Maintenance Metrics
Target Turn Time: 8.5 Days
What is an NPS, or Net Promoter Score?
Net Promoter or Net Promoter Score is the percentage of customers rating their likelihood to recommend a company, a product, or a service to a friend or colleague
What does the acronym KPI stand for?
Key Performance Indicator
What does NRR stand for?
Net Rental Revenue: Rental revenue net of concessions
What is an IDEAL audit score that every property wants to attain?
1 (Rated on a scale of 1-5)
What is Villa Coronado's Actual Turn Time for December?
6.8 Days
Prospect, Move-In, MSR
What platforms are weighed and factored in to make up a combined Reputation Management score?
Google and Yelp
What does COE stand for?
Controllable Operating Expenses
What are at least 5 areas of our business that are officially audited?
Move-Ins, Final Account Statements, Move-Outs, OST's, Renewals, Evictions/Pay & Stays, Renters Insurance, VOR, Delinquency, Applicant Screening, Payment Plans, Ledger Adjustments, Lease Terminations, Collections
What is our target cost per turn? (in dollar amount)
$1,612
*Calculation: YTD actualized Turnover Expenses divided by YTD number of Turns.
What is an example of an NPS category that we might get a score back on?
Relationship, Move-In, MSR, Prospect
What does PQI stand for?
Property Quality Inspection
What is ONE example of a COE?
Advertising & Promotion, General & Administrative, Maintenance Building costs, Maintenance Grounds costs, Marketing, Payroll, Utilities, Reimbursed Expenses
What is required to now be included in an uploaded renters insurance policy per audit?
Property’s legal entity (as indicated on the lease agreement) and main office address listed as an “additional interest / interested party”
What are at least two examples of keeping our cost per turn down in order to get closer to our cost per turn goal?
*in-house paints
*in-house drywall repair
*carpet clean vs. replacement
*in-house decons
*checking warranty on services/applicances
What is our target NPS score for Prospect?
80.0
Why is it extremely important to make sure that before a new resident moves in, the home is up to ICAC quality standards? (Hint: Specific KPI)
Units W/O MSR W/I 10 Days of M/I *OR* Move-In NPS
What does ADO stand for?
Average Daily Occupancy
What audit point on a resident file is *required* by the help of a service manager or technician?
Happy-Co Link (Pre-Move Out Inspection and Final Move-Out Inspection)
What is a controllable operating expense that YOU have direct impact on?
Keeping your timecards on track, being mindful of lunch penalties and overtime
DOUBLE JEOPARDY! What is our target NPS score for MSR? (Bonus Double Jeopardy: What is our NPS score right now for MSR?)
60.0, 83.7
What is a monthly responsibility the Service Manager has to complete with the team in order to be KPI compliant?
Safety Observation Completion
What does NRRPOU stand for?
Net Rental Revenue per Occupied Unit: The average lease rent of every unit minus monthly concessions (Conventional and BMR)
Per audit, which step has to be completed in a OneSite file by the leasing consultant if the applicant qualifies for a "special/discount"?
Complete Custom Fields section