Serving Up Compliments: Revealing the Top 5 Positive Mentions in Multifamily Housing

Nov 29, 2023 by Chelsea Kneeland

Around this time each year, conversations often tip toward topics of gratitude, appreciation, and thankfulness. While it can be challenging to focus on the positive, especially when it comes to professional feedback, we know that gathering and understanding resident feedback can give multifamily operators valuable insight into what residents value and appreciate about their homes.

What’s better than a thankful Thursday, full of food, family and fun. The gravy on top of a job well done? What positive experiences do residents relish?

Below are the top five categories most complimented by residents in 4 and 5-star reviews. We analyzed 1,521,905 positive reviews to better understand what increases resident gratitude.

Top Five Categories for Positive Mentions

  1. Customer service- Customer service is by far the most common category for compliments in online reviews with 60% of four and five-star reviews including a positive mention of customer service. Residents appreciate when property managers and onsite staff are responsive to their requests and helpful in resolving any issues they may have. Being polite and professional in interactions and going the extra mile to ensure a positive experience for residents can impact your online reputation positively.
  2. Condition & Availability of the Amenities/Common Areas- Residents value having access to well-maintained amenities and common areas. They appreciate amenities being open and accessible during stated hours, gyms being well equipped and well maintained and grill areas clean and well kept
  3. Maintenance Service- Residents expect their apartments to be in good condition and for repairs to be made in a timely manner. They appreciate it when property managers have an efficient system for handling maintenance requests and keep them updated on the status of their requests. Positive resident interactions with maintenance personnel can be an overlooked opportunity to improve communication and resident satisfaction.
  4. Condition of the Unit- Residents want to ive in apartments that are clean, well-maintained, and free of pests. They appreciate their communities being taken care of and being provided with a comfortable and well-managed place to live.
  5. Maintenance Timeliness- Residents appreciate a timely response to maintenance requests. Residents understand that things break sometimes, but they expect onsite staff to address maintenance issues as quickly as possible without the need for repeated requests or repeat visits to the apartment.

After these five, rounding out the top ten categories most mentioned in positive reviews numbers 5 through 10 are general cleanliness, noise, communication, security, landscaping, and grounds. Residents want to love where they live and will leave complimentary reviews for a community when management helps to foster positive interactions and pays close attention to these categories ensuring the overall rental experience is a positive one.

Knowing Your ORA® Score Leads To A More Brilliant Online Reputation Strategy.

Request your ORA® score today to see where you stand.