Case Study: Property Management Company improves online review management with Reputation.com

Property Management Industry the Impact of Online Reputation Management

A property management company engaged Reputation.com to better understand the divergent priorities of its tenants across two distinct market segments, upper-mid and lower-mid renters, through the analysis of online reviews. The challenge was to parse a large volume of tenant feedback to identify what drives satisfaction and complaints for each demographic in order to tailor business and marketing strategies effectively.

Using its Reputation.com for Enterprise platform, the vendor performed a semantic analysis on over 8,000 reviews. The solution compiled and categorized review data, revealing that negative drivers like pests and facilities were critical for lower-mid renters, while financial and customer service issues were paramount for upper-mid renters. The analysis also showed that brand association was stronger in the lower-mid market. These insights enabled the property management company to focus its resources and tailor its communications to the specific amenities and concerns that matter most to each customer demographic.