You’ve probably heard the saying, “You can’t manage what you haven’t measured.” What exactly do you do once resident satisfaction has been measured? The data within your resident survey results can pave the road for a more profitable and enjoyable property—if you optimize use of the data.   Make a Plan Before you issue the survey, get team leaders onboard with the process. When leaders are vested in the survey, they will provide enthusiasm, structure and accountability among staff members. Enthusiasm for surveys may be hard to muster. If your leadership sees surveys as a public roast, they are less inclined to throw themselves on the chopping block. The first step is to change the way that the staff sees surveys. Kristin Van Ramshorst, Social Media Specialist at Yardi, encourages clients to see all feedback as good feedback. “Any feedback – positive, negative, or in between – is good feedback and a way to offer better customer service,” says Van Ramshorst. “Respond to negative feedback in a way that is timely, empathetic and identifies solutions. Often times responding in a timely manner can also deescalate complex resident complaints and take the conversation offline faster.” Your plan may also include a strategy for compensation and responsibility dissemination. Consider: Will your property have specific hours for responding to issues brought up in the surveys? How will your staff be compensated for responding outside of normal business hours? Outside of normal business hours, are auto-response messages (i.e. Facebook Messenger) a good option for your property? If there are technical or legal issues reported in a complaint, which individuals at your company or corporate will you escalate the inquiry to? What resources (i.e. training, staff, equipment) do you currently have available at your property to respond to social...