Q: In your opinion, why is it important for companies to have a customer feedback strategy?
I think it's important for every multifamily company to have a feedback strategy because it helps you to be successful in the industry. We were able to create an internal management refresher course alongside SatisFacts for all of our team members to help them learn more about the surveys for their personal development and performance.
Q: How has the Verified Resident Program™ helped your communities build a more authentic online reputation?
Since we have the performance plan built and catered around the SatisFacts dashboard, it helps us promote the SatisFacts surveys. We provide printed collateral to our on-site teams, as well as additional training on how to use the dashboard so they're empowered and comfortable promoting it at the leasing stage, moving stage, etc. By consistently communicating the feedback opportunities, residents know that their voices are being heard and that helps because when there is an issue, they have several outlets to reach our team and provide feedback so they feel comfortable in their communities. So when they do ultimately go to the ApartmentRatings review platform, they're focusing on that positive interaction because we've provided all of these useful outlets for them to share their feedback.
Q: How has the ApartmentRatings & SatisFacts Education Team helped your company to achieve your resident satisfaction goals?
The teams at SatisFacts are always super helpful. I love that they host a biannual performance review. I think it's good when our teams are all talking about the same ideas, the same goals, and the same vision in the multifamily industry. The education team speaks that same language and reiterates those same goals. They share national standards for the multifamily industry, anything that's changing, and things to be on the lookout for. They attend the same conferences, such as Houston Apartment Association, and have the same network and vision as we have, and that all just creates a partnership that is super supportive to our team.