Bountiful Property Management improved their online reputation in just 30 days by partnering with SatisFacts & ApartmentRatings. Utilizing our resident survey + review cultivation + review responder solution, they were able to both better understand the sentiment of their residents and increase their online reviews.
We partnered with SatisFacts & ApartmentRatings because we were looking for an improvement in our online reviews and in just 30 days we experienced significant growth. We have gained valuable insights into our resident sentiment, along with actionable strategies to enhance our performance and ensure our communities are offering their residents an exceptional living experience.
We are thrilled with the excellent results of our survey scores and the positive impact in our online reputation, particularly the notable rise in our communities’ epIQ Grades on ApartmentRatings within just 30 days. We’re looking forward to continuing to celebrate these milestones, as this has been a great motivation and engagement tool for our employees as well.
~Claudine Beach, Broker-Manager
Challenge + Solution
Bountiful Property Management knew that their residents were happy, yet they faced a challenge in cultivating reviews online. They were looking for a time-saving, efficient solution that would alleviate the workload for their teams.
While some in the industry believe residents are experiencing “feedback fatigue,” our clients are experiencing authentic, positive results through timely feedback from real residents. Using a one-time survey, Bountiful received a 35% survey completion rate along with 30 verified reviews in 30 days. Whether using a comprehensive annual survey or a short resident sentiment survey, the authentic feedback you receive from renters is invaluable in better understanding your renters’ preferences for improving both marketing and operational efficiencies.
The leadership team at Bountiful Property Management placed their trust in the SatisFacts & ApartmentRatings team to not only guide and educate them on their survey data, but also to cultivate quality reviews and respond to those reviews quickly and expertly. 72% of renters expect a response to a negative review within 2 business days. Additionally, a simple “Thank you for your review, please contact us at [insert phone number]” is no longer an acceptable response for renters. With a 4.38 ranking, the most important factor in a review response according to renters, is that the review response acknowledges specific topics mentioned in the review. Our review responder team ensures those renter expectations are met with quality responses in 2 business days or less – giving onsite teams time back in their day to focus on more important responsibilities.
30-Day Reputation Results
Step 1: Bountiful Property Management started the program with an annual survey. This allowed them to gain a comprehensive understanding of resident sentiment across their portfolio with a focus on quality.
Step 2: They integrated the verified review program into their survey to generate verified online reviews, resulting in a surge in review volume, which in turn boosted their reputation 99%.
Step 3: Finally, they included review responder to ensure quality reviews in 2 business days or less. This program responds to reviews across all major review platforms. Utilizing our review responder tool resulted in improving their review response time to 1.09 days and increasing their review engagement to 100%.
The impact of implementing these solutions was a 948 point increase in their epIQ Index, taking them from an N/A to a Top 10 Management Company in their portfolio size out of over 250 companies and Ranked #18 overall nationwide. With just two months remaining until SatisFacts survey and ApartmentRatings epIQ awards season, Bountiful Property Management is on track to win SatisFacts & epIQ 2024 awards!
ApartmentRatings is the only renter-facing ratings and reviews site in the multifamily space. It is also the only review site with a built-in Verified Review program that automates reviews directly from internal renter feedback to ensure review transparency. Over 72% of renters say the most helpful element of an online review is that it’s from a verified resident who lives/has lived at the community. With authenticity playing a crucial role in how prospective renters perceive a community, the verified review program has helped both renters and operators alike, to ensure renters feel a sense of trust in the community(ies) they are researching on ApartmentRatings.