The moment of ending a lease contract, historically marked by bureaucracy and conflicts of interest, became the focus of a new strategic investment by QuintoAndar, which allocated R$18 million in 2025 to the structuring of a dedicated board and the implementation of artificial intelligence technologies aimed at the property’s exit journey.
“Over the last two years, we restructured service based on data and active listening, and it became clear that post-contract, especially termination, was one of the most critical moments in the rental journey. This is something historically recurring across the market, as it tends to focus opposing expectations between owner and tenant: the former wants to rent the property again as soon as possible, while the tenant is focused on the new home, so any noise can generate wear and tear” explained Felipe Abreu, Director of Customer Experience [experiência do cliente] of QuintoAndar, exclusively to InfoMoney.
The changes implemented in the last two years resulted in a 50% reduction in the average termination time and a 15 point increase in the NPS (Net Promoter Score) at this stage.
“We made this additional investment in 2025, consolidating a dedicated board and expanding the technology teams involved and empowering them with new tools. This made it possible to rethink some critical journeys to be more fluid in the app, such as key locations after vacating the property, and advance guidance to tenants and owners about their responsibilities during the exit process”, he added.
The first step towards this evolution was to stop viewing termination, which is one of the most critical stages of the customer journey, as a lever for efficiency and new business within the Customer Experience (CX) strategy.
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To improve indicators, the company implemented the Single Point of Contact model, where a professional accompanies the customer from the beginning to the end of the checkout process, aiming to ensure greater coherence in the experience.
The use of AI was integrated to automate operational steps, such as comparing inspection photos and suggesting necessary repairs. At the same time, the “First Contact Resolution” squad, which focuses on simplifying complex processes, such as condominium and expense reimbursements, eliminating transfers between areas, achieved an 83% rate of immediate problem resolution in the first year.
“What we did was change the logic: instead of each area optimizing just its stage, we started to redesign the entire process from the customer’s perspective. In practice, we reviewed flows, eliminated steps and empowered the attendant to make decisions during the service, without unnecessary transfers. This was possible through new technologies, including the use of AI for rapid validation of documents, bills and information”, adds Abreu.
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The main reasons for termination
According to data from the platform, termination requests come mostly from tenants. The behavior is attributed to the greater freedom to rethink the place of residence after one year of the contract, when termination can occur without the imposition of fines.
The main factors that motivate the termination of contracts are linked to changes in the customer life cycle. Among the most common reasons, the following stand out:
- Change of job;
- Income variation;
- Change in family composition;
- New personal priorities.
“We even observed that Brazilians move less than people in other countries, and one of the reasons may be precisely the history of more bureaucratic and frictional departures that culturally we have here”, says the CX Director at QuintoAndar
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Prevention
The company’s strategy to reduce friction at exit was based on the understanding that termination must be worked on in a preventive manner throughout the entire term of the contract, and not just at the time of termination.
The termination process is structured mainly around three pillars: meeting deadlines, transparency of information and alignment of responsibilities.
However, there are mitigation actions during the term of the contract that can facilitate the return of the property to the owner and that are encouraged by QuintoAndar to reduce conflicts, such as sending recurring reminders about the preservation of the property and the importance of the inspection and encouraging direct dialogue between tenant and owner throughout the rental period.
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Although the end of a contract is traditionally seen as a point of friction, the platform records that, in the last year, almost half of the properties that underwent termination were relocated in less than a month.
The process is supported by the Tenancy Law and the contract, which define the hypotheses of resumption by the owner, such as default or personal use after 30 months, and guarantees the tenant the right to leave upon compliance with prior notice and due repairs.
