PRE-MOVE-IN UNIT INSPECTION

Oakwood will ensure that your apartment is ready when you arrive.  Our staff follows a comprehensive checklist to make sure that all items have been delivered as ordered, and that all services (phone, electric, cable, etc.) are in working order.  If we find any problems, they will be resolved before you arrive.  We also conduct a second inspection of each apartment unit before a guest moves in, to double-check that it is immaculate and ready for you.

GUEST SATISFACTION SURVEYS

Oakwood seeks customer feedback to ensure every guest is pleased with our housing and services.  We contact guests in each apartment within 72 hours of their arrival through our Resident Move-in Survey.  Oakwood also conducts Customer Satisfaction Surveys of clients who have stayed with us for forty days or more, to make sure we provide exceptional service throughout each guest's stay.  We'll survey you in the following areas:

• Ease of doing business with Oakwood
• Move-in procedures
• Cleanliness
• Furniture
• Housewares
• Property staff
• Community
• Whether you are likely to recommend Oakwood to others

We currently reach about 50% of our residents.  If we can't reach you, we'll leave a voice mail message asking you to let us know if you have encountered any problems or need additional services.

If you notify our survey representative about any problems, a District Manager or Guest Services Representative will follow up with you the next morning.  If we can't resolve the problem immediately, we'll let you know how and when it will be corrected.

CUSTOMER SERVICE MONITORING SYSTEM

In addition to seeking customer feedback, Oakwood employs a self-monitoring system to make sure we are performing to our high standard of service.  A specialized Oakwood team poses as customers to "shop' our properties and offices around the world, in person and by telephone, mail, and e-mail.  The team seeks out areas in which Oakwood's service can improve, and recognizes employees who provide exemplary service.

STANDARD OPERATING PROCEDURES

Oakwood designed a set of Standard Operating Procedures to ensure the same high quality of service at all of our locations.  Each of our employees is prepared to provide correct and complete information and consistent service to every client.  The same set of procedures is common to our call center, corporate offices, and apartment locations, so you'll always know what to expect from Oakwood: comfortable, attractive apartments; your choice of amenities; and prompt, personalized customer service.