An in-depth and quantitative presentation by Joseph Batdorf, J Turner Research president, on how the major players in multifamily online reputation impact property management.
6. Average Reviews By Property
A property has reviews on 4.21 sites
78.55Average reviews per property
64.50 Average reviews per property*
* When excluding properties with over 500 reviews (988
properties).
4.02 (APR 2017)
72.32 (APR 2017)
59.46 (APR 2017)
7. Market Share
Based on Properties with a Review
*Star Rating on 95% of properties but reviews on 52% properties.
0%
20%
40%
60%
80%
100%
52%
87%
75%
61%
48%
15% 10% 9% 6% 5%
95%*
8. Market Share
0%
20%
40%
60%
80%
100%
40%
17% 11% 10% 10% 5% 3% 2% 1% 1%
Market share based on the number of total reviews on the site
75% 87% 15% 61% 10% 48% 52% 1% 6% 1%
N=4,719,789
Market share of various sites based on the numbers of properties with a review
43%
(APR 2017)
14%
(APR 2017)
15. Review Sites in A Prospect's World
§ Based on national research study aimed to examine:
§ The Internet journey residents embark on to navigate their
way to a property.
§ Analyze the influence of online ratings and reviews in
guiding apartment research and renting behavior.
§ The participants included –
- 25,200 Residents
- 670 Properties
- 10 Companies
16. Reviews Usage In The Rental Lifecycle
At what point did you utilize online ratings and reviews to gather
information about the apartment communities you were interested in?
62%
11%
As I was beginning my search
12% As I was narrowing my search to 4-5
communities
13% As I was narrowing my search to 2-3
communities
As I was selecting the property I was
most interested in
52% 2015
17. Renter Interaction with Reviews
75%Residents look at ratings and reviews multiple times in their
apartment search.
5.54
Likelihood (10 à Very Likely) to rent in an apartment
community that is strongly recommended by a friend but has
negative online reviews.
18. Influence of Various Mediums
How influential are reviews on the following sources:
0 2 4 6 8 10
Other review sites (Google, Yelp,
Rent.com, Apartmentratings.com, etc.)
Property Website
Facebook
7.84
6.22
5.26
N = 8,262
10 à Very Influential
0 à Not Influential at all
19. Impact of various sites
Assuming you were considering this apartment as a possible place to rent, please rank the sites in order of
impact (highest to lowest) each one will have on your decision to rent there. (The star ratings and the number of
reviews that were displayed by each site were changed to be the same).
Site Rank
Google 1
Apartments.com 2
ApartmentRatings.com 3
Property’s website 4
Rent.com 5
Yelp 6
Facebook 7
20. Reputation of the Management Company
How important is the reputation of the
management company in your decision to lease at
a community?
8.10/10