Equity Residential
equityapartments.com ↗In their words
“61% of our residents renewing with a 4.7% achieved renewal rate increase”
“With nearly 59% of our leases renewing and both of these were in line with what we thought”
“Strong renewal rate of 5.2% and with 60% of the residents renewing in the quarter”
NPS disclosures (2)
(2) Customer Loyalty Scores are calculated by the Company using a “net promoter methodology,” a widely-used method to gauge customer satisfaction.
29 Table of Contents (2) Customer Loyalty Scores are calculated by the Company using a “net promoter methodology”, a widely-used method to gauge customer satisfaction.
Retention disclosures (25)
Retention rate: 61% (Q1 2026) — “61% of our residents renewing with a 4.7% achieved renewal rate increase”
Retention rate: 59% (Q3 2025) — “with nearly 59% of our leases renewing and both of these were in line with what we thought”
Retention rate: 60% (Q2 2025) — “strong renewal rate of 5.2% and with 60% of the residents renewing in the quarter”
Retention rate: 5.5% (Q1 2023) — “We're achieving somewhere in this 5.5% to 6% achieved renewal rate increase each month.”
Retention rate: 55% (Q1 2023) — “We're renewing about 55% to 60%.”
Retention rate: 10% (Q2 2022) — “the achieved renewal rate off of the offers that we put out there, where we believe that is going to be around this 10% for the next several months”
Retention rate: 7.7% (Q3 2021) — “renewal rate achieved has continued to improve with September at 7.7% and October on track to be 9%”
Retention rate: 62% (Q3 2021) — “We renewed 62% of residents in September and October is on track to be just below 65%”
Retention rate: 55% (Q1 2021) — “March and April, both achieving above 55%. These levels remain below our historical average for this time of year”
Retention rate: 60% (Q4 2020) — “I'm optimistic that we're going to get back into the 60% retention rate”
Retention rate: 54% (Q4 2020) — “We expect that to improve to around 54% for February and March”
Retention rate: 52% (Q4 2020) — “We have found some stability in the percent of residents renewing, which stands at approximately 52% in January”
Retention rate: 88.2% (Q2 2020) — “turnover at 11.8% for the quarter, which is a 130 basis points lower than the second quarter of 2019”
Retention rate: 0.7% (Q2 2020) — “Achieved renewal rate increases were positive 70 basis points for the quarter”
Retention rate: 50.5% (FY 2019) — “Turnover declined by nearly 200 basis points to 49.5% for the year”
Retention rate: 4.9% (FY 2019) — “Strong achieved renewal rate increases of 4.9% for the year, which was the same as 2018”
Retention rate: 4.6% (Q4 2017) — “our teams were able to deliver 4.6% renewal rate growth”
Retention rate: 54% (Q3 2017) — “renewing 54% of our expiring leases for the quarter”
Retention rate: 4.7% (Q3 2017) — “In addition to the 4.7% renewal rate increases achieved for the quarter”
Retention rate: 4.8% (Q2 2017) — “achieving renewal increases of 4.8% for the quarter”
Retention rate: 60% (Q1 2017) — “the percentage of our residents who renewed with us increased from 57% in Q1 of '16 to 60%”
Retention rate: 4.3% (Q1 2017) — “renewal rates achieved for the quarter were 4.3%”
Retention rate: 5.3% (Q3 2016) — “Renewal rates achieved for the quarter continued to be well above historical averages at 5.3%”
Retention rate: 4.3% (Q2 2016) — “Renewal rates achieved were 4.3% for the quarter”
Retention rate: 6% (Q1 2016) — “we would expect to average 6% for the full year. We've averaged 6.2% for the quarter”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.