NPS Intelligence (beta)

The final weighted NPS for 2025 was 33.5 (34 for the first half and 33 for the second half), resulting in a weighted 112.5% achievement. ​ ​ Aval

AvalonBay Communities reported a mid-lease NPS and a 41% turnover rate in 2025, the lowest in company history.

AvalonBay Communities reported a mid-lease Net Promoter Score of 34 in Q4 2025.

Residents: Achieve Mid-Lease Net Promoter Score of 33 by 2025

near all-time high mid-lease Net Promoter Score of 34

…Increased customer NPS scores from 23 for the full year 2023 to 30 for 2024. ● Enhanced the Company’s information technology function, preventing any material security events or cyber breaches. ●

…Measure Weight Threshold Target Max % of Target Payout GRESB 7.5% 125.0% Customer Satisfaction – Mid-Lease Net Promoter Score (“NPS”) and Online Reputation Sentiment Mid-Lease NPS Mid-Lease NPS measures customer feedback from residents who…

At year-end 2022, our NPS was 26 at stabilized communities, which is slightly below the annual target range of 28-34, resulting in 66.7% achievement on this metric.

We achieved an NPS of 31 for stabilized communities, which exceeded the top end of our target range by three, resulting in 175.0% of target performance.

Online Reputation Sentiment → Mid-Lease NPS and Online Reputation Sentiment measure our residents’ satisfaction and feedback on our product and service sourced from independent third parties.

…And for the most part, I think we're getting very good feedback through our Net Promoter Score comments around people appreciating our efforts.

Budget 20% -2% 0% 2% 0.14% 106.8% Customer Service - Mid-Lease Net Promoter Score ("NPS") 20% 30 33 36 31 66.7% Construction Performance, Including Budget, Quality, Schedule and Safety 20% Qualitative Assessment 115.0% Development Starts and Completions…

Budget 20% -2% 0% 2% 0.45% 122.5% Customer Service – Mid-Lease Net Promoter Score ("NPS") 20% 27 30 33 32 166.7% Construction Performance, including Budget, Quality, Schedule and Safety 20% Qualitative Assessment 116.0% Development Starts and…

Budget 20% -2% 0% 2% -0.09% 95.5% Customer Service – Mid-Lease Net Promoter Score ("NPS") 20% 20 25 30 29 180.0% Construction Performance, including Budget, Quality, Schedule and Safety 20% Qualitative Assessment 100.0% Development Starts and…

uses the Net Promoter Score (NPS) as another key measure of what residents think

AvalonBay Communities achieved its customer-focused Net Promoter Score goal four years ahead of schedule.

Budget 25% -2% 0% 2% -0.97% 74.50% Customer Service – Mid-Lease Net Promoter Score 25% 17 23 29 22 91.67% Construction Performance, including Budget, Quality, Schedule and Safety 25% Qualitative Assessment 110.47% Development Starts and Completions…

(iii) enhancing the Company's Net Promoter Score ("NPS") and Online Reputation customer satisfaction metrics; and (iv) increasing the efficiency of the Company's digital marketing efforts.