# Boost tenant experiences with property management software | Capterra > Discover how property management software enhances efficiency and tenant satisfaction by integrating digital tools like payment portals and smart locks. Source: https://www.capterra.com/resources/boosting-tenant-experience-with-property-management-software --- Real Estate # Advanced Tech Can Shape Decisions For 73% Of Tenants: How Property Management Software Can Help Landlords Written by: Eduardo Garcia Eduardo GarciaAuthor Content Analyst Experience I’m a content analyst with over a decade of experience in content strategy and corporate communication across the technology, fina... [See bio & all articles](https://www.capterra.com/resources/author/eduardo-garcia/) and edited by: Kathryn Todd Kathryn ToddEditor Kathryn Todd is a senior editor at Capterra. She specializes in editing data-driven research reports that cover the latest technology trends. She has almost ... [See bio & all articles](https://www.capterra.com/resources/author/kathryn-todd/) Published August 19, 2024 7 min read Table of Contents - [48% of property managers don’t offer convenient tech](#nearly-half-of-property-managers-dont-offer-convenient-technology-to-renters) - [Benefits and challenges of property management tech](#convenience-and-flexibility-benefits-can-sometimes-be-marred-by-technical-glitches-and-limited-customer-support) - [Fast communication with tenants is key](#faster-communication-can-lead-to-tangible-results-such-as-positive-reviews) - [Landlords should consider tenant tech preferences](#landlords-should-leverage-property-management-software-and-provide-the-features-tenants-demand-the-most) ## With advanced technology influencing decisions for nearly 75% of renters, here’s how property managers can use software to meet demands and stay competitive. Today’s rental market is characterized by soaring rents driven by inflation, rising interest rates redirecting potential buyers towards renting, and the popularity of short-term rentals competing with long-term leases. With this, many landlords face intensified competition. To compete effectively, landlords must prioritize tenant satisfaction through modern customer experiences and robust technological solutions. According to Capterra’s 2024 Tenant Experience survey, nearly three-quarters of tenants agree that the use of advanced technology like smart appliances and keyless entry can influence whether a tenant signs a rental agreement.  However, acquiring new technologies isn’t enough. Landlords need to understand what factors are the most important for renters in order to deliver an optimal tenant experience. With this in mind, property managers need to ensure they have the right [property management tools](https://www.capterra.com/rental-property-management-software/) to cater to these demands, help them carry out administrative tasks, and derive value from their technology investments.  Capterra conducted a global survey in twelve countries, with a total sample of 4,800 tenants. Of this sample, there were 400 respondents from the U.S.[\*](#methodology) The survey provides insights into current digital trends and preferences among rental property stakeholders. Moreover, this article explores actionable strategies property managers can take for leveraging these insights to enhance operational efficiency, boost tenant satisfaction, and secure renter loyalty. Key insights - **Property tech for tenants is not yet widespread:** 52% of tenants globally have digital tools included in their current rental properties. - **Well-implemented digital tools can enhance tenant experience**: 83% of tenants using digital tools with their rental property say they are satisfied or extremely satisfied with them. - **Improved reliability and support are needed in property tech:** 42% of tenants identify technical issues as a top challenge when using digital tools. - **Traditional communication methods remain prominent:** Only 5% of tenants prefer to use dedicated online portals to communicate with property managers instead of email or phone messages. ## Nearly half of property managers don’t offer convenient technology to renters With several digital tools at their disposal, both tenants and property managers can leverage technology to bring better convenience and improve efficiency and internal operations. Digitization in property management is more accessible than ever, and a substantial portion of tenants report having access to digital tools in their current rental property. Online payment portals and online document portals are the most adopted digital tools in rental properties among our surveyed tenants. However, nearly half of surveyed tenants globally do not have any of the mentioned digital tools in their rental property. This showcases that, on a global level, a significant number of property managers have yet to deploy digital features to facilitate tasks or improve their tenant experience.  Meanwhile, the most desired technologies globally by tenants with no digital property management tools are remote security apps (35%), smart energy management (34%), and smart locks (34%). Many of these technologies are more than convenient niceties. These tools can streamline administrative tasks and enhance security and convenience for both tenants and property managers. Given the influence advanced technology can have on tenant decision-making, landlords should leverage these tools to stand out from the competition. ### U.S. tenants have a higher tech adoption rate and are more interested in leveraging property management technology in their tenant experience U.S. tenants have a higher adoption rate of these tools than other countries. Over half of U.S. tenants (53%) have access to online payment portals with their current rental property, while 46% can access online document portals and 46% can access online maintenance request portals. Still, more than a third of U.S. property owners (35%) don’t offer renters convenient technology.  