Surveying 118 companies with portfolios from 1,000 units to over 200,000 units, Multifamily Insiders has released its 2026 Technology Adoption Report. This revealing report deep dives into technology usage and gaps across operators, including research insights from Super on the state of voice.
Three key trends:
- There is a real technology gap between large-scale operators and smaller ones. Of the operators with 25,000 units or more, there was 100% adoption of technology for payments, resident portals, online service requests, and financial and business intelligence tools. When it comes to front office and communication management, smaller operators lag in adoption in every category—in some cases by up to 44 percentage points.
- Communication solutions are lagging across the board. Operators at every scale have not yet adopted solutions for customer communications. 41% of operators under 5,000 units utilize a leasing contact center, whereas 69% of operators with 10,000-25,000 units have one. Even then, many property management operators have no solution for leasing leads reaching out on a Saturday, or at 6:01pm on a Thursday. This gets even worse for residents—while there is high adoption of resident apps, only 40% of operators have a resident services contact center (37% for the sub-5,000 unit operators and 45% for the 10,000-25,000 unit operators).
- Leasing leads are going unanswered during business hours. Super's March 2026 secret shop data was revealing: operators across markets have major responsiveness issues. Across 3 markets, the best answer rate during business hours was only 24%. And a majority of phone lines required a tedious "interactive voice response" (IVR) phone tree in order to just land in voicemail pergatory.
Super’s secret shop data shows a clear gap between resident expectations for instant service and the current operational reality: a high friction experience that ends in no live answer.
This is reflected in the stats for adoption of communication solutions as well. It affects:
Leasing velocity: Slow responses negatively impact conversion and brand perception.
Resident experience: Relying on automations feel impersonal and are easy to ignore in an information-overload economy.
24/7 coverage: Property operations are always-on, but staff aren’t.
Global voice: Communication barriers are heightened when operators can’t meet customers in their native language.
At Super, we believe that voice AI is a strategic differentiator for property managers looking to close these gaps by focusing on "speed-to-voice" that can eliminate friction and improve responsiveness.
Download the full report from Multifamily Insiders.
Super is the AI voice platform built specifically for property management. We handle inbound calls and callbacks 24/7, so every lead gets a real response — not a phone tree or voicemail. Ready to get started? Book a demo.
