Reputation Property Management Report Shows that Top Apartment Rentals Embrace the Digital Customer Experience
REDWOOD CITY, Calif., July 21, 2021 (GLOBE NEWSWIRE) -- Reputation, the global leader in reputation experience management (RXM), today released findings from its 2021 Property Management Reputation Report, which analyzed more than 80,000 multifamily residential properties across the U.S. The research shows that the property managers who have adapted to changing consumer behaviors have protected or improved their reputations as they emerge from the pandemic. Additionally, renters are leaving more reviews than ever, with positive sentiment centered around digital tools used by property managers and the speed at which building staff respond to various requests.
Analyzing data from Google, Facebook and Twitter, along with proprietary machine learning algorithms and natural language processing technologies, the report found that:
"Cortland is proud that we maintained our position as the #1 property management brand in online reputation, despite the unimaginable challenges of 2020. When the lockdowns started, our teams had to not only begin to care for our residents in an unprecedented way but also quickly pivot to a leasing and touring experience that wasmostly – and at times entirely – digital," says Cortland Chief Experience Officer, Mike Gomes. "By letting us know in real time exactly what is helping or hurting our communities’ level of service and digital presence, Reputation Score allows us to lean in on the areas we’re doing well and quickly make changes in the areas that need improvement, which enables us to continue to perfect our prospect and resident experience. None of this would be possible without the Reputation Score metric and the hard work of our community teams."
Property Managers Define a New Digital Journey
Reputation ranked the top property management firms using its proprietary algorithms to analyze more than 80,000 multifamily residential properties. Top firms achieved consistently strong remarks across all elements of the Reputation Score, ranging from customer sentiment to their ability to respond to reviews.
Top 20 Property Management Firms
Renters Are Leaving More Reviews -- and Overall Sentiment Is Positive
A spike in negative reviews is largely centered around rent prices, but inattentiveness from the rental office, residential issues and surcharges are also areas of concern. Property managers will need to keep an eye on this, especially as people return to major cities where rent is typically on the higher end.
Property Managers Need to Fix a Digital Disconnect
“Digital tools generate troves of data that can both simplify the tenant acquisition process and generate troves of data that will improve the entire resident experience, leading to increased revenues through retention and new leases from referrals,” says Joe Fuca, CEO of Reputation. “Our latest Property Management Reputation Report emphasizes the importance of digital and gives property management leaders key steps to take to level up their current digital experience.”
To learn more about Reputation’s 2021 Property Management Report, top property rankings and the Reputation Score, please visit our website.