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BONUS EP - How AI is Changing Resident Sentiment Analysis
This bonus episode is a presentation of brand new research on AI-driven sentiment analysis, which debuted at OPTECH 2025. The research uses resident perspectives on Wi-Fi to reveal new insights into what actually drives experience and renewal.
Dom Beveridge is joined by Kevin Donnelly, Executive Director and Chief Advocacy Officer at RETTC, and Arjun Kannan, Co-Founder of ResiDesk, to discuss the methodology, findings, and broader implications for
Download the research White Paper at: https://lp.20for20.com/25-wp-wifi-sentiment-analysis
The presentation includes:
How AI-driven conversation beats surveys: Adaptive, low-friction text conversations over time capture open-ended resident input at scale, without the rigidity and bias of surveys.
Signal vs. noise: AI helps separate volume of complaints from meaning and importance. What residents say is negative isn’t always what creates business risk.
What residents care about + the renewal linkage: Reliability dominates (more than speed, features, or “value” pricing), and outages are the one issue that meaningfully correlates with churn/renewal risk.
Regulation and “consumer choice”: Policy debates often fixate on provider count, while residents “choose” outcomes enabled by reliable connectivity.
Broader lesson for multifamily research: Treat assumptions as hypotheses and let residents lead; this method can reframe amenity/CapEx decisions by revealing what actually matters in daily life.
To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.
Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to [email protected].
Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.
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By Dom Beveridge
5
99 ratings
This bonus episode is a presentation of brand new research on AI-driven sentiment analysis, which debuted at OPTECH 2025. The research uses resident perspectives on Wi-Fi to reveal new insights into what actually drives experience and renewal.
Dom Beveridge is joined by Kevin Donnelly, Executive Director and Chief Advocacy Officer at RETTC, and Arjun Kannan, Co-Founder of ResiDesk, to discuss the methodology, findings, and broader implications for
Download the research White Paper at: https://lp.20for20.com/25-wp-wifi-sentiment-analysis
The presentation includes:
How AI-driven conversation beats surveys: Adaptive, low-friction text conversations over time capture open-ended resident input at scale, without the rigidity and bias of surveys.
Signal vs. noise: AI helps separate volume of complaints from meaning and importance. What residents say is negative isn’t always what creates business risk.
What residents care about + the renewal linkage: Reliability dominates (more than speed, features, or “value” pricing), and outages are the one issue that meaningfully correlates with churn/renewal risk.
Regulation and “consumer choice”: Policy debates often fixate on provider count, while residents “choose” outcomes enabled by reliable connectivity.
Broader lesson for multifamily research: Treat assumptions as hypotheses and let residents lead; this method can reframe amenity/CapEx decisions by revealing what actually matters in daily life.
To get access to the latest 20for20 articles, papers and news about forthcoming events, subscribe to our blog at 20for20.com.
Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to [email protected].
Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.