Most of Redstone’s tenants are students, living on their own for the first time. Instead of seeking help when unsatisfied, students tended to head straight to online review sites to leave vehement complaints and low ratings. Redstone had no way to address such a large quantity of feedback piling up on numerous sites across the web, and the online reputations of their communities were suffering as a result. This property management enterprise sought a proactive solution to engage with tenants and resolve issues quickly in order to boost tenant satisfaction and acquire new tenants.
Engage with tenants in real-time
Redstone automatically requested feedback from every tenant immediately after critical touchpoints--such as move-in, move-out, and renewal--using Birdeye’s review generation tools. Satisfied customers were directed to top review sites like Google, Facebook and ApartmentRatings.com to share feedback publically. Unsatisfied tenants were routed to management so they could voice their concerns through private channels. Community managers at each location received real-time new review alerts. This enabled them to respond to all tenant comments instantly from within the Birdeye platform, resolving issues promptly and thoroughly.
Happier tenants, higher ratings
In just 5 months, Redstone’s properties received 25% more 5-star reviews; they generated 140% more new authentic reviews on Google, and 10% more on Facebook. By managing negative feedback privately, community managers not only solved problems faster, they also minimized distribution of negative reviews on public sites that would have damaged ratings. Even Redstone’s lowest performing location doubled its review volume and increased its overall ratings, narrowing the performance gap across properties and helping Redstone deliver consistently great experiences within each community.
Liberty Square Apartments (BYU)
After just 30 days with Birdeye:
Grew reviews from 50 to 96 in just 30 days
Boosted overall rating from 3 to 3.6 stars
Moved website from #3 spot to #1 spot on Google search results (at this spot it gets 53% of clicks, up from 9%)
2-star rating from apartmentratings.com moved down from #1 to #3 in Google search results, decreasing CTR
Improved Yelp rating from 2.5 to 3 stars
Birdeye: The Obvious ChoiceWinning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.