Appfolio 2026 Renter Survey

The Modern Renter’s Definition of a Home Has Expanded

“The modern renter’s definition of a home has expanded, and simply providing a roof is no longer enough to meet their expectations. To remain competitive and profitable, property management companies must evolve their strategies to prioritize the resident experience as the primary engine for growth. By delivering standout service and high-value resident services throughout the rental journey, operators can drive long-term satisfaction that leads to high occupancy, retention, and diversified revenue streams beyond traditional rent collection.”

The Rise of Resident Impact

“Beyond simply providing a roof, modern property management now influences resident impact — the intersection of a renter’s financial health and quality of life. Data shows that users of resident services report higher overall life satisfaction and financial well-being than nonusers. By providing convenient home services and financial empowerment tools — from credit-building resources to bundled utilities — property managers offer the support residents need to simplify their daily lives and build a stronger financial future, naturally investing in a more stable, satisfied community that chooses to stay longer.”

MoveZen Early 2024 Update

It Became Obvious if We Wanted Industry-Leading Results We Had to Control Operations Expertly

We outlined the operations division idea in 2021 after we saw maintenance reports of literally every kind skyrocket. Prior to that maintenance was a minor part of the business, since then it’s been one of the most significant. That’s likely to continue due to severe and growing labor shortages.

It became very obvious that if we wanted to deliver consistent long-term results (a major goal), we had to control this crucial process to the maximum amount possible.

Subsequent years have only solidified that estimation, and now less than 2 years later we’re poised to formally launch a highly innovative operations division this spring. The number one purpose is to advance our ability to produce happy residents and owners. We will have to bill for many of these services, but the real goal is to deliver a service that our competitors simply cannot compete with, and use that edge to dramatically expand. That model revolves around your success. We don’t need this to be a major profit center for it to be a significant benefit to our company, customers, and goals.

That means we can offer this service at a significant value to both owners and residents. That value comes in many forms, some direct, some indirect but substantial. Operations will perform both no-charge duties (duties outlined in the management agreement such as home visits) as well as billed services like upgrading smoke detectors to 10-year lithium versions.

Appfolio 2026 Renter Survey

The Retention Advantage: Winning the Battle Against Vacancy

“In a renter’s market with longer lease-up timelines, the most cost-effective way to manage vacancy is to prevent it before it starts. The 2026 data confirms a powerful correlation: Resident satisfaction is the primary driver of portfolio stability.”

The Business Case for Satisfaction: 39% of Renters Plan to Move in 2026

“The pressure to retain residents has intensified over the last year. Our 2026 survey found a notable year-over-year increase in renter mobility: 39% of renters plan to move in the next 12 months, up from 35% in 2025. While the industry average for satisfaction remains relatively high, the financial delta between satisfied and unsatisfied residents has never been wider. Currently, 83% of residents report being satisfied with their property manager. While this sounds high, the remaining 17% represents a significant flight risk in a market where renters have more choices — and more motivation to move — than ever before.”

The Criticality of Retention in a Competitive Market

“In 2026, resident satisfaction has evolved from a soft metric into a primary strategy. With a higher rate of renters planning to move (39% this year compared to 35% in 2025), national vacancy rates hitting modern peaks, and rent growth remaining subdued, property managers must prioritize retention to protect NOI.”

MoveZen Early 2024 Update

Quality Staff, Quality Properties, and Quality Strategies Are the Only Way to Deliver Quality Results in 2026

You will also recall from our updates since 2021, that we’ve been on a consistent march toward quality across the board. Quality properties, quality condition, quality staff, quality results, and all else need to be relentlessly trimmed these days. For that reason, we’ve voluntarily parted ways with nearly 25% of our customers since the start of 2022, and the standards for acceptance into our program are dramatically higher than they already were. Our growth has slowed dramatically because when quality is applied across the board these days, it’s difficult to find candidates. That’s one of the primary reasons discipline is important in high-interest-rate environments.

Appfolio 2026 Renter Survey

Satisfied Residents Are 72% More Likely to Renew

“Operators who proactively bridge this gap will gain a distinct competitive advantage. The data clearly demonstrates that resident satisfaction is the primary hedge against this rising mobility.”

Reduced Intent to Move

“Satisfied residents are 34% less likely to plan a move in the next 12 months than dissatisfied residents.”

Surge in Renewal Intent

“A satisfied resident is 72% more likely to renew their lease, drastically reducing the high costs associated with unit turns and marketing.”

Residents who are satisfied with their property management company are:

MoveZen Early 2024 Update

As We Outlined Below We’ve Increased Our Resident Satisfaction to the Heights of the Industry

There’s much more to our strategy than this though. As we outline below we have increased our resident satisfaction to the heights of our industry. While common in multi-family, resident satisfaction is an afterthought in our industry, single-family rentals. We see first-hand the power of our reputation. We hear every week that a resident chose our property over the one next door because we had a dramatically better reputation than anyone else listing in the neighborhood. That translates into real money for our owners, and with small costs we continue to get better and better at efficiently handling.

Here’s a glimpse into the multi-family way of thinking. Why would experienced professionals invest so heavily in this model? Despite sounding charitable, that’s rarely the reason, but it is a win-win and that’s almost as good.

“The Life Properties’ core principles for property management revolve around providing an elevated living experience for residents, rooted in a people-first approach and sustainable practices. We focus on delivering tailored capital improvements, implementing sustainable programming efforts, and prioritizing community engagement activities for resident enrichment.”

