Website reviews and social media posts have quickly become an important research tool for renters when looking for a new place to live. To cater to future tenants and create positive reviews, Reputation.com recently released a study, the 2018 Property Management Reputation Report, to provide property management companies insights into what features renters value most in the rental experience.
After analyzing over 400,000 renter reviews on popular review sites, Reputation found surprisingly positive results. The company reported 86% of all reviews rated properties four or five stars, but the comments left at top-rated properties weren’t centered on the facilities. They focused on the service and community.
Roughly 60% of reviews mentioned customer service, including move in/move out and general tasks while tenants live on property. In fact, three of the top five review categories were all related to service with customer service first, rental office second, and maintenance fourth.
Although the company says positive reviews on customer service outnumber the negative ones by two to one, negative reviews were centered on rent, surcharges, pest control, and move in/move out. Words such as damage, roach, mold, lie, and smell appeared frequently in the worst-rated locations.
Other key findings from the report state ratings are up. The average star rating on Google has risen from 2.9 in 2014 to 3.7 in June 2018. Google is also on its way to becoming the dominant source for reviews. According to Reputation, Google reviews for the locations analyzed have grown by 60 to 100+ percent for the last five years. By the end of 2018, the company says Google will have more reviews for these properties than any other review sites.
“The implication is clear: A focus on good, fast, courteous service will lead to more positive reviews,” states the report. “Neglecting service levels will result in negative reviews.”
