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2 2023 © AppFolio, Inc. Confidential
Level up your
reputation
management
Featuring Opiniion,
an AppFolio Stack™ Partner
Presented by: Craig Johnson
Hosted by: Jeremy Brody
March 28, 2023
3 2023 © AppFolio, Inc. Confidential
3
Panelists
Craig Johnson and Jeffrey
Juarez-Palma are joining us
today.
Q & A
Send us your questions via
the Q&A box found in your
Zoom controls.
Survey
Let us know what you
think!
This is an interactive session
4 2023 © AppFolio, Inc. Confidential
Chief Sales Officer,
Opiniion
Craig
Johnson
Presenter
Jeremy
Brody
Presenter Host
Sr. Solution Engineer,
AppFolio
Jeffrey
Juarez-Palma
Sr. Product Marketing Manager,
AppFolio
5 2023 © AppFolio, Inc. Confidential
Agenda
Introduction to AppFolio StackTM
Level up your reputation management
Demo
Q&A
01
02
03
04
6 2023 © AppFolio, Inc. Confidential
Boost productivity with
unparalleled ease of use
Count on certified integrations
backed by dedicated support
Run your business from a
single system of record
Seamless integrations
with AppFolio Stack™
7 2023 © AppFolio, Inc. Confidential
68% of renters say a property manager’s reputation on review sites is one
of the most important factors when evaluating a rental
97%
93%
81%
92%
73%
68%
64%
Price
Pets allowed
Apartment or home itself
Locationt
Community
Amenities
Property Manager’s reputation on review sites
Source: AppFolio Renters Motivation Report 2023
Your experience with the leasing agent 55%
Q20. How important are each of the following when you evaluate a rental before signing a new lease?) (n=921)
8 2023 © AppFolio, Inc. Confidential
Half of employees that engage with residents want to see
resident feedback, reviews, and referrals automated and streamlined
48%
47%
32%
41%
29%
23%
6%
Collect resident feedback, reviews, and referrals
Other
Respond to resident questions and requests
Collect rent
Plan and run community events
Process evictions
Provide amenity services
Source: AppFolio Top Challenges Survey, 2022
9 2023 © AppFolio, Inc. Confidential
Partner slide
Opiniion - measuring, managing &
improving the resident experience
10 2023 © AppFolio, Inc. Confidential
Opiniion provides the tools, services, and support you
need to measure and manage the resident experience
from the time they tour until they move out. We take a
proactive, automated approach towards generating
feedback, driving online reviews, and evaluating your
residents' experience at your property. This increases
your knowledge of your residents and effectiveness of
key community processes which will eventually drive an
increase in leases, retention, and NOI.
IMPROVE RESIDENT SATISFACTION FROM
REAL-TIME FEEDBACK
The #1 Resident Satisfaction Tool
11 2023 © AppFolio, Inc. Confidential
Quick Stats
Here’s what we’ve learned over the last 6 years!
400,000+ Negative Feedback
Captured
10+ Million Feedback Requests Sent
3,000+ Communities Served
1MM+ Units Serviced
750,000+ 5-Star Reviews Generated
12 2023 © AppFolio, Inc. Confidential
Collecting Data
Quarterly check-ins: “how
are we doing?”
Communicate with all
residents through sms/email
Proactive automations
90 days from lease
expiration
Automated triggers through
AppFolio integration
13 2023 © AppFolio, Inc. Confidential
NMHC TOP 10 APARTMENT MANAGERS NMHC TOP 50 APARTMENT MANAGERS
Industry Knowledge
14 2023 © AppFolio, Inc. Confidential
AUTOMATED TRIGGERED EVENTS
Move Out
Completed Work Orders
Move In
Expiring Leases
15 2023 © AppFolio, Inc. Confidential
Housing Insights
MULTIFAMILY | STUDENT | SENIOR LIVING | SINGLE-FAMILY
16 2023 © AppFolio, Inc. Confidential
80% of properties think they are
delivering “super experiences,” only 8%
of residents agree.
FORBES
17 2023 © AppFolio, Inc. Confidential
The Four "R's" of Reviews
Sources: BrightLocal, Multi-Housing News
• 88% of residents trust online reviews as much as a personal recommendation.
