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Getting started with the Residential Tenants Survey

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Introduction to the Residential Tenants Survey

The Residential Tenants Survey allows you to build surveys that ask your tenants how satisfied they are with aspects of your organisation. The surveys contain a number of questions to help you understand how your tenants are feeling about the service they are receiving from your organisation. There is the opportunity to add questions that are specific to your organisation. These include a Net Promoter Score measure, a selection of questions to choose from that will form a grid asking for satisfaction ratings and the opportunity to add your own statements. In addition, you can choose to ask for contact details and set up email alerts.

The responses to your survey will help you understand how your tenants feel, assisting you in improving and prioritizing your organisation’s needs.

Step by step guide

This guide will take you through the steps for the Residential Tenants Survey:

Step 1: Register for a free Snap Online account

Step 2: Building the Residential Tenants Survey

Step 3: Share with your tenants using the link or the QR code

Step 4: Ask your tenants to complete the Residential Tenants Survey

Step 5: Use your data to improve tenant satisfaction

Step 1: Register for a free Snap Online account

If you already have an account, log on using your account details. There is no need to create another account.

If you do not already have an account, register for your free account using the following instructions.

  1. To apply for your free account go to https://www.snapsurveys.com/marketplace/. If you have any problems, copy and paste or type the link into your web browser search bar.
  2. On the Tenant Experience Survey page click Create account. This opens the Create a new Snap Online account page.
  3. Enter your email address, organisation name, full name and phone number. Select the checkbox to confirm that you have read and accept the terms and conditions. The Terms and Conditions are available by clicking the terms and conditions link.
  4. Click Create account. An email will be sent to the email address confirming that the account has been created.
  5. When you receive the email, click the link to verify the email address.
  6. When the email address is verified this will import the Residential Tenants Survey.

Step 2: Building the Residential Tenants Survey

After logging in to Snap Online you are ready to use the Residential Tenants Survey.

  1. The first page in Snap Online shows a summary of Your Work. The Residential Tenants Survey template is available here. Templates are shown with the icon templateIcon.png . Click the icon or template name to show the template Summary.
  1. In the Summary, click New Survey. You can also access the survey help, and the terms and conditions here.
  1. Enter the survey name; select the checkbox to confirm that you have read and accept the terms and conditions then click Create survey.
  1. This opens the Residential Tenants Survey which helps you to set up your survey. Follow the on screen instructions to build your survey. You have the opportunity to choose to use a Net Promoter Score measure, to add a range of satisfaction ratings questions, include email alerts and ask for contact details. Click Next to progress through the process.
  2. On each page, select the options you require and click Next to go to the next page. When you have completed the questions you are shown a summary, click Next to proceed with your choices or click Back if you wish to change anything.
  3. Click Create Survey to build the Residential Tenants Survey.

Making changes to your Residential Tenants Survey

  1. Select the Residential Tenants Survey, if it is not already selected. In the Summary tab, click the Build link.
  1. This displays the read-only view of your Residential Tenants Survey. There are three options available:
    • View shows the read-only version.
    • Edit lets you make basic changes to specified wording and the logo. You can edit the shaded areas shown between curly brackets { }. Click on the word or image to edit.
    • Rebuild runs the Residential Tenants Survey again. This allows you to change your initial choices by selecting or clearing the options. This is not available if you have already started collecting responses.
  1. Click Save to save any changes you have made. Click Cancel to cancel any changes and return to the original version, which shows the read-only version.

Step 3: Share with your tenants using the link, the QR code or printed questionnaire

The next step is to test the Residential Tenants Survey and share it with your tenants.

Viewing the interview settings

  1. Select the Residential Tenants Survey, if it is not already selected.
  2. In the Summary tab, click the Collect link. The Interview URL link and the QR code are available here.

Testing the Residential Tenants Survey

  1. Click Launch Preview. This opens a test version of the Residential Tenants Survey.
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  1. Test the Residential Tenants Survey by completing it with different responses to check that it works the way you want. Your test responses are not saved and do not affect your data.
  2. If you need to make any changes, return to the Build tab where you can use Edit and Rebuild to make the changes then repeat the testing.
  3. When you are happy with the questionnaire, you can start collecting your tenants’ responses.

