New Research
What Residents Really Want From AI in Maintenance
Independent study reveals where AI helps, and where human connection drives renewals.
The Numbers Operators Can’t Ignore
AI is rapidly becoming the default front door to maintenance. On paper, it’s an efficient win: faster response times, 24/7 coverage, fewer calls. No surprise there.
But the AI conversation often stops short at operational metrics – how fast, how many, how deflected. It rarely addresses what matters on the resident side: trust, reassurance, and satisfaction especially when stakes are high.
HappyCo commissioned independent research to answer the question the industry’s missing: does AI-assisted maintenance improve satisfaction – and does it support renewals?
Here’s just a small snapshot of key findings:
But the AI conversation often stops short at operational metrics – how fast, how many, how deflected. It rarely addresses what matters on the resident side: trust, reassurance, and satisfaction especially when stakes are high.
HappyCo commissioned independent research to answer the question the industry’s missing: does AI-assisted maintenance improve satisfaction – and does it support renewals?
Here’s just a small snapshot of key findings:
82%
Prefer a human first for urgent maintenance. Familiarity with AI doesn't change that
67%
Are comfortable using AI for routine requests, but only 30% for emergencies
53%
Are more likely to renew with human support available
What You’ll Get in the Report
Where residents welcome automation vs. humans
How urgency changes expectations and escalations
The critical gap between “I trust it” and “I prefer it”
Why satisfaction looks steady while renewal intent drops
A blueprint for balancing AI with human coverage
Get the Report
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