How the Resident Sentiment Score Works, and How to Use It Before Renewal

The short answer: The Resident Sentiment Score is a measure from 0 to 100 of how each resident's experience is trending. Della OS builds it from many positive and negative moments across the interactions residents already have with your property, then shows it by resident, building and portfolio, with the reasons behind each change. Teams use it to step in long before a renewal decision.

Why sentiment matters before renewal

Most operators find out how a resident feels when the renewal notice goes out. By then, a slow repair in the spring or months of construction noise has already shaped the decision. Replacing a resident costs far more than keeping one. A signal that moves with everyday experience gives teams time to fix the cause while it still matters.

How the score is built

The score draws on five kinds of input from the interactions residents already have with your property in Della:

• Conversations with Della and your team.
• Maintenance requests: what was asked and how it went.
• Time to resolve: how long issues stay open.
• Amenities and services: bookings and requests that worked.
• Recurring topics: themes such as noise or heat.

Positive and negative moments carry different weight, and recent experience counts more than older moments. The result lands on a simple scale, from extremely dissatisfied at the bottom to extremely satisfied at the top.

Patterns, not moments

The score reflects many interactions over time. One difficult conversation never defines a resident. It is a signal to act on, never a verdict on a person.

Three views for three jobs

Portfolio: which buildings are doing better

Regional and asset managers see each building's score and trend side by side, so the building that needs a closer look stands out without anyone building a report.

Building: what is moving it

Inside a building, Della shows the drivers this month, such as maintenance taking longer to complete, construction noise next door, package room access or a lift from smooth amenity booking. Teams fix the cause, not the symptom.

Resident profile: who to check in with

For staff with access, a resident's profile shows how their experience has been trending, what changed and when their lease renews. A resident whose score has dropped two months before renewal is a good moment for a conversation.

Using it in practice

• Review the portfolio view weekly and pick the one building that needs attention.
• Use the building drivers in your site meeting to agree one fix.
• Check in with residents whose lease renews within 90 days and whose score is falling.
• Watch the trend after the fix, not just the number.

Private by design

The score is built only from interactions residents already have with your property in Della, and it is visible only to team members with access, in reports, portfolio overviews and resident profiles. It supports your team's judgment rather than replacing it.

Frequently asked questions

What is a good Resident Sentiment Score?

Scores from 75 to 90 read as very satisfied and 91 to 100 as extremely satisfied. More useful than any single number is the direction it is moving.

Can one bad interaction drag the score down?

No. The score weighs many interactions over time, so one difficult moment never defines a resident.

Who can see a resident's score?

Only team members with access, in reports, portfolio overviews and resident profiles.

Read the Resident Sentiment Score glossary entry, or book a Della AI walkthrough to see it on your own portfolio.