The move-in process can often feel overwhelming for new residents. It’s more than unpacking boxes and setting up utilities—it’s the beginning of their life, patterns, and habits in a new community.

How this process unfolds often sets the tone for the entire resident journey. This means you have a unique opportunity to turn the move-in experience into a valuable and much-needed win, helping residents feel welcome and “at home” faster.

While technology is often used to streamline administrative work, it’s important to recognize how move-in tools benefit residents directly. Implementing tech that makes the move-in experience smooth, easy, and personalized isn’t simply good for operations; it’s key to long-term resident satisfaction.

The importance of a great first impression: Why move-ins matter

Moving is the third most stressful event in life, right behind death and divorce. This pain and stress create an opportunity for you to offer more than logistics support.

It’s your chance to create a welcoming, frictionless move-in experience that helps residents feel at home faster, laying the foundation for a positive, long-term relationship.

Residents want efficiency and ease during the move-in period. A technology-supported move-in saves residents time and helps them feel settled. The value is clear, and with technology, you can offer a service that acts as both an operational solution and an amenity for residents. By using a tool that allows residents to manage their entire move—from setting up internet, TV, and utilities to booking movers, securing renter’s insurance, registering pets, and communicating with the leasing team—all in one place, you offer more than task automation. You offer a stress-free, welcoming experience that helps them recapture a sense of stability and “home” faster.

And, there’s plenty of data to back this up

Recent studies prove that move-ins are directly correlated with renewals.

Move-ins impact long-term satisfaction

Research from Updater’s The Move-In Effect report reveals that residents satisfied at move-in are 59% more likely to renew their lease as shown in KingsleySurveys from 2018, while only 20% of residents dissatisfied at move-in became satisfied by renewal, documented in KingsleySurveys from 2023. This data highlights how difficult it is to turn a resident’s negative experience around, making it absolutely critical to get move-ins right.

Poor move-ins can hurt your community reviews

Having a dissatisfied resident can also lead to poor reviews and impact your online reputation, presenting a completely separate challenge. According to a recent Grace Hill study diving into the effect that online reviews have on residents’ decision process, 79% of renters report that reviews influenced their leasing decisions, and 55% won’t even consider touring an apartment if the star rating is not 4 or above. On the flip side, a positive move-in experience can help you avoid bad reviews, and increase your online reputation scores.

According to a recent study conducted by RealPage and J Turner research, on average, properties witnessed a 3-basis-points (BPS) premium to market returns for each point a community improved its Online Reputation Assessment (ORA™) score.

Renters prefer apartments that offer moving help

A streamlined, tech-forward move-in process eliminates stress and provides an elevated experience that reflects well on the entire community. A recent study conducted by Dimensional Research, for  RealPage, reveals a critical insight into this challenge: 97% of renters are more likely to choose an apartment that offers a streamlined moving process.

It’s critical for residents to settle in quickly, and streamlining the move-in process supports that goal. An Updater study from 2023 revealed that 70% of renters believe “settling in quickly” is the most vital element for a happy move.

By offering a “one-stop-shop” approach, Jami Anderson, Director of Training & Support at Middleburg Communities, witnessed a future resident praising their move-in technology. “They couldn’t stop talking about how easy and straightforward the program is. They loved having everything they needed in one place.” Offering a move-in solution helps residents feel more organized and in control of their move-in process.

How technology creates a seamless move-in

Today, residents expect more than a place to live; they want convenience, ease, and a sense of belonging.

Technology like automated move-in platforms can be offered as part of the resident experience—turning what was once a stressful process into a valuable amenity.

Value is visible in feedback from Jovanny R., a resident at 1801 Metro West an American Landmark community, who wrote a 5-star TrustPilot review of Updater: “The Updater app really helped me keep everything on track. Connecting my utilities, renter’s insurance, deposit—it even gave me SO many offers and discounts from TV mounting, movers, BOXES! So many things. I LOVED it and I would honestly RECOMMEND it 10000000000%.”

Beyond streamlining administrative tasks, technology plays a pivotal role in enhancing the resident experience. By simplifying and customizing the move-in process, these tools do more than improve operations—they create a more enjoyable, stress-free transition for residents, which is essential for fostering long-term satisfaction. Offering residents an app to complete all move-in tasks without stress enhances their experience and helps them feel organized and in control. In addition to improving move-in satisfaction, you can leverage move-in technology to optimize the move-in process internally. Tech can provide a centralized view of all move-ins, send timely and relevant communications to new residents, be customized based on what’s important to a community, visualize move-in readiness, and much more. When leasing teams are organized, and on top of the details, residents will feel cared for during the early make-or-break moments.

Balancing technology with the human touch

While automation is essential for efficiency, it’s important to balance technology with the personal touch that connects residents to their community. Moving is an emotional experience, and residents value in-person interactions.

According to KingsleySurveys, 2023, 68% of renters said they prefer an in-person walk-through or orientation on move-in day. Technology can support these efforts by freeing up leasing staff to focus on providing that personal welcome.

