Attention: All On-Site Associates

An Essex leaderboard highlighting online reputation results will be presented in three categories on a quarterly basis:

• High-Ranked – communities with an aggregated score of 4.0 or higher from the last two quarters on Yelp, Google, and Facebook
• Upgraders – communities that show a marked improvement
• Low-Ranked – communities with an aggregated score of less than 3.0 from the last two quarters on Yelp, Google, and Facebook

Q2 and Q3 Reputation Landscape

As of 10/24/19

• High-Ranked – 37% of the Essex portfolio has an aggregated score of 4.0 or higher from the last two quarters on Yelp, Google, and Facebook (April 1, 2019 and September 30, 2019)
• Upgraders – This data will be released on the second published version of the leaderboard in January 2020.
• Low-Ranked – 24% of the portfolio has an aggregated score of less than 3.0 from the last two quarters on Yelp, Google, and Facebook (April 1, 2019 and September 30, 2019)

Leaderboard

Below, please find our list of highest and lowest-ranked communities across the portfolio and view the full leaderboard below.

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Complete Leaderboard:
*Note that if a cell is empty, that means no reviews were received during that time.

Reputation Management Leaderboard Q3

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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.
• Simply ask happy prospects and residents to write a review.
• Own negative reviews: 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., a property walk, 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—e.g., temporary amenity closures, construction, policy changes, new staff.
• Achieve an all-time aggregated reputation score of at least 3.5.
• Regularly check in on review scores and feedback in Chatmeter.

For more information on tips and best practices, visit this link on Buzz: http://buzz.essex.com/department/operational-services/tips-and-best-practices-online-reviews.

Using Chatmeter

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 April 1, 2019 – September 30, 2019, and narrowing down the providers to Yelp, Google, and Facebook. Click here to learn more about Chatmeter.

Please direct questions to marketing@essex.com.