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Tenant satisfaction survey template

Hear how tenants feel about living here, long before the lease is up

Six questions for your residents: overall satisfaction, ratings for repairs, common areas, communication, safety and value, anything waiting to be fixed and whether they plan to renew. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this tenant satisfaction survey tells you

A tenant satisfaction survey asks residents how living in your property really feels, across the parts your management controls. This template asks six questions in about a minute and a half: an overall rating, a grid for repairs, cleanliness, communication, safety and value for the rent, how long they have lived there, open repairs, a recommendation score and their renewal plans.

It is written for an email to every tenant on your list twice a year, with the overall rating inside the email. The same template also runs as a link in your tenant newsletter, as a QR code on a lobby or laundry room poster, or as a popup in your tenant portal when the portal runs on your own domain.

Every written answer is read as it arrives and filed under a category from your list, such as maintenance and repairs or building and common areas, with a type and an urgency, so a leak reported in the survey reaches the right person first. Results shows a heat map of the grid, the recommendation score over time and the share of tenants leaning toward renewing.

In an emailAs a linkOn your websiteAs a conversation
Questions
6
Time to answer
About 2 minutes
Written for
An email to every tenant, twice a year
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 6 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 6 · Stars

Overall, how satisfied are you with living here?

Why ask it
One overall rating gives you the number to track from one round to the next, before the details. With a copy of the survey per building, it also lets you compare properties.
What you learn
The average, a bar per rating and the share who rated 4 or higher, compared with the period before, so you can see whether the spring round is better than the fall.
Make it yours
Keep it first, so tenants can answer inside the email with one tap.
Question 2 of 6 · Matrix · Optional

How would you rate the following?

Why ask it
The overall rating says how tenants feel, and the grid shows where that feeling comes from. Each row is a part of the service your team can change, from repair speed to value for the rent.
What you learn
A heat map per row with row averages, so the weakest row stands out at a glance. On phones the grid shows one row at a time, so it stays easy to answer.
Make it yours
Rename rows for your property, such as parking, package rooms or the gym, and add a Not applicable column, which is left out of the averages, for tenants who never use one of them.
Question 3 of 6 · Multiple choice

How long have you lived here?

Why ask it
Tenants in their first year and those who have stayed five years often want different things. The answer lets you read every other question by length of stay.
What you learn
A donut with the share of each length of stay. Select Less than a year to see how new tenants rate repairs and whether they plan to renew.
Make it yours
Match the ranges to your leases, for example adding six months for furnished or short lets.
Question 4 of 6 · Text · Optional

Is anything in your home waiting to be fixed?

Why ask it
Many tenants live with a dripping tap or a broken blind instead of filing a request. Asking directly brings out the small jobs that grow into move-outs.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends. Usertick also gives each response an urgency, so a leak or a broken lock is flagged first.
Make it yours
When the survey goes out by link, ask tenants to name their unit in the answer, so your maintenance team can find the job.
Question 5 of 6 · NPS

How likely are you to recommend living here to a friend?

Why ask it
Whether a tenant would recommend living here sums up the whole experience in one score you can track. The tenants who score low are the ones to call before their lease comes up.
What you learn
The score, promoters minus detractors, with a bar of detractors, passives and promoters and a score line over time, so each round adds a point to the trend.
Make it yours
Read each low score next to that tenant's grid answers, which often point to the reason.
Question 6 of 6 · Multiple choice

Do you plan to renew your lease?

Why ask it
Renewal plans are the answer that reaches your budget. Five steps from Yes to No catch the undecided tenants, who are the ones a conversation can still keep.
What you learn
A donut with each share and count, and stacked shares over time. Select Not sure yet or Probably not to narrow the page to those tenants and see what they rated low.
Make it yours
Ask your property manager to call every tenant who chose Not sure yet within a week of the answer.

What the answers show

Results turns each question into numbers you can follow week by week.

Overall, how satisfied are you with living here?

The average rating and the share who gave 4 or 5 stars, against the period before.

How long have you lived here?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Do you plan to renew your lease?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Tenant satisfaction in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Pick two fixed months

    Send a round in the same two months each year, such as April and October, so the trend compares like with like. Sends don't repeat on their own, so schedule each round from Usertick up to 30 days ahead.

  2. 02

    Give each building its own survey

    Results doesn't split answers by building, so run one copy per property. A dashboard can then show the buildings side by side.

  3. 03

    Route repair answers to maintenance

    Assign every response that names an open repair to your maintenance lead in the inbox, and set its status when the job is done. On every plan, a workflow can post new answers to Slack or Microsoft Teams.

  4. 04

    Tell tenants what changed

    Share two or three changes made because of the last round in your next newsletter, so the next survey reads as worth answering.

Churn surveysReal estate surveysEmail surveysLiving there questions

More retention templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

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RetentionCoworking spaceLearn how members rate your space, from desks and noise to community, and what would keep them another year. Send it every six months.
RetentionLease renewalWhen the renewal offer goes out, learn how fair the new rent feels and what would make tenants stay. Send it with the renewal offer.
RetentionExit intentAsk visitors why they're leaving, and find what stops them from signing up or buying. Show it on exit intent, on your key pages only and to first-time visitors.
RetentionWeekly customer pulseA light weekly check on how customers feel about your product and how confident they are using it. Show it in the app once a week to active users.

Frequently asked questions

Twice a year gives you a trend without asking too often. Between rounds, a short survey after each repair tells you how maintenance is doing.

Yes, when the survey goes out by link or QR code with anonymous responses turned on: no user ID, traits or visitor ID are stored with the answers, while the country and a salted hash of the IP address are kept. A survey sent through Usertick email ties each answer to the tenant's contact, so send an anonymous round by link.

Every adult named on the lease, imported as contacts from a CSV file. Usertick's terms don't allow surveys aimed at people under 16, so leave children in the household out.

Select Probably not and No in Results to see their ratings and written answers, then call them while there is time to fix what they rated low. Some will still leave, and their reasons show what to change for the next tenant.

Yes, with one copy of the survey per building or a question that names the building. Selecting a building's answer filters the whole page to its tenants.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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