The Anatomy of Silent Churn
Silent churn occurs when a resident stops filing internal maintenance requests but continues to experience issues. This 'silence' is a high-risk signal. When a resident switches from internal ticketing to public reviews or ceases communication entirely, it indicates a loss of trust in the property's ability to resolve issues.
Predictive Sentiment Patterns
Risk intelligence identifies specific language patterns that precede non-renewal. Phrases like 'still not fixed,' 'ignored again,' or 'don't bother' in reviews or correspondence are leading indicators of churn. By aggregating these signals, leadership can identify high-risk tenancies before the 60-day notice window begins.
Proactive Recovery Framework
Retention often fails because a new onsite manager lacks the history of a resident's past frustrations. Defensible institutional memory ensures that the context of every past signal is preserved. When a manager can see the full timeline of a resident's experience, they can perform a proactive 'recovery' outreach that prevents a move-out.
Common Questions
What is the most common early signal of churn?
A repeat maintenance failure that has been marked 'closed' in a ticketing system but remains unresolved in the resident's reality.
How does Review Monitor help with retention?
It captures the public sentiment of residents who have stopped using internal channels, providing an 'early warning' that an internal process has failed.