• As a company, our 2021 KPI for external reputation management (Google and Yelp) is to achieve a score of 3.7 or higher.  
• Each quarter, we will track cumulative scores for the year in addition to providing you with a snapshot of your month-by-month score. 
• This report should serve as a benchmark for your performance throughout the year. 

• In Q1 our cumulative sentiment score was 3.5. 
• In Q2 our cumulative sentiment score decreased to 3.2 
• In Q3 our cumulative sentiment score increased to 3.3 
• In Q4 our cumulative sentiment score remained the same at 3.3 

• In Q1, 49% of communities achieved a score of 3.7 or higher 
• In Q2, 41% of communities achieved a score of 3.7 or higher 
• In Q3, 42% of communities achieved a score of 3.7 or higher 
• In Q4, 41% of communities achieved a score of 3.7 or higher 

• In Q1, 40% of communities had a score of below 3.7 
• In Q2, 53% of communities had a score of below 3.7 
• In Q3, 56% of communities had a score of below 3.7 
• In Q4, 55% of communities had a score of below 3.7 

• Orange County: 3.7 
• Los Angeles/ Ventura: 3.2 
• San Diego: 3.2 
• Northern California: 3.1 
• Pacific Northwest: 3.0 

• As a company, our 2021 KPI for internal reputation management (Review Builder) is to achieve a customer satisfaction rate of 90% or higher.  
• Additionally, our on-site team KPI is to respond to 100% of all surveys received to improve resident experience by quickly and effectively responding to their needs.  
• Each quarter, we will track cumulative scores.  

• We received a total of 22,697 surveys in 2021.  
• Our 2021 customer sentiment score for Review Builder averaged across all five survey types is 83% satisfied (happy face).  
• Our 2021 associate response rate to all survey types is 95%.  

• Prospect: 86% satisfied  
• Move-In: 78% satisfied  
• Pre-Renewal: 62% satisfied  
• Move-Out: 71% satisfied  
• Work Order: 90% satisfied  

TIPS AND BEST PRACTICES 

As a general best practice, all communities should strive to: 

• Continue to provide the best possible experience for our residents and prospects 
• Ask happy prospects and residents to write a review 
• Analyze the topics on which negative feedback is being received—e.g., curb appeal, customer service, noise 
• Determine if there any immediate changes that could be made to prevent similar feedback in the future—e.g., property walks, training, community policy reminder 
• Reach out to residents who posted negative reviews and attempt to remedy any concerns 
• If you are able to come to a resolution and feel it’s appropriate, ask the resident if they would be willing to change their review based on this recent experience 
• Proactively communicate with residents about any updates or happenings at your community, such as temporary amenity closures, construction, policy changes, new staff