Lincoln Military Housing Earns All-Time High Score for Resident Satisfaction Honored with National Awards for Seventh Consecutive Year
March 02, 2021
Lincoln Military Housing (LMH) proves once again that its commitment and dedication to resident experience is one of the best in the industry. This year marks the seventh consecutive year that LMH has received the “Exceptional” Award from resident ratings of LMH communities.
To qualify for the National Company Award, LMH had to maintain a resident satisfaction score of 4.00+ out of 5.00 and have at least 100 surveys completed. LMH's overall score for the National Company award was 4.61.
“The SatisFacts surveys offer the families living with us an opportunity to provide feedback by answering a series of questions, which give our team insight into our performance while also identifying areas where we can improve,” said Philip Rizzo, COO, and CEO of LMH. “Our goal is to provide exemplary service for our military families. We appreciate them taking time out of their busy schedules to complete these resident surveys to help us keep an ear to the ground. The responses and results allow us to pivot, adapt, and shift to the needs of our military families. Being recognized as an award-winning company highlights that our team’s efforts to exceed expectations do not go unnoticed and I am proud to work with such a dedicated group of professionals.”
The SatisFacts survey measures the resident experience from move-in to move-out. Residents respond to surveys and score their interaction with office and maintenance staff on a 5-point scale. LMH then uses these scores to elevate resident satisfaction, retention, and overall community performance. The SatisFacts Index allows LMH to benchmark resident satisfaction compared to other Public-Private Ventures (PPVs) and conventional multi-family housing companies.
The LMH portfolio serves 36,000 military families on Army, Navy, and Marine Corps installations across the country. Highlights from the current survey illustrate LMH has consistently improved its resident experience. Year after year, more residents are engaging with LMH and completing the surveys, which ultimately helps improve the overall experience and quality of life for military families. From January 1, 2020 to December 31, 2020, LMH's Insite move-in and work order response survey scores increased 14.95% from 2019.
From 2015 to 2020, LMH has seen an increase of 49% in Exceptional scores. Exceptional scores range from 4.50-5.00.
Resident response rates have increased 77.77% from 2016 to 2020.
Since 2001, LMH has searched for answers to the pressing question, "How can the PPV industry provide the best possible experience for our military families?" To answer that, LMH leverages data-driven technology and ongoing relationships with DoD partners to improve the resident experience, streamline maintenance, maintain assets, and improve the sustainability of PPV homes.
SatisFacts is the leading provider of resident surveys, focusing on multifamily retention and reputation management. With over 15 years of experience and serving more than 3 million units nationwide, SatisFacts’ surveys provide actionable feedback to help increase resident satisfaction and property management companies’ overall bottom lines. To learn more about the services they provide, please visit www.satisfacts.com. SatisFacts is a division of Internet Brands®.