Host and Director of Client Performance, Carla Alicea, and featured guest, Sara Leduc, to discuss the importance of responding to reviews and strategies for aligning review responses with renter expectations using data from the 2024 Online Renter Study. Learn the value of review response and how you can ensure you're meeting renter expectations from verified renter data.

1. Get ready for...

2. Director of Client Performance
ApartmentRatings and SatisFacts
HEY THERE
Your Host
I'm a data-driven marketing communications
strategist with 25 years of multifamily experience.
My knack for simplifying processes and thoughtful
approach to leadership through education offers
a diverse and unique perspective on a wide range
of topics impacting community performance. C a r l a J . A l i c e a

3. Ep. 13: Ready, Set...Respond!
CRAFTING
IMPRESSIONS
Aligning Your Response Strategy
With Renter Expectations
That's My Job Guest:
Sara Leduc
Review Responder Team
ApartmentRatings.com

4. Crafting Impressions
Q: DID YOU RESEARCH YOUR CURRENT APARTMENT COMMUNITY’S
ONLINE REVIEWS BEFORE CONTACTING THE COMMUNITY?
Yes
18–24 25–34 35–44 45–54 55–64 65+
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%

5. Crafting Impressions
Q: WHAT IMPACT DOES EACH OF THE FOLLOWING HAVE ON YOUR
PERCEPTIONS OF AN APARTMENT COMMUNITY?
When responding, an apartment community...
Negative
Impact
No
Impact
Positive
Impact

6. Crafting Impressions
Q: HOW DOES IT MAKE YOU FEEL WHEN AN APARTMENT COMMUNITY
STAFF MEMBER RESPONDS TO AN ONLINE REVIEW BY A RESIDENT?
They have great customer service They really care about their residents
They are a trustworthy property management team They offer a quality living experience
18–24 25–34 35–44 45–54 55–64 65+
0.00%
20.00%
40.00%
60.00%
80.00%

7. Crafting Impressions
Q: HOW QUICKLY SHOULD A COMPANY RESPOND
To A Positive Review To A Negative Review
Within 2 business days Within 3-5 business days
0.00%
20.00%
40.00%
60.00%
80.00%

8. Crafting Impressions
Q: HOW DOES IT MAKE YOU FEEL WHEN AN APARTMENT COMMUNITY
STAFF MEMBER RESPONDS TO AN ONLINE REVIEW BY A RESIDENT?
They have great customer service They really care about their residents
They are a trustworthy property management team They offer a quality living experience
0.00%
20.00%
40.00%
60.00%
80.00%

9. Crafting Impressions
Q: WHICH OF THE FOLLOWING ELEMENTS OF AN ONLINE REVIEW DO
YOU FIND MOST HELPFUL?
The review contains detailed information
The review is from a verified resident currently living at the community
The apartment community has responded to the review
There is a video or photo attached to the review
0.00
20.00
40.00
60.00
80.00
100.00

10. Let's Play...
FICTION
FICTION
OR
OR

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joining us
today!
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