on July 8, 2025
Property Management Articles The financial health and growth of property management companies is more closely tied to resident experience than ever before. And perhaps it’s always been tied to resident experience—but now we have proof.
AppFolio’s recent research, “2025 Renter Preferences Report,” demonstrates renter preferences, satisfaction drivers, and trends impacting the rental market.
Below are a few takeaways from the report. To read the report in full, you can find it here
Maintenance Systems Are Important
Maintenance emerges as a significant factor in satisfaction with residents.
According to the report from AppFolio, residents satisfied with their property’s maintenance services are 73% more likely to renew their leases and 146% more likely to recommend their property managers. Effective maintenance significantly reduces churn, with satisfied residents being 38% less likely to consider moving. Timely responses and transparent communication regarding maintenance requests dramatically improve satisfaction levels, with 89% of residents attributing satisfaction to time it takes to complete a work order.
Handling maintenance quickly, efficiently, and thoroughly can lead to less churn and more recommendations. If you’re not happy with any one part of your maintenance systems or processes, Lula can help. Find out more how Lula can help your PM business become more efficient and profitable.
Communication with Renters
Communication has the greatest influence on whether residents recommend their property manager.
Residents who feel property management communication is responsive and clear are 169% more likely to recommend their property manager. Additionally, strong communication boosts renewal likelihood by 43%, underscoring that clear, proactive interactions can reduce costly resident churn.
Preferences for communication methods vary, with phone and email as most popular for emergency and non-emergency situations respectively.
Renter Experience Matters
Creating positive experiences begins from the application stage itself. While this likely won’t surprise many, seeing the data first-hand further underscores why the emphasis on experience—start to end—can save property managers time and unnecessary work.
The report finds that 95% of renters consider clear, transparent listings crucial, and 85% value an online application process. Furthermore, digital move-in services significantly enhance satisfaction, with 81% of renters finding online platforms useful during the move-in process. Lease-attached services like internet and renters insurance are highly valued, with nearly 80% of renters open to paying additional fees for such conveniences.
Technology is crucial in enhancing renter experience and satisfaction; residents satisfied with renter-facing technology are 87% more likely to recommend their property manager. Yet, there remains a significant gap between renters’ demand for these digital services and their availability, presenting an opportunity for property managers to differentiate themselves by expanding their technology offerings.
Maintenance is Easier with Lula and AppFolio
Lula’s integration with Smart Maintenance, by AppFolio, can dramatically improve your maintenance operations and resident experience. Automate workflows, resident coordination, and maintenance professional dispatch—seamlessly.
See how Lula integrates seamlessly with AppFolio to enhance resident satisfaction, streamline maintenance processes, and foster better resident relationships.
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
