A recent Zego Resident Experience Management Report reveals clear preferences among renters for how they interact with their apartment communities. The survey, conducted with 1,000 renters between February and March 2026, shows a split between digital efficiency and human empathy.
Digital self‑service for routine tasks
When asked about everyday administrative matters—such as paying rent, submitting maintenance requests, or updating personal information—renters overwhelmingly chose digitized self‑service options. Respondents praised the speed, convenience, and autonomy of online portals and mobile apps, noting that these tools free up time and reduce the need for phone calls.
Human contact for complex or emotional issues
Conversely, the survey found a strong preference for human interaction when the matter involved conflict, financial consequences, or nuanced judgment. Situations like neighbor disputes, billing questions, or any issue that could escalate prompted renters to seek a live person who could listen, interpret context, and take ownership of the outcome.
What renters value most in a community manager
The single attribute that rose above all others was effective problem resolution. Renters expect to reach a manager quickly; accessibility is a baseline. However, true satisfaction comes from managers who not only respond promptly but also resolve issues thoroughly and clearly, building lasting trust.
Implications for businesses
These findings extend beyond multifamily housing. Any organization that serves customers can apply the same principle: provide robust digital channels for predictable, low‑stakes interactions, and maintain skilled human staff for high‑impact, emotionally charged situations. Investing in both channels ensures operational efficiency while delivering the empathy that drives loyalty.
Takeaway
Responsiveness is now a table‑stake expectation; effective resolution is the differentiator. Companies that balance digital convenience with human compassion will meet modern customer expectations and foster stronger relationships.
Original reporting: KTVZ (Central Oregon) — read the source article.
