2021 Reputation Management: Q2 Update
Wednesday, July 14, 2021
2021 EXTERNAL REPUTATION MANAGEMENT
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As a company, our 2021 KPI for external reputation management (Google and Yelp) is to achieve a score of 3.7 or higher.
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Each quarter, we will track cumulative scores beginning in January 2021 through the remainder of the year, in addition to providing you with a snapshot of your month-by-month score.
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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
Communities achieving a score of 3.7 or higher:
- In Q1, 117 communities achieved a score of 3.7 or higher
- In Q2, 102 communities achieved a score of 3.7 or higher
Communities with a score below 3.7:
- In Q1, 96 communities had a score of below 3.7
- In Q2, 128 communities had a score of below 3.7
Communities who did not receive any reviews:
- In Q1, 28 communities received zero reviews
- In Q2, 12 communities received zero reviews
As of the end of Q2, the aggregate YTD scores by region are as follows:
Orange County: 4.0
- 61% of the region is achieving a score of 3.7 or higher
- This is score is the same as it was at the end of Q1.
Pacific Northwest: 3.5
- 42% of the region is achieving a score of 3.7 or higher
- This score decreased from 3.6 at the end of Q1
Los Angeles/ Ventura: 3.5
- 47% of the region is achieving a score of 3.7 or higher
- This score decreased from 3.6 at the end of Q1
Northern California: 3.3
- 39% of the region is achieving a score of 3.7 or higher
- This score is the same as it was at the end of Q1
San Diego: 3.2
- 26% of the region is achieving a score of 3.7 or higher
- This score is the same as it was at the end of Q1
2021 INTERNAL REPUTATION MANAGEMENT
- 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.
2021 YTD SUMMARY
- We have received a total of 13,072 surveys since January 2021.
- Our 2021 customer sentiment score for Review Builder aggregated across all five survey types is 85% satisfied (happy face).
- Our 2021 associate response rate to all survey types is 98%.
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The aggregate YTD satisfaction scores by survey type are as follows:
- Move-In: 82% satisfied
- Move-Out: 73% satisfied
- Pre-Renewal: 62% satisfied
- Prospect: 86% satisfied
- Work Order: 91% satisfied
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The aggregate YTD satisfaction scores by region are as follows:
- Pacific Northwest: 90% satisfied
- Orange County/San Diego: 85% satisfied
- Los Angeles/ Ventura: 86% satisfied
- Northern California: 76% 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
Click here for more information on tips and best practices.
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. If you have any questions, please contact communications@essex.com.
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. If you have any questions, please contact communications@essex.com.
Last updated:
August 04, 2021