What do renters demand in an apartment? What do they expect? And what could we consider "icing on the cake," maybe something unexpected that really goes a long way?
Google Kano Model and we can being to answer those questions.
Property managers really want renters to be happy. Think about it-- a happy renter is one who pays on time, is probably clean and friendly to the property, and is likely to stay in a lease arrangement longer. And it's easier to keep a renter happy from day one than to convert an unhappy tenant after some unpleasantness.
So, if Ekot can deliver a product that exceeds a renters expectations, then we are on our way to tenant-landlord bliss!
Manufacturers who use the Six Sigma model of management are also interested in customer satisfaction, and often rely on the Kano Curve.
The x-axis here represents what Ekot puts into a unit, the y-axis, how much the renter appreciates it.
The straight blue diagonal represents those things that we try to do well when presenting and providing a unit for tenancy. For example, a nice paint job increases satisfaction, but it takes more time and money. New carpets are frequently installed, and carpet is expensive; but a bigger investment increases happiness.
The red line represents the things that are the bare minima. Doing them really well (more investment) doesn't really increase satisfaction, but doing them poorly would turn away potential renters. For instance, if we equipped a studio apartment with a $5000 four-door refrigerator with multiple climate zones and "Star Display that uses LED lighting to shine through pinholes to display temperature settings" (actual feature), it probably wouldn't make the tenant much happier than a simple refrigerator. But a working fridge is a must, and the lack of one would send her looking elsewhere.
Finally, the green line represents "delighters," those features that are pleasant surprises and return a lot of happiness for relatively little investment. Three examples come to mind. Free wi-fi is always a hit. An elegant and well-done tile job in the kitchen or bath makes renters feel more like owners. And wood flooring is replacing carpet in many of our units because it becomes an unexpected delight to potential tenants and gives us a leg up on competition who is sticking with boring old carpet (that's sooo oughts!)
The Kano Model is helpful for us to define what is a must-have, versus an unexpected delight.
What are your pleasant surprises as a renter?
Google Kano Model and we can being to answer those questions.
Property managers really want renters to be happy. Think about it-- a happy renter is one who pays on time, is probably clean and friendly to the property, and is likely to stay in a lease arrangement longer. And it's easier to keep a renter happy from day one than to convert an unhappy tenant after some unpleasantness.
So, if Ekot can deliver a product that exceeds a renters expectations, then we are on our way to tenant-landlord bliss!
Manufacturers who use the Six Sigma model of management are also interested in customer satisfaction, and often rely on the Kano Curve.
The x-axis here represents what Ekot puts into a unit, the y-axis, how much the renter appreciates it.
The straight blue diagonal represents those things that we try to do well when presenting and providing a unit for tenancy. For example, a nice paint job increases satisfaction, but it takes more time and money. New carpets are frequently installed, and carpet is expensive; but a bigger investment increases happiness.
The red line represents the things that are the bare minima. Doing them really well (more investment) doesn't really increase satisfaction, but doing them poorly would turn away potential renters. For instance, if we equipped a studio apartment with a $5000 four-door refrigerator with multiple climate zones and "Star Display that uses LED lighting to shine through pinholes to display temperature settings" (actual feature), it probably wouldn't make the tenant much happier than a simple refrigerator. But a working fridge is a must, and the lack of one would send her looking elsewhere.
Finally, the green line represents "delighters," those features that are pleasant surprises and return a lot of happiness for relatively little investment. Three examples come to mind. Free wi-fi is always a hit. An elegant and well-done tile job in the kitchen or bath makes renters feel more like owners. And wood flooring is replacing carpet in many of our units because it becomes an unexpected delight to potential tenants and gives us a leg up on competition who is sticking with boring old carpet (that's sooo oughts!)
The Kano Model is helpful for us to define what is a must-have, versus an unexpected delight.
What are your pleasant surprises as a renter?
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