This tendency is also reflected by the group of tenants who are not leveraging digital tools but would like to. Out of the global respondents who currently do not have any of these technologies in their rental property, 65% of them express interest in having at least one of them. However, this number increases drastically to 86% in the U.S. The top renter-requested tools property managers should prioritize The use of technology in rental management, along with tenants' desire for these offerings, underscores the opportunity for property managers to meet tenant expectations by expanding their digital offerings. Here is how each tool or feature can help: **Online payment portals**: Simplify rent collection with electronic payments, improving cash flow and tenant satisfaction by offering convenient, remote payment options.  **Online document portals:** Digitize leases and policies for easy access, enhancing transparency, reducing disputes, and improving communication between tenants and property managers.  **Online maintenance request portals:** Enable tenants to submit detailed maintenance requests online, leading to faster resolutions and higher tenant satisfaction.   **Enhance security by allowing smart locks:** Tenants want better security in the properties they are staying in. Smart locks enhance security by allowing keyless entry and remote access control, improving convenience and safety for tenants.  **Remote security app:** By providing monitoring and control over security systems, remote security apps can enhance personal security while meeting tenant demand for technological integration.  **Smart energy management:** [Optimize energy usage](https://www.capterra.com/resources/6-ways-technology-can-improve-the-hotel-guest-experience/) to potentially reduce utility costs and promote sustainability practices for both tenants and property managers. ## Convenience and flexibility benefits can sometimes be marred by technical glitches and limited customer support. Satisfaction levels are high when it comes to digital tools in property management. A notable 83% of tenants globally who have digital tools available with their rental property say they are satisfied or extremely satisfied with them. Using these technologies can have numerous benefits that can contribute to satisfaction levels. The top benefits reported by these tenants include convenience, efficiency, security, greater flexibility, and improved record-keeping.  Surprisingly, in the U.S., security issues did not figure prominently as a key perk of digital tools. Only 18% highlighted this as a top benefit, which might suggest that tenants in the U.S. are still skeptical when it comes to the security provided by these online tools. ### What are the challenges of digital tools in property management? Despite the benefits, some tenants using these technologies and digital tools continue to face challenges. The top challenges include technical issues (42%), privacy concerns (35%), and limited customer support (29%). Addressing these challenges is crucial for maximizing the effectiveness of digital tools and ensuring tenant trust and satisfaction. **Technical updates, advanced security, and better customer support: Addressing the main challenges to digital tools in property management** Property managers should invest in robust customer support and prioritize data security measures to mitigate tenant concerns and improve overall satisfaction. To address these issues, they should consider the following:  - **Perform regular updates and backup procedures**: Even though technical glitches are listed as the biggest challenge when using software in rental management, 67% of tenants using digital tools say they seldom or never experience technical issues. However, even a rare glitch can pose a challenge. When using any rental property technology, property managers should ensure that the software is regularly updated to the latest version to fix bugs and improve stability. Implementing robust backup procedures can also minimize data loss in case of technical failures. - **Seek software with comprehensive customer support:** When using software for property management, it is important to identify and prioritize support channels, such as email, phone, and live chat, provided by the vendor. Additionally, tenants should be provided with comprehensive user guides and FAQs to help them troubleshoot common issues independently.  - **Use software that is compliant with privacy laws:** Property managers should ensure that the software they use has encryption methods to protect sensitive data, such as financial transactions and personal information. This means using software that complies with data privacy laws and implementing strict user access controls to limit who can view or modify sensitive information. ## Faster communication can lead to tangible results, such as positive reviews Understanding how tenants prefer to communicate can be important for maintaining positive tenant relationships. Of the many features digital tools for property management can deliver, dedicated communication portals are not the most important for surveyed tenants. Instead, tenants primarily communicate via SMS text messaging or messaging apps (32%) and email (22%).  