Case Study: Preferred Apartment Communities boosts lease renewals and resident satisfaction with NICE Systems' CXone Feedback Management

Preferred Apartment Communities Pioneers Net Promoter Score in its Industry with NICE CXone Feedback Management

Preferred Apartment Communities (PAC), a REIT operating over 12,000 Class A multifamily units across 113 properties, faced a major challenge: its legacy resident surveys were inconsistent and provided limited, non-comparable insights, making it difficult to improve resident relationships or benchmark property and staff performance. Following a CEO directive to lead the industry in Net Promoter Score (NPS) methodology, PAC sought a way to link resident sentiment to lease renewals and operational priorities.

PAC implemented NICE CXone Feedback Management to run standardized NPS surveys 120 days before lease expiry, starting with a pilot in July 2021 and expanding portfolio-wide with daily collection and reporting to managers and executives. The program delivered actionable, apples-to-apples insights that drove root-cause fixes, increased renewals and resident satisfaction, improved Google review scores, and informed capital and staffing decisions—while enabling NPS to be tied to incentives and broader investment plans.

Preferred Apartment Communities

Maegan Taylor

Director of Market Intelligence