Otis Warren Management
Since the company was established in 1953, the #1 goal of Otis Warren Management has been to exceed customer expectations with outstanding service and integrity. We are grateful for our patnership in helping Otis Warren Management continue this legacy in providing exceptional resident experiences and showcasing this through their award-winning online reputation.
As a Top 10 ranking management company with an A+ epIQ online reputation for three consecutive years, Otis Warren has exceeded their mission to maintain Accountability, Truth, and Best Practices in all of their projects; from thought through completion.
A: Before we got started with SatisFacts services, the education team told me that if our customer service is good, we will continue to have good ratings - and they were correct. I was a little nervous at first to start pushing the reviews from the surveys because it would go right into our online reviews, but for the most part they've been very positive and helped our score increase. We're ranked number three in the city. We've always had A+ epIQ scores and before we started with SatisFacts & ApartmentRatings, we didn't have that ranking. The education team gave me confidence that if we continue to have good customer service, we will continue to have good reviews.
Q: What process and/or goals do you have in place to ensure thoughtful and timely review responses across review platforms?
A: ApartmentRatings actually replies back to our positive reviews for us and that helps take the task away from us. They always have authentic responses when their team is responding. We can also respond back to the reviews and I typically do that when there's a negative review. I always respond back to that review and typically I know exactly who that person is and how to respond back to it.
Q: What has been the effect of the epIQ Index on your business?
The epIQ score has been very helpful. We have a very low vacancy rate and the epIQ score has played a role in that. We've always had an A+ epIQ score, so we continue to aim for that A+. We haven't had anything lower than that and we always aim to exceed our customers’ expectations. Seeing that A+ really makes us want to aim to continue to have that high score.