Reputation Management Q3 Leaderboard

Monday, October 19, 2020
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Q3 2020 HIGHLIGHTS (July - September)
  • As of July 1, 2020, all Essex communities were transitioned to a new internal management process for reputation management, parting ways with long-time agency Linnell Taylor and turning over all day-to-day management to the Essex communications team.
  • Our overall rating for Q3 was 3.5, which is a slight increase from our rating of 3.4 in Q2. We are continually climbing back from the ratings drop in April, likely as a result of the pandemic. However, over the three-month period in Q3, our monthly rating has continually decreased from 3.6 (July) to 3.5 (August) to 3.4 (September).
  • In Q3, 102 communities reflected a rating of 4.0 or higher compared to 86 communities in Q2, showing a slight increase in high-performing communities.
  • In Q3, 49 communities reflected a rating of less than 3.0 compared to 59 communities in Q2, showing a slight decrease in low-performing communities.*
  • As part of reputation management best practices, all communities should now strive for an all-time score of at least 4.0 or higher
​Q2 AND Q3 REPUTATION LANDSCAPE
As of 10/1/2020
  • High-Ranked – 36% of the Essex portfolio has an aggregated score of 4.0 or higher from the last two quarters on Yelp and Google (April 1, 2020 – September 30, 2020). This is a decrease from combined scores in Q1 and Q2 in which 42% of the portfolio reflected a score of of 4.0 or higher. 
  • Upgraders – 25% of the Essex portfolio showed a marked improvement with an 11% or higher increase in their score compared to the Q2 leaderboard. 
  • Low-Ranked – 22% 17% of the Essex portfolio has an aggregated score of less than 3.0 from the last two quarters on Yelp and Google (April 1, 2020 – September 30, 2020). This is an increase from combined scores in Q1 and Q2 in which only 17% of the portfolio reflected a score of 3.0 or lower.
LEADERBOARD
Here are the list of highest, lowest, and upgrader-ranked communities across the portfolio. The full Q3 Leaderboard Results can be viewed HERE.

 

 
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
  • Are 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
  • Achieve an all-time aggregated reputation score of at least 4.0
  • Regularly check in on review scores and feedback on your Google and Yelp pages
 
Click here for more information on tips and best practices.
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We encourage Community Managers to use Chatmeter to see and review your reputation scores regularly. The information below can be viewed by clicking on the “Reviews” tab, selecting the dates you would like to see reviews for, and narrowing down the providers to Yelp and Google. Click here to learn more about Chatmeter.

If you have any questions, please contact marketing@essex.com.

Monday, July 13, 2020 - 13:16

Last updated:
December 03, 2020