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Today’s renters aren’t just comparing your community to the one next door—they’re comparing it to everyday household and lifestyle brands such as Amazon, DoorDash and Airbnb. Speed, control and personalization have become default expectations across every part of modern life, and residents expect nothing less from their homes. Convenience is no longer a value-add; it’s the baseline.
In fact, 88% of consumers say the experience a company provides is as important as its products or services.
For multifamily operators, keeping up with modern expectations means going beyond point solutions and outdated processes. The operators that invest in scalable, tech-driven experiences are the ones differentiating their communities, retaining residents and driving NOI.
Renter expectations have changed. Has your tech?
A growing number of renters, especially Millennials and Gen Z, expect their resident experience to be fast, intuitive and digital-first. They want to tour on their schedule, move in with relative ease and control their apartment environment from their phones.
The 2024 NMHC/Grace Hill Renter Preferences Survey found that 86% of renters prefer digital or self-service options when interacting with their community. Zillow research echoes this trend, revealing that 71% of renters say high-speed internet and smart home features are "must-haves." And with Millennials and Gen Z now making up more than 65% of the rental market, those expectations are only rising.
Today’s renters expect:
Mobile-first living, support and access options
Smart home controls that provide convenience and security
Transparency around maintenance requests and community updates
The ability to personalize their space with tech-enabled features
And while expectations have evolved, many properties are still operating with fragmented systems and manual processes.
Three critical gaps keeping operators from meeting modern expectations
#1. Fragmented tech stacks
Many property managers juggle disconnected platforms for leasing, maintenance, access control and resident communication. The result? Clunky workflows, data silos and inconsistent experiences for both staff and residents.
#2. Lack of automation
Manual tasks like scheduling tours, processing requests or updating residents on work orders slow teams down and frustrate tech-savvy renters who expect real-time updates and self-service options.
#3. Inflexible systems
Older platforms weren’t built for personalization, mobile access or integration with modern tools. They limit the ability to scale digital experiences across a portfolio and often create more work for on-site teams.
The path forward: What future-ready operators are doing differently
Forward-thinking operators are embracing integrated technology platforms that deliver speed, consistency and standout resident experiences. Here’s how:
Centralizing control: Rather than cobbling together point solutions, they’re investing in one unified system that manages smart home devices, access control, leasing workflows and maintenance operations from a single dashboard.
Personalizing at scale: Through automation and smart devices, properties can tailor lighting, climate and communication preferences to each resident’s needs without adding extra burden to staff.
Creating self-service ecosystems: Self-guided tours, digital leasing tools and mobile apps empower residents to engage with their property on their terms. This not only improves satisfaction but reduces operational strain.
Why this matters for retention and NOI
When renters feel in control, supported and connected, they stay longer. SmartRent customers consistently report improved resident satisfaction and higher retention rates after implementing centralized, tech-forward solutions.
Technology also creates tangible operational gains:
Faster turns and reduced vacancy through automation
Fewer truck rolls with smart maintenance diagnostics
Higher leasing conversion with digital-first workflows
These efficiency gains contribute directly to NOI while making life easier for residents and teams alike.
How SmartRent helps bridge the gap
SmartRent’s integrated platform consolidates everything property managers need to deliver seamless, scalable resident experiences:
Access Control: Remote, mobile entry for residents, guests and service providers
Self-Guided Tours: Prospects tour units on their schedule, with built-in security and lead capture
Work Management: Automated maintenance workflows and real-time resident updates
Smart Home Devices: Thermostats, locks, lighting and leak sensors controlled from a single app
By unifying these tools into one connected ecosystem, SmartRent helps operators modernize their tech stack, simplify operations and meet resident expectations at scale.
Leading the way, not just keeping up
Today’s renters want more than basic functionality. They want technology that enhances their lifestyle and gives them more control over how they live.
Operators that invest in future-ready tech aren’t just keeping up; they’re setting the pace. With SmartRent as your technology partner, delivering next-gen resident experiences isn’t just possible—it’s already happening.
Ready to take a step forward and lead the way? Schedule a demo to see how SmartRent can help you deliver the next generation of multifamily living today.