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?
We prioritize transparency in our organization and being able to view, analyze, and have conclusions drawn from all levels of the business is really what allows for a cohesive strategy. We use the data and information gleaned for our new construction pipeline to take back to our development team and say here’s what the renters are saying about our product offering. We also use it for development and personal growth initiatives to discover where there may be pain points or friction in certain processes, which allows us to create training opportunities to continuously make those experiences better.
Q: What has been the effect of the epIQ Index on your business and how does your company use it to measure and evaluate the performance of your online reputation?
The epIQ Index is fantastic for providing a snapshot view incorporating a variety of metrics into one aggregated score. It makes it really easy for all corners of our business and all personnel to understand the overall health of our reputation. Additionally, the epIQ scores are widely publicized and there’s a lot of PR and press opportunities based upon those rankings that are something that we find great value in and look to highlight. It’s also great for highlighting our teams. We have teams that do a fantastic job and while we know they do, it’s great to see that reflected with general customer sentiment and to see those goals celebrated when we achieve them.
Q: What process and/or goals do you have in place to ensure thoughtful and timely review response across your review platforms?
When it comes to review responses, we are of the opinion that every single review needs to be responded to. Not only because it’s the right thing to do from a customer service standpoint, but also to show the level of which we appreciate and value our residents. One thing that we feel is valuable for prospects that may be reviewing feedback from several communities, is seeing us responding to every review with a true, robust, and thoughtful response as opposed to a canned response. This shows the management’s willingness to accommodate and overcome obstacles that may have been presented previously, and also shows that they care and value their residents and that’s a pillar of our business.