During the customer lifecycle there are certain critical experiences:  leasing, move-in, resident service requests, renewal, and move-out. Here's an example of drivers during move-in:

• Apartment readiness (clean, appliances hooked up)
• Office staff is available
• Eliminate mistakes (missing keys, lease errors)
• Preventing errors in move-in experience.

http://netpromoter.typepad.com/.shared/image.html?/photos/uncategorized/checklist_3.jpghttp://netpromoter.typepad.com/.shared/image.html?/photos/uncategorized/checklist_4.jpgThis led to a big chart with a move-in checklist in each building. (They call it the "poor man's Six Sigma"). The result of this visual, simple tool? 50% increases in NPS.