BirdEye for Redstone Residential

In-moment engagement fuels tenant satisfaction

Client since: June 2016

In less than 5 months, this property management company generated 140% more tenant reviews and boosted overall ratings by offering proactive support and acting on root cause of negative sentiment.

Company Snapshot

35 locations in the U.S.
BirdEye client since June 2016
www.redstoneresidential.com

Challenge

Students leaving negative reviews rather than asking for support
Poor presence on Facebook, Google, and ApartmentRatings.com
No way to manage high volume of feedback scattered across channels

Solution

Requested feedback from every tenant immediately at crucial touchpoints check-in

Received real-time new review alerts

Responded to concerned customers instantly from one dashboard

Outcome

In just 5 months with BirdEye, Redstone’s properties:

Received 25% more 5 star reviews

Collected 140% more Google reviews, 10% more Facebook reviews

Managed 208 negative reviews, resolving issues immediately.

Redstone Photo

THE CHALLENGE

Respond to tenant issues from across the web

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.

Manage Review

THE SOLUTION

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.

Manage Review Campaign Email

THE RESULT

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.

Results Over Time

SPOTLIGHT

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

Results Over Time 30days
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