Leasing teams are graded using secret-shopper scores, but what about grading the maintenance staff? As studies reveal that quality of maintenance and fast work-order response times are primary factors in leasing and renewal decisions and that maintenance teams increasingly represent their communities to the residents, greater importance is placed on mastering methods for “measuring” maintenance operations. Engage the front-line team, shape the future of your entire onsite operations and uncover practicable ways maintenance metrics can translate to increased bottom lines.