• 86% of residents would not consider an apartment under a 3-star rating.
• 97% of residents say they read reviews before making a financial decision.
• 77% of residents said they did not trust reviews over 90 days old.
• 89% of consumers are 'highly' or 'fairly' likely to use a business that responds to all of its online reviews.
• 57% say they would be 'not very' or 'not at all' likely to use a business that doesn't respond to reviews at all.
RELEVANCE, RATING, RECENCY
RESPONSE
18 2023 © AppFolio, Inc. Confidential
PROMOTES POSITIVE FEEDBACK
Quick View: Resident Satisfaction
quick resolutions
good process
staff excellence
community
clean
19 2023 © AppFolio, Inc. Confidential
PROMOTES NEGATIVE FEEDBACK
living experience
unresolved requests
poor customer service
parking
price
Quick View: Resident Satisfaction
20 2023 © AppFolio, Inc. Confidential
4.2 4.2 3.9
TOUR GENERAL FEEDBACK MOVE IN
3.2
MOVE OUT
4.1
MAINTENANCE
Average Rating by Resident Event
THE PATH TO A 4.0
21 2023 © AppFolio, Inc. Confidential
A Shift in Thought
22 2023 © AppFolio, Inc. Confidential
What's Your Go-To Strategy?
Low occupancy rate
Low renewal rates
Poor resident experience
Below average ratings online
Increasing frequency of reviews
23 2023 © AppFolio, Inc. Confidential
MANUAL EMAIL/TEXT
FEEDBACK REQUESTS
LEAVE US A
REVIEW
SIGNS AROUND
THE COMMUNITY
ASKING IN PERSON
BUSINESS CARD
WITH QR CODE
FLYER ASKING FOR
AN ONLINE REVIEW
Low Cost Ways to Increase Online Reviews
24 2023 © AppFolio, Inc. Confidential
Traditional Thinking - Reviews
Reviews and feedback are the same thing.
Our strategy is built on reviews alone, and
rely on them to know if we're doing a good
job.
REACTIVE APPROACH
Lacks awareness of resident experience
Content with online ratings
Occasionally checking online reviews
Responding to reviews only after they go public
Thinks 2-3 familiar residents represent the
sentiment of the entire community
Reactive companies focus on damage control and solving problems that begin surfacing to the public.
25 2023 © AppFolio, Inc. Confidential
Modern Thinking - Feedback
Resident feedback must be a
multi-channel, multi-touch proactive
approach that makes it easy for your
residents to engage in a dialogue.
PROACTIVE APPROACH
Actively asking residents for feedback
Frequent automated resident surveys
Responding to ALL resident input
Turns negative feedback into action items
Goes the extra mile to ensure resident
satisfaction
Addressing underlying negative issues before
they appear publicly
Proactive companies resolve problems long before they surface publicly.
They ensure that reviews stays positive and stay on top of incoming feedback.
26 2023 © AppFolio, Inc. Confidential
Feedback Trends
= 5 residents
Negative feedback at risk of going public.
NEGATIVE REVIEW EXPOSURE RISK
For every 100 residents that give feedback, only 4.9 on average follow
through with a negative sentiment publicly
18% 82%
Difference between happy
and unhappy sentiment
POSITIVE VS.
NEGATIVE
Measuring how residents/customers
respond the most.
WEIGHT OF RESPONSES
1 2 3 4 5
8%
3%
7%
13%
69%
27 2023 © AppFolio, Inc. Confidential
Looking for Feedback, Not Just
Finding it
Via these three methods you get a 360 view of how your residents actually feel!
REVIEW
GENERATION
INTUITIVE
SURVEYS
AUTOMATED
FEEDBACK
SOLICITATION
REPORTING
28 2023 © AppFolio, Inc. Confidential
DEMO
29 2023 © AppFolio, Inc. Confidential
Would you like a customized demo
of AppFolio Property Manager?
