From Complaints to Compliments: 7 Ways to Wow Multifamily Residents

“A satisfied customer tells a friend; an unsatisfied customer tells the world.”

Let’s face it: if you search for utility-related complaints online, you’ll find plenty. We’ve seen it too—residents frustrated with rising bills and unclear charges, sometimes assuming Conservice is the utility itself. We get it. While we’re not a utility provider, we understand how easily that confusion happens, and we know that satisfaction across the utility experience is at a near 10-year low. The good news? Some companies are bucking the trend, and there’s a lot we can learn from them.

Now you might be wondering what that has to do with you, as a multifamily owner or property manager. Unfortunately, here’s the reality: fair or not, residents often lump you in with the utility companies. To them, you’re all part of the same problem.

But here’s the upside: there’s a surprising amount we can learn from utility companies that are bucking the trend. The 2024 J.D. Power Electric Utility Residential Customer Satisfaction Study reveals that despite record-high bills, some utility companies are still winning over customers.

What’s Behind the Numbers

It’s no mystery why customer satisfaction has taken a hit—residential electric bills have reached an all-time high. Since 2021, average costs are up 27%.

But not every utility is suffering. In fact, some have consistently led their regions in satisfaction. Check out if your provider made the list.

So what separates the high scorers from the rest? They focus on more than just the bill. Let’s break down the key satisfaction drivers—and what they mean for your business.

1. Trust

Trust is the foundation of every successful relationship, including the one between property owners and residents. It can’t be forced, but it can be built. Here’s how:

• Empathy: Show residents you genuinely care about their concerns. 
• Accountability: Don’t pass the buck—own the issue and follow through. 
• Competence: Demonstrate you know your stuff and can get things done. 
• Consistency: Treat everyone fairly and apply policies evenly. 
• Communication: Keep residents in the loop every step of the way.

For example, if a resident complains about high water bills, acknowledge their concern (empathy), double-check the charges (competence), and follow up with findings—even if it’s a standard bill (accountability + communication).

2. Safety and Reliability

Before you can wow your residents, you have to protect them. Safety and reliability are non-negotiable. Here’s some ways to level up:

• Eliminate hazards and routinely inspect properties for safety risks 
• Clear snow and debris promptly from walkways and common areas 
• Replace burnt-out lights without delay 
• Ensure all security systems function properly 
• Respond to issues quickly and professionally

3. Make It Easy

Today’s residents expect the convenience of digital-first service in their homes, just like they get from Amazon or food delivery apps. You can meet that expectation with:

• Online maintenance requests and reporting 
• Self-service resident portals 
• AI chatbots for instant answers 
• Smart locks and access control 
• Utility management partners to simplify payments and avoid shutoffs

4. Communicate Better, and Often

No one likes being left in the dark—especially when it comes to their home. Clear, timely communication builds trust and reduces frustration. Try this:

• Proactively notify residents about construction, repairs, or service interruptions 
• Update them during the process, and follow up afterward 
• Use multiple channels (email, text, voice messaging) to ensure delivery 
• Don’t just share problems—celebrate wins, too:
  • Highlight charitable work and community events 
  • Share your sustainability initiatives 

5. Invest in the Right People

Your team and vendors are the human face of your business—and the most powerful influencers of resident satisfaction. Best practices:

• Hire not just for skill, but for empathy and communication 
• Train your staff in customer service best practices 
• Vet vendors carefully. We can help. 

When residents feel respected and valued by the people they interact with, they’re far more likely to stay satisfied, even if issues arise.

6. Problem Resolution

Mistakes happen. But how you respond can turn a potential complaint into a glowing review. Effective resolution means:

• Making it easy for residents to report problems 
• Acknowledging reports promptly 
• Setting clear timelines for resolution—and sticking to them 
• Following up to confirm the issue is resolved 
• Communicating proactively if delays occur 

A transparent process helps residents feel heard and respected.

7. Measure and Market Your Progress

Improvement is only meaningful if you can track it. Conduct regular satisfaction surveys to identify trends and opportunities. Then, use what you learn:

• To refine your operations 
• To train your team 
• To showcase your strengths in marketing 

High satisfaction scores are more than a feel-good metric; they’re a powerful differentiator in a crowded rental market.

A Lease They’ll Love

Yes, utility costs are rising. But resident satisfaction doesn’t have to fall with them. By focusing on what residents really care about—trust, safety, convenience, communication, and service—you can turn frustrations into loyalty. As always, we are here to help.