Our associates are the foundation of our success and the core of our culture. We cannot achieve success without supporting the growth, development, and engagement of our associates.
Associate community service hours
of Associates are proud to work for UDR
of Associates received training
Creating a better way to live for our residents starts with listening. Asking for and responding to resident feedback is a vital part of our culture and integral to how we manage our business. It provides the foundation for us to continue to improve service and develop new amenities and programs— all designed to make life better.
Net Promoter Score® (NPS®) is a core metric for measuring customer experience and predicting business growth, serving as a global benchmark for customer satisfaction and customer loyalty. Our NPS surveys aim to understand resident needs and how we can better address those needs. We obtain approximately 8,000 monthly survey responses and 300 monthly online reviews. This data is then analyzed to identify opportunities for policy and procedural improvement. We strive to improve our aggregate NPS score annually and have succeeded in doing this each year between 2016 and 2019. Since the second quarter of 2018, our NPS scores have improved by 15%.