The multifamily housing market is growing increasingly competitive. Newer and older properties must vie for renters, and key decisionmakers are looking toward meaningful ways of differentiating their communities.
To meet this demand, multifamily properties are increasingly offering smart technology amenities to their residents including a wide variety of technologies such as in-unit smart device amenity packages, access control and smart safety and security solutions, and, increasingly, they are offering bulk internet and managed Wi-Fi.
Yet our recent study, conducted jointly by myQ Community, EliseAI and RPM Living, surveyed 2,300 Class A renters and reveals a troubling disconnect: while technology ranks as the second-most important driver of resident satisfaction, it scores dead last in performance. Only 27 percent of renters report being extremely satisfied with their building’s tech offerings. For an industry grappling with 40 percent annual turnover rates and $4,000-per-unit replacement costs, this gap represents millions in lost revenue.
Access Control Trumps Apps
Smart technologies offer multifamily owners, operators and residents many benefits. Residents increasingly expect convenience, security, and control in their living environments. However, the highest-performing technology feature isn’t a flashy amenity booking platform or social networking app. It’s access control.
Residents rate seamless, secure entry methods like key fobs, mobile credentials and smart locks as their top tech priority. These systems scored 33 percent for excellence ratings, outpacing every other digital solution.
This finding challenges the industry’s app-heavy approach to resident engagement. While property managers often focus on broad-feature platforms, residents care most about the technology that gets them through their front door without friction. Community forums and apps ranked second in resident priorities, with 35 percent rating them excellent, followed by amenity scheduling apps at 37 percent satisfaction.
The Maintenance Technology Opportunity
Property managers show strong enthusiasm for AI adoption, particularly in maintenance coordination. Seventy-one percent say they would definitely or probably use AI for coordinating repairs and service requests. This aligns with resident preferences: 67 percent of renters express high confidence in AI handling maintenance-request submissions and repair scheduling.
The maintenance workflow represents perhaps the biggest technology opportunity in multifamily operations. It consistently ranks among the strongest drivers of overall staff satisfaction, yet it remains largely manual at most properties.
Automating this process could simultaneously improve resident experience and reduce management overhead. Administrative tasks like billing came in third for AI adoption interest at 59 percent among property managers, while tour scheduling attracted 53 percent positive response rates.
Residents Already Embrace AI
While some consumer concerns exist about AI’s impact on society and the workforce, the notion that renters resist the technology proves false. Eighty-seven percent have used AI tools at least once, with 67 percent using AI frequently or sometimes for research and information gathering. Sixty-two percent regularly use AI for inspiration and customer support interactions.
This comfort level translates directly to housing expectations. Two-thirds of residents feel extremely or very confident about AI handling apartment tour scheduling, maintenance requests and repair follow-ups. The technology exists and resident acceptance runs high, yet most properties haven’t deployed these solutions.
Implementation Barriers
Property managers cite several AI benefits: 78 percent believes it helps manage larger message volumes, 78 percent say it provides faster resident responses, and 70 percent think it saves time for higher-impact interactions. However, the gap between interest and implementation suggests operational or budgetary constraints.
Our survey data indicates that properties focusing on access control and maintenance automation will see the highest resident satisfaction returns. These aren’t experimental technologies requiring massive infrastructure overhauls. Smart readers, mobile credentials and AI-powered work order systems represent proven solutions with clear ROI paths.
The Cost of Inaction
Consider a 100-unit building with typical 40 percent annual turnover. That property loses $160,000 yearly to resident replacement costs. Research shows satisfied residents are 2.3 times more likely to renew leases. Even modest technology investments that boost satisfaction by 10 to 15 percent could prevent dozens of move-outs and save hundreds of thousands in turnover expenses.
While property managers often focus on broad-feature platforms, residents care most about the technology that gets them through their front door without friction.
Of the four key drivers of resident satisfaction our study uncovered, technology was the driver that offers the greatest improvement opportunity, precisely because it ranked lowest. Properties that prioritize seamless access control, implement AI-powered maintenance systems, and provide basic community engagement platforms will differentiate themselves in an increasingly competitive rental market.
The adoption of smart amenities not only enhances the quality of life for residents but also positions property managers and owners at the forefront of innovation, enabling them to better compete with comparables in the markets that they serve while increasing overall NOI and ROI. The data shows residents want these solutions, and property managers recognize their value. The question isn’t whether to invest in resident-facing technology, but whether you can afford not to.
Mariam Rogers Walker is senior director community access solutions at Chamberlain Group.