Prerequisites
- ✓Active operations + at least 3 months of tenant data
- ✓Tenant satisfaction baseline (survey or NPS)
TL;DR
Reduce churn via excellent onboarding (week 1), structured community programming (events weekly), early-warning monitoring (NPS trends + behavioral signals), retention interventions (60-day checkin, 90-day discount), and exit interviews (learn from departures). Doubling ALOS roughly halves CAC drag.
Step-by-step
- 1
1. Excellent onboarding (week 1)
Welcome dinner. Buddy assignment. Community manager 1:1. Property tour. Review of house rules. First-week experience predicts 60% of overall satisfaction.
- 2
2. Structured community programming (every week)
Weekly recurring event (Thursday community dinner, Saturday brunch). Monthly bigger events (game night, neighborhood tour, skill-share). Predictable cadence beats sporadic high-effort events.
- 3
3. Early-warning monitoring
Track NPS trends weekly. Behavioral signals: declining common-area presence, decreased event attendance, longer response times. Single-tenant signals identify retention candidates.
- 4
4. 60-day check-in
Community manager 1:1 with each tenant at 60 days. 'How are you settling in? Anything we should change?' Data on issues + signals retention attention.
- 5
5. 90-day extension offer
Around month 3, offer 5–10% discount for committing to extended stay (3 or 6 more months). Tenants on the fence convert at 30–40% to extended commitment.
- 6
6. Exit interview when departing
30-minute conversation, not a survey. Why leaving? What would make you stay? What did you wish was different? Insights compound across tenants.
- 7
7. Retention loop
Monthly aggregate of why tenants leave. Address top 3 themes. Most coliving churn is preventable with focused operational changes — community manager quality, amenity gaps, pricing competitiveness.
Common issues + fixes
×Tenant churn higher than expected
→Diagnose: pricing? community? property quality? location? Survey + exit interviews give the answer. Most churn issues are addressable operationally; very few are structural.
×Community programming feels forced
→Hire a community manager genuinely interested in event planning + people. Don't try to systematize a personality role. Best community managers have 5+ years of relevant experience.
×Extension offers don't convert
→Either pricing is wrong or community offering is wrong. The offer is only meaningful if the tenant likes the experience. Address the underlying issue first.
Frequently Asked Questions
What's a healthy ALOS for coliving?
Lisbon ~5.5 months, Berlin ~8.5, Madrid ~6.5, Austin ~9.5, NYC ~11, London ~7.5, Bangalore ~8.5, Singapore ~9. Below the city baseline by 30%+ indicates retention issues.
How much does ALOS affect operating margin?
Significantly. Doubling ALOS roughly halves CAC drag (8–14% of revenue). The difference between 18% and 28% operating margin in many properties.
What's the highest-ROI retention tactic?
Community programming. Excellent community management drives ALOS up 30–50% over baseline operators with similar property + price. CAC reduction from this is the biggest single revenue protection.
Community Health Scorecard
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