Poll
30 2023 © AppFolio, Inc. Confidential
AppFolio StackTM
Partners
Marketing & Leasing
Maintenance
Utility Management
Smart Properties
Compliance
appfolio.com/stack
32 2023 © AppFolio, Inc. Confidential
Thank you

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Stack Opiniion Webinar: March 2023

  • 1. 2 2023 © AppFolio, Inc. Confidential Level up your reputation management Featuring Opiniion, an AppFolio Stack™ Partner Presented by: Craig Johnson Hosted by: Jeremy Brody March 28, 2023
  • 2. 3 2023 © AppFolio, Inc. Confidential 3 Panelists Craig Johnson and Jeffrey Juarez-Palma are joining us today. Q & A Send us your questions via the Q&A box found in your Zoom controls. Survey Let us know what you think! This is an interactive session
  • 3. 4 2023 © AppFolio, Inc. Confidential Chief Sales Officer, Opiniion Craig Johnson Presenter Jeremy Brody Presenter Host Sr. Solution Engineer, AppFolio Jeffrey Juarez-Palma Sr. Product Marketing Manager, AppFolio
  • 4. 5 2023 © AppFolio, Inc. Confidential Agenda Introduction to AppFolio StackTM Level up your reputation management Demo Q&A 01 02 03 04
  • 5. 6 2023 © AppFolio, Inc. Confidential Boost productivity with unparalleled ease of use Count on certified integrations backed by dedicated support Run your business from a single system of record Seamless integrations with AppFolio Stack™
  • 6. 7 2023 © AppFolio, Inc. Confidential 68% of renters say a property manager’s reputation on review sites is one of the most important factors when evaluating a rental 97% 93% 81% 92% 73% 68% 64% Price Pets allowed Apartment or home itself Locationt Community Amenities Property Manager’s reputation on review sites Source: AppFolio Renters Motivation Report 2023 Your experience with the leasing agent 55% Q20. How important are each of the following when you evaluate a rental before signing a new lease?) (n=921)
  • 7. 8 2023 © AppFolio, Inc. Confidential Half of employees that engage with residents want to see resident feedback, reviews, and referrals automated and streamlined 48% 47% 32% 41% 29% 23% 6% Collect resident feedback, reviews, and referrals Other Respond to resident questions and requests Collect rent Plan and run community events Process evictions Provide amenity services Source: AppFolio Top Challenges Survey, 2022
  • 8. 9 2023 © AppFolio, Inc. Confidential Partner slide Opiniion - measuring, managing & improving the resident experience
  • 9. 10 2023 © AppFolio, Inc. Confidential Opiniion provides the tools, services, and support you need to measure and manage the resident experience from the time they tour until they move out. We take a proactive, automated approach towards generating feedback, driving online reviews, and evaluating your residents' experience at your property. This increases your knowledge of your residents and effectiveness of key community processes which will eventually drive an increase in leases, retention, and NOI. IMPROVE RESIDENT SATISFACTION FROM REAL-TIME FEEDBACK The #1 Resident Satisfaction Tool
  • 10. 11 2023 © AppFolio, Inc. Confidential Quick Stats Here’s what we’ve learned over the last 6 years! 400,000+ Negative Feedback Captured 10+ Million Feedback Requests Sent 3,000+ Communities Served 1MM+ Units Serviced 750,000+ 5-Star Reviews Generated
  • 11. 12 2023 © AppFolio, Inc. Confidential Collecting Data Quarterly check-ins: “how are we doing?” Communicate with all residents through sms/email Proactive automations 90 days from lease expiration Automated triggers through AppFolio integration
  • 12. 13 2023 © AppFolio, Inc. Confidential NMHC TOP 10 APARTMENT MANAGERS NMHC TOP 50 APARTMENT MANAGERS Industry Knowledge
  • 13. 14 2023 © AppFolio, Inc. Confidential AUTOMATED TRIGGERED EVENTS Move Out Completed Work Orders Move In Expiring Leases
  • 14. 15 2023 © AppFolio, Inc. Confidential Housing Insights MULTIFAMILY | STUDENT | SENIOR LIVING | SINGLE-FAMILY
  • 15. 16 2023 © AppFolio, Inc. Confidential 80% of properties think they are delivering “super experiences,” only 8% of residents agree. FORBES
