Q: How does your team utilize SatisFacts Insite Survey feedback to evaluate performance and how has it been useful in decision-making processes for your organization?
With SatisFacts surveys, we create a culture of continuous improvement within the CAF organization. We rely on the Insite Surveys as a crucial tool to evaluate our overall performance. These surveys are conducted at various stages of the resident’s journey with us and provide a comprehensive view of their experience. This data driven approach empowers us to make informed decisions that not only enhance our processes and the overall living experiences of the residents at CAF Communities, but it also allows us to promptly address any concerns that may arise. These insights help us identify both our strengths and areas in which we can improve.
Q: How has the Verified Resident Program™ helped your communities build a more authentic online reputation?
It has enhanced our online reputation by allowing us to gather genuine reviews from residents who have lived in a CAF community. This builds trust with potential renters and helps improve our online reputation, positively impacting our company’s leasing efforts across our portfolio. It is worth noting that year to date, we've gotten over 1,700 positive reviews that we can attribute to the Verified Resident Program.
Q: What has been the effect of the epIQ Index on your business and how does your company use it to evaluate the performance of your communities’ online reputation?
The epIQ Index has had a substantial impact on our business as it serves as a comprehensive measure of our communities’ online reputations. It helps us track performance, identify trends, and gauge the effectiveness of our resident satisfaction efforts. This data driven metric guides our decision making tools that help us continuously improve our online reputation, which in turn, attracts more residents.