Financial
Know Your Residents
CLS
EMI
ESC
100
The category under maintenance expense that we were over budget the most.
What is plumbing?
100
This apartment has continually flooded during heavy rain storms.
What is 1014A
100
This is our current CLS score.
What is 51.7
100
This is the company goal for EMI
What is 80
100
This is what determines your ESC score
What is the prospect survey?
200
As of November, year over year we increased this by 7.9%.
What is total rental income?
200
This long term resident loves to feed the squirrels and the birds.
Who is Diane Grazulis or 514B
200
This is being left behind for the resident when a service request is completed.
What is a piece of candy?
200
We had 202 service requests in November. This many were for new move ins.
What is 5?
200
These 4 programs are listed on the prospect survey
What are the resident portal, flexible living options, total satisfaction and Express Service
300
This percentage is the expected SODA recovery amount?
What is 40%?
300
This resident has verbally assaulted maintenance and has been seen throughout the community unclothed.
Who is Sherri Steiner or 1214B?
300
This question is the only question that determines our CLS score
What is question 1 or overall how satisfied are you living with us.
300
We received 1 welcome home survey in the month of November. This was our clean and fresh score.
What is 5.0?
300
This employee has the highest ESC score
Who is Denae
400
Total turnover expense minus turnover other divided by number of move outs equals this.
What is cost per turn
400
This resident came back from a brain tumor and blindness and now visits us several times a week.
Who is Patricia or 1517B
400
This was our check up survey score for the month of October
What is 0?
400
This was our EMI score for the month of November.
What is 85?
400
This is the goal for our ESC score and this is the company average.
What is 90 and 84?
500
Year over year and year to date are the two types of this that we focus on
What is budget variance?
500
This person is our longest standing resident.
Who is Wayne or Jim Moulten 733A
500
As a team this is what we have focused on the improve our CLS score.
What is communication?
500
This is the tool the service team uses to ensure an exceptional move in.
What is the EMC 365?
500
These two areas carry the most weight in your survey score.
What is overall interaction and asking for a deposit?
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