  • 16. 17 2023 © AppFolio, Inc. Confidential The Four "R's" of Reviews Sources: BrightLocal, Multi-Housing News • 88% of residents trust online reviews as much as a personal recommendation. • 86% of residents would not consider an apartment under a 3-star rating. • 97% of residents say they read reviews before making a financial decision. • 77% of residents said they did not trust reviews over 90 days old. • 89% of consumers are 'highly' or 'fairly' likely to use a business that responds to all of its online reviews. • 57% say they would be 'not very' or 'not at all' likely to use a business that doesn't respond to reviews at all. RELEVANCE, RATING, RECENCY RESPONSE
  • 17. 18 2023 © AppFolio, Inc. Confidential PROMOTES POSITIVE FEEDBACK Quick View: Resident Satisfaction quick resolutions good process staff excellence community clean
  • 18. 19 2023 © AppFolio, Inc. Confidential PROMOTES NEGATIVE FEEDBACK living experience unresolved requests poor customer service parking price Quick View: Resident Satisfaction
  • 19. 20 2023 © AppFolio, Inc. Confidential 4.2 4.2 3.9 TOUR GENERAL FEEDBACK MOVE IN 3.2 MOVE OUT 4.1 MAINTENANCE Average Rating by Resident Event THE PATH TO A 4.0
  • 20. 21 2023 © AppFolio, Inc. Confidential A Shift in Thought
  • 21. 22 2023 © AppFolio, Inc. Confidential What's Your Go-To Strategy? Low occupancy rate Low renewal rates Poor resident experience Below average ratings online Increasing frequency of reviews
  • 22. 23 2023 © AppFolio, Inc. Confidential MANUAL EMAIL/TEXT FEEDBACK REQUESTS LEAVE US A REVIEW SIGNS AROUND THE COMMUNITY ASKING IN PERSON BUSINESS CARD WITH QR CODE FLYER ASKING FOR AN ONLINE REVIEW Low Cost Ways to Increase Online Reviews
  • 23. 24 2023 © AppFolio, Inc. Confidential Traditional Thinking - Reviews Reviews and feedback are the same thing. Our strategy is built on reviews alone, and rely on them to know if we're doing a good job. REACTIVE APPROACH Lacks awareness of resident experience Content with online ratings Occasionally checking online reviews Responding to reviews only after they go public Thinks 2-3 familiar residents represent the sentiment of the entire community Reactive companies focus on damage control and solving problems that begin surfacing to the public.
  • 24. 25 2023 © AppFolio, Inc. Confidential Modern Thinking - Feedback Resident feedback must be a multi-channel, multi-touch proactive approach that makes it easy for your residents to engage in a dialogue. PROACTIVE APPROACH Actively asking residents for feedback Frequent automated resident surveys Responding to ALL resident input Turns negative feedback into action items Goes the extra mile to ensure resident satisfaction Addressing underlying negative issues before they appear publicly Proactive companies resolve problems long before they surface publicly. They ensure that reviews stays positive and stay on top of incoming feedback.
  • 25. 26 2023 © AppFolio, Inc. Confidential Feedback Trends = 5 residents Negative feedback at risk of going public. NEGATIVE REVIEW EXPOSURE RISK For every 100 residents that give feedback, only 4.9 on average follow through with a negative sentiment publicly 18% 82% Difference between happy and unhappy sentiment POSITIVE VS. NEGATIVE Measuring how residents/customers respond the most. WEIGHT OF RESPONSES 1 2 3 4 5 8% 3% 7% 13% 69%
  • 26. 27 2023 © AppFolio, Inc. Confidential Looking for Feedback, Not Just Finding it Via these three methods you get a 360 view of how your residents actually feel! REVIEW GENERATION INTUITIVE SURVEYS AUTOMATED FEEDBACK SOLICITATION REPORTING
  • 27. 28 2023 © AppFolio, Inc. Confidential DEMO
  • 28. 29 2023 © AppFolio, Inc. Confidential Would you like a customized demo of AppFolio Property Manager? Poll
  • 29. 30 2023 © AppFolio, Inc. Confidential AppFolio StackTM Partners Marketing & Leasing Maintenance Utility Management Smart Properties Compliance appfolio.com/stack
  • 30. 32 2023 © AppFolio, Inc. Confidential Thank you