Post Tour Survey Follow-Up Protocol

Purpose (Why we do this):

At HRA we strive for excellence, and in doing so we must gather as much feedback from our customers as possible. The Post-Tour Survey allows Horizon to obtain feedback from our prospects to ensure we are providing superior Customer Service, in every step of the leasing process.

Policy (What you’re supposed to do):

To uphold the Pledge and ensure we are providing superior customer service; Horizon is requiring the Post Tour Survey be regularly analyzed at both the Corporate and Property levels. This tool is to help us identify that our leasing agents are knowledgeable in our community, follow-up is occurring within HRA standards, and to ensure we have a product that fits our market.

Procedure (HRA Way!):

If a Post Tour Survey should come through that does not meet HRA standards, then the Property Manager (and in some cases the Leasing Manager) should address these with the Leasing Agent responsible for the tour. In this meeting, the manager should identify the following:

1. How the leasing agent believes the tour experience could be improved.
2. Verify in Entrata whether a “Thank you for touring” email was sent within 24 hours. Was the communication personalized and branded with the property logo?
3. Discuss with the leasing agent where their knowledge might have fallen below the prospects standards and how we can overcome this on future tours.
4. Discuss how the property did or did not meet the prospect's needs.