Chatmeter is our primary tool for reputation monitoring and reporting. It allows us to understand and analyze sentiment around our online reviews.

How Does the Reputation Management Program Work?

• Feedback in one place. Chatmeter aggregates data from online review sites, making it easy to review feedback, data, and trends in one place.
• Communities are encouaged to review scores monthly or as needed. Community managers can to log into Chatmeter regularly to assess feedback, especially if there has been a recent increase in reviews.
• Essex's Corporate Communications team responds to all Google and Yelp reviews. It is Essex policy to publicly respond to all online reviews, whether they are positive or negative. In partnership with the communications team, community managers provide details to help craft a friendly, customer-oriented response in a timely fashion.

Community Responsibilities and Expectations

Community managers are encouraged to review data and collaborate with the communications team to craft responses. In addition, communities can also use Chatmeter data to identify strengths or areas of opportunity.

• For example, a positive trend in comments on maintenance staff confirms that your team is doing a great job with maintenance requests.
• As another example, several negative reviews regarding overflowing trash would indicate that this is an area to address.

Review Response Process

An important aspect of reputation management is to respond to reviews in a timely fashion. After a new review is posted, community managers may receive an email from the communications team to gather feedback. However, if a community manager is unable to assist in crafting a response, the process will be escalated to the appropriate next level manager.

Review the official process on Promapp.

Daily Chatmeter Email Summaries

In addition to direct emails from the communications team, communities will also receive daily alert summaries from Chatmeter when new reviews are posted on Google or Yelp. The purpose of these alerts is to provide a real-time overview of incoming feedback for community managers.

Chatmeter Login Details 

• URL: http://live.chatmeter.com/
• Username:
  • Community managers should use the community email address to log in.
  • RPMs should use their personal Essex email address to log in.  
• Password: The link above can be used to request a new password

Please email marketing@essex.com if you have any questions.