Reputation Management Q4 Leaderboard

Monday, January 25, 2021
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Q4 2020 HIGHLIGHTS (October - December 2020)
  • In both Q3 and Q4, a response rate of 100% for online reviews was achieved, continuing to meet our KPI since taking ownership of reputation management from Linnell Taylor in July.
  • At the start of Q4, we witnessed an increase in our Google and Yelp score, with an overall rating of 3.6 in October and 3.7 in November. In December, due to an uptick in reviews posted about package theft and crime, particularly targeting communities in the Bay Area, our overall score decreased to 3.0. This brought our Q4 average to 3.5, which is the same as our rating in Q3. 
  • In Q4, 114 communities reflected a rating of 4.0 or higher. This number has continued to increase over the last two quarters where Q2 had 86 communities and Q3 had 102 communities with a 4.0 or higher rating.
  • In Q4 51 communities reflected a rating of less than 3.0, similar to Q3 where we had 49 communities with a rating of less than 3.0 
  • 30 communities did not receive any reviews in Q4. 
  • As part of reputation management best practices, all communities should now strive for an all-time score of at least 4.0 or higher
​Q3 AND Q4 REPUTATION LANDSCAPE
As of 1/1/2021
  • High-Ranked – 41% of the Essex portfolio has an aggregated score of 4.0 or higher from the last two quarters on Yelp and Google (July 1, 2020 – December 31, 2020). This is an increase from combined scores in Q2 and Q3 in which only 36% 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 Q3 leaderboard. 
  • Low-Ranked – 21% of the Essex portfolio has an aggregated score of less than 3.0 from the last two quarters on Yelp and Google (July 1, 2020 – December 31, 2020). This is slight decrease from combined scores in Q2 and Q3 in which 22% 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 Q4 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:
February 08, 2021