Start Interviewing

  1. Click Start Interviewing then click Start when you are asked to confirm.
  1. Now you can send the Interview URL link and/or QR code to your tenants.

Making the Interview URL available

  1. In Web Interviews, click Copy URL to clipboard to copy the Interview URL link.
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  1. Open your web browser, paste the link into the search bar at the top of your browser and press Enter. This loads the start page of the Tenant Experience Survey.
  2. Alternatively, open your email application and paste the link into an email to send to your tenants.
  3. If you wish to include the Interview URL link in a printed sign for your tenants, paste it into a document and print.

Making the QR code available

  1. In Web Interviews, click the QR code image to download the QR code to your device.
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  1. The web browser shows a notification when the file has downloaded. Click on the notification to open and/or save the QR code.
  2. The QR code can be used in a printed sign for tenants to use or attached to an email sent to your tenants. The minimum size for a printed QR code is 2cm by 2cm.

Step 4: Ask your tenants to complete the Residential Tenants Survey

When you have sent the Interview URL link or QR code to your tenants, ask them to complete the questions.

Using the Interview URL link

  1. If your tenant has an email with the Interview URL link, ask them to click this link to open the Tenant Experience Survey.
  2. Alternatively, open a web browser app and enter the Interview URL in the search bar of the browser. Press Enter to open the Residential Tenants Survey.

Using the QR code

  1. Using the QR code can quickly open the Residential Tenants Survey on your tenants’ smartphones. Many smartphones, such as iPhones or Android devices, have an in-built QR code reader in the camera app.
  2. Open the camera app and point the camera at the QR code for a few seconds. When scanning is enabled a notification appears. Tap the notification to open the link.
  3. Alternatively, a QR code reader app can be installed on the phone. Follow the instructions for the app.

Completing the Residential Tenants Survey

  1. Ask your tenants to answer the questions and click Submit.
  2. They will receive a notification to confirm that their response has been submitted.

Step 5: Use your data to improve tenant satisfaction

Each Residential Tenants Survey has two reports. The reports depend on the options chosen when the survey is created.

If the Net Promoter Score (NPS), satisfaction and importance question are used, the reports are:

  • NPS, Satisfaction and Importance Report shows a comprehensive analysis of your tenant responses
  • NPS, Satisfaction and Importance Report with month context shows a satisfaction report that can be filtered for each month

If both the Net Promoter Score (NPS) and satisfaction question are used, the reports are:

  • NPS and Satisfaction Report shows a comprehensive analysis of your tenant responses
  • NPS and Satisfaction Report with monthly context shows an NPS and satisfaction report with trend data that can be filtered for each month.

If only the Net Promoter Score (NPS) is used, the reports are:

  • NPS Report shows an analysis of the Net Promoter Score from your tenant responses
  • NPS Report with monthly context shows an NPS report with trend data that can be filtered for each month

If the satisfaction question and importance question are used, the reports are:

  • Satisfaction and Importance Report shows an analysis of the satisfaction and importance questions from your tenant responses
  • Satisfaction and Importance Report with monthly context shows a satisfaction and importance report with trend data that can be filtered for each month

If only the satisfaction question is used, the reports are:

  • Satisfaction Report shows an analysis of the satisfaction question from your tenant responses
  • Satisfaction Report with monthly context shows a satisfaction report with trend data that can be filtered for each month

If neither the Net Promoter Score (NPS) or satisfaction question is used then no reports are available.

Analyzing your response data

  1. Select the Residential Tenants Survey, if it is not already selected.
  2. In the Summary tab, click the Analyze link. The reports are available here.
  1. Click on the reports to view the analysis of your response data.
    • Click Update to get the latest data.
    • Click Download to create a PDF version of the report.
    • Click Print PrintInfoSheet.PNG to print the report.

Applying a monthly context

The Residential Tenants Survey includes a report that has a monthly context . This can be used to view the analysis of your response data for a selected month. To apply a context to the report use the following instructions:

  1. Select Context in the side menu.
  2. Click Add variable to add a context rule.
  3. In the Select a variable list, select Period then click Next.
  4. In the Period list, select the month to use as the context filter and click OK.
  5. Click Apply changes to update the analysis of your response data for the selected month.
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