The move-in experience sets the tone for the entire resident lifecycle, establishing a first impression that impacts long-term satisfaction and the ultimate decision to renew. AppFolio’s Renter Preferences Report found that 75% of residents surveyed experience several challenges during move-in, yet those satisfied with the process are 76% more likely to be happy with their property manager.
That focus on satisfaction is more critical than ever. In a competitive rental market where a surge in new supply has given renters the upper hand, winning and keeping residents has become a financial imperative.
“When an applicant signs a lease, they’re making a big financial commitment and naturally wonder if that experience will meet their expectations,” says Adam Feinstein, VP of Product at AppFolio. “That’s why move-in is a key moment that matters to transform onboarding from an experience that goes beyond checking boxes and focuses on building a genuinely welcoming first impression to their new home.”
Feinstein adds that many property managers struggle during onboarding, especially because their processes aren’t smooth or aligned with rising resident expectations. Technologies that automate and personalize these early touchpoints, however, can help property managers deliver stronger first impressions, and ultimately drive higher renewal rates.
Creating More Welcoming Resident Experiences
While digital checklists and reducing time to complete tasks are important, Feinstein says the real value is in automating the onboarding journey from start to finish, and introducing new services that residents have come to expect.
“We’ve teamed up with Second Nature to create onboarding tools that allow for lease personalization, making that experience feel more individual to each renter,” says Feinstein. “Residents aren’t overwhelmed by stacks of documents. Their lease is simple to understand, and they know what to expect from the start of the relationship.”
The ability to opt in to value-added services during onboarding also has the potential to build stronger relationships. Offering services like rent reporting to credit bureaus, for example, can make a meaningful difference in people’s financial lives and foster a greater sense of partnership.
Future Move-Ins Center on a Connected, Personalized Approach
When looking ahead, Feinstein envisions a hyper-personalized future for property managers and the renters they serve.
“A resident who has children or pets, for example, could receive personalized experiences that cater to those factors,” says Feinstein. “They might be welcomed with local insights about schools, parks, and community information.”
He adds that future move-ins could also include connected services that residents rely on – such as utilities or internet activation – being in place before they set foot in their new home, helping them feel welcome from the very start of the relationship.
When property managers work proactively, they can move beyond the norm of addressing issues as they come up to predicting residents’ needs and ultimately create experiences that keep them satisfied at every stage of the relationship.
About AppFolio
AppFolio is the technology leader powering the future of the real estate industry. Our innovative performance platform and trusted partnership enable our customers to connect communities, increase operational efficiency, and grow their business. For more information about AppFolio, visit appfolio.com.
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