There's a thin line between facts and fiction when it comes to generating online reviews. Getting your residents to talk about their experiences can make all the difference when you are competing for leads and courting prospects. Hear what our panel of experts share the facts about review cultivation and the importance of having an authentic brand.

1. November
2022
Review Generation Reality:
vs.

2. Joy Hillard
Community Manager
Insula Apartment Management
Lia Nichole Smith
SVP of Education & Performance
ApartmentRatings/SatisFacts
Winea Doyle
Leasing Consultant
Apartment Services
Management Company

3. Our expert panelists:
• A+ epIQ grades
• #1 city ranking
• Top 250 nationwide

4. Which do you pay more attention to?
1st Recency of reviews
2nd Length/overall detail
3rd Quantity of reviews
Source: ApartmentRatings’ Visitor Study

5. To earn an A+ grade for each epIQ component
(epIQ is based on a rolling 365-day calculation)
Renter Rating Review Count
Manager’s Review
Engagement
Manager’s Review
Reply Time
4.80 15%
of total unit count
95% 1.99
days
epIQ Index Rankings as of November 16, 2022

6. Host a review party or set up
areas during community events
so residents can write a review.

7. Review site authenticators (bots) will consider
a large influx of reviews in a short amount of time
as spam and are likely to block the content and/or temporarily
ban your company/community on the site.
At ApartmentRatings, our authenticating system may recognize this as abuse and
place a consumer alert on your community.

8. TIP #1: Maintain a consistent flow of reviews

9. Expert Advice:
Winea Doyle
Leasing Consultant
Apartment Services
Management Company

10. Ask for a negative review to be
removed once the issue has
been resolved.

11. TIP #2: Ask for edits or updates
to the original review
A
“two-fer”

12. Encourage residents to write
about something specific
regarding the community.

13. TIP #3: Encourage well-rounded reviews

14. Expert Advice:
Joy Hillard
Property Manager
Insula Apartment Management

15. Instead of contests and
drawings, it’s okay to give other
incentives like reward credits.
+1,000
THANKS FOR THE
REVIEW! YOU’VE
EARNED
REWARD CREDITS!

16. TIP #4: Incentives must be disclosed

17. Expert Advice:
Winea Doyle
Leasing Consultant
Apartment Services
Management Company
Review from a prospect
Review from a new resident
Review from a long-term resident

18. Expert Advice:
Joy Hillard
Property Manager
Insula Apartment Management

19. Capture negative experiences
internally before they become
online reviews.

20. TIP #5: Avoid review gating and review suppression
How are we doing?
Please tell us about your experience:
SUBMIT
Ratings and comments are
sent to the company for
review and possible
resolution
Resolved issues are
asked for a review.
Please share your review:
Post review on Google
Post review on Facebook
Post review on our website
Resolved issues are
asked for a review.
Review
Gating
Review
Suppression

21. Third-party partnerships may not be worth the fines and
penalties from the FTC

22. The experts weigh in:

23. Gamify or tie goals
to names that are
mentioned in
reviews.
ALERT!!

24. Renters prefer to learn about the experience, rather
than the person. It’s time to re-think bonus strategies!
Renter Focus
Groups
90%
most preferred

25. Join us for
epIQ Week 2022!
December 12-16
Sign up for daily reminders!