Learn to respond thoroughly and thoughtfully to online reviews. Connect with empathy to avoid the copy/paste sabotage!

2. Renters who say
professional responses
to reviews positively
impacts their decision
to lease
68%
2018 ApartmentRatings Visitor Study
THE IMPACT OF RESPONDING

3. How does it make you feel when an apartment community
responds to a resident online review?
54%
The management team
has great customer
service
51%
The management team
really cares about its
residents
2017 Online Renter Study, SatisFacts
8%
I don’t care if the
management team
responds
THE IMPACT OF RESPONDING

4. Your community’s
voice is important -
protect it.
COPY/PASTE SABOTAGE

5. Responses should
be more than a
“thank you”.
Never miss an
opportunity to market
the community.
So much to celebrate:
1 - Highest ratings possible
2 - Verified resident
3 - Long-term resident
4 - Great maintenance
5 - Resident events
6 - Would recommend
1
3
4
5
6
2
THOROUGH AND THOUGHTFUL

6. REVIEW #1

7. RESPOND LIKE A PRO!
Wow! Thanks for all the kind words! We try our hardest
every day to make sure all of our great residents feel the
same way about their homes as you do. This review has
made our entire team so happy, and we’re glad to know
you feel that you can count on us!

8. REVIEW #2

9. RESPOND LIKE A PRO!
We appreciate your honest feedback, and we are sorry you felt
your concerns and suggestions went unresolved. We would like
the chance to make the rest of your time with us as enjoyable
and comfortable as possible. Please allow us to put our best foot
forward, and call or e-mail us to help us better understand how
we can help you love your home!

10. REVIEW #3

11. RESPOND LIKE A PRO!
Thanks so much for taking the time to give us
such a great review. We’re glad your complaint
was handled quickly and professionally: that’s
what we strive for! Wonderful reviews like this
from awesome residents like you keep us
motivated to do more. We’d love to thank you in
person the next time you stop by the office!

12. FINAL THOUGHTS
1. Take it all in
2. Do not write in letter format
3. Give your community a voice - and personality
4. Thoughtful and memorable

13. WANT MORE INFO?
Review Responder
info@satisfacts.com