A recent Zego Resident Experience Management Report surveyed 1,000 renters nationwide between February and March 2026 to learn how they interact with their apartment communities. The findings reveal a clear split: renters favor digital self‑service for routine, low‑emotion tasks, but demand human contact for disputes, billing concerns, and other high‑stakes issues.
Digital channels win for everyday transactions
When asked about routine administrative interactions—such as submitting maintenance requests, paying rent, or updating personal information—an overwhelming majority of respondents said they prefer a digitized, self‑service approach. The report describes these tasks as “transactional, predictable and low in emotional stakes,” making speed and autonomy the top priorities.
Well‑designed resident portals and mobile apps that allow renters to complete these actions without a phone call or email free up property‑management staff to focus on higher‑value work. The same principle applies to any business: automating routine interactions improves efficiency and meets customers where they want to be.
Human contact essential for complex or emotional matters
In contrast, the survey shows a dramatic shift when the interaction involves conflict, consequence, or complexity. For scenarios such as neighbor disputes, billing questions, or any issue that could have financial or emotional impact, renters overwhelmingly prefer human‑only contact. The report notes that these moments require “someone who can listen, interpret context, exercise judgment and take ownership of the outcome.”
This preference is not driven by a dislike of technology or generational habits; rather, renters make a rational assessment of what each situation demands.
What renters value most in a community manager
When respondents were asked which qualities they value most in a community manager, “effective problem resolution” topped the list. Accessibility—being able to reach a manager quickly—was seen as a baseline expectation, while the ability to resolve issues thoroughly distinguished good service from great service.
A manager who answers the phone promptly but cannot settle a dispute merely meets the minimum bar. In contrast, a manager who listens carefully, investigates thoroughly, and delivers a clear resolution builds lasting trust and loyalty among residents.
Implications for businesses beyond multifamily housing
The Zego data, while collected from renters, offers universal insights for any customer‑facing organization. Companies should invest in robust digital infrastructure to handle routine interactions efficiently, while maintaining skilled human staff ready to step in for complex, high‑impact situations.
By aligning service channels with customer expectations—digital for speed, human for empathy—businesses can improve satisfaction, reduce friction, and foster stronger relationships with their clientele.
Key takeaways
- Renters want digital self‑service for predictable, low‑emotion tasks.
- Human interaction is preferred for disputes, billing issues, and other high‑stakes matters.
- Effective problem resolution is the most valued trait in a community manager.
- Businesses should blend digital efficiency with human empathy to meet modern customer expectations.
The report was produced by Zego and distributed by Stacker. The original article appeared on News Channel 3‑12.
Original reporting: KEYT (Ventura/Santa Barbara) — read the source article.