The key is to find a balance—use automation to handle repetitive tasks so your team can dedicate more time to resident engagement and personalized services, like orientations, welcome kits, custom messages based on preference and needs, invites to upcoming community events, and regular check-ins.

Additionally, the KingsleySurveys conducted in 2023, show 83% of renters said that the onsite staff and management team heavily influence future leasing decisions. This further demonstrates that residents value a personal touch. The way the move-in experience is handled sets the tone for a resident’s relationship with the management team, emphasizing how important it is to get the details right.

As highlighted in this feedback about seamless communication with the leasing team, Toya J., a resident at Mableton Ridge, a Cushman & Wakefield community, who used the Updater app, wrote a 5-star TrustPilot review, stating, “Every question I had was answered in a timely manner. Very professional and it made my move very easy and less stressful. I would use Updater for every move if it’s available.”

Technology can help meet resident expectations by providing a personalized moving experience and sending custom messages and reminders. Custom reminders keep residents in the loop about their specific timelines and free leasing agents up by not having to send manual reminders. On moving day, residents can simply grab their key and get on with their move. Helping residents feel informed and valued before they even set foot in their new home sets the tone for their experience at a community. Personal touches like these aren’t simply operational—they’re integral to making residents feel at home.

Who’s doing it right? Innovators setting the standard

Several companies have been leading the way in delivering exceptional move-ins:

• Bozzuto streamlined their move-in process using move-in technology, reducing the time it took residents to complete move-in tasks from 5-10 days per move to ~2 hours per move. By automating key steps like utility setup and document management, they provided a faster, stress-free move-in experience, allowing leasing teams to focus on creating a personalized welcome for new residents. This efficient approach significantly enhanced both resident satisfaction and operational effectiveness. Summing this up, Jenna Miller, Vice President of Marketing & Customer Experience at Bozzuto says, “Move-in technology has been instrumental in helping us remove friction from the move-in process for both our residents and onsite teams.”
  
   
  
  
• Western Wealth Communities introduced automated reminders that helped leasing teams save time and ensured residents received timely updates about move-in tasks. The newfound efficiencies reduced internal workloads and provided time to focus on creating a warm, personalized welcome for each resident. Jennifer Staciokas, President at Western Wealth Communities highlights the value of using move-in technology: “Our technology partner provides a value add amenity to our residents while providing a seamless moving experience, setting the tone for our relationship with each resident.”

• Madera Residential reduced the stress of back-and-forth communications with residents by automating key move-in tasks. The improvements allowed the team to provide a seamless experience for residents, with personalized touches that set the tone for a welcoming move-in. In speaking with Vincent Cotton, Community Manager at Mission Fairways, a Madera Residential community, he believes a smooth move-in sets the tone for a resident’s entire lease. Leveraging move-in technology for a resident centric approach, he shares, “Having that one-stop-shop where everything about moving is at your fingertips is incredible.”
  
  

The cost of getting it wrong

This may or may not shock you, but the second most common reason residents move out is dissatisfaction with management, according to NMHC’s 2024 Apartment Resident Preferences Report. This reason is completely fixable and within your control. Think about how much ownership you have over this statistic.

Additionally, a poor move-in process can affect resident satisfaction and be financially costly. Turnover costs average $3,976 per unit as shown in a report from Zego, making retention critical. Moreover, dissatisfied residents are more likely to leave, only increasing turnover expenses.

A risk that many tend to overlook: a poor move-in process hurts ancillary revenue, which directly impacts NOI.

Updater’s research shows that residents moving are 4x more likely to explore or try new products and services. Move-ins are an ideal moment to introduce residents to your community’s service partners, helping you generate additional revenue. Instead of overwhelming them with scattered offers, presenting everything in one place—right when moving is top-of-mind—provides a seamless experience. Use technology to consolidate these offers, ensuring residents can easily access promotions for services like TV, internet, and movers in a single platform.

By guiding residents through the move-in process with all their options clearly laid out, you not only enhance their experience but also increase the chances of boosting ancillary revenue through your preferred partnerships. Residents are more likely to opt for these services when everything is conveniently located within one streamlined move-in system.

Final thoughts: Help residents feel at home faster

At its core, a successful move-in experience is about making residents feel at home quickly and with as little stress as possible.

By giving residents access to the right technology that helps streamline and simplify their move, you can create a stress-free, enjoyable move-in experience that offers more than a convenience—it offers a sense of belonging.

Research from Updater’s The Move-In Effect report highlights that paying attention to this critical step can improve retention with happier residents, reduce turnover costs, and build stronger communities. By focusing on the pivotal “moving moment,” you can foster trust and satisfaction. And, with the right technology in place, move-ins become a positive and a competitive advantage for your company.

Visit Updater.com to learn how move-in technology provides a seamless experience, boosts resident satisfaction, and drives retention. Plus, discover the latest in multifamily trends, move-in technology, and see how other communities have improved the move-in process.