Products, Partnerships & Performance
As 2024 comes to a close, we reflect on a year shaped by innovation and advancement.
This year we’ve introduced enhancements in survey and reporting, strengthened our comprehensive online reputation management solution, and developed new community page features on ApartmentRatings to enhance engagement and trust for both employees and renters. Our ongoing research, proven industry benchmarks, and leading technology remain pivotal in supporting growth and success for our industry partners.
Check out what SatisFacts and ApartmentRatings has acheived for our partners in 2024:
Work Order Category + Work Order Technician Performance Reports
In November 2022, we built two reporting tools in Exchange for Maintenance Technician and Leasing Agent Performance Tracking. In Q1 2024, we created an additional Work Order Category performance reporting tool for maintenance. The Technician Performance + Work Order Category tools work hand-in-hand using AI-powered, real-time data to identify individual performance trends from work order surveys. The insights gained from these trends, along with education and training programs, equip our partners with the resources needed for their maintenance teams to improve performance.
We developed a list of over 30 work order categories such as HVAC, plumbing, appliances, flooring, electrical, and others, continually adding more as new data emerges. Reports can be filtered and exported by community, work order category, score, and date. These reports offer companies valuable insights to analyze trends within individual categories, helping to identify where additional training and/or resources may be required. They can then be compared to the Technician Performance report to assess whether a specific individual needs more training in a specific maintenance category, or conversely, to recognize individuals for their exceptional service and expertise.
Unit Level Floor Plans + 3D Tours
As of April 2024, ApartmentRatings community pages include unit-level data along with 3D tours in partnership with Peek!
In the floor plans section of community pages, a new tab titled Unit Info features unit-level data obtained from API integrations with property management systems. This tab includes square footage, pricing, availability, and other information such as unit features depending based on specifc PM system’s feeds.
Additionally, we have partnered with Peek to host their floor plan level and unit-level virtual tours on our community pages. Recent research shows that renters are increasingly favoring unit-specific information, as well as the significance of 3D and video tours during the initial apartment search phase – largely influenced by the rising population of Gen Z renters.
Renters now have access to much more detailed data on ApartmentRatings, further building our reputation of providing a comprehensive platform that renters deem most trustworthy when researching their next apartment home. If you’re interested in adding your floor plan and unit-level virtual tours to ApartmentRatings, connect with us!
SMS Response Rate Reporting
As a leader in survey feedback and reporting, SatisFacts was one of the first survey providers in multifamily to incorporate SMS Responses into our survey feedback options back in 2018. Since then, we have continued to focus on opportunities to enhance survey completion rates by increasing text responses along with educating our clients on how to proactively improve text opt-ins in their communities.
In Q1 of 2024, we introduced in-depth SMS reporting for all surveys in our EXCHANGE reporting and education platform to help our clients understand how SMS is performing across their community and regional portfolios. The reporting offers data that breaks down response rates, enabling communities to identify areas where they need to focus their efforts to increase responses for both text and email.
Through this reporting, our clients see measurable performance metrics and receive detailed feedback on enhancing their text opt-in rates and overall engagement.
Reputation Management Enhancements
The SatisFacts & ApartmentRatings Online Reputation Management (ORM) Solution is a comprehensive, mobile-responsive solution that provides multifamily companies and communities with an in-depth view of overall performance — and extensive metrics — spanning all online review, local listing, and social media platforms. This aggregation of data is designed to help multifamily companies and communities mitigate reputation risk and improve their online reputation across the web to attract and retain residents.
In 2024 we enhanced our online reputation management solution to ensure our multifamily partners can manage all internal survey feedback, listings, web content, online mentions, social media content, and online reviews and responses in real-time in one platform. Our comprehensive solution for employee and resident satisfaction, engagement, and retention is highly distinguished in the marketplace. By enhancing operational efficiency, fostering collaboration between corporate and onsite teams, and maintaining brand consistency, our partners are ensured the best in reputation risk management, advanced multifamily technology, and exceptional value.
Interactive Action Plans
What sets SatisFacts apart from other multifamily survey providers, apart from our 20+ years of experience and being the first to establish a survey benchmark, is our commitment to education and our performance review sessions.
Our SatisFacts National Index is the longest running national multifamily survey index with more historical data than any survey provider. Additionally, our custom Exchange reporting and performance platform has been customized based on industry standards and client feedback to provide the most detailed and actionable data and reporting.
Based on client feedback, we launched our new Interactive Action Plans during our mid-year 2024 Insite Survey Performance Reviews. Through AI-driven performance data, tailored education recommendations, and proven industry benchmarks, our Insite survey partners are able to leverage their automated plans to understand what their performance targets should be, get actionable steps from our education team, and seamlessly assign tasks to team members, resulting in optimized performance and a more collaborative and efficient performance tracking and training process.
Employee Spotlight
We launched our latest feature for ApartmentRatings in October. Employee Spotlight combines SatisFacts Surveys with ApartmentRatings renter-facing review platform. This new feature allows multifamily operators to showcase their stand-out maintenance and leasing employees through Verified prospect and resident performance feedback, giving your ApartmentRatings community pages a leg up on the competition.
Utilizing the Maintenance Technician and Leasing Agent Performance Tracking (mentioned above), clients can feature employees on their community pages on ApartmentRatings. Through a few quick steps, employee scorecards are automatically posted on ApartmentRatings with their prospect/resident feedback performance data. This tool also allows clients to download their Employee Spotlight cards in PDF and PNG formats or with an embed code, to share internally and online, including social media platforms and websites. Data shows that renters want to know their on-site team because it allows them to feel more confident in their ability to communicate concerns and request repairs, and it fosters a sense of community. According to SatisFacts’ Online Renter Study, 77.7% of renters place the highest trust in ratings and reviews sites when selecting an apartment.
By featuring employee spotlights on the leading multifamily ratings and reviews website, ApartmentRatings, you can make a positive impact on your employee engagement and retention, enhance trust, and cultivate a sense of community with renters, increasing their likelihood of choosing your community as their final decision.
As the new year approaches, we look forward to supporting the growth and retention of our partners through our continued innovation, education and research.