Only 5% use dedicated online portals to communicate with their property managers. Given that most property managers probably have phones and email accounts, tenants may consider it unlikely that they will be more responsive via a portal than on their personal devices and email accounts. With average response times for messages and calls ranging from within minutes (24%), a few hours (34%), or a day (22%), it appears that this is a habit that is likely to persist.  Still, efficient communication channels and prompt responses contribute significantly to tenant satisfaction and operational efficiency. Property managers should adopt communication platforms that align with tenant preferences and implement protocols for timely responses to inquiries and maintenance requests. Catering to tenant requests, providing the tools they need to manage documents, send payments, request assistance, or feel secure, and communicating using the channels they want to use is worth the effort. Moreover, tenant satisfaction can directly impact property managers' online reputation. A majority (82%) of surveyed tenants would write a positive review if they were to provide an online assessment of their current rental property. Maintaining these high satisfaction levels through the effective use of digital tools can further enhance online reviews and attract prospective tenants. With this in mind, property managers should actively solicit and [manage online reviews](https://www.capterra.com/review-management-software/), leveraging positive feedback to enhance property reputation and attract new tenants. ## Landlords should leverage property management software and provide the features tenants demand the most As rental property management continues to evolve, embracing digital transformation is imperative for staying competitive and meeting tenant expectations. The use of advanced technology like smart appliances and keyless entry can also influence whether a tenant signs a rental agreement.  By deploying digital tools like [property management software](https://www.capterra.com/rental-property-management-software/) to collect rental payments, track expenses, and engage tenants with online communities, and providing smart security tools, property managers can strategically enhance tenant satisfaction.  This proactive approach improves operational efficiency, positions rental properties as desirable choices, and can ultimately drive sustainable growth and success in the rental property sector. However, in order to effectively meet tenant demands, property managers must ensure that they meet security and compliance standards, and deliver convenient technologies that are easy and fast to use.  In the second part of our study, we will explore the impact of short-term rentals on the housing market and how they affect living standards for tenants. We’ll also provide effective measures to address rent inflation whilst remaining competitive and the features that can justify an increase in rent payments according to tenants. Recommended reading [**7 Top-Rated Property Management Software**](https://www.capterra.com/resources/top-rated-property-management-software/) This article lists 7 top-rated property management software tools categorized into portals for landlords, tenants, and vendors, portals for landlords and property managers, and tools for property managers only. [**5 Key Property Management Software Features and Top Products That Offer Them**](https://www.capterra.com/resources/key-property-management-software-features/) This article lists five features based on the ratings given by verified software users. We also include the highest-rated property management software solutions for each feature. * * * **Survey methodology** \*Capterra's 2024 Tenant Experience Survey was conducted in June 2024 among 4,800 respondents in the U.S. (n=400), Canada (n=400), India (n=400), Brazil (n=400), Mexico (n=400), the U.K. (n=400), France (n=400), Italy (n=400), Germany (n=400), Spain (n=400), Australia (n=400), and Japan (n=400). The goal of the study was to identify the pain points tenants face and explore software solutions property managers can use to address them. Respondents were screened to currently rent their primary residence. For the 400 US. respondents, candidates had to be U.S. residents over the age of 18. * * * Looking for Property Management software?Check out Capterra's list of the [best Property Management software](https://www.capterra.com/rental-property-management-software/) solutions. ### Was this article helpful? * * * ## About the Authors [### Eduardo Garcia](https://www.capterra.com/resources/author/eduardo-garcia/) Eduardo Garcia is a content analyst at Capterra, covering research on new technologies and specializing in retail and healthcare. His research has appeared in The Times, Wired UK, Tech Radar, Customer Experience Magazine, the NHS and Computer Weekly. [### Kathryn Todd](https://www.capterra.com/resources/author/kathryn-todd/) Kathryn Todd is a senior editor at Capterra. She specializes in editing data-driven research reports that cover the latest technology trends. She has almost a decade of experience writing and editing content to help small businesses stay ahead of trends and find the best tech solutions for their needs. Kathryn holds a bachelor's degree in English Language and Linguistics from Sheffield Hallam University in the U.K. When not editing content herself, she enjoys reading content other people have... ### RELATED READING - [How AI Scheduling Software Helps Restaurants Reduce Overtime and Boost Staff Satisfaction](https://www.capterra.com/resources/ai-employee-scheduling-software-for-restaurants/) - [Why Use Accounting Software? 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