5 KPIs That Prove Resident Experience Drives Financial Performance

Are great resident experiences just “nice to have” — or do they actually drive NOI growth and investor returns?

In this episode of The Full Out Real Estate Investor, John Makarewicz and Mark Faris reveal the five key KPIs that connect happy residents to higher NOI and long-term value growth. They break down the exact metrics top operators track — and the small operational wins that compound into major investor outcomes.

✅ Renewal Rate & Trade-Up Percentage — how early outreach and personalized touches drive rent growth and retention

✅ Work Order Completion Time — why same-day repairs and 48-hour guarantees cut churn and build trust

✅ Online Reputation Score — how reviews directly impact leasing conversions and pricing power

✅ Delinquency Rate — how keeping it under 2% protects cash flow while staying p ...