Apartment residents talk most often about customer service and maintenance within their online reviews, suggesting that when residents think about their living experience, most residents think of their relationship with the onsite staff.

Similarly, when analyzing low-scoring reviews, residents expressed that they were most dissatisfied with customer service, communication, financial clarity, maintenance service, condition of the unit, security, and general cleanliness.

It's at this point where there can be a disconnect between a community's marketing and operations departments.