Appfolio 2026 Renter Survey

Maintenance Is the #1 Driver of Resident Satisfaction (91% vs. 63%)

“Maintenance remains the single strongest driver of overall resident satisfaction. When maintenance is handled well, it cements loyalty; when it is handled poorly, it becomes the primary catalyst for a move-out. The impact of maintenance satisfaction extends far beyond a single work order.”

Renewal Impact

“Residents satisfied with maintenance are significantly more likely to renew.”

Reputation Impact

“Maintenance is the most common topic cited in both positive and negative online reviews.”

Residents who are satisfied with maintenance are:

MoveZen Early 2024 Update

We Encourage Our Owners to March to Quality for Renter Services and Home Condition

We have made some mistakes, and we will make some more in this environment, but few companies are working as diligently as we are to get back to pre-2019 levels of consistent performance when we very rarely had to evict a resident. Or had turnovers drag out, missed inspection items, etc. We are very aware that we are making these mistakes. The challenges in housing and small business are both well documented. Our belief has always been that if we’re struggling most others must be completely unraveling, and there’s evidence of major challenges in every industry, with housing being a primary culprit. Not to mention we all experience it every week when trying to get our personal lives handled. People just do not run as well as they used to. We are innovating a ton of new strategies outlined below to get pre-COVID results despite a very different climate, and we are making major headway. Given the challenges over the past 3 years we’re outperforming the industry by a very wide margin overall, but that is not an acceptable bar for us.

We encouraged our owners to join us on this march to quality as well. We felt it was a crucial preparation for today. The attitude that a renter will accept a home in questionable condition for a slightly lower rate is true. What is also true is that especially these days the resident, at some point in the next 5 years has very high odds of stopping payment, forcing an eviction, and leaving a major turnover bill when vacating. That will wipe out most of the past 5 years of income for many owners.

Appfolio 2026 Renter Survey

The Revenue Opportunity: 79% of Residents Will Pay for Services Integrated Into Their Lease

“Our survey found that 79% of residents are willing to pay their property manager for additional services integrated into their lease. According to the Second Nature report mentioned earlier, many renters find themselves having to navigate these essential services piecemeal — spending up to 10.6 hours in their first year alone researching providers, comparing plans, and managing individual enrollment for utilities, insurance, and pest control. By offering high-demand resident services like insurance, pest control, and group-rate internet within the lease, property managers can provide these at a discounted rate compared to the open market while generating a new, consistent revenue stream.”

The Secondary Advantage: Proactive Asset Protection

“While these services are designed to help residents thrive, they serve a critical secondary function: protecting the owner’s investment. By simplifying lease obligated maintenance tasks and financial safeguards for residents, property managers can reduce long-term risk and operational expenses.”

“A standout example of this dual benefit is air filter delivery. Residents with an air filter delivery service included in their lease are nearly twice as likely (59%) to change their filters every three months compared to nonusers (30%), aligning directly with EPA recommendations.”

MoveZen Early 2024 Update

Because We Are on the Road More for Filter Delivery We Can Offer Discounted Repairs to Owners and Residents

We’re innovating new ways to absorb those costs efficiently. For example, we’re on the road substantially more these days as a result of our filter delivery program. It’s extremely costly but it also allowed us to restructure in a way where we absorbed most of that cost into our new operations division, a necessary response to the COVID changes in our industry. Now we are laying the groundwork with exceptional speed to offer discounted repairs to owners and even residents (great for the home as well), among dozens of other benefits that are so numerous we’ll outline them in a separate article soon.

Appfolio Specifically Targeted Resident Services Just Like We Outlined 3 Years Ago as a Major Competitive Differentiator

From Appfolio’s own key takeaways: “There is a significant first-mover advantage for operators that offer services including Resident Benefits Packages (RBPs), a customizable suite of paid services offered by the property management company to the resident, usually at lease signing.”

“While 78% of renters consider these services a vital factor when evaluating a new home, only one-third of residents currently have access to them. This 45-point gap represents a massive opportunity to stand out and deliver on the needs of renters.”

“Furthermore, nearly 80% of residents are willing to pay for these services, likely due to the immediate cost savings and convenience they provide, compared to sourcing them independently. By offering these services through a transparent, digital move-in process, operators transform a traditional lease into a value-driven relationship that benefits both the resident’s well-being and the property’s performance.”

Appfolio 2026 Renter Survey

90% of Renters Say Online Reputation Influences Where They Lease

“Beyond word of mouth, resident sentiment directly impacts your digital ‘front door’ — your online reputation and search presence that serve as a prospect’s very first interaction with your community. Ninety percent of residents state that a property management business’s online reputation is a vital factor in their decision-making process.”

MoveZen Early 2024 Update

We’re Building a Model Where Reputation Pays Back Far More Than It Costs

As we’ve noted, we are building a new model in the single-family industry. One where the benefits of reputation are dramatically larger than the costs they entail. We are already seeing clear results, and as noted we expect the majority of benefits in the coming years. After unprecedented upheaval in our industry, our company needed a guiding light to drive our staff to strive for greatness, and this method that has underpinned our culture from our founding couldn’t be a better option 15 years later. This is a win-win that if adopted across the country, would dramatically benefit both landlords and residents. What better cause to fight for.

One particularly proud story comes from our new move-in packages. We deliver a classic MoveZen win-win with this idea. We bulk order large amounts of chair pads, command-type strips, bumpers, cable hiders, felt booties, and other extremely helpful move-in necessities that are extremely expensive when purchased in one-off amounts. Best of all we provide a handful of Hercules Hooks that in our opinion are one of the best inventions a landlord has ever enjoyed, but few know about. What you might note about this gift bag is that it’s filled with items that benefit both owner and resident dramatically, and we absorb the costs better as a result of buying in very large quantities. This is a metaphor for our model.