Over a third of renters, 41%, expect their internet service to be activated at move-in, according to a new white paper from Parks Associates.
“Achieving Turnkey Connectivity: Elevating the Total Multifamily Experience,” developed in partnership with Xfinity Communities, a division of Comcast Corp. serving the multifamily industry, dives into seamless connectivity to help improve the resident experience and property operations.
“With today’s renters skewing older, more family-oriented, and often working remotely, robust digital infrastructure is a requirement,” said Kristen Hanich, director of research of Parks Associates. “Consumers are interested in a variety of amenities, some of which, like security cameras around the property, controlled access to the property, and in-unit security systems, demand robust property connectivity.”
Highlights from the white paper include:
- 60% of multifamily owners and operators have managed Wi-Fi in at least part of their footprint, with 13% reporting full penetration across their entire portfolios;
- Low-cost service is the most important of connectivity options for renters searching for a new home, followed by availability at move-in, choice of providers, and gigabit speeds;
- Residents who have experienced bulk internet are much more interested in it with future moves, with 45% considering internet directly available from their property as highly important and about 65% considering internet available at move-in as highly important; and
- If a resident is unhappy with the smart tech, a property’s net promoter score drops to an average of -39.
“To achieve long-term success, owners and operators will need to exceed resident expectations for seamless connectivity while reducing complexity,” added Hanich. “They will also need to lay the groundwork for smart building innovation to improve operational efficiency and deliver future-ready asset performance.”