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Increase in Resident Response Rate
Weekly Data Analysis Time Savings
Average NPS Point Increase w/SentimentAI
As the largest owner/operator of off-campus student housing communities, The Scion Group has proven to be adaptable, innovative, and forward-thinking in the pursuit of delivering excellent resident experiences for students across the United States. With a portfolio that has grown to encompass 146 communities across 82 college and university markets, Scion combines broad regional and national management experience with roots in the firm’s 25-year history as advisor for universities, foundations, and private-sector providers across North America.
In order to better serve the needs of the over 90,000 students who call Scion communities their homes, Scion needed a method to get real-time, actionable feedback about what really matters to its residents.
The Scion Group prioritizes getting actionable feedback from their residents and developing strategic “Action Plans” in order to boost retention rates and better align the company’s offerings with the needs of students. In the beginning, some community surveys drew too few responses to spot trends early, and the team had to spend hours each week reading through individual responses and manually noting common themes in order to identify issues.
That process of turning resident feedback into actionable insights delayed the ability to make changes to operations. With that in mind, Scion looked to EliseAI, already a proven partner of Scion, to find a better solution for resident feedback. The solution? SentimentAI.
SentimentAI made it possible for the Scion team to gather and synthesize resident feedback in real-time, without adding work for the team. By embedding mobile‑first SMS feedback collection at critical touchpoints, like move‑in, post‑maintenance, renewal, and move out, SentimentAI raised resident engagement rates by engaging students where they already are—their cell phones.
Automated follow‑ups nudged non‑responders, and the platform’s analytics quickly grouped answers by sentiment and topic, allowing teams to develop “Action Plans” for performance improvement. Now, instead of requiring labor-intensive manual coding and analysis, the Scion team leverages AI to automatically extract meaningful insights from text responses, saving significant time while also improving data accuracy.
But the data you gather is only as good as the outcomes you drive with it—something Scion knows how to do effectively. With SentimentAI helping inform Scion’s comprehensive “Action Plans,” the company has significantly boosted NPS scores across move-in surveys, pulse surveys, and move-out surveys alike. While having SentimentAI providing real-time insights is key, it’s Scion’s ability to turn those insights into measurable customer satisfaction increases that distinguishes it from its competitors.
For Mary and Amy, SentimentAI offered a few key features and additional functionality that they felt EliseAI was best suited to deliver. One of those is SentimentAI’s ability to rapidly process insights and deliver meaningful data, offering significant time savings. The omni-channel nature of SentimentAI also increased response rates, as Scion’s young, tech-savvy student clientele were much more likely to provide feedback via text than via email. Plus, students appreciated the free-form nature of the replies rather than lengthy multiple choice forms; this innovation is enabled by the natural language processing capabilities of SentimentAI as opposed to traditional form-based tools. Finally, the real-time troubleshooting and instantaneous surfacing of addressable issues through EliseAI’s conversational AI platform helps Scion shorten the time from insight to action.
The Scion Group continues to redefine the student housing experience, incorporating real-time feedback into their operating model at breakneck speeds. Scion’s ability to leverage SentimentAI to create meaningful impacts on its residents’ lives has helped boost NPS by delighting the residents who call Scion communities home. Keep an eye on The Scion Group as it continues to reshape what operational excellence looks like in student housing.
Amy Finn—lover of all things detailed is currently working as Director of Brand at The Scion Group. With over a decade of brand & marketing and hospitality under her belt, including a position of Head Coffee QC Manager for North America at Soho House, as well as a degree in Classical Music Performance, she brings her own unique flavor into presentation, branding, and everyday operations. With her journey into brand starting as a classical musician, she finds the art of sweating the details necessary to grow and consistently create greatness. Her passion for elevating customer experience and pushing the boundaries of brand and interior design drives her daily work.
Mary Hsieh is a driven and enthusiastic Market Research Analyst with over 2 years of experience turning insights into action at The Scion Group. She has worked to improved Scion’s competitiveness and performance through processing, transforming, and analyzing data with SQL, constantly dedicated to envisioning, documenting, and clearly communicating novel end-to-end solutions for business needs. Mary brings her experience in managing multi-functional teams to quickly address challenges and create sophisticated solutions for The Scion Group.
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