fast, accurate answers at any hour count as communication too.
Renter Experience Matters
The 2026 data shows the experience bar keeps rising, and it starts before move-in. 95% of residents say a clear, transparent lease-signing experience is important, with base rent, policies, and every service fee spelled out. 90% say a property management company’s online reputation is a vital factor in deciding where to lease. Satisfied residents would rate their property manager 4.1 stars on average; unsatisfied residents would give 2.4.
The biggest opportunity in the report is the gap between what renters want and what they can actually get. 84% of residents say an online portal is important, but only 59% have one. 64% value digital move-in services, but only 31% have access. Resident benefit packages show the widest gap of all: 78% of renters call them an important factor when evaluating a new rental, yet just 33% have access to one. That’s a 45-point delta, and 79% of residents say they’re willing to pay for services integrated into their lease.
For property managers, that gap is a differentiation play. The demand is documented. Most of your competitors haven’t met it yet.
Maintenance Is Easier with Lula and AppFolio
Lula’s integration with AppFolio’s Smart Maintenance puts the report’s #1 satisfaction driver on autopilot: automated workflows, resident coordination, and dispatch to vetted maintenance professionals, all inside the system you already use.
See how Lula works with AppFolio to speed up work orders, lift resident satisfaction, and protect your renewals.
Anything found written in this article was written solely for informational purposes. We advise that you receive professional advice if you plan to move forward with any of the information found. You agree that neither Lula or the author are liable for any damages that arise from the use of the information found within this article
Great info! Using tech to keep renters happy is a smart move. What’s the best tool for property managers to improve communication with residents?