Tenant Survey

Instructions

Thank you for taking the time to participate in this survey. Your feedback is important and will help us better understand tenant experiences and improve the digital tools and services you rely on.

Guidelines for Completion

Please respond to all questions honestly based on your personal experience or preferences.
Questions marked with an asterisk (*) are mandatory.
For multiple selection questions, follow the specified limit (e.g., select up to 2 or up to 5).
If you have not used a tenant portal before, respond based on your current processes or expectations.
For open-ended responses, provide clear and specific feedback where applicable.

Survey Structure

This survey consists of two main sections:

Tenant Portal Experience
Covers your experience with existing platforms, including usability, payments, maintenance requests, and communication.
Awareness, Barriers & Preferences
Focuses on reasons for non-adoption, trust factors, preferred features, and communication preferences.

Additional sections include:

Security & Trust Perception
Feature Expectations & Usage Preferences
Location & Contact Information (Optional)

Estimated Time Commitment

The survey is designed to take approximately 5 to 7 minutes.

Confidentiality & Data Usage

All responses will be treated with strict confidentiality and used solely for research and service improvement purposes.

Providing contact details is optional and will only be used if follow-up communication is required.

Additional Notes

Please select the responses that best reflect your situation.
If unsure, choose the option closest to your experience.
The “Other” option may be used to provide additional context where applicable.

We appreciate your time and valuable input.

Instructions

Guidelines for Completion

Survey Structure

Estimated Time Commitment

Confidentiality & Data Usage

Additional Notes

Have you used a tenant portal platform before? *

How easy was it to set up your tenant portal or app account? *

Before this survey, did you know tenant portals/apps exist for rent, maintenance, and documents? *

Can you view your rent balance and payment history clearly? *

What is the main reason you haven’t used a tenant portal before? *

When submitting a maintenance request, what happens next? *

How comfortable are you using apps for payments or service requests? *

How do you usually contact your landlord/property manager? *

What is the hardest part of your current rent payment process? *

How would you rate the app or portal’s ease of use? *

What would increase your trust? (Select all that apply) *

Do you use the platform mostly on mobile or desktop? *

If you had a tenant portal, which features would you use most? (Select up to 5) *

What issues (if any) have you had with rent payment in the platform? (Select all that apply) *

If your landlord offered a simple portal with your top features, how likely are you to use it? *

Have you used other rental platforms before (e.g., at past rentals)? *

What would make setup easiest? *

How secure do you feel sharing your data on the platform (e.g., bank info, lease documents)? *

Why do you avoid contacting your landlord/manager? (Select up to 2)

How do you want to receive rent reminders and maintenance updates? (Select all that apply) *

Location Information

Contact Details (Optional)

Additional Feedback (Optional)