Effective strategies and practical tips to combat pandemic-related concerns and help you give yourself a "feedback facelift." Reviews are most trusted so here are tips on how to bounce back from negative reviews due to COVID-19 and what you can do to repair your reputation moving forward.

1. Part
2
Part
2

2. Quick Stats

3. Quick
Stats
Online Renter Study,
Overall Results
Did you research your current apartment
community’s online ratings and reviews
before contacting the community?
80.1%
YES

4. Quick
Stats
Online Renter Study,
Overall Results
1
Online ratings and feedback/comments from
customers
2 Feedback from a friend, family member or co-worker
3 Social networking page (like Facebook)
4 Website for a company
5 Advertisement
Which do you tend to trust more as it relates
to deciding to do business with an
apartment community or property
management company?

5. Quick
Stats
COVID-19 National Renter Study,
Overall Results
Have you been able
to view apartment
communities in
person?
Have you been able
to view apartment
communities virtually
(i.e., self-guided
tours, online tours)?
Did viewing the
community virtually
provide you with
sufficient information
towards making a
decision?
73.0% 83.5% 49.9%
NO YES NO

6. Why it’s
important
• Virtual only – hard to get a good
feel for customer service
• Reviews – helps prospects to fill in
the blanks
• Responses – offers insight into
customer service

7. Why it’s
important

8. Why it’s
important
Do your responses reflect
your level of service?

9. Why it’s
important
Templates destroy the
perception of service

10. MOVING FORWARD

11. Moving
forward
• Monitor online reviews posted as of
April 2020
• Where are the complaints coming
from?
• What has earned praise from
residents?

12. Moving
forward
Research pandemic-related reviews

13. Moving
forward
Thoughtful responses to
pandemic related reviews
Written by
our
Response
Team!

14. Moving
forward
Encourage residents to
post updated reviews

15. Moving
forward
Improve your epIQ
performance

16. Moving
forward
ApartmentRatings
reviews
SatisFacts
survey scores

17. Moving
forward
Average number of
reviews per unit

18. KEY TAKEAWAYS

19. Key
Takeaways
• Prospects rely on feedback to learn
about the resident experience
• Review responses can be perceived
as to how much residents are valued
• Negative experiences can be turned
around