Education

Generate more reviews & improve your brand reputation with our latest feature update: Reputation Boost!

Verified Resident Program (VRP) client partners now have access to choose where and how often they want their reviews shared on other review platforms, including: Google, Facebook and Yelp. This new feature is included at no cost with VRP!

How It Works:

STEP 1: Sign up for the Verified Resident Program (VRP) to send automated review requests to prospects and residents after surveys or as a stand-alone feedback request based on resident lease expirations. VRP increases review volume and improves review sentiment on the most trusted renter review platform: ApartmentRatings.

STEP 2: Enable Reputation Boost for FREE with VRP! Login to our custom Exchange reporting dashboard, choose which review platforms need a review boost based on individual reputation needs, and allocate the desired focus as a percentage. 

STEP 3: Watch the reviews roll in! Login to Exchange to update your preferences as needed and track the performance of each platform’s emails with click reporting.

VRP + Reputation Boost Benefits:

1. According to our National Renter Study data, 60.4% of renters said they would write a positive review if asked. VRP + Reputation Boost takes the work off your team by doing the asking for you!
2. Reputation Boost simplifies the review process, sending targeted review requests and providing performance data.
3. VRP contributes to an 80% increase in reviews on ApartmentRatings, and now, with Reputation Boost, higher review volumes on other essential review platforms.
4. VRP reviews average a 34% higher renter rating. By including Reputation Boost with VRP, reviews on additional platforms have the ability to receive similar performance results.
5. Text notifications double response rates for survey clients. Together with VRP + Reputation Boost, your online reputation will skyrocket.

Not Ready For VRP? There’s an option for you, too!

SatisFacts Insite Survey Partners without VRP:

SatisFacts Insite survey clients have the opportunity to promote reviews through an automated thank you page that appears at the end of each survey. Survey clients can utilize the new Reputation Boost tab in Exchange to choose which review platforms to feature and at what frequency.

How It Works:

• A prospect or resident receives an Insite survey (such as Unclosed Tour, Move-In, Work Order, Pre-Renewal). 
• After completing the survey, they are directed to a Thank You page.
• On this page, they are given the opportunity to share a review on a specific platform, including: Google, Yelp, or Facebook, based on your selections made in the Reputation Boost tab in Exchange.

Interested in Adding Reputation Boost?

• Current VRP Clients: Login to Exchange, click the Communities tab in the main menu, and navigate to the new Reputation Boost tab for instructions on how to complete your setup.
• Non-VRP Clients: Reach out to your dedicated Sales Representative or Account Manager for a demo.
• Not a client? Click the button below to contact our team and learn more about how VRP + Reputation Boost can help your communities generate more reviews across multiple platforms.

Renter satisfaction measures how content or dissatisfied someone feels after renting an apartment. It centers on contrasting their rental experience expectations with what they actually encounter. They may not be satisfied if the reality falls short of their expectations. If it meets their expectations, they feel content. And if they receive more than expected, they become delighted. For property management companies and professionals, understanding and ensuring renter satisfaction is paramount. Satisfied renters are more likely to:

• Renew their lease and stay for an extended period
• Refer the property to friends, family, and acquaintances
• Share positive feedback about their living experience

Happy renters tend to be more loyal to the community, and they are less inclined to explore other rental options. They are also willing to overlook minor price differences for the sake of a delightful living experience.

Renter satisfaction holds immense significance for property owners who prioritize their renters’ well-being. It serves as both a goal and a potent marketing tool. In today’s interconnected world, with social media and online platforms, renters can easily share their rental experiences with a broad audience. Therefore, property managers must pay special attention to ensuring their renters’ happiness.

To monitor renter satisfaction, many property management companies use various approaches, such as:

• Conducting regular satisfaction surveys to gather feedback from renters
• Tracking renter retention rates to assess how well they are meeting renters’ needs
• Conducting “renter focus gorups” to evaluate the quality of service and living conditions

By collecting and analyzing such data, property managers can identify factors that influence renter satisfaction and implement necessary changes to enhance the overall renting experience. This proactive approach not only benefits current renters but also attracts new renters and fosters a positive reputation for the property in the rental market.

For over 20 years, Insite by SatisFacts has been doing just that! Our resident touchpoint survey program has provided operators with a true and trusted customer service “safety net” and communication tool. Insite automates fast and easy online surveys and offers instant email reporting of resident contact information and survey results through our easy-to-navigate Exchange reporting platform. With our 20 years of experience in analyzing renter satisfaction data, SatisFacts has earned the trust of the industry.

In collaboration with the ApartmentRatings Verified Resident Program, we continue to provide valuable insights and program features that benefit both property managers and renters alike. Insite surveys are offered via email and text notifications, taking less than five minutes to complete and ensuring anonymity for honest feedback. Triggered by events in your property management system, these surveys cover all the major renter touchpoints: Unclosed Tour, Move-In, Work Order, Pre-Renewal, On Notice, and Move-Out.

UNCLOSED TOUR: Making a Lasting First Impression

When it comes to finding the perfect place to call home, prospective renters take their time to explore various options. On average, they visit 4-6 communities before making a final decision. Each tour is an opportunity for property management professionals to leave a lasting impression.

At SatisFacts, we know how important these initial interactions are, which is why we recommend Insite+ Unclosed Tour This touchpoint survey is specifically designed to help onsite teams understand the prospect’s overall first impression after completing a tour and learn what is working and what isn’t.

Unlike traditional mystery shops, Insite provides a more effective and genuine assessment. Onsite teams often recognize mystery shoppers, allowing for a less authentic assessment. Insite+ Unclosed Tour surveys ensure feedback is based on real interactions, providing property managers with invaluable insights.

With Exchange, our easy-to-navigate data-analysis tool, property management professionals can delve deeper into prospects’ perceptions, making it an indispensable resource to elevate the leasing experience. By capturing their thoughts and impressions, teams can identify strengths and areas for improvement, ultimately standing out from the competition and securing more leases.

MOVE-IN: Ensuring a Seamless Welcome

The move-in process marks a significant milestone in a renter’s journey, and ensuring it goes smoothly is crucial for setting the tone of their living experience. At SatisFacts, we recognize the importance of validating resident expectations during this crucial phase.

Our Insite tool offers move-in surveys that help property management professionals assess how well they meet resident expectations. By collecting valuable feedback, teams can gain insights into their residents’ initial experiences and identify any areas that may need improvement.

Insite+ Move-In surveys also evaluate the team’s preparedness to welcome new residents. Promptly addressing any reported issues is essential to creating a positive first impression. With Insite’s efficient reporting and data analysis, property managers can gauge their team’s effectiveness in resolving concerns and ensure a seamless welcome for every new resident.

By utilizing Insite+ Move-In, property management professionals can proactively address residents’ needs and ensure their satisfaction from day one. Making the move-in process a seamless and delightful experience sets the stage for long-term resident happiness and loyalty.

WORK ORDER: Fostering a Culture of Collaboration

Maintenance requests are a vital aspect of resident satisfaction, and property management teams must ensure that they not only meet but exceed resident expectations. At SatisFacts, we recognize that evaluating work orders goes beyond assessing the performance of service technicians – it’s a comprehensive “team effort.”

With Insite+ Work Order, property management professionals can gain valuable insights into the entire maintenance process. The focus extends beyond the technical aspect to evaluate teamwork and collaboration among team members.

By conducting this survey, property managers can determine how effectively the team works together to address residents’ concerns. It fosters a culture of collaboration, ensuring that maintenance issues are resolved efficiently and to residents’ satisfaction.

Insite+ Work Order surveys help property management professionals identify areas for improvement, making it a powerful tool for optimizing maintenance operations. With a proactive approach, teams can address any shortcomings and build a reputation for exceptional resident service.

PRE-RENEWAL: Nurturing Long-Term Residency

With lease expirations always on the horizon, it’s essential for property management professionals to proactively engage residents well before sending out renewal offers. At SatisFacts, we understand that the pre-renewal stage is a critical opportunity to assess resident satisfaction and prepare for upcoming renewal discussions.

Insite+ Pre-Renewal is timed precisely 120 days prior to the lease expiration. This strategically chosen period allows property managers to gather valuable feedback before residents make their final decision on renewing their lease.

By conducting the pre-renewal survey, property management teams can identify any potential issues that might impact a resident’s likelihood of renewing. Early insights enable them to address concerns promptly and nurture a positive living experience, encouraging residents to choose to stay. The survey also serves as a valuable preparation tool for renewal discussions. Armed with resident satisfaction data, property managers can initiate meaningful conversations, tailor offers, and demonstrate their commitment to providing an exceptional living experience.

MOVE-OUT: The Ultimate “Exit Interview”

It’s widely acknowledged that residents often refrain from sharing concerns with their property management team regarding their living conditions. SatisFacts recognizes the importance of capturing resident sentiment before issues or concerns escalate, and our Insite touchpoint surveys are designed for precisely this purpose. While we strive to engage residents throughout their stay, we acknowledge that a small percentage may slip through the cracks. In light of this, we offer our clients the Insite move-out module, understanding that residents’ decisions to move are influenced by various factors.

The Insite+ Move-Out survey serves as a powerful tool for property management teams to identify common and controllable reasons behind why residents leave and provides a learning opportunity to improve the experience for current residents. This survey takes advantage of the fact that former residents may be more willing to share and divulge information after they have left the community. Their perspective can provide invaluable insights into the aspects that influenced their decision to move. This information becomes a vital resource for making targeted improvements and increasing retention rates.

INSITE SURVEYS: Elevating The Resident Experience

At SatisFacts, we believe in empowering property management professionals with the information they need to retain happy residents. With our 20 years of experience in analyzing renter satisfaction data, our Education Team is dedicated to supporting you in fostering long-term residency and ensuring your community remains a preferred choice for residents.

With Insite by SatisFacts, you have the flexibility to use one or multiple survey modules based on your specific needs. However, for a comprehensive and in-depth understanding of your renters, we highly recommend utilizing all five modules in tandem. By doing so, you will gain a holistic perspective that can guide your decision-making with confidence. We are committed to helping you make data-driven choices that drive success and growth for your organization.

In today’s digital age, online reviews have become a vital source of information for individuals seeking an apartment. In fact, according to the most recent SatisFacts Biennial Online Renter Study, 79% of renters researched their community’s online reviews prior to making first contact. These reviews serve as a window into the experiences of current and former residents, providing prospective renters with valuable insights before making a housing decision. However, the unethical practice of review gating has emerged as a growing concern, distorting renters’ perceptions of service quality and fostering a disconnect between expectations and reality. This article sheds light on the math behind review gating, its negative implications, and the subsequent erosion of customer trust and satisfaction.

The Math Behind Review Gating

Today, many technologies and strategies are used to effectively gate or suppress select reviews from being shown online while promoting others. To understand the impact of review gating, let’s examine one possible scenario and its effect on consumers. Let us consider a community with 300 units, where 100 ratings and reviews were collected over six months.

• 60 one-star ratings
• 5 two-star ratings
• 3 three-star ratings
• 6 four-star ratings
• 26 five-star ratings

In this scenario, review gating would selectively post only the positive ratings, 4 and 5-star scores, to online review sources (Google, Yelp, ApartmentRatings, etc.). On the other hand, the remaining lower ratings and any feedback provided are channeled internally, shielding them from public view.

The Outcome

Positive: 32 online reviews
Negative: 68 negative experiences invisible to prospective renters

Of the possible 100% of authentic reviews that could have been shared publicly, the practice of review gating, as provided by this example, only allows for 32% of their renters’ authentic voices to be shared.

It is important to note that these calculations are based on an illustration of how review gating can selectively control the visibility of reviews, skewing the overall perception of a community’s reputation.

Unveiling The Unethical Implications

Review gating, while seemingly innocuous on the surface, bears significant ethical concerns. By actively suppressing negative feedback, management companies engage in a disingenuous practice that misrepresents the true nature of their existing service level. This practice effectively creates a false-positive feedback loop, promoting an inflated and inaccurate perception of customer satisfaction.

The Chasm Between Expectations & Reality

Review gating leads to a disconnect between the expectation of service and the actual experience after moving into a community. Individuals are lured into renting apartments based on an incomplete and biased community representation. This discrepancy between expectations and reality can have profound consequences, including high resident turnover rates and decreased referrals. According to the SatisFacts Online Renter Study, referrals have dropped 20% over the last ten years.

When residents’ experiences do not align with the rosy picture painted by selectively displayed ratings and reviews, dissatisfaction and disappointment can quickly set in. Frustrated by unmet expectations, renters may decide to refrain from renewing their leases, exacerbating turnover rates within the community. In fact, it is not uncommon for the multifamily industry to witness residents citing inadequate service experiences as a primary reason for not renewing their leases.

Domino Effect of Review Gating

When review gating is employed, negative feedback is suppressed, creating a domino effect that has far-reaching consequences. This approach not only hides critical feedback from the public eye but also puts pressure on management companies to address a growing list of concerns raised by residents. When resident concerns are ignored or left unaddressed, it will likely have a significant negative impact in many areas throughout the organization: deterioration of trust and satisfaction from customers, employee disengagement, and management exposure to liability.

Creating a Disconnect

When negative feedback is suppressed through review gating, a disconnect is formed between residents and management. As negative reviews and feedback accumulate internally, overwhelmed site teams who may already be understaffed or lack support find themselves unable to effectively address the growing number of concerns. This leads to frustration and dissatisfaction among residents, exacerbating the disconnect and straining the relationship between both parties.

Impact on Employee Turnover

Suppressing negative feedback not only affects residents but also has a significant impact on the site team’s morale and employee turnover. Overwhelmed and unsupported site teams experience a decline in confidence and job satisfaction. Overwork and lack of engagement lead to decreased motivation and diminished ability to provide exceptional service. This further perpetuates the cycle of negative feedback.

Legal Consequences

The consequences of disregarding negative feedback go beyond resident dissatisfaction. Failure to address genuine concerns can result in investigations and other legal consequences for management. If concerns are left unresolved for extended periods, local authorities may intervene, increasing the liability faced by management. This highlights the potential legal ramifications that arise from suppressing authentic feedback and failing to address resident issues adequately.

In January 2022, the Federal Trade Commission (FTC) took action against review management platforms that engage in review gating practices. The FTC issued warnings to ten such platforms and imposed a fine of $4.2 million. This move signifies the FTC’s determination to crack down on brands and platforms that manipulate reviews.

Additionally, the FTC and several states filed a lawsuit against rental listing platform Roomster and its owners for deceiving prospective renters with fake reviews and fraudulent listings. As part of the legal action, a proposed order was filed, which would require a seller of fake reviews to pay $100,000 and cooperate in the case against Roomster.

These actions highlight regulatory bodies’ growing scrutiny and enforcement efforts to combat review manipulation and ensure the authenticity and reliability of consumer reviews. The FTC’s stance sends a strong message to companies and platforms that engage in deceptive practices related to online reviews, emphasizing the need for transparency, honesty, and fair practices in managing and presenting customer feedback.

Misalignment of Business Objectives

Beyond its impact on renters and employees, review gating misaligns business objectives from meeting the needs of renters and employees alike. By prioritizing marketing objectives that conceal negative feedback, management companies overlook critical opportunities for growth and improvement. Additionally, employees who may be genuinely dedicated to providing quality service are hindered by a system that prioritizes reputation management over fostering authentic customer experiences.

Embrace Transparency & Build Trust

Review gating in the multifamily industry has significant ethical and financial implications and, if not closely monitored, can lead to a distorted perception of service quality and a disconnect between renters’ expectations and their actual experiences. By selectively suppressing negative feedback, management companies create false-positive feedback loops, misalign business objectives, increase liability, and hinder the needs of both customers and employees.

To address these challenges, management companies must adopt a different approach. Instead of relying solely on the latest review-gating technology, they should prioritize using a comprehensive survey program that allows operators to evaluate service levels internally. By collecting actionable data and feedback directly from customers (residents and employees), management gains valuable insights that inform improvement plans and facilitate quality service delivery.

Furthermore, promoting online reviews should be delayed until management companies are confident that they deliver adequate service and support to their renters. Systematically rushing to promote reviews without addressing underlying issues can lead to the negative consequences outlined above.

By utilizing organizational listening tools like Insite by SatisFacts and prioritizing transparency and integrity, management companies in the multifamily industry can simultaneously address residents’ concerns, identify areas for improvement, and establish a foundation of trust and satisfaction. This proactive approach provides a more accurate representation of service quality, enhances the renter experience, and fosters a positive reputation within the industry. By employing internal evaluation surveys, delaying the promotion of online reviews, and consistently delivering exceptional service, management companies can align their business objectives with meeting the needs of both renters and employees. This holistic approach builds trust, cultivates resident satisfaction, and ultimately contributes to long-term success.