Oculus Realty
Oculus Realty is a dynamic and rapidly expanding management company dedicated to exceptional service and fulfilling the needs of both residents and associates. They continuously seek innovative approaches to improve the resident experience and foster a stronger sense of community with their guiding principles: care, workmanship, initiative, creativity, and integrity.
Their commitment to delivering outstanding experiences for both residents and employees is reflected in their numerous achievements. Through feedback from SatisFacts Insite Surveys and the Verified Resident Program.
Q: In your opinion, why is it important for companies to have a customer feedback strategy?
At Oculus, we always believed that a complaining customer is our best customer and what we mean by that is that we're always looking for feedback to improve on how we're able to deliver our services and create an exceptional experience for our customers.
Q: How has the Verified Resident Program™ helped your communities build a more authentic online reputation?
We try to respond to all comments, in particular, the negative ones as it goes back to the complaining customer or person who sends in a report of an issue. They are some of your best residents because they are giving you feedback for the few areas that you may not do well or realize are important to your residents. By responding to online comments, it shows a prospect that you have enough confidence in your mission, which for us is to create value for our residents.
Q: How has the ApartmentRatings & SatisFacts Education Team helped your company to achieve your resident satisfaction goals?
The SatisFacts education team is very hands-on and they're constantly looking at our scores, as I'm assuming they do with all their clients, and helping us on a quarterly basis, if not biannual basis. They work with our team to address any shortcomings that we might have or give us ideas on how to expand our reputation within the marketplace. We’ve just got a great partnership with the SatisFacts education team.