If you manage a multifamily property, you already know the frustration. Valet trash is supposed to be a convenience amenity, but too often it turns into a source of complaints. Missed pickups. Overflowing bins. Residents who stop trusting the service and start emailing the property manager instead.
At G&H Trash Valet, we track something most valet trash providers never bother measuring: Net Promoter Score, or NPS. And our numbers are some of the highest in the multifamily industry.
What NPS Actually Measures
NPS asks a simple question: how likely are you to recommend this service to a friend or colleague? Properties respond on a 0 to 10 scale. Anyone who answers 9 or 10 is a promoter. Anyone who answers 0 to 6 is a detractor. Subtract the detractor percentage from the promoter percentage, and you get your score.
It’s a blunt, honest metric. There’s no way to spin a low score, and there’s no ambiguity in a high one. That’s exactly why we track it.
Why This Matters to Property Managers
A high NPS isn’t just a nice statistic for us to put on a slide. It translates directly into things you care about:
Fewer complaints landing on your desk. When residents are happy with valet trash, they don’t escalate. Our promoters aren’t just satisfied, they’re actively telling us the service works.
Stronger resident retention. Amenities that residents actually value give them one more reason to renew. Trash service is invisible when it’s bad, and it should stay invisible when it’s good, quietly working in the background instead of generating friction.
How We Keep Our NPS High
Our high scores aren’t an accident. They come from the same commitment we bring to every property: showing up on schedule, communicating clearly when there’s a hiccup, and treating every resident interaction like it matters, because it does. We call this our CARE standard, and it’s baked into how we train our team and manage every account.
We also actually ask. A lot of valet trash companies never survey properties at all, which means they have no idea how properties really feel until a contract doesn’t renew. We collect feedback regularly, act on it, and follow up with properties who share it, good or bad.
The Bottom Line
Valet trash is a small line item on a property’s amenity list, but it has an outsized effect on resident sentiment when it’s done poorly. A provider with a proven track record of high NPS scores isn’t just collecting trash well. They’re protecting your community’s reputation and your residents’ day-to-day experience.
If you want to see how G&H can bring that same level of service to your property, reach